269: Designing Chatbots With The User In Mind

The use of chatbots continues to proliferate as companies double down on digital, but many deliver poor user experiences. In this episode, we're joined by VP, Principal Analyst David Truog to discuss his research on conversational AI (voice and text chatbots) and how designing successful experiences based on such technologies requires deep attention to human-centric design principles and the complex dynamics of perception and cognition. Click the titles below for more on this topic: The Future Of Chatbots The State Of Chatbots In Financial Services How To Scale Your Chatbot  

Om Podcasten

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.