Types of conversational user experiences
Conversational user experiences (CUX) can be voice-based, text-based, or start in one type of conversational user interface and continue in another. There are different types of CUX that have different capabilities and functions. The terms for these kinds of experiences are often used interchangeably, but they differ in important respects. In this article, you'll learn about some common examples of CUX and how they differ from each other.
Copilots
Copilots are typically text-based CUX that help users find information or complete tasks on a website. Users type a question or request, and the copilot responds. The copilot might answer with natural language, show something visual like a map or a product image, or offer an action for the user to take, like adding an item to a cart or booking an appointment.
Copilots make the search experience more intelligent by helping users refine their search or disambiguate their query. Copilot conversations are either single-turn or multi-turn. Single-turn conversations are question and answer pairs that don't keep context from previous exchanges. Multi-turn conversations are more like human conversations that build on or follow from previous exchanges.
Virtual agents
Virtual agents are similar to copilots, but they have a more limited domain of specific functions or skills. They help users complete tasks like booking a flight, placing an order, or troubleshooting a technical problem. They might provide a conversational way to do things like fill out a form or look up information.
Virtual agents can be voice-based or text-based, depending on the platform and the task. They might have a name or an avatar to create a sense of personality.
Virtual assistants
Virtual assistants, or personal digital assistants, are usually branded personas, like Siri, Alexa, and Cortana, that can do many different tasks on behalf of the user. They also have an extensible platform that allows third-party companies to add new skills to them. For example, a user can ask a virtual assistant to order a ride, check the weather, or play music from different services.
Virtual assistants are usually voice-activated, but they can converse in text as well. Because of their voice and their branded name, they have a deliberately crafted personality to create an emotional connection with the user.