# Conversational UX: what it is and how to get it right > Getting AI conversations right starts with how the conversation feels. Learn what Conversational UX is, with examples, and how to design it well. Source: https://www.conversationdesigninstitute.com/topics/conversational-ux --- [ Understanding AI ](/topics) # Conversational UX Getting AI conversations right starts with how the conversation feels to the person having it. The Conversation Design Institute (CDI) sees Conversational UX not as a technical interface, but as a human-centric design discipline that bridges the gap between technology and natural human communication. We always say: we don’t teach humans to speak to computers, but computers to speak with humans. So, we define Conversational UX as: the deliberate design of interactions between humans and AI that follows the natural rules of human conversation to achieve a specific goal. It’s about using empathetic design to optimize the agency of the person. As for which design elements are included in Conversational UX, that depends on which Conversational Interface you are creating. Watch video ![](https://img.youtube.com/vi/v-TP6glEC6s/maxresdefault.jpg) ## Chapters [What is conversational UX? ](#929dbbe3-8f4c-443d-bc6a-34eacd26a319) [Conversational UX examples ](#5d308951-23c9-4452-8010-6927175fa2dc) [How can CDI help? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) ## What is conversational UX? For us, how successful the "UX" of conversational interfaces is, is determined in large part by effort or friction. If a person has to put considerable effort into a conversation with an AI Agent, the UX has failed. A successful conversational interaction should feel like a "cooperative" dialogue—following Paul Grice’s Maxims: - Truthful - Relevant - Clear - Concise And, it’s not just the words. Visual elements, audio styles and even support for gestures can add to a total picture of conversational UX. Successful Conversational UX makes use of every aspect of the Conversational Interface that can help the customer get what they want with as little effort as possible. ## Conversational UX examples Conversational UX language elements will include Design Patterns like a good introduction, clear prompts, the application of turn taking and good error handling. Visual elements include the design of the chat widget itself, the use of an avatar and the use and design of buttons or carousels. Also, which font and font size, the shape and size of chat bubbles - if any - and the tempo in which text is presented. And more! All these design elements can contribute to a superior Conversational UX. When designing a Conversational UX, it’s important to familiarize yourself with the possibilities of the interface or platform you are using. For example, if you want to build a Whatsapp chatbot, make sure to investigate how Whatsapp presents buttons or interactive lists. From a corporate perspective it’s also important to adhere to existing guidelines and style conventions. The Conversational UX should feel like an extension of the brand experience rather than something alien to it. ### Conversational UX in Voice Specifically for voice based Agents, you will need to focus on audio elements like the voice prosody, cadence, speed and timbre. In other words: does the chosen Agentic voice resonate and help deliver good Conversational UX that matches the customers expectations of the brand? Designing a clear persona that matches the brand will help you make these design decisions with confidence. Finally, GenAI capabilities have further increased the scope of Conversational UX. For example the context memory of a GenAI powered agent is itself a powerful Conversational UX element. An Agent is much more capable if it can remember what subject it is talking about with a customer. After all, this allows the interaction to be more naturally conversational, leading to better Conversational UX. ## How can CDI help? CDI provides comprehensive training, live support, coaching, and consultancy services to empower businesses in developing Conversational AI solutions that adhere to best practices. Our experienced team guides you through every step of the process, ensuring your implementation is efficient, effective, and aligned with industry standards. [ Get business support ](/contact) ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ## Learn more about Conversational Interfaces [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home) ![CDI Method](/assets/images/icons/thick-dots/triangle.svg) ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) ![Conversation Design Fundamentals](/assets/images/icons/thick-dots/circle.svg) ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) ![Persona Development Module](/assets/images/icons/thick-dots/circle.svg) ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development) ![Behavior Design Module](/assets/images/icons/thick-dots/circle.svg) ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today. ![](/assets/images/icons/dots/rectangles.svg) [ View library ](/topics/browse-library) ![](/assets/images/icons/dots/circles.svg) [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai) ![](/assets/images/icons/dots/circle.svg) [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics) ![AI Ethics](/assets/images/icons/course/ai-ethics.svg) ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer) ![AI Trainer](/assets/images/icons/course/ai-trainer.svg) ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method) ![CDI Method Foundation](/assets/images/icons/course/cdi-method-foundation.svg) ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics) ![AI Ethics](/assets/images/icons/course/ai-ethics.svg) ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer) ![AI Trainer](/assets/images/icons/course/ai-trainer.svg) ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method) ![CDI Method Foundation](/assets/images/icons/course/cdi-method-foundation.svg) ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics) ![AI Ethics](/assets/images/icons/course/ai-ethics.svg) ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer) ![AI Trainer](/assets/images/icons/course/ai-trainer.svg) ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method) ![CDI Method Foundation](/assets/images/icons/course/cdi-method-foundation.svg) ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. 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