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A conversational user interface (CUI) is a
user interface In the industrial design field of human–computer interaction, a user interface (UI) is the space where interactions between humans and machines occur. The goal of this interaction is to allow effective operation and control of the machine fro ...
for computers that emulates a conversation with a real human. Historically, computers have relied on
text-based user interface In computing, text-based user interfaces (TUI) (alternately terminal user interfaces, to reflect a dependence upon the properties of computer terminals and not just text), is a retronym describing a type of user interface (UI) common as an ear ...
s and
graphical user interface A graphical user interface, or GUI, is a form of user interface that allows user (computing), users to human–computer interaction, interact with electronic devices through Graphics, graphical icon (computing), icons and visual indicators such ...
s (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. Instead, CUIs provide opportunity for the user to communicate with the computer in their natural language rather than in a syntax specific commands. To do this, conversational interfaces use
natural language processing Natural language processing (NLP) is a subfield of computer science and especially artificial intelligence. It is primarily concerned with providing computers with the ability to process data encoded in natural language and is thus closely related ...
(NLP) to allow computers to understand, analyze, and create meaning from human language. 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 user 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 natural-language understanding (NLU). NLU allows for sentiment analysis and conversational searches which allows a line of questioning to continue, with the context 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. 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. Conversational interfaces have emerged as a tool for businesses to efficiently provide consumers with relevant information, in a cost-effective manner. CUI provide ease of access to relevant, contextual information to the end user without the complexities and learning curve typically associated with technology. While there are a variety of interface brands, to date, there are two main categories of conversational interfaces; voice assistants and
chatbot A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...
s.


Voice-based interfaces

A voice user interface allows a user to complete an action by speaking a command. Introduced in October 2011, Apple's
Siri Siri ( , backronym: Speech Interpretation and Recognition Interface) is a digital assistant purchased, developed, and popularized by Apple Inc., which is included in the iOS, iPadOS, watchOS, macOS, Apple TV, audioOS, and visionOS operating sys ...
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
HomePod The HomePod is a series of smart speakers developed by Apple Inc., Apple. Designed to work with the Apple Music subscription service, the HomePod incorporates beamforming and eight speakers and is sold in two colors: white and midnight. It is s ...
devices. Further development has continued since Siri's introduction to include home based devices such as Google Home or Amazon Echo (powered by Alexa) that allow users to "connect" their homes through a series of smart devices 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. 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 customer journey. 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.


Text-based interfaces

A
chatbot A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...
is a web- or mobile-based interface that allows the user to ask questions and retrieve information. 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 answers questions 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. More frequently, companies are leveraging chatbots as a way to offload simple questions and transactions from human agents. 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. Chatbots have evolved and have come a long way since their inception. Modern day chatbots have
persona A persona (plural personae or personas) is a strategic mask of identity in public, the public image of one's personality, the social role that one adopts, or simply a fictional Character (arts), character. It is also considered "an intermediary ...
s which make them sound more human-like.


See also

*
User interface In the industrial design field of human–computer interaction, a user interface (UI) is the space where interactions between humans and machines occur. The goal of this interaction is to allow effective operation and control of the machine fro ...
*
User interface design User interface (UI) design or user interface engineering is the design of user interfaces for machines and software, such as computers, home appliances, mobile devices, and other electronic devices, with the focus on maximizing usability and the ...
* Artificial conversational entity * Natural-language user interface * Voice user interface


References

{{User interfaces Human–computer interaction Natural language processing