Affect in Bot Conversations

Conversational Interaction Conference 2018, Feb 2018, San Jose, CA

In the near term, we can assume conversations with bots (voice and/or text) to remain short. With limited or no GUI necessary, the important differentiator of a delightful GUI now plays little to no role. With only limited information being exchanged in short conversations, opportunities for data-driven differentiation may also remain limited, (e.g. Google Home and Alexa Echo perform about equally, when asked for the weather). Deciding which bot, virtual assistant, or device to use, may come down to which is more likable (pleasant, friendly, kind, easy to like.) This talk explores possibilities of a more personalized, contextual and likeable customer engagement, by using affective computing technologies and emotions analytics.

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