Word of the Day: conversational user interface

Word of the Day Daily updates on the latest technology terms |March 5, 2018

conversational user interface A conversational user interface is programming that allows a chatbot to communicate informally with a human end user. Depending on the bot's purpose, the communication channel might be verbal and use a voice user interface (VUI) or it might be written text and use a graphical user interface (GUI). Financial institutions, retailers, travel agencies and delivery services use various types of conversational user interfaces to engage customers.  In general, chatbots that use VUIs have artificial intelligence components that enable natural language processing (NLP) and free-form conversation, while chatbots that use GUIs are often scripted and follow predetermined conversational paths mapped with logic trees.   On a basic level, a CUI can shorten wait times for customers and give each customer a sense that the resolution to their question or concern is being fast-tracked. On a deeper level, conversational user interfaces can be used to impress consumers with the company's advanced technology and competence.   Although CUI current capabilities are fairly limited when compared with the human capacity to communicate, conversational user interfaces are improving rapidly and are proving to have business value.  In customer relationship management (CRM), for example, a conversational user interface allows a company to automate customer service. When chatbots are used as the first line of customer contact, it can reduce staffing costs and provide customers with service during overnight hours and weekends. Quote of the Day "With this movement toward automated conversation, it could be debated that human-to-human interaction is becoming less important in sales." - Jesse Scardina   Trending Terms chatbot call center agent customer engagement voice user interface virtual assistant Facebook Messenger   Learning Center When selling on social media, marketers weigh chatbots vs. humans Deciding whether to have chatbots interact with customers or actual humans behind the keyboard for selling on social media depends on a number of variables. Why voice interfaces remain challenging While voice recognition is much improved and its place in IoT architectures is perceivable, it can still be hard to communicate. IBM Watson CTO: A range of conversational technologies can coexist When it comes to conversational technologies like chatbots and smarter AI agents, IBM Watson VP and CTO Rob High said there's room for both in the enterprise. AI chatbots augment humans working in contact centers As AI chatbots start to infiltrate contact centers, human agents can still sleep soundly at night. Their jobs aren't going anywhere yet. Facebook Messenger chatbots follow HubSpot Motion AI acquisition Facebook Messenger chatbots took center stage at Inbound, the annual customer HubSpot conference, after the company's Motion AI acquisition. Writing for Business Our data shows that a vast majority of customers prefer Brand A? ____ Brand B. a. to b. than c. over Answer   Stay In Touch For feedback about any of our definitions or to suggest a new definition, please contact me at: mrouse@techtarget.com   Visit the Word of the Day Archives and catch up on what you've missed!   FOLLOW US About This E-Newsletter This e-newsletter is published by the TechTarget network. To unsubscribe from Whatis.com, click here. Please note, this will not affect any other subscriptions you have signed up for. TechTarget, Whatis, 275 Grove Street, Newton, MA 02466. Contact: webmaster@techtarget.com Copyright 2018 TechTarget. All rights reserved.