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Conversational User Interface (CUI)

Definition

A Conversational User Interface (CUI) is a type of user interface that allows users to interact with computers, devices, or software in a human-like conversation. This can be through text (like chatbots) or voice (like Siri or Alexa). In the context of customer support, CUIs can be used to automate responses to common customer queries, guide users through processes, or provide personalized recommendations.

Importance

CUIs are important in customer support as they can provide immediate, 24/7 assistance to customers, reducing wait times and improving customer satisfaction. They can also free up human agents to handle more complex queries. In B2B SaaS, CUIs can help users navigate complex software, improving user experience and product adoption.

Example

A customer visits a SaaS company’s website with a question about pricing. Instead of searching through the website or waiting for a human agent, they interact with a chatbot. The chatbot, using a CUI, understands the customer’s query and provides an immediate response, improving the customer’s experience.

Best Practices

  1. Design CUIs to understand and respond to a wide range of user inputs. 2. Regularly update and train your CUI based on user interactions to improve its accuracy and effectiveness. 3. Use CUIs to handle simple queries and direct more complex ones to human agents. 4. Ensure your CUI represents your brand voice and tone to provide a consistent customer experience.