Welcome to part 2 of our tutorial on multimodal conversation design. In part 1 we learned about the basics of multimodal design and its related inputs and outputs. Today we’ll dive into contextualized best practices, review a common use case and discuss what the future might hold for multimodal conversation design.

Contextual Design: Building Relevant and Customized Experiences

Context in multimodal conversation design is essential. We can’t just think in chat, or just think in voice, or visuals alone. We have to think about how they complement each other and which one best serves the user in any given moment. Where is the user? What are they…


Welcome to part 1 of our tutorial on multimodal conversation design. Today we’ll take an in-depth look at what multimodal design is and learn more about its related components. Then in part 2, we’ll discuss best practices, use cases, and the outlook for the future.

From the moment we wake up, to when we’re about to go to bed, humans are absorbing information in a variety of ways. We combine multiple senses or modalities — sight, touch, taste, smell, sound — to draw singular conclusions. Our senses work together to build our understanding of the world and the challenges around…


Conversation Design

Introduction

A common piece of writing advice is to “write what you know”. However, for conversation designers, we need to move beyond our own personal language usage, in order to provide the best conversational experience.

Every person has what is known as an “idiolect”: an individual’s unique use of language that encompasses vocabulary, grammar, and pronunciation. It is common for individuals to take their own experience with accents, grammar, and spelling rules, and expect others to follow those same rules. You may consciously or subconsciously judge others who break these rules. …


Voice Asistent

With nearly 1 in 4 U.S. adults already having a smart speaker in their home, voice assistants and conversational AI are quickly increasing in popularity in most major markets and becoming a normal part of people’s lives around the world.

Systems like Alexa and Google Home have created a new field of research in cognitive science that examines the effects of conversational devices interacting with users. …


According to Gartner, the number of businesses adopting artificial intelligence grew by 270% in the last four years. Yet there are a lot of misconceptions regarding all things related to AI. For instance, many believe that artificial intelligence is a relatively new field of study when in fact it’s almost 70 years old (the term artificial intelligence first came into use in 1956). Of course, a lot has changed since 1956. For one, artificial intelligence is no longer reserved for the biggest corporations and scientific institutions. The low cost (comparable to many legacy technologies) has allowed small-medium enterprises to integrate…


The days when human agents were the only viable form of customer service are long gone and things are changing. In fact, a large part of online shoppers actually wants to talk to chatbots. A recent report revealed that more than half of online shoppers (70%) prefer talking to a chatbot over a human agent if it means they do not have to wait.

Chatbots have also become far more advanced. Thanks to conversational AI, chatbots are now capable of understanding contexts, intentions, and handling multiple questions or deviations from the main topic flawlessly. Chatbot implementation and use cases have…


Last year, we listed some of the best examples of chatbots in the eCommerce industry, and while 2020 may have gone by faster than other years, a lot still happened. There was a massive shift in consumer behavior and expectations that drive major eCommerce trends. As a result of this, chatbots, and conversational AI, in general, have become much more relevant in 2021. Conversational AI projects are no longer limited to just customer service and businesses are deploying them for numerous other tasks. …


Automation has consistently been one of the fastest-growing fields in the past decade and also one of the most influential trends. It has been continuously expanding into increasingly complex areas of business operations such as finance and compliance. In the past few years, automation has also become a part of customer relations and management with the help of a technology called conversational AI — the latter proving its importance during the pandemic.

In 2020, with companies being short-staffed globally, automation helped bring productivity and operations closer to 2019 levels but it wasn’t just process automation on its own, conversational AI…


The COVID-19 pandemic is the first major global health crisis we’ve had in over 100 years and saying businesses were unprepared would be an understatement. Almost every single industry has faced major losses and lost months and even years’ of growth — but not all. While industries like tourism and aviation were hit particularly hard, some have thrived due to lockdowns and quarantine measures — eCommerce is one such industry.

According to the eCommerce Trends 2021 SearchNode Survey Report

A major shift in consumer habits and shopping trends in favor of eCommerce was already in progress for years but 2020 was the equivalent of a fast-forward button for eCommerce…

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