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A '''conversational user interface''' (CUI) is a [[user interface]] for computers that emulates a conversation with a real human.<ref>{{Cite web|date=2020-12-11|title=What Are Conversational Interfaces? The Basics|url=https://www.cxtoday.com/contact-centre/what-are-conversational-interfaces-the-basics/|access-date=2021-07-22|website=CX Today|language=en-GB}}</ref> Historically, computers have relied on [[text-based user interface]]s and [[graphical user interface]]s (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.<ref>{{cite web |title=Conversational Interfaces: Where Are We Today? Where Are We Heading? |website=Smashing Magazine |date=18 July 2016 |url=https://www.smashingmagazine.com/2016/07/conversational-interfaces-where-are-we-today-where-are-we-heading/ |ref={{SfnRef|Smashing Magazine}} |access-date=2018-05-23}}</ref> Instead, CUIs provide opportunity for the user to communicate with the computer in their natural language rather than in a syntax specific commands. <ref>{{cite web |last=Brownlee |first=John |title=Conversational Interfaces, Explained |website=Co.Design |date=2016-04-04 |url=https://www.fastcodesign.com/3058546/conversational-interfaces-explained |access-date=2018-05-23}}</ref>
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A [[chatbot]] is a web- or mobile-based interface that allows the user to ask questions and [[information retrieval|retrieve information]]. This information can be generic in nature such as the Google Assistant chat window that allows for internet searches, or it can be a specific brand or service which allows the user to gain information about the status of their various accounts. Their backend systems work in the same manner as a voice assistant, with the front end utilizing a visual interface to convey information. This visual interface can be beneficial for companies that need to do more complex business transactions with customers, as instructions, deep links and graphics can all be utilized to convey an answer. The complexity to which a chatbot [[question answering|answers questions]] depends on the development of the back end. Chatbots with hard-coded answers has a smaller base on information and corresponding skills. Chatbots that leverage machine learning will continue to grow and develop larger content bases for more complex responses{{Citation needed|date=November 2019}}.<ref>{{Cite web|url=https://onlim.com/en/the-history-of-chatbots/|title=The History of Chatbots - from ELIZA to Alexa|date=12 October 2017}}</ref>
More frequently, companies are leveraging chatbots as a way to offload simple questions and transactions from human agents.<ref>{{Cite web|title=What is a Chatbot and How Does it Work?|url=https://searchcustomerexperience.techtarget.com/definition/chatbot|access-date=2021-07-22|website=SearchCustomerExperience|language=en}}</ref> These chatbots provide the option to assist a user, but then directly transfer the customer to a live agent within the same chat window if the conversation becomes too complex, this feature is called Human Handover, chatbot platforms like BotPenguin and other platform offers such features in their chatbots.<ref>{{cite web|url=https://botpenguin.com/features/|title=BotPenguin}}</ref> Chatbots have evolved and have come a long way since their inception. Modern day chatbots have [[persona]]s which make them sound more human-like
==See also==
*[[User interface]]
*[[User interface design]]
*[[Artificial conversational entity]]
*[[Natural-language user interface]]
*[[Voice user interface]]
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