Optimising User Experience with Conversational Interface

User Experience is perhaps one of the main aspects that maintain a customer loyal to cloud-based solutions or SaaS. With the rise of the natural language processing techniques, the industry is looking at automated chatbot solutions to boost and expand its services. This article presents a practical case study of the implementation of a chatbot solution to complement a CRM software called FOX-AIO, and then quantify as possible, following the most appropriate guides and answers available, the UX optimization. To achieve the goals of this solution without "reinventing the wheel", we present possible architectures to use at the top of some open-source and available tools on the market, with a special relief in the framework RASA to create the conversational system. This paper refers to a few use cases that are hypothetically possible to improve the user experience of an existing software system using a conversational interface on top of that. Also, we have proven the people should prefer using a conversational interface because of his simplicity, defended by a better score in the SUS scale, 70 against 58 to the traditional UI, and by the HEART framework.