Last Updated on March 22, 2023

User Interface (UI) refers to the attributes that make an application, website, or software easily accessible to users. A great UI is a seamless blend of well-designed human-to-application interaction interwoven with good typography, organized screen layout, and appealing color schemes and graphics. Chatbot UI follows the same principles of well-planned and executed design, and here we will cover elements of great Chatbot UI design. 

What is chatbot UI?

A chatbot UI is a chatbot component that a user views and interacts with, including screen text, buttons, and menus. It can be classified as the entirety of what enables users to direct a chatbot to help them with issues. 

The difference between UI and UX

On the surface, user interface and user experience might seem similar words, but they’re very different from each other. The chatbot UI refers to the outlook of the software, whereas the UX is concerned with the customer’s overall experience with the product or service. Both of these words are related but are distinct concepts on their own.

The difference between UI and UX

In short, UI focuses on tangible elements such as font type, color palette, menu bars, etc. UX, on the other hand, focuses on the customers themselves and their experience while using the provided product or service.

To further understand the distinction between UI and UX, it is important to make unique typography choices that appeal to the customer while also being easy to navigate. This way, the customer can have a more pleasant and meaningful experience with the product or service.

Consider the example of designing a house. While UI can be the house’s architecture, UX refers to how the residents feel living in it.

Kommunicate's Chatbot UI

1. A Chatbot UI needs a suitable color palette for background colors

Minimalistic design is excellent for several purposes, whether a website, application, or chatbot UI. But this doesn’t mean you must go for black text on a white background. You can use 3 background colors to ensure that the chat dialog box, user text, and chatbot text can be distinct. This lets users distinguish every text element from each other, which is necessary for high usability.

2. A great chatbot UI needs to have organized visual elements 

A critical part of UI design is the visual aspect split into various elements. This includes structuring a visual hierarchy within the visual chat elements. This means making important parts of a UI instantly identifiable. 

Graphic designers will be familiar with color theory which applies to any UI with a graphic element. Along with color theory, designers can use font size, bolded characters, and more to highlight essential elements. These elements can include:

3. Use text and tone of voice to exhibit empathy

Regarding chatbot UI design, the text is at the heart of the conversational interface. The chatbot needs to leverage user personas to ensure they connect with the audience on their level. This includes the usage of relevant phrases, an appropriate tone based on the demographic, and interpreting user typos to provide accurate responses.

Use text and tone of voice to exhibit empathy

Another simple way to ensure chatbots sound more human is to repeat what a user says to be relatable. The end goal of using good chatbot text scripts is to emulate human behavior while simultaneously solving user issues and reassuring the user. 

4. Leverage user personas to build your chatbot personality 

User personas are typical user profiles constructed as a composite of characteristics and consumer behaviors. Such user personas represent a subset of customers with specific aspirations, skills, purchasing patterns, and related data. Context-specific data is critical here, for example, a fitness app will need to include the exercise and diet habits of users. A productivity app will include details such as screen time and applications used. 

Leverage user personas to build your chatbot personality

Finding the chatbot personality that will connect with your user includes a composite of the user base, chatbot purpose, and your brand identity. Now, what does this mean? 

From the customer side, you will need to find your customer segments and which segments will interact with your chatbot. Considering the perspective of your brand identity, you will need to ensure the chatbot represents your brand adequately. Brand identity includes the vision and mission of your business. Regarding the purpose of your chatbot, you should be clear on why your bot exists and its functionality. 

You can ensure that your chatbot is primed to excel in customer satisfaction by mapping all three elements of your chatbot persona. 

There are also two types of bot personas, one representing your brand as an individual, such as “Jenny’s cakes.” The other bot persona can be affiliated with a company, such as “The Cheesecake Factory.” This will also decide how your bot will interact with the users who use your site or app.

You might also want to read 5 Best Ways to Name Your Chatbot 

5. Ensure the conversation keeps flowing

You need to ensure your chatbots are progressively connected to your customers, so they do not face any obstacles to query resolution. Navigating from one flow to another without needing to access the main menu is desirable and promotes better transition. 

For example, if you are designing a chatbot that will teach people how to fix your car, make sure that all of the things that fall under automotive repair are covered under the chatbot. This can be-

  • Automotive Guide
  • Technicians
  • Repair processes
  • Auto component images
  • Each of these entities must have subjective properties of its own.

Now, for instance, if a customer asks your chatbot how to change a flat tire. In return, your chatbot will be able to give multiple options. Each of these options must have all the relevant properties covering all different entities such as image, name, technician, and repair process images

Well, that sounds good, but what if we had the facility of connecting one entity with another based on some standard parameters?

Achieving this will help all the customers have a better experience as they can transition smoothly from one entity to another. It will help them recognize the technician without exiting one flow and beginning with a new search. 

This is not entirely new, especially among e-commerce websites and blogs. It is indispensable for a chatbot to have this quality because flow disruption is relatively easy and fluidity in the flow promotes a good user experience.

Also read, How to Add Small Talk to Your Chatbot Dataset

To sum it up

Chatbot UI might look different for companies, but the underlying principles don’t change. Great chatbot UIs must be intuitive, easy to use and flexible in purpose, and visually appealing. When customers use a chatbot UI, they need to feel their issue/query is at least heard and acknowledged if not resolved. By adequately shaping your chatbot personality according to your user base and programming it, you can ensure customer satisfaction and delight. 


At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you on board to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.

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