Conversational access to business software: 10 criteria for the product director

Context and evolution

ChatGPT’s public release in December 2022 highlighted the use of natural language for complex searches. Business software user interfaces are reaching a “tipping point” with three generations of interaction:

The Web — technological development of the 1990s (Internet, JavaScript, XML)
Mobile applications — arrival of iPhones with app stores (2007)
Conversational access — direct expression of requests through simple conversation

For occasional users or frontline workers, conversation is the most obvious access method. The benefits are multiple: improved user experience quality, increased adoption rate, reduced customer service burden, and innovative market positioning.

The 10 essential criteria

1. Use cases

Identify functions without complex graphical interfaces. Complete products (HRIS, ERP, Finance) typically offer “a few dozen relevant use cases” for a conversational interface.

2. Flexibility

Adapt the implementation to future evolutions without excessive effort. Handle business jargon, proper nouns and authentication.

3. Access channels

Diversify presence across MS Teams, Slack, WhatsApp, mobile apps and even voice, to maximise access while offering “a unified experience”.

4. Multilingual

Ability to offer conversational access simultaneously to the entire customer base and to add new languages easily.

5. Implementation timeline

“Unless your team already has sharp NLP (Natural Language Processing) skills, don’t expect quick results.” Estimated timeline: 6 to 24 months for full rollout.

6. Cost

Design and development: €60,000 to €600,000
Operations: NLP and generative AI tool costs
Maintenance: necessary and non-negligible

7. Available skills

Balance corrective maintenance against innovation. Focus efforts on the core business and user quality.

8. User experience

Essential criteria:

Comprehension quality
Tolerance for input errors
Response quality
Handling of incorrect requests
User assistance
Absence of hallucinations
Exchange speed

9. Explainability

NLP is not magic and can be opaque. Risks: bias, hallucinations, fake news. Mastering the technologies and data enables the required transparency.

10. Security, privacy, sovereignty

“Business applications often handle confidential, even personal data.” A “security & privacy by design” architecture is required.

Conclusion

Technologies now make conversational interfaces accessible to all business software publishers, but they require “finesse, expertise and attention”, as they become a major point of contact with customers.