Conversational UI is already making waves in tech circles with organizations automating their processes around how chat bots interact with customers. In this article we will take a look at conversational UI examples and conversational UI apps as implemented by many organizations.
Conversational UI Examples
WeChat is a dominant chatting platform for China and one of the prime example of what conversational apps are all about. It has however graduated from being just an app to chat to leveraging the power of conversational UI to provide a myriad of services like
-ordering food for home delivery
-order pair of shoes from Nike
-order coffee from nearest Starbucks
-book appointments with doctor
-host a business conference call
-pay water bill and more
It’s like in China, WeChat is the Google of services.
WeChat combines its chat-based interface with add-on features like those that mentioned above to expose it all to businesses through a powerful API.
This enables over 10 million businesses in China to do business from the WeChat app. These businesses are from mom and pop noodle shops to big corporations like Nike and Burberry and Starbucks.
Facebook is learning from it pretty quick.
In 2016, Mark Zuckerberg said at F8
I don’t know anyone who likes calling a business. And no one wants to have to install a new app for every business or service that they interact with. We think you should be able to message a business, in the same way you would message a friend
Facebook integrated peer-to-peer payments on their Messenger app back in 2015. Then they launched chatbot API to enable businesses to have interaction with their customers.
According to Facebook Messenger App Product Manager Seth Rosenberg –
We’re just getting people used to the idea that you can message more than just people on Messenger
These days you can actually order a cab from Uber, order flowers, or buy the latest fashions from Spring.
Operator, KLM are also available on Facebook Messenger.
International airline KLM shares flight booking information on Messenger. The user needs to enable the option in order to get the information on their messenger inbox.
This is how conversational UI works in KLM. Users book their flights on the KLM website. They can choose to receive the confirmation, booking information, status via Messenger.
On Facebook and Kik, US based Nordstorm has launched a chatbot which asks users a number of questions about their preferences. Based on the answers it receives, it suggests gifts or products.
Telegram offers buttons as means of conversations through their app. This is a shift from the ‘single purpose’ conversational user interface that we largely see.
Telegram’s buttons are a means to choose from multiple options and shortcuts.
Amazon Echo is a device that can be used to play music, make informational queries and controlling home devices.
The device can also tap into Amazon’s product offerings and your order history. You can order commonly ordered items or use the device to intelligently carry out commands to purchase something you have never ordered.
Amazon’s developer platform for Echo is called Alexa Skills. Through this developers can develop new skills for Alexa to carry out tasks.
A few examples would include –
– playing music from your Spotify library
– adding events to Google calendar
– querying credit card balance with Capital One
– ordering Pizza from Domino’s
Operator’s agents are a mix of Operator employees, in-store representatives and brand representatives.
The app connects users with a network of “operators” through whom you can get gift ideas, concert tickets, etc. The company is developing AI algorithms to route requests to make the service quicker and smarter combining machine learning and human expertise.
Slack has its own internal bot that interacts with users using simple text commands.
It has also launched an external API enabling developers to build bots for Slack. For example, Taco Bell’s Tacobot.
Tacobot not only takes your order but also interacts with a witty personality that you would expect from Taco Bell.
Google Allo is one of the Most Perfect Conversational UI Example
Google took on Facebook Messenger with Allo . It has built in CUI or conversational UI to help users search using text and voice.
The results returned are based on your location. So if you are looking for the nearest dinner option and wish to have pizza it will provide you address and directions to a nearby outlet.
I pretty much loved Allo – it holds the future of search. If you are having a chat and require any information, you can get results at the same time on the chat window. Isn’t that wonderful?
Allo has built in Artificial Intelligence and over time you can see it becoming the primary interface to interact with Google search over time.
Larry Page’s vision can be gauged through her statement where she said –
In many ways, we’re a million miles away from creating the search engine of my dreams, one that gets you just the right information at the exact moment you need it with almost no effort
Snapcash from Snapchat
Snapcash was launched in 2015. As the name suggests it can be used to store debit card details within the app and send money directly from the app to friends.
Snapchat used this same feature to leverage commerce through the chat window. So now businesses can have promotional videos on the chat window and users can buy products or services from the same window making it another great example of conversational UI.
Siri and Apple TV – Apple’s foray into Conversational UI
Another brilliant conversational UI example comes with the latest Apple TV upgrade which includes Siri voice assistant. With this Apple has implemented conversation in its UI.
Users can now communicate with Siri and ask it to play their favorite TV shows, search for movies and buy them, check weather report.
Not just that you can be more specific and make Siri play a specific episode from a specific season of your favorite series by saying something like – “Play episode 3 of season 1 of The New Girl”.
Siri offers you recommendations when you ask for the same. You can refine the recommendations further with Siri’s help.
You can ask Siri to fast forward ten minutes or show/hide subtitles in your preferred language, check rating of the show and so much more.
Final Words and My Take
Platforms are evolving quicker and technology is being leveraged in unimaginably effective ways to help businesses communicate with users.
Interaction with business is being redefined through AI and Machine Learning – conversational UI is not yet completely mature as best practices still need to be defined and implemented widely. We are about to see some big innovations done in the coming days.
Some will win, some will lose out – however, both brands and consumers will win from it.
Don’t forget to check out Peeqo the cute robotic assistant that communicates through GIF