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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.

Time & Place

Oct 11

13:00 - 15:00

Classroom C

Classroom C


Meet Your Intructors

Martin Porcheron

Senior UX Researcher, Bold Insight

Martin Porcheron's PhD and academic work previously focused on the design and use of conversational technology in settings where there are multiple users. Martin uses conversation analysis in his design. Additionally, Martin is a founding member of the ACM Conversational User Interfaces (CUI) conference Steering Committee.

Leigh Clark, PhD

Senior UX Researcher, Bold Insight

Leigh has 10 year's experience in conducting user research with emerging technologies. He has conducted work on making conversational interfaces more trustworthy and ethical, improving voice interfaces for people who stammer, and developing appropriate design guidelines for these technologies.

What To Expect

Who Is This For?


What You'll Learn & Do?

Agenda & Activities


In order to register to our workshops you must purchase a Platinum Pass. With the Pass you are eligible to select up to 4 workshops. If you are interested in attending only one workshop you may purchase the Gold Plus Pass.

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