uxversity of livechat #1 "using conversational interfaces to build (better?) web forms"

uxversityof LiveChat

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Using Conversational Interfaces to Build (Better?) Web Forms13 January 2017

by Maciej Serafinowicz

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What is Conversational Interface?

“It enable users to command the computer with plain text (e.g., via text messages, or chatbots) or voice commands, instead of graphic elements. These interfaces often emulate human-to-human conversations.”

- Wikipedia

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Voice assistants- Siri (Apple) - Alexa (Amazon) - OK Google - Cortana (Microsoft)

1.

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Chatbots- Slackbot - Facebook M - Magic - Kik

2.

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Pseudo-chatbotsTraditional point-and-click GUI

(3.)

- Microsoft Clippy - Quartz

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What is web form?

“A webform, web form or HTML form on a web page allows a user to enter data that is sent to a server for processing. Forms can resemble paper or database forms because web users fill out the forms using checkboxes, radio buttons, or text fields. For example, forms can be used to enter shipping or credit card data to order a product, or can be used to retrieve search results from a search engine.”

- Wikipedia

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Web form components- text input (with or without validation) - radio button - file upload - textarea - select (dropdown) - checkbox (multiple seclect) - submit - reset

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Conversational formschat + web form =

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LiveChat Survey Bot(prototype)

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Regular Web Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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Regular Web Form Conversational Form

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File upload

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TARSDemo Awesome Rooms

Demo Domino Pizza

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Space10

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Summary

+ personal, human touch - deeper relation, more engaging + fresh and innovative + convenient, natural way + cross-platform + perfect for smart form scenario - adjusting questions based on answers.

— length of form - how long will it take to complete the form? — complicated mistake correction — limited trust for providing sensitive or confidential data

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Want to know more?

More…

Read my article on LiveChat's developer blog: "Using Conversational Interfaces to Build (Better?) Web Forms”

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