Do you remember the first time you were served by a chatbot or a voicebot? How was your experience? We're sure that at least one of your interactions with conversational attendees didn't meet your expectations. Long waiting time, wrong answers, very robotic texts or tones of voice and very distant conversations are, unfortunately, more common than we would like. Today we want you to save your customers the hassle of talking to a zero empathetic virtual assistant and to learn all the benefits of conversational UX. We explain how simple interactions can be very powerful when done correctly.
What is Conversational UX?
Conversational UX, or conversational user experience, is nothing more than a way to design or enhance voice solutions so that they meet the objective of providing functional, empathetic, personalized and 100% user-oriented interactions.
With conversational UX, conversations would not be limited to a rigid and pre-determined decision tree, but would focus on being natural, solving queries correctly, transmitting the tone and personality of your brand, taking information from a huge database and giving your customers exceptional attention.
Imagine trying to solve a problem with your subscription to a streaming service and that, to your surprise, the bot understands your problem quickly, makes light jokes and uses language that exactly reflects the personality of the brand. This is a well-implemented conversational UX and, if you give yourself the task of looking for the right partners, it can give you a great advantage in the market.
Benefits of Conversational UX
Although we have already mentioned some of them to you, we want to delve into the following:
1. Personalization
A voicebot that remembers customer preferences or that adjusts their tone and communication style according to the context makes users feel valued and understood. And we're not just talking about customer-facing personalization, we're also referring to business personalization. Nobody wants a rigid customer service system that can't be modified according to changing customer needs.
2. Empathy
An empathetic interaction can transform a user experience. A conversational assistant that uses comprehensive language, makes conversations enjoyable and shows genuine concern for user problems can significantly improve customer satisfaction.
3. Efficiency
Well-designed conversational UX can resolve problems quickly and efficiently, reducing wait time and providing immediate solutions. Not only does this improve the user experience, but it also optimizes the company's resources.
4. Reflection of the brand
A voicebot that speaks in the same tone and style as your brand strengthens your brand's identity. This creates a consistent experience, helps users connect better and generates memories.
Conversational UX Challenges
We know that the way we perceive, feel and see the world varies as much as the people who inhabit it.
So how can we ensure that our impact with conversational UX is truly positive?
Although we can get an idea of how people feel, react, or what they need, only when we strive to know them deeply can we effectively understand and help them. So we consider that the main challenges of conversational UX focus on:
1. Adaptability: Bots must be flexible enough to adapt to different types of users and situations. This requires a robust design and constant updating and improvement of the system. It's not about implementing conversational UX and leaving it to work on its own, as your company evolves your customer service must evolve as well.
2. Handling errors: you will always encounter those users who enter typographical errors, ask ambiguous questions, or don't know what to ask. Chatbots must be able to handle these errors in an elegant way, guide the customer until they find the way, and redirect the conversation without frustrating the user.
3. Balance between automation and humanization: Finding the perfect balance between automatic responses and an interaction that feels human is crucial. Too much automation may seem cold, but pretending to be human can lead to loss of trust, unrealistic expectations, and confusion in communication. In the same way, you must ensure that conversational UX also includes your human agents in those complex moments, let's face it! There are interactions that can only be handled by us.
4. Give as many options as possible: Using the same answers for different questions can make the conversation feel repetitive and unnatural, reducing the effectiveness of the chatbot. The conversational assistant must be able to generate different answers for different situations and users. This can be achieved if you include a little GEN IA in your conversational UX. Go to this link >> Generative Artificial Intelligence so you know what we're talking about.
Conversational UX is that tool that allows you to constantly question what you do and ask yourself how to improve at every step. That should be the motivation and the engine of evolution of your customer service system.
Vozy and Conversational UX
Here we always have in mind everyone who interacts with our solutions. We ensure that Lili, our bot, not only solves problems, but also does so in an empathetic and personalized way. For example, she is designed to use a pleasant and sympathetic voice, which can be adapted to reflect the personality of each brand.
In addition, we implement advanced conversation analysis tools to get to know the customer, anticipate their needs and continuously improve the customer experience. We ask for and value feedback from our users, using this feedback to adjust and refine our solutions. Our goal is for every interaction to be rated 5 stars, and we work hard to achieve this.
Over the years, we've understood that conversational UX is a powerful tool that transforms the way users interact with your brand. By focusing on understanding what the customer really needs, we can create experiences that generate deep and meaningful connections with users.
So, the next time you interact with a bot that seems to understand you perfectly, remember that behind that experience there is a careful conversational UX strategy that does all the magic possible and that you can implement in your company.
