More and more websites and apps are integrating chat functionalities. These are often connected to a service agent or a scripted bot to resolve simple issues. However, the traditional and confined chatbox is often disconnected from the application, service, or website. We use it to complain, to ask simple questions, and sometimes to work out more complex issues. Users usually resort to chat because information or features are unclear or missing.
This approach may work in many cases, but it’s worth thinking about improving the traditional conversational experience, making it more meaningful, perhaps even pleasurable.
The Conventional Conversational Experience
See original post