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What Is Conversational UX Design and Why Is It Taking Over?

The increasing use of chatbots in the SaaS sector and the most recent developments in AI technology have made conversational UX design essential in order to prevent low-effort conversational interfaces at the expense of user experience. However, the future of digital interactions lies in conversational UX (User Experience). It's a fresh approach to user experience design that emphasizes conversation that sounds genuine and human. As we transition from traditional user interfaces to more AI-powered devices, this type of UX design is becoming increasingly crucial.

Why is conversation important? Conversational UX design is the way to go if we want our digital interactions to feel more organic and human. Higher engagement, better conversion rates, and increased user happiness are just a few advantages of conversational UX. If you haven't previously, this is the ideal moment to start including dialogue in your designs.

In this article, we'll cover all you need to know about how to use conversational UX design in the following sections:

  • What is conversational UX design?
  • Why is conversational UX important?
  • 5 conversational UX design best practices
  • Conclusion

What is conversational UX?

Conversational UX design combines chat, voice, and other communication channels to offer AI the capability to have a real conversation with leads, users, and customers. The topic of conversational user experience is rapidly expanding and offers an exciting opportunity to improve user-technology interaction by enabling natural discussion. In the current digital era, this is becoming more and more significant because it simplifies difficult processes, inspires creativity in users, and—above all—provides an improved experience in general. Further, the conversational UX frequently makes use of bot technology, which uses natural language processing to provide customers with instant feedback.

Users may now navigate through interfaces that were previously considered to be too complex for human interactions due to technology. Consequently, businesses are leveraging conversational UX to provide exceptional customer service, efficiently gather data, and foster stronger customer relationships. However, understanding conversational UX will enable you to take advantage of one of the most significant UX trends to hit the SaaS industry.

Why is conversational UX design important?

Although conversational UX is not new in and of itself, in recent years it has evolved from a "nice to have" feature to a necessity for businesses in every sector. However, better customer experiences, increased engagement/conversion rates, and lower operating costs are the three important advantages of conversational UX design. Let us analyze each of them in more detail.

1. Better customer experience

Conversational UX is essential to increasing customer happiness since it is a standard component of the customer experience. According to the statistics, 73% of customers say a good experience is key in influencing their brand loyalties. Furthermore, customers prefer to interact with brands in a comfortable manner and according to their preferences. It's a good experience when they can use chatbots and other technologies to receive the information they need via their preferred channel.

2. More engagement and conversions

One of the best methods to shorten time to value and give all customers 24/7 accessibility is through conversational UX design. These quick and responsive conversational systems increase engagement, which improves retention rates. Through timely, relevant, and tailored interactions that encourage repeat business, conversational UX can increase user engagement and conversion rates. In order to service your customers promptly and through their preferred channel, Live platform is entirely dedicated to offering solutions for your communication bottlenecks.

3. Increases agent efficiency

As conversational UX design is largely automated (once configured), you will be offering users a 24/7 self-service support option on a large scale. Your human agents can efficiently handle complex issues that require human assistance by reducing their time spent on tickets.

You can save a lot of money without compromising productivity by using fewer employees to handle routine customer questions.

5 conversational UX best practices

Companies and customers alike can benefit from conversational UX. However, take into account these guidelines for a successful conversational UX design before making the technological investment.

1. Determine opportunities

Identification of the areas where conversational UX design can be useful is the first step towards its implementation. In order to determine the areas for change that would produce the biggest return on investment, good conversational UX must take into account the ways customers are currently interacting with your website, product, or social media channels.

Additionally, you might use your current support contact information to identify the most frequently asked questions by customers, which you could then use to inform your conversational UX and UI systems. This establishes a strong basis for prioritizing queries at an early stage.

After analyzing frequent support issues and user interaction patterns, it's time to develop your conversational UX approach. It covers the platforms you'll launch, the formats you'll employ, and any features your customers might need.

2. Assessing project requirements

It's critical to evaluate the objectives, target market, and technological needs of your project before launching into conversational UX. You may design a successful implementation strategy that fulfills the requirements and exceeds the expectations of customers by recognizing these factors.

3. Keep it natural

Simplifying the language is the best practice for conversational UX. Maintaining a human voice in the product while optimizing for instructional value is important. In the end, as long as the actual talks sound natural, users don't mind speaking with robots.

Moreover, because they can take into account the context of the conversation rather than depending only on pre-written scripts, assistants with natural language processing (NLP) skills are naturally better at interacting with customers.

Nearly 90% of customers trust a company whose service they’ve rated as “very good” to take care of their needs. So, try to inject the personality of your brand into the discussions whenever you can. Long-term, this will increase brand loyalty and make the engagement more memorable.

However, the end goal is to meet the demands of your customers in a way that comes across as helpful, friendly, efficient, and most importantly, human. You've officially got it if your script allows you to achieve that.

4. Continue testing

Read the chats customers have with your voice assistant or chatbot. Look for any reoccurring issues or frequently requested queries that your conversational UX interface cannot address. Make adjustments to your script using this knowledge, or create new use cases based on typical customer needs. 

Your ability to analyze more data will increase with the number of experiences your chatbots or virtual assistants have. Use these insights to smooth out any flaws in your future flows and improve them.

Additionally, you should use a repetitive testing strategy to determine which placement, color, and button size combinations result in the highest customer satisfaction ratings. However, continuously test and iterate your conversational UX. User feedback is invaluable for improving the system and ensuring it meets evolving user needs.

5. Build context-gathering chatbots

When it comes to gathering the customer context—the specifics that guide the conversation—some chatbots frequently fall short. Which method is the most effective in preventing this gap? When creating your conversation flow, take into account both required and optional elements.

Contextual chatbots use this data to give enlightening, considerate responses and modify the conversation flow to remove pointless stages, resulting in a quick and pleasurable user experience. In addition, contextual chatbots are a significant advancement in conversational UX. They harness user information and the context of the conversation to deliver more helpful and thoughtful responses. This dynamic adjustment of the conversation flow not only saves time but also enhances the overall user experience, making interactions with chatbots more efficient and enjoyable. 

A chatbot that can understand dialects and casual conversation is available through the Live platform. Along with processing multi-line communications, handling inappropriate language, and providing a smooth transition to a human agent when necessary, it also understands context and asks follow-up questions.


Conversational UX design is fast differentiating between companies that provide excellent customer service and those that don't. However, because it provides a more comfortable, approachable, and natural way to connect with technology, conversational UX continues to grow popular. As it develops, it has a wide range of possible uses that will change how we interact with digital services. 

In addition, It's a fascinating trend to monitor in the digital sector since it holds the possibility of ever more sophisticated personalized conversational experiences in the future. A more inclusive and user-friendly digital future may result from the adoption of conversational user experience.

Get in touch with us today to find out more about how the Live product family can improve your global customer experience strategy. 

Learn more about how the Live product family can help you support and improve your customer experience strategy.

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