Conversational user experiences, in the form of chatbots and voice interfaces, are overtaking many of the traditional ways in which we interact with machines. Since the rise of computers, human-machine interfaces typically had some form of Graphical User Interface (GUI) which enabled direct (if limited) interaction with devices and their programs, for instance via software installs, mobile apps, and web-based applications such as Software as a Service (SaaS). No matter how "beautiful" the respective interface, this GUI is now more and more replaced by a Conversational User Interface (CUI). Other still evolving interface styles are less text- and voice-driven, and therefore limit the messaging element to certain basic functions such as taking photos with the blink of an eye (smart glasses or smart cameras such as Blincam can do that today) but will eventually allow for richer interaction gestures (see project Soli). When coupled with an input-output feedback loop, so-called bionic lenses also hold a promising future.
We think the next era will belong to "the conversational layer" -- both text- and voice-driven -- that will use chat, messaging, or natural language interfaces to interact with people, brands, services, and bots. This interaction will occur at the exact time the user demands a product or service, and in the exact terms she thinks of that product or service, in the language and communication methods she typically uses (intent, words, shortcuts, emojis, etc.). In order to reach user conversations today, brands will need to decide which platforms to target and build on. Many of the tools that are provided by the messaging and bot platform providers are from the open-source space, and companies can perform low-cost experiments with a reduced set of users to learn more about conversational interactions and use cases that yield the desired results.
"I would recommend anyone to sign up to BotXO" – Nadin Kempel Sigh, Service Operation Specialist, Tiger of Sweden. Never leave customers hanging again when they have questions or need help finding the right product. " I would recommend anyone to sign up to BotXO." Businesses and consumers are using Messenger to connect to each other in a more personal and more immediate way. Chatbots will fundamentally revolutionize how computing is experienced by everybody.
Regardless of its size, almost every company is adopting and building conversational AI bots to redefine its customer experience. Humans are replaced with cognitive machines in a move to unlock disruptive gains. However, figuring out whether conversational AI is actually the right fit for an organization is a question that has been overlooked in today's technological rage. It's a culture change, which if goes off the track, can leave a business in jeopardy. To quote a precedent, remember Tay--a conversational bot from Microsoft--that learned to hurl racist and misogynistic remarks, leaving its founders red-faced.
Conversational commerce is the new buzzword in town and many organizations are adopting it as a part of their marketing, sales, and customer care activities. Conversational commerce refers to E-commerce and is concerned with the deployment of chat, messaging, or other natural language interfaces to interact with people, brands, and bots. In 2011, Gartner had predicted, "By 2020, customers will manage 85% of their relationship with the business without interacting with a human." Such predictions are proving true as we opt to use an ATM rather than visit the bank to avoid unnecessary human interaction. Conversational commerce is an AI-infused technology that helps humans to interact with machines more naturally and conversationally.