Lead User Researcher, Salesforce
Greg is Lead User Researcher at Salesforce on Einstein for Service Cloud, a product offering that leverages AI and chatbots to help support centers manage and grow their operations at scale. Trained formally in linguistics, Greg focuses his chatbot research on conversational UX cross-cultural conversation design. His work includes practical best practices that empower businesses to design natural, helpful bot dialogs that build user trust and meet human expectations for conversational behavior. Greg’s most recent paper, “Conversational Style: Beyond the nuts and bolts of conversation,” was published in the conversational UX volume of the Springer Human Computer Interaction Series.
The Einstein Bots Product & UX team consists of product managers, designers, and a user researcher. The team brings together their expertise in CRM, machine learning, interaction design, and linguistics to craft a bot building platform that aims to help customer support centers scale their business across digital channels. We keep our users — end consumers, service agents, and admins alike — at the center of our design process, leveraging research to empower businesses to easily build chatbots that help end consumers and improve the service agent experience.