5 Ways Interactive Messages Can Enhance Customer Experience
Customer Experience (CX) refers to all the interactions between a business and its customers. CX matters because it has the ability to build or damage the relationship with the customer.
AI chatbots are a great way to improve the CX by providing immediate and personalised responses, thus enhancing customer satisfaction.
What Are Interactive Messages?
Interactive messages are pre-designed UI elements within chat interfaces. These include:
- Cards (text + image + buttons)
- Carousels (scrollable card sets)
- Buttons for direct actions (Book, Buy, Learn More).
- Forms or guided steps (multi-step inputs)
These elements allow users to tap or click instead of typing, reducing friction and speeding up task completion. Interactive messages are built for improving chatbot UX by giving users a more visual, guided experience.
Why Use Interactive Messages in Your AI Chatbot?
Interactive messages are a form of communication that allows businesses to engage with their visitors, making it easier and more natural for them to find what they are looking for.
Here are five practical reasons to use interactive messages in your AI chatbot:
1. Makes Information Easier to Understand
Cards and carousels let you structure content in a compact, visually organized format.
- Cards can show product info, pricing, features, or service details.
- Carousels allow users to scroll through multiple options.
This simplifies the decision-making process and helps users get answers without having to scroll through long paragraphs.
Example: A user asks for pricing. Instead of sending a table, the chatbot shows three card options — Basic, Standard, and Premium — with pricing and a “Select” button.
2. Improve the Visual Appeal of Your Chatbot
Interactive messages improve the look and feel of your chatbot instantly.
- Use branded images, color-coded buttons, and visually grouped responses.
- Reduce the monotony of text replies and keep users engaged.
A more visual interface reduces user fatigue, especially on mobile devices where text-heavy interactions can be frustrating.
3. Increase User Engagement and Interaction
Interactive messages guide users clearly on what to do next.
- Buttons provide one-click actions for common tasks (Book Now, Track Order, Talk to Agent).
- Carousels let users browse content without needing to type follow-ups.
This reduces friction, especially for first-time users unfamiliar with how to interact with a chatbot.
Example: A user wants to cancel an order. The chatbot shows three clear buttons — “Cancel,” “Reschedule,” or “Support” — making the process fast and frustration-free.
4. Personalised Recommendation
InInstead of sending a generic message to everyone, interactive chatbots can respond based on user data or real-time selections — and present the next best action through visual elements.
Use cases include:
- Smart product suggestions after a user clicks a category
- Service bundles based on past queries or location
- Quick links based on user segment (new vs. returning)
Example: A user selects “Looking for shoes” → the chatbot responds with a carousel of available brands and “Shop Now” buttons based on current stock and user’s past preference.
This isn’t just personalisation — it’s responsive UX.
5. Simplifying Complex Processes
Long forms or unclear instructions lead to drop-offs.
Interactive elements help simplify multi-step workflows by:
- Breaking down long forms into guided steps
- Allowing input collection in smaller, user-friendly chunks
- Providing quick validation or inline guidance
Example: Instead of sending a five-field contact form, the chatbot asks one question at a time using buttons and cards, leading to better completion rates.
Suggested Reading
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- Build Custom AI Agent for Your Shopify Store
Conclusion
Using interactive messages such as cards, carousels, images, and buttons, businesses can create AI chatbots that provide a dynamic, engaging, and user-friendly experience for their customers.
- Visual Appeal: Enhances the visual appeal, making the chatbot more inviting.
- User Interaction: Facilitates user interaction through clear calls to action.
- Personalisation: Personalises the customer experience with tailored recommendations.
Interactive messages ultimately result in higher consumer satisfaction and customer experience, which in turn results in business success.
