Webinar: Conversation Analysis for User Experience (UX) Design

Robert Moore Ph.D.

Research Scientist / Conversation Analyst

IBM Research – Almaden

Friday, March 29 2019

3:00 – 4:00 pm Eastern Standard Time

With recent advances in natural language understanding (NLU) techniques and far-field microphone arrays, natural language interfaces, such as chatbots and voice assistants, are emerging as a popular way to interact with computers. They have made their way out of the research labs and into the pockets, desktops, cars and living rooms of the general public. But although such interfaces recognize bits of natural language, and even voice input, they generally lack conversational competence, or the ability to engage in natural conversation. Today’s platforms provide sophisticated tools for analyzing language and retrieving knowledge, but they fail to provide adequate support for modeling social interaction. This job is left to the user experience (UX) designer or software developer to figure out. Fortunately, instead of relying solely on commonsense knowledge of how conversation works, UX designers can rely, in part, on conversation science. The Natural Conversation Framework (Moore and Arar 2019), developed at IBM Research, provides concepts, principles and interaction patterns adapted from the Conversation Analysis (CA) literature for designers. Its pattern language in particular offers 100 generic conversational UX patterns fashioned after patterns of how humans naturally talk. 

The goals of this webinar are:

  • to learn an alternative approach to UX design for conversational interfaces
  • to learn some of the basics of conversation theory and how to apply them to design
  • to learn about the core components of the Natural Conversation Framework

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