{"id":19742,"date":"2019-09-18T00:00:00","date_gmt":"2019-09-18T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/conversational-ux\/"},"modified":"2023-11-02T08:46:11","modified_gmt":"2023-11-02T15:46:11","slug":"conversational-ux","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/conversational-ux\/","title":{"rendered":"Conversational UX"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/conversational-ux\/#Why_Does_Conversational_UX_Matter_to_Customer_Service\" title=\"Why Does Conversational UX Matter to Customer Service?\">Why Does Conversational UX Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/conversational-ux\/#How_Helpshift_Supports_Conversational_UX\" title=\"How Helpshift Supports Conversational UX\">How Helpshift Supports Conversational UX<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/conversational-ux\/#Additional_Information_About_Conversational_UX\" title=\"Additional Information About Conversational UX\">Additional Information About Conversational UX<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Conversational UX is the user experience that takes advantage of natural language-based technology to enable computers or bots to \u201cchat\u201d with humans, making it possible to integrate artificial intelligence (AI) into customer service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Conversational_UX_Matter_to_Customer_Service\"><\/span><strong>Why Does Conversational UX Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Conversational UX is the technology underpinning chatbots and QuickSearch Bots, connecting backend data, services, and functionality to human conversation. It\u2019s the backbone of automated customer service, making it possible for customers to self-serve.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Automation-Bot2-768x576-2.png\" alt=\"\" class=\"wp-image-6378\"\/><\/figure><\/div>\n\n\n<p>Within a customer service organization, conversational UX makes human conversation with bots possible, and that means that customer service organizations can offer options all the time \u2014&nbsp;not just during business hours or when there\u2019s an agent available. Thanks to conversational UX, QuickSearch Bots can often respond to basic customer service questions without the intervention of an agent, and in other cases, can set an expectation with the customer of when they should expect to hear back from a live agent.<\/p>\n\n\n\n<p>Conversational UX relies upon natural language processing (NLP) to correctly parse the idiosyncratic writing and typing styles of different people. Over time, a conversational UX improves as AI gets better and better at its job.<\/p>\n\n\n\n<p>Conversational UX technology has improved dramatically in recent years. Helpshift is no exception.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Conversational_UX\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Conversational UX<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Helpshift\u2019s visual bot builder allows you to create custom automations across your customer journey without the intervention of a professional developer. You can build, add, and test bots iteratively, quickly, and without code. Helpshift\u2019s QuickSearch Bot connects directly to your own knowledge base to handle customer issues with content, and communicates with your customers via conversational UX.<\/p>\n\n\n\n<p>Helpshift\u2019s automation bots rely upon decision-tree architecture to furnish responses to customer queries, and can collect relevant customer information such as dates, order numbers, and issue types using a conversational UX.<\/p>\n\n\n\n<p>The conversational UX built into Helpshift\u2019s automation tools enables agile transfer to a human agent, when necessary, without disrupting the cadence of the conversation that has begun with a bot. And an overview of your bot activity and metrics is always available using Helpshift\u2019s analytics.<\/p>\n\n\n\n<p>The conversational UX that Helpshift uses enables automated issue routing, intelligent issue classification, and proactive support that melds automated customer service with the efforts of your human agents to create a cohesive, efficient, and friction-free experience for your customers <em>and <\/em>your agents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_Conversational_UX\"><\/span><strong>Additional Information About Conversational UX<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul>\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/conversational-ui\/\">Interface or Inter(voice)? Looking at the Past, Present and Future of Conversational UX<\/a><\/li>\n\n\n\n<li>Press release: <a href=\"https:\/\/www.helpshift.com\/press\/helpshift-launches-build-your-own-bot-experience-no-developers-needed\/\">Helpshift Launches \u2018BUXld Your Own Bot\u2019 Experience: No Developers Needed<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19743,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[394],"acf":[],"taxonomy_info":{"category":[{"value":394,"label":"Communication"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Automation-Bot2-768x576-2.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19742"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":3,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19742\/revisions"}],"predecessor-version":[{"id":28635,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19742\/revisions\/28635"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19743"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19742"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}