Conversational user interface

A conversational user interface (CUI) is a user interface for computers that emulates a conversation with a real human.^[1] Historically, computers have relied on text-based user interfaces and graphical user interfaces (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.^[2] Instead, CUIs provide opportunity for the user to communicate with the computer in their natural language rather than in a syntax specific commands. ^[3]

To do this, conversational interfaces use natural language processing (NLP) to allow computers to understand, analyze, and create meaning from human language.^[4] 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).^[5]

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.^[6] 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.^[7] 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 chatbots.^[8]