"Bots at the Frontlines: Insights on How Conversational Interfaces Shape User Experience and Service Outcomes" is the title of Naim Zierau's dissertation. In his work, he investigated how interaction with chatbots and voicebots can be improved through targeted conversational design. In six projects, he looked at how various prominent verbal and non-verbal design elements (e.g. gender of the voice, interaction modality) affect the user experience with bots and ultimately the outcome of a service.
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