Category: Voice of the Customer Research

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.