We stand with Ukraine and our team members from Ukraine.

The Community Of Over 578,000

Become a member
Twitter Linkedin-in Facebook-f
Home ›› Conversational Design

Conversational Design

See All Topics
Read these first

Rewriting Customer Service with Conversational AI

  • Artificial Intelligence, Conversational Design, Customer Experience, Design, Usability, UX Education, UX Magazine, UX World Changing Ideas

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

IDEAS IN BRIEF
Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
Read Article →
Share
Share:Rewriting Customer Service with Conversational AI
7 min read
Rewriting Customer Service with Conversational AI - article image

7 new skills to learn for conversation designers in 2022

  • Conversational Design, Customer Experience, Usability, UX Education, UX Magazine

As organizations grow in their conversational maturity, there’s an increasing demand for conversation designers. Explore 7 skills to learn for conversation designers in 2022.

 

IDEAS IN BRIEF
7 new skills to learn for conversation designers in 2022
  • Conversational design requires far more than having got all your convo design courses nailed, completed all the challenges on VUI-challenge and finished re-reading Pearl, Evanhoe & Deibel and Cohen, Giangola & Balogh for the umptieth time.
  • There is a number of new skills that can up your career as a conversation designer:
    • NLU
    • Entities
    • Entities on steroids: ontologies and graphs
    • Building conversational teams
    • Open source movement
    • Mastering conversational AI platforms
  • It’s time for conversation designers to develop t-shaped profile: specialize in one or two particular conversation design skills and systems , and mastering skills that allow us to connect with people from neighbouring disciplines.
Read Article →
Share
Share:7 new skills to learn for conversation designers in 2022
7 min read
7 new skills to learn for conversation designers in 2022

Time to reflect on my future in the age of AI

  • Artificial Intelligence, Augmented Reality, Conversational Design, Customer Experience, Defining AI, Usability, UX Education, UX Magazine

Artificial intelligence (AI) could soon surpass human intelligence. Having both advantages and disadvantages, it still creates powerful opportunities and produces more accurate customer-behavior models.

IDEAS IN BRIEF
Time to reflect on my future in the age of AI
  • Since AI-driven processes can create powerful opportunities to improve producing more accurate customer-behavior models, many traditional businesses will soon transform their core processes and business models to take advantage of ML.
  • Sonia P., People-Centric Design Enthusiast, brigs up such questions related to the role of AI in the future:
    • What’s exciting about AI?
    • What’s worrying?
    • How will we work with machines?
  • In order to make machines that behave better for humans is for UX designers to take all factors into considerations, bridge the gap and merge the knowledge from all sides to define the best solution.
Read Article →
Share
Share:Time to reflect on my future in the age of AI
6 min read
Time-to-reflect-my-future-in-the-age-of-AI.-article-image.png

Design Principles for a New AI World

  • Artificial Intelligence, Behavioral Science, Conversational Design, Customer Experience, Defining AI, Design
IDEAS IN BRIEF
Design Principles for a New AI World
  • In the AI era, designers are taking on even larger responsibility.
  • It’s high time design stepped into the new era and a new framework that’s wider, more equitable, and pluralistic compared to what we’ve witnessed before.
  • In this article, Ovetta Sampson, Vice-President of Machine Learning Experience Design at Capital One, reworks the “10 Commandments of Good Design” to fit design going into an AI era.
    1. Good design solves hard problems.
    2. Good design promotes healthy relationships.
    3. Good design requires malleability.
    4. Good design makes companies understand and products that serve me.
    5. Good design acknowledges bias.
    6. Good design prevents dishonesty.
    7. Good design expects unintended consequences.
    8. Good design fosters equity .
    9. Good design considers its effect on a collective, connected eco-system.
    10. Good design brings purposefully order to chaos.
Read Article →
Share
Share:Design Principles for a New AI World
8 min read

Considerations for your chatbot design

  • Conversational Design, Customer Experience, Design Theory, Interaction Design, Interface and Navigation Design, Product design

Exploring chat options can be daunting but here are some UX considerations for when refreshing or building your chatbot design.

IDEAS IN BRIEF
Considerations for your chatbot design

Chatbot design has specific UX considerations to create exceptional conversations. In this article, the author recommends making sure to:

  • Be conscious of the size and placement of sticky chat elements
  • Keep the chat feature accessible without relying on a sticky chat element
  • Avoid non-user initiation of chat dialogs
  • Encourage users to search for information with an FAQ or navigational assistant prior to using live support
  • Be clear about how the user should engage with the chatbot, and adjust messaging for offline hours
  • Particular attention has to be paid to sticky chat elements, feature accessibility, pop-ups, navigation and offline assistance.

Read the full article for a breakdown of how to pay attention to these details while getting started with conversational design.

Read Article →
Share
Share:Considerations for your chatbot design
4 min read

The Death of Traditional IVR Technology

  • Conversational Design, iPhone, Voice & Natural Language

Ideas from Vonage: How to leverage technology to create impressive IVR experiences

IDEAS IN BRIEF
The Death of Traditional IVR Technology
  • Traditional IVR technologies often provide bad experiences – research from Vonage shows that the majority of people report having a bad experience with IVRs (Interactive Voice Response)
  • Companies are compromising on good UX because the voice technologies they’re using are outdated and hard to change
  • Vonage has partnered with OneReach.ai to quickly create impressive IVR experiences that focus on UX, and it takes days and weeks to build rather than months and years
  • Read the full article and watch the video for inspiration on voice UX from an insurance use case
Read Article →
Share
Share:The Death of Traditional IVR Technology
4 min read

Join 515,000 designers, thinkers, and doers.

Become a member

This website uses cookies to ensure you get the best experience on our website. Check our privacy policy and

Accept policy