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Benefits of using Chatbots - UX perspective



What is a Chatbot

A chatbot (also known as a talkbot, chatterbot, Bot, chatterbox, Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods. Wiki

A chatbot is a service, powered by rules and sometimes artificial intelligence that you interact with via a chat interface. The service could be any number of things, ranging from functional to fun, and it could live in any major chat product (Facebook Messenger, Slack, Telegram, Text Messages, etc.). – Chatbotsmagazine 

At the moment, chat bots are basically replacing individual apps. Rather than closing Facebook Messenger and opening Uber, you can simply message Uber and ask for a ride.

Benefits of Chatbots

1. No UI approach
Chatbots are minimalist and simplistic in nature. With respect to UI components Chatbots are having simple chat box and very less UI components. In apps or websites you can find some persistent UI components which keeps grabbing your attention but in case of Chatbot very less UI components make users focused on topic.

2. Information is prime factor
Users come to platform with some motivation and intention and a system which fulfills user’s intention smoothly wins users heart. In chatbot, there is no such page to page navigation, no fancy UI components only users intentions come in form of text (message) and it is getting answered in form of response. In chatbot information is king.

3. Less distraction
Due to less UI, contextual information and one story (response) at a time to focus makes Chatbots less distractive instead of any app/website.

4. Personalized behavior
It is a key advantage of using chatbot, it can behave differently according to different users. With the help of intelligence and NPL it can identify ‘New users, savvy users etc.’ and provide responses according to context.  

5. Goal oriented platform
A well designed and intelligent chatbot gives you feeling of master. You do not need to find any option in big menus, you do not need to search information in different pages, all you need to do is just text it and bot will offer you. Your goals are prime important and you directly need to tell your goal and it will respond in efficient manner.

6. Human touch
Chatbot brings experience of human touch, which gives satisfaction, increases trust and make interaction lively. You cannot feel that you are interacting with a bot if it is well developed.

7. Platform independent design
Chatbots can run irrespective of platforms, you do need to think about android or iOS, web etc.

8. Brings delight in responses
A well designed chatbot always bring delight feeling via responses. In Chatbots responses are contextual, personalized and crafted with human touch which brings value and liveliness in interaction.

9. Better understanding of user behavior
If you want to understand behavior of your users then Chatbots are a great option. It can record all the responses and interactions of users, which can be analyzed in more effective manner.

Author

Abhishek Jain
User Experience Designer & Co-founder of UXness

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