Communication

Conversational UX is the user experience that takes advantage of natural language-based technology to enable computers or bots to “chat” with humans, making it possible to integrate artificial intelligence (AI) into customer service. Why Does Conversational UX Matter to Customer Service? Conversational UX is the technology underpinning chatbots and QuickSearch Bots, connecting backend data, services,…

A chat service is any online service or technology that enables text messages to be translated in real time between participants. Often used in customer service as “live chat,” chat services connect a customer service agent with a customer for a real-time, instantaneous conversation. Why Do Chat Services Matter to Customer Service? Live chat is…

Conversational UI is the foundation underlying the capability of chatbots, QuickSearch Bots, and other forms of AI-enabled customer service. Conversational UI takes human language and converts it to computer language, and vice versa, allowing humans and computers to understand each other. Conversational UI is not necessarily a new concept, but recent advances in natural language…

A chatbot is a computer software program, typically driven by artificial intelligence (AI), which allows a customer to communicate with a company or brand in a text format that simulates instant messaging between humans. You will typically find a chatbot on company websites as well as in mobile applications and social media messaging apps. Chatbot…

Asynchronous messaging, sometimes called “async messaging”, refers to people using messaging platforms to contact each other without both parties needing to be concurrently active in the conversation. Rather than waiting for an immediate response, a user can send a message and then continue with other unrelated tasks, while the responder can reply at a time…