Description: Guided interaction is an approach in interface design where a chatbot or interactive system guides the user through a series of predefined steps. This type of interaction focuses on facilitating the user experience, ensuring that each action taken aligns with a logical and structured flow. Through questions and answers, the chatbot can direct the user towards solving a specific problem or completing a task, minimizing confusion and the risk of errors. Key features of guided interaction include clarity in instructions, personalization of the experience based on user responses, and the ability to adapt to different levels of user knowledge. This approach is especially relevant in contexts where the complexity of information can be overwhelming, such as customer support, online education, or app navigation. By providing a clear and direct path, guided interaction not only enhances user satisfaction but can also increase efficiency in problem-solving and decision-making.
History: Guided interaction has evolved with the development of artificial intelligence and chatbots. Early chatbot systems, such as ELIZA in the 1960s, offered very limited and unguided interactions. However, with advancements in technology and machine learning, chatbots have significantly improved, allowing for more sophisticated and personalized interactions. Starting in the 2010s, the use of chatbots in various technological fields began to grow, driving the need for more guided and effective interactions.
Uses: Guided interaction is primarily used in customer service, where chatbots can help users resolve specific issues step by step. It is also applied in online education platforms, where users are guided through courses and learning materials. Additionally, it is found in various applications, such as e-commerce, where users are assisted in the purchasing process, from product selection to payment.
Examples: An example of guided interaction is a customer service chatbot from a telecommunications company that guides users through billing issue resolution. Another example is a virtual assistant on a learning platform that takes users through a course, providing questions and resources at each stage. It can also be seen in travel booking applications, where the user is guided through selecting flights and hotels.
