Every time we came up with a new way to interact with machines, we had to rethink the concept of user interfaces. We’ve been down this road before when we moved from command line interfaces (CLI) to graphical user interfaces (GUI), from keyboard and mouse to touch screen interfaces, and so on. Conversational UIs are an entirely new paradigm–a new, more natural way to think about human-machine interaction. Today, many chatbots are the equivalent of those websites in the ‘90s–clunky, tacky, somewhat functional.īecause conversational UX has been largely ignored in the bot building process. In other words, a chatbot is a type of conversational UI similar to how a website is a type of graphical UI. When users interact with a chatbot, they try to find something or get something done. We realized that tech is merely one of the enablers and that an equally important pillar affecting user engagement is the graphical UX. You might remember the websites in the 1990s ranging from tacky unusable ones to functional yet unappealing ones. Over time, the proper guidelines, tools and frameworks evolved not just to make websites and apps more usable but also a pleasure to interact with. Websites and apps are merely a graphical interface for users to interact with a business. So they can find what they’re looking for and simply get their job done. Why bother with all this? So users can have a good experience. UI/UX designers and developers are hired to work out every minor detail, chalk out the wireframes and build the site out after a decent amount of usability testing. When a business creates a new website or a mobile app, a lot of time is spent on the design, look and feel. The potential for assisting humanity is limitless.īut why do we all unanimously dislike talking to chatbots then? Websites Are Graphical UIs There are certainly examples of efficiently trained, human-like chat and voice bots delivering info and even empathy when needed. NLP has been commoditized for the past two years and will continue on this path with folks like Hugging Face and Rasa democratizing AI. It’s wrong then to assume that we aren’t there when it comes to chatbot tech, especially since intent recognition is a smaller task compared to what NLP can do today. Today we have GPT 2 (and 3) taking the world by storm, showing state-of-the-art results on all NLP benchmarks and even fooling humans in text generation. The crux of any chatbot’s functionality is understanding the user’s intent and performing the right action. See More: Say Goodbye to Chatbots: AI Powers the Next Generation of Conversational Assistants Not-So-Intelligent AI Fewer still create a memorable experience. Chatbots are generally good at scheduling appointments, booking tickets, and processing orders or refunds, but few seem capable of delivering more than that. Most consumer-facing companies today have some variant of a chatbot either on their website, messaging platform, mobile app or some other channel. Your answer is likely “No.” Yet, countless companies and research labs are toiling away at building chatbots. Or perhaps it did something that made you go, “Wow!” Have you ever come across such a chatbot? Maybe it was something the bot did or said that made your work easier. Think about the last time you had a delightful experience with a chatbot.
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