Travel Website Conversation User Interface (CUI)

This CUI was designed as part of the 14 days daily conversation design challenge organized by Ryan, Hillary, & the UXWC team.

Day 4: Human Handoff

The goal of this challenge is to hand off the user to a human representative after failing multiple times.

Thought process:

The bot is failing because of misrecognition. The bot apologizes for not meeting the user's expectations and informs them that she still doesn't understand. The problem is therefore framed as due to the bot's lack of understanding rather than the user's (potentially poor) explanation. To help the frustrated user, the bot hands off to one of its human colleagues by asking the user if that's their intent. After receiving a confirmation, the bot acknowledges the user's response and informs them the wait-time, setting up an expectation of how long they might have to wait.