Off the heels of embedded surveys, a feature we introduced earlier this year, our development team was tasked with re-imagining how surveys could be presented. The goal? To create a “conversational style” survey experience that could be embedded seamlessly on a client’s website.
This was not just about reshaping the interface—it was about fundamentally transforming the way we collect feedback. Traditional surveys often feel rigid, impersonal, and transactional. Our mission was to break free from that mould and create an experience that felt more like an engaging dialogue than an endless stream of questions.
But we faced a few critical challenges:
- How do we bring the “voice” of our clients into these conversations without compromising consistency?
- How can we keep participants engaged while collecting meaningful insights?
One solution quickly stood out: combining conversational surveys with the power of AI to probe deeper into participant responses. Let’s explore how these two elements complement each other and how they’re redefining the survey experience.
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Why Conversational Surveys?
When we talk about conversational surveys, the emphasis isn’t just on the chat-like interface. It’s about crafting an experience that mimics a natural, two-way exchange. Traditional surveys, even when thoughtfully designed, often fail to replicate this dynamic.
Here’s why conversational surveys work:
- Engagement through familiarity: Most people are accustomed to texting and chatting online. Presenting questions in a format they associate with everyday conversations makes the interaction feel intuitive and less daunting.
- Minimizing cognitive load: Instead of overwhelming participants with a long list of questions, conversational surveys focus on one question at a time, making the process feel manageable and personal.
- Real-time interaction: Unlike static surveys, conversational interfaces create the illusion of a real-time exchange, keeping participants more invested.
But where conversational surveys shine is in their ability to adapt. Traditional surveys operate on a predetermined script. Conversational surveys, powered by AI, can break free from that rigidity—asking dynamic, context-sensitive follow-up questions.
Learning from Digital Conversations
To design a conversational survey, we first looked at the digital communication formats people use daily:
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Format |
Expected Response Times |
Typical Interaction Style |
|---|---|---|
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Hours to days |
Transactional or formal |
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Forums |
Days to weeks |
Public discussion |
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Chat Rooms |
Real-time |
Group-oriented, casual |
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Text Messaging |
Minutes to hours |
Personal, 1-to-1 or group |
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Social Media |
Variable |
Public broadcast, casual |
From this list, text messaging stood out as it is:
- Personal and 1-to-1: A direct conversation between two parties.
- Real-time (when engaging): Unlike forums or emails, responses can be immediate, creating a sense of flow.
- Casual but meaningful: Text conversations feel informal yet personal enough to foster genuine responses.
(Venn diagram and table created by Nana Akwah, FlexMR)
Armed with these insights, we set out to replicate the essence of text messaging within a survey interface.
The Hidden Power of Conversational Surveys
There’s a hidden advantage to conversational surveys that goes beyond interface design. When you’re texting a friend, the conversation often continues as long as it remains engaging. There’s no predetermined end.
This flexibility is a game-changer for surveys:
- Dynamic length: A well-crafted survey can vary in length depending on the participant's engagement level. If a participant is particularly responsive, follow-up questions can extend the interaction naturally.
- Higher quality responses: Participants tend to provide richer, more thoughtful answers when they feel like they’re in a real conversation.
This is where AI comes into play—probing for deeper insights in a way that feels organic, not scripted.
The Role of AI: Prompting for Deeper Insights
In human communication, we instinctively mirror our conversational partner’s tone, expressions, and social cues. This mirroring helps build rapport and encourages openness. But how do we replicate that in a digital survey?
Traditionally, follow-up questions in surveys are pre-written. While functional, this approach often feels rigid and generic. AI changes the game by introducing adaptability and nuance:
- Contextual understanding: AI analyzes textual responses in real-time, identifying areas where deeper probing can yield valuable insights.
- Personalized follow-ups: Instead of generic prompts, AI can tailor questions to the specific context of the participant’s answer, making the interaction feel unique.
- Efficiency at scale: With AI, clients can receive richer insights without manually crafting follow-up questions for every possible response.
For example, if a participant says, “The service was okay, but the wait time was too long,” PromptAI could follow up with:
- “We’d love to understand more about the wait time—how long were you waiting, and how did it affect your experience?”
This level of specificity not only enhances the participant's engagement but also delivers actionable insights to the client.
Designing for the Perfect Fit: AI and Conversational Surveys
Integrating AI probing into a conversational survey wasn’t just a technical challenge—it was a design challenge. For this combination to work seamlessly, we had to ensure the interface complemented the AI’s capabilities.
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| The combination of conversational surveys and AI is about reimagining how we communicate, creating a feedback process that doesn’t just gather data but fosters understanding. |
Key Design Principles
- Maintain the illusion of spontaneity: The interface needed to create the impression of a natural back-and-forth exchange.
- Provide subtle cues: While participants know they’re interacting with a digital system, subtle design elements (like typing indicators) help reinforce the conversational illusion.
- Balance depth and brevity: AI follow-ups should be probing but not overwhelming, maintaining the flow of the conversation.
By adhering to these principles, we’ve created a survey experience where AI-enhanced follow-ups feel like an integral part of the conversation—not an afterthought.
A Win-Win for Clients and Participants
The synergy between conversational surveys and AI-powered follow-ups benefits both sides of the equation:
- For participants: The experience feels less like completing a task and more like having a meaningful conversation.
- For clients: They receive richer, more nuanced insights, often uncovering details that wouldn’t surface in a traditional survey.
As we continue refining this approach, the possibilities are exciting. Imagine conversational surveys that adapt in real-time, not just to individual responses but to broader patterns and trends—creating a feedback loop that’s more dynamic, engaging, and insightful than ever before.
At its core, the combination of conversational surveys and AI is about reimagining how we communicate. It’s about creating a feedback process that doesn’t just gather data but fosters understanding and connection.
By blending the familiarity of text messaging with the analytical power of AI, we’re not just asking questions—we’re starting conversations that matter.
