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Conversational Design

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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.

Article by Sonia P.
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.
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6 min read
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Article by Ovetta Sampson
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.
Share:Design Principles for a New AI World
8 min read

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

Article by Michelle Lee
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.

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4 min read

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

Article by Jennifer Taurel
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
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4 min read

Empathetic interactions? Or volume and scale? AI, in the form of bots and empathetic digital people, can deliver both.

Article by Kath Balackham
Share:The Empathy Equation– Can Digital People deliver empathy at scale?
5 min read
Empathy Equation

An expert’s view on the massive strategic opportunities and potential challenges of leveraging conversational AI solutions

Article by Jordan Ratner
The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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13 min read

Did you know UX Magazine hosts the most popular podcast about conversational AI?

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