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Panel: The state of Conversation Design and Future Trends
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About the talk

Last year, Gartner Research published a study wherein they determined that companies developing #Conversational AI experiences "need to look beyond the technology to the implementation and design of dialogue to achieve success and sustainability." #Conversation Design is the discipline and method that enables teams to be strategic in their design of conversational experiences and create chatbots and virtual assistants that are helpful and natural with customers. This panel gathers leading experts in Conversation Design from across the globe to discuss how organizations of various sizes and industries approach this work, the tools they use, their team operations, and key insights they leverage in their design strategy.

00:00 Intro - about panelists

04:55 Background and thoughts about Conversation Design

12:08 Describing of Conversation Design

17:08 The Key principles of Conversation Design

21:23 About customers experience

22:36 Thoughts about virtual assistance

27:45 About process, role team and other components of Conversation Design

35:10 Skills for Conversation Designers

41:24 Multilanguage for Chatbots

48:57 Different challenges

50:52 Testing and research of Chatbots

59:04 Users for testing

1:01:45 Thanking

About speakers

Nikki Dunagan
VP; Conversation Design & Content Strategy at Bank of America
Srini Janarthanam
Lead Conversational AI Scientist at Builder.ai
Hans van Dam
CEO at Conversation Design Institute
Brynn Chadwick
Senior Service Design Lead - P2P at nib Group
Greg Bennett
Director of Conversation Design at Salesforce

As a lover of words, I use story-telling to convey a clear message for clients. I design conversation for digital assistants, outline detailed content strategies for product teams, and create consistency through voice/tone in UX writing. I work with clients in various industries including automotive, hospitality, sports/entertainment, restaurant, and real estate.

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Currently embarking on a journey to reimagine the contact centre for nib’s future success. My aim is to research, discover and design how automation can support our members and staff. My role seeks to reshape the function and effectiveness of digital assistants and customer support. By designing strategies and products that prioritise seamless member communication for better business outcomes.

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Linguist by training, Conversation Designer by trade. Passionate about analyzing language in practice to illuminate user ideologies about experience and design conversation with purpose.

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Play. All right, we are live. Hello, everybody. Welcome to the panel, the state of conversation, design, and future Trends. My name is Craig Bennett and I am conversation, design principle of Salesforce. And I'm super excited to be moderating a panel with our awesome. Awesome guests from across the globe. So, I'm sure, as you can tell from the different colors of everyone's backgrounds that were all in different time zones. I'm going to go ahead and start introducing our panel. Probably the one with the best time zone at the moment.

Something p.m. If Hans Van Damme who is co-founder and CEO of conversation. Design Institute of conversation design Institute, which the world's leading trading a certification Institute for conversation designers, have lost video of Hans and Mickey at the moment. We're going to keep going conversation, design Institute works with Brands, like Walmart JPMorgan, Google ABN aamro, and many others to make their AI systems. More eccentric help. Or natural Khan's lecture is at multiple universities and speaks often a conferences around the

world. So thank you for joining us. Our next. Thanks. Our next panelist is Trida. Who is conversational? AI engineer at NatWest? Treating you want to give a couple of words about are you in your back on your work a long time ago? So in the air 2000-2001, I think that I dug my very first language interface to database system is part of my undergraduate degree. And then I did my masters in my PhD. In AI nuts. Language processing. I worked at heriot-watt University

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February 4 - 5, 2021
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ai, application, bot, chatbot, conversation, data, design, healthcare, ml

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