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<title>Conversational user interface</title>

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<span id="openzim-page-title" class="mw-page-title-main"><span class="mw-page-title-main">Conversational user interface</span></span>

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<p>A <b>conversational user interface</b> (CUI) is a <a href="User_interface" title="User interface">user interface</a> for computers that emulates a conversation with a real human.<sup id="cite_ref-1" class="reference"><a href="#cite_note-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> Historically, computers have relied on <a href="Text-based_user_interface" title="Text-based user interface">text-based user interfaces</a> and <a href="Graphical_user_interface" title="Graphical user interface">graphical user interfaces</a> (GUIs) (such as the user pressing a "back" button) to translate the user's desired action into commands the computer understands. While an effective mechanism of completing computing actions, there is a learning curve for the user associated with GUI.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2"><span class="cite-bracket">[</span>2<span class="cite-bracket">]</span></a></sup> Instead, CUIs provide opportunity for the user to communicate with the computer in their natural language rather than in a syntax specific commands. <sup id="cite_ref-3" class="reference"><a href="#cite_note-3"><span class="cite-bracket">[</span>3<span class="cite-bracket">]</span></a></sup>

</p><p>To do this, conversational interfaces use <a href="Natural_language_processing" title="Natural language processing">natural language processing</a> (NLP) to allow computers to understand, analyze, and create meaning from human language.<sup id="cite_ref-4" class="reference"><a href="#cite_note-4"><span class="cite-bracket">[</span>4<span class="cite-bracket">]</span></a></sup> Unlike word processors, NLP considers the structure of human language (i.e., words make phrases; phrases make sentences which convey the idea or intent the <a href="User_(computing)" title="User (computing)">user</a> is trying to invoke). The ambiguous nature of human language makes it difficult for a machine to always correctly interpret the user's requests, which is why we have seen a shift toward <a href="Natural-language_understanding" class="mw-redirect" title="Natural-language understanding">natural-language understanding</a> (NLU).<sup id="cite_ref-5" class="reference"><a href="#cite_note-5"><span class="cite-bracket">[</span>5<span class="cite-bracket">]</span></a></sup>

</p><p>NLU allows for <a href="Sentiment_analysis" title="Sentiment analysis">sentiment analysis</a> and conversational searches which allows a line of questioning to continue, with the <a href="Context_(language_use)" class="mw-redirect" title="Context (language use)">context</a> carried throughout the conversation. NLU allows conversational interfaces to handle unstructured inputs that the human brain is able to understand such as spelling mistakes of follow-up questions.<sup id="cite_ref-6" class="reference"><a href="#cite_note-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup> For example, through leveraging NLU, a user could first ask for the population of the United States. If the user then asks "Who is the president?", the search will carry forward the context of the United States and provide the appropriate response.

</p><p>Conversational interfaces have emerged as a tool for businesses to efficiently provide consumers with relevant information, in a cost-effective manner.<sup id="cite_ref-7" class="reference"><a href="#cite_note-7"><span class="cite-bracket">[</span>7<span class="cite-bracket">]</span></a></sup> CUI provide ease of access to relevant, contextual information to the end user without the complexities and learning curve typically associated with technology.

</p><p>While there are a variety of interface brands, to date, there are two main categories of conversational interfaces; <a href="Voice_command_device" class="mw-redirect" title="Voice command device">voice assistants</a> and <a href="Chatbot" title="Chatbot">chatbots</a>.<sup id="cite_ref-8" class="reference"><a href="#cite_note-8"><span class="cite-bracket">[</span>8<span class="cite-bracket">]</span></a></sup>

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<div class="mw-heading mw-heading2"><h2 id="Voice-based_interfaces">Voice-based interfaces</h2></div>

<p>A <a href="Voice_user_interface" title="Voice user interface">voice user interface</a> allows a user to complete an action by speaking a command. Introduced in October 2011, Apple's <a href="Siri" title="Siri">Siri</a> was one of the first voice assistants widely adopted. Siri allowed users of iPhone to get information and complete actions on their device simply by asking Siri. In the later years, Siri was integrated with Apple's <a href="HomePod" title="HomePod">HomePod</a> devices.

</p><p>Further development has continued since Siri's introduction to include home based devices such as <a href="Google_Home" class="mw-redirect" title="Google Home">Google Home</a> or <a href="Amazon_Echo" title="Amazon Echo">Amazon Echo</a> (powered by Alexa) that allow users to "connect" their homes through a series of <a href="Smart_device" title="Smart device">smart devices</a> to further the options of tangible actions they can complete. Users can now turn off the lights, set reminders and call their friends all with a verbal queue.

</p><p>These conversational interfaces that utilize a voice assistant have become a popular way for businesses to interact with their customers as the interface removes some friction in a <a href="Customer_journey" class="mw-redirect" title="Customer journey">customer journey</a>. Customers no longer need to remember a long list of usernames and passwords to their various accounts; they simply link each account to Google or Amazon once, and gone are the days where you needed to wait on hold for an hour to ask a simple question.

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<div class="mw-heading mw-heading2"><h2 id="Text-based_interfaces">Text-based interfaces</h2></div>

<p>A <a href="Chatbot" title="Chatbot">chatbot</a> is a web- or mobile-based interface that allows the user to ask questions and <a href="Information_retrieval" title="Information retrieval">retrieve information</a>. This information can be generic in nature such as the Google Assistant chat window that allows for internet searches, or it can be a specific brand or service which allows the user to gain information about the status of their various accounts. Their backend systems work in the same manner as a voice assistant, with the front end utilizing a visual interface to convey information. This visual interface can be beneficial for companies that need to do more complex business transactions with customers, as instructions, deep links and graphics can all be utilized to convey an answer. The complexity to which a chatbot <a href="Question_answering" title="Question answering">answers questions</a> depends on the development of the back end. Chatbots with hard-coded answers has a smaller base on information and corresponding skills. Chatbots that leverage machine learning will continue to grow and develop larger content bases for more complex responses.<sup id="cite_ref-9" class="reference"><a href="#cite_note-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup>

</p><p>More frequently, companies are leveraging chatbots as a way to offload simple questions and transactions from human agents.<sup id="cite_ref-10" class="reference"><a href="#cite_note-10"><span class="cite-bracket">[</span>10<span class="cite-bracket">]</span></a></sup> These chatbots provide the option to assist a user, but then directly transfer the customer to a live agent within the same chat window if the conversation becomes too complex, this feature is called Human Handover, chatbot platforms like BotPenguin and other platform offers such features in their chatbots.<sup id="cite_ref-11" class="reference"><a href="#cite_note-11"><span class="cite-bracket">[</span>11<span class="cite-bracket">]</span></a></sup> Chatbots have evolved and have come a long way since their inception. Modern day chatbots have <a href="Persona" title="Persona">personas</a> which make them sound more human-like.

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<ul><li><a href="User_interface" title="User interface">User interface</a></li>

<li><a href="User_interface_design" title="User interface design">User interface design</a></li>

<li><a href="Artificial_conversational_entity" class="mw-redirect" title="Artificial conversational entity">Artificial conversational entity</a></li>

<li><a href="Natural-language_user_interface" title="Natural-language user interface">Natural-language user interface</a></li>

<li><a href="Voice_user_interface" title="Voice user interface">Voice user interface</a></li></ul>

<div class="mw-heading mw-heading2"><h2 id="References">References</h2></div>

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</style><div id="User_interfaces152" style="font-size:114%;margin:0 4em"><a href="User_interface" title="User interface">User interfaces</a></div></th></tr><tr><th scope="row" class="navbox-group" style="width:1%"><a href="Natural-language_user_interface" title="Natural-language user interface">Natural-language user interfaces</a></th><td class="navbox-list-with-group navbox-list navbox-odd hlist" style="width:100%;padding:0"><div style="padding:0 0.25em">

<ul><li><a href="Chatbot" title="Chatbot">Chatbot</a></li>

<li><a href="Dialogue_system" title="Dialogue system">Dialogue system</a></li>

<li><a href="Voice_user_interface" title="Voice user interface">Voice user interfaces</a></li>

<li><a href="Virtual_assistant" title="Virtual assistant">Virtual assistant</a></li>

<li><a href="Voice_search" title="Voice search">Voice search</a></li></ul>

</div></td></tr><tr><th scope="row" class="navbox-group" style="width:1%"><a href="Graphical_user_interface" title="Graphical user interface">Graphical user interfaces</a></th><td class="navbox-list-with-group navbox-list navbox-even hlist" style="width:100%;padding:0"><div style="padding:0 0.25em">

<ul><li><a href="Graphical_widget" title="Graphical widget">Widgets</a></li>

<li><a href="Zooming_user_interface" title="Zooming user interface">Zooming user interface</a></li></ul>

</div></td></tr><tr><th scope="row" class="navbox-group" style="width:1%"><a href="Touch_user_interface" title="Touch user interface">Touch user interfaces</a></th><td class="navbox-list-with-group navbox-list navbox-odd hlist" style="width:100%;padding:0"><div style="padding:0 0.25em">

<ul><li><a href="Multi-touch" title="Multi-touch">Multi-touch</a></li>

<li><a href="Tangible_user_interface" title="Tangible user interface">Tangible user interface</a></li></ul>

</div></td></tr><tr><th scope="row" class="navbox-group" style="width:1%"><a href="3D_user_interface" class="mw-redirect" title="3D user interface">3D user interfaces</a></th><td class="navbox-list-with-group navbox-list navbox-even hlist" style="width:100%;padding:0"><div style="padding:0 0.25em">

<ul><li><a href="Augmented_reality" title="Augmented reality">Augmented</a> and <a href="Virtual_reality" title="Virtual reality">virtual reality</a></li>

<li><a href="Finger_tracking" title="Finger tracking">Finger tracking</a></li>

<li><a href="Positional_tracking" class="mw-redirect" title="Positional tracking">Positional tracking</a></li></ul>

</div></td></tr><tr><th scope="row" class="navbox-group" style="width:1%">Other user interfaces</th><td class="navbox-list-with-group navbox-list navbox-odd hlist" style="width:100%;padding:0"><div style="padding:0 0.25em">

<ul><li><a href="Text-based_user_interface" title="Text-based user interface">Text-based user interface</a></li>

<li><a href="Natural_user_interface" title="Natural user interface">Natural user interface</a></li>

<li><a href="Multimodal_interaction" title="Multimodal interaction">Multimodal user interface</a></li></ul>

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This article is issued from <a class="external text" title="Last edited on 2024-11-29" href="https://en.wikipedia.org/wiki/?title=Conversational_user_interface&oldid=1260191828">Wikipedia</a>. The text is available under <a class="external text" href="https://creativecommons.org/licenses/by-sa/4.0/deed.en">Creative Commons Attribution-Share Alike 4.0</a> unless otherwise noted. Additional terms may apply for the media files.

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