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Why Conversational UX is Important!

Conversational AI PRSONAS

Most of us are pretty adept at talking. We talk all the time. We talk to our friends, our families, our co-workers, the person at the drive-thru window. We even talk to ourselves, although I wouldn’t be so quick to admit that. Having conversations is a natural part of our everyday existence, so much so that conversation is the primary way we interact with some of our devices. I’m talking to you Alexa and Siri.

It’s easy to think of the conversational user experience, or UX, as only a trend or a nifty feature. But really, isn’t it the milestone we’ve always been striving for?
The seamless, flawless interaction between humans and technology?

communication technology mobile phone high tech concept. Happy man using texting on smartphone social media application icons flying out of cellphone isolated grey wall background. 4g data plan

The adoption of these experiences is happening at an extraordinary pace for one reason: no one wants more technology. This is why conversational UX is so important. Because it makes inherently digital interactions not feel digital. We want technology that is more intuitive, more helpful, more seamless, more personal, and much easier to use. And what’s easier than talking? Well, telepathy, but, you know, walk before we run. The fact that the conversational UX is so easy to use, makes it more suitable for public use. Not only can it help decrease health risks and the spread of viruses by limiting a touch interface, but it also allows greater access for the physically challenged. It basically requires ZERO training. Just open your mouth and let the words come out.

Tech giants Amazon, Google, and Microsoft have been at the forefront of this technology through their respective, proprietary conversational AI. Users can ask these voice assistants to play their favorite song, order food from a restaurant, schedule an appointment, or randomly turn the lights on and off in the apartment to freak out their housemates.

But voice-only assistants are limited and lack any of the visual cues that accompany most natural conversation.

Human communication is more complex than just the words we speak. An endless range of facial gestures and body movement often expresses more than our words alone. Take notice next time you're sitting in the coffee shop conversing with your friend, or in a video conference with your team. Their eyebrows raise; their eyes roll; they gesture with their hands to accentuate the fact that yes, indeed, Frozen 2 is a masterful piece of computer-generated, cinematic artistry. Wouldn’t it be amazing if we were able to interact with a digital interface in the same manner?

Well, say hello to the next level of conversational UX. 

Perhaps no single component has had a greater impact on the evolution of this next-level technology than artificial intelligence. AI is now powering a new breed of chatbots, digital assistants, receptionists, greeters, interactive wayfinding, front-line employees, and more.

A great example of this new breed of conversational AI is PRSONAS™ - we call her Daphne.


Using her voice-first AI interface, Daphne’s life-sized avatar can provide extensive services, including wayfinding, visitor management, and Google interaction. She also boasts the ability to speak and understand almost any language. Daphne improves and drives customer engagement without losing that human touch while still maintaining a health-minded environment by minimizing unnecessary physical interactions. The benefits of a digital interface like PRSONAS™ are far-reaching, including pubic kiosks in hospitals, healthcare facilities, banks, corporate offices, as well as public transportation, shopping malls, restaurants, and even libraries and museums. But the conversational user experience expands beyond that of just verbal interaction. Unlike her voice-only predecessors, like Google Assistant, or Microsoft’s Cortana, Daphne can emulate the physical cues and gestures that make up natural, human communication. And this technology is only getting better.

Disney animators are arguably the masters at portraying realistic, physical, conversational cues. Who could forget the look on Woody’s face when Andy chose Buzz to go to camp with? From happy to broken-hearted in the span of a moment, and we believed every moment of it.


It’s only a matter of time before our interactions with conversational AI will feel just as real. As these technologies evolve, they will create an increased potential for conversation as our new and preferred method of interacting with technology. Who knows, maybe in a few years, we’ll be asking Bo Peep for directions to the nearest Starbucks.

If you are as excited about this technology as we are and want to discuss your options, let's connect and innovate together!


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