Building an AI conversational platform
A design system for language
While natural language processing is a powerful tool, we’ve all experienced the frustration of a voice interaction gone wrong. A voice user interface isn’t enough to help customers effectively command services and resolve their issues. Great communication requires more than words - it combines data, visuals, and actions.
Trying to get customer service via a chat window is often a terrible experience because the paradigm itself is broken.
Chat windows are rife with UX failures, a major one being that conversations aren’t linear, which means the chat timeline doesn’t align with the randomness of how people talk, and topics of conversation can quickly diverge. You end up with a mess of content that goes all over the place. How do we improve it?