Mariya “translates” arcane technical concepts into actionable business advice for Fortune 500 executives and designs lovable products people actually want to use. Follow her on Twitter to raise your A.I. IQ.

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Does conversation hurt or help Chatbot UX?

This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.

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