Designing Conversational Systems

Michael McTear and Marina Ashurkina

Chapter Chapter 2 in Transforming Conversational AI, 2024, pp 17-42 from Springer

Abstract: Abstract Conversation design plays a pivotal role in the development of a successful conversational system. In light of the customer dissatisfaction issues that arose from earlier telephone-based interactive voice response (IVR) systems, companies now recognize the criticality of delivering exceptional user experiences as they embrace the new and rapidly evolving technology of Conversational AI. Consequently, over the past few years, the demand for conversation designers has skyrocketed, giving rise to an entirely new industry centered around the art of conversation design.

Date: 2024
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DOI: 10.1007/979-8-8688-0110-5_2

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