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Oct 11


Beyond the Script: Decoding Trust and Conversation Dynamics to Build Better Chatbots

Join us for this two-part interactive masterclass as we delve into the topics of trust and the rules of conversation to help you design better conversational flows. We will explore what makes a trustworthy chatbot. Trustworthiness—and the nature of trust—comes in many forms, and understanding what needs to be done to establish trust is vital for a successful and engaging chatbot. We will also introduce ideas from conversation analysis (CA) - the study of interaction between people, and it tells us the rules of how people talk. Through this, you will gain insights into how to design chatbot responses to better meet your users’ needs and build their trust.

13:00 - 15:00

Classroom C

Martin Porcheron

Senior UX Researcher

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Leigh Clark, PhD

Senior UX Researcher

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Bold Insight

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Bold Insight is a member of the ReSight Global family, with over 220 researchers globally. We prioritise work on the usability and user experience of digital technologies, with the UK office home to two leading researchers on conversational technologies.

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