Best Practice Report

Real Conversational Interfaces

Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not

October 2nd, 2018
JW
Jennifer Wise
AH
Andrew Hogan
AB
Allegra Burnette
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're still far from truly conversational. Companies need guidance from CX pros so that their efforts at creating conversational interfaces help customers rather than driving them away. This short report defines what they are, explains why the bar is high, and lays out the basic — but challenging — principles for making these interfaces human-like instead of robot-like.

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