The main downside of conversational UIs is the additional interaction cost they require. On the positive side, however, these AI assistants are typically implemented in a way that they are ever-present. They are just one click away and once the user clicks on them, they can start their workflow immediately. Navigation cost is reduced to zero.
We investigated cases where conversational UIs may be suitable. Two identifying characteristics are simplicity and infrequency. If interactions are long and complex, or the use case is too frequent, the balance tips against using conversational UIs.
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