With Vincent Perrin (IBM), Amina Esselimani (SpeakUX) and Maaike Coppens (M.Creations), we took a deep dive into the world of conversational design. We discovered that inclusion is not an easy challenge to address. Thinking a conversation requires taking into account the background and context of as many users as possible. Adapting your speech is, therefore, essential and can help you boost your online sales.
“The user context is critical to building your customer experience. For example people booking a train in the evening are far more interested in their hour of arrival than their hour of departure.”
Amina Esselimani, SpeakUX
“Inclusion can be tricky because it’s about personalization but not about giving your chatbot a personality!”
Maaike Coppens, M.Creations
“You need to think about the people who will use your technology because dissatisfied users are your worst nightmare: detractors. ”
Vincent Perrin, IBM
Watch this roundtable in replay on conversation.iadvize.com