May 14

Product Stage

Best Practices for Designing Natural, Helpful Bot Dialogs for Customer Support

20 mins


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.

Greg Bennett

Lead User Researcher, Salesforce


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