We see AI being implemented in various ways to improve the user experience and create more personalized flows. We will take a look at how AI chatbots can be used by UX/UI designers to achieve this. First off, how do AI chatbots (language learning models) such as ChatGPT, Google’s Gemini, and Meta’s LLaMA improve the user experience?
According to Stan Vision, a high-performing UX design agency:
The beauty of AI chatbots is their ability to:
Help users navigate even the most complex platforms
Provide real-time support and personalized assistance
Improve the overall user experience and help address specific pain points
So, how can designers implement AI chatbots in their designs without learning complex code?
Today, we see a variety of AI tools emerging and becoming increasingly accessible. Creating a chatbot has become standard for many webpages and apps, and users are beginning to expect these services. I have used Voiceflow and Tidio to create a chatbot. Take a look at the demos and my reviews of each:
Voiceflow
Here is the scenario:
Create a chatbot for Beyond Main, a B2B company that teaches small business owners marketing techniques to grow their businesses. This AI chatbot aims to help a small business owner through the process of branding.
Voiceflow requires information input to create data for the system’s AI model to interpret and answer user questions. In the “Knowledge” section, I uploaded URLs to the website and various informational articles surrounding brand identity. This gives the database the information it needs to answer specific user questions.
Voiceflow can have a conversation with the user and act as an agent to reduce the need for available agents. This tool does require a bit more learning to understand its functions and perform its full capabilities. Tidio is simpler, requiring less learning and training time, but does not have the personality and versatility that Voiceflow does. Both can be great options for designers based on the complexity of the business and user needs.
Tidio
Here is the scenario:
I chose to create an AI chatbot for my design website. The chatbot guides the user throughout the webpage to help them gain knowledge of what I do and how they can contact me.
Tidio’s flow is pretty simple. The chatbot gives users options or “quick replies” to guide them without requiring large amounts of information for the LLM to interpret and answer the user.
Here, I chose three options:
Resume: The user is directed to my “About” page, where they can see my experience and background.
Design Projects: The user is directed to my “Projects” page, where they can view my design work.
Contact: The user is directed to contact me via the contact form on my page and is presented with my email address as an alternative.
My Review
Voiceflow can have a conversation with the user and act as an agent to reduce the need for available agents. This tool does require more learning to understand its functions and perform its full capabilities. Voiceflow is great if your goal is to personalize guest experiences and make them feel that they are chatting with a real agent. Tidio is more simplistic, requiring less learning and training time. However, it does not have the personality and versatility that Voiceflow does. It is great for simple directing or clear answers that are predetermined (e.g., “Are returns free?”). Both tools are great, depending on the complexity of the business and user needs.
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