Conversation is the new UI.
When most people think of User Interfaces (UI), they imagine visual platforms where the user interacts using a screen and keyboard. Increasingly however, forward-thinking businesses are adopting Conversational User Interfaces (CUI) to reach their customers.
The game-changing technology behind this trend is Natural Language Processing, like Google's Dialogflow. Using Google’s APIs, any business can develop technology that understands written or spoken speech and replies to questions with a response in real language.
The best known examples of CUI are voice assistants like Siri, Alexa or Google Assistant. It’s also being widely adopted for more specific tasks. These include chatbots like the fintech Plum and voice search like Google Search by Voice. It’s also used to direct customer queries in Natural Language Routing solutions for contact centres like our Marks and Spencer project.
People use messaging apps more than any other apps: 90% of our time on mobile is spent on email and messaging platforms. In 2015, time spent on messaging apps surpassed social networks [x].
Conversational UI gives businesses the ability to meet customers on their preferred channel. WhatsApp and Facebook Messenger have APIs that allow businesses to plug chatbots directly into the app. DVELP partners Twilio offer an SMS API that means businesses can reach customers on virtually any mobile device.
CUI also includes voice. Voice-based interactions offer faster, easier and more natural communication. According to Gartner, by 2020, 30% of web browsing sessions will be done without a screen [x].
2018 was the year smart speakers hit critical mass [x]. Market leaders like Uber and Dominos integrate into voice assistants like Amazon Alexa, allowing customers to make purchases without a screen.
CUI is changing the way we interact with technology every day. The opportunity is wide open for companies who want to stay in business.