Studies in Conversational UX Design
As voice interfaces and virtual assistants have moved out of the industry research labs and into the pockets, desktops and living rooms of the general public, a demand for a new kind of user experience (UX) design is emerging. Although the people are beco
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Robert J. Moore Margaret H. Szymanski · Raphael Arar Guang-Jie Ren Editors
Studies in Conversational UX Design
Human–Computer Interaction Series Editors-in-chief Desney Tan Microsoft Research, Redmond, WA, USA Jean Vanderdonckt Louvain School of Management, Université catholique de Louvain, Louvain-la-Neuve, Belgium
More information about this series at http://www.springer.com/series/6033
Robert J. Moore Margaret H. Szymanski Raphael Arar Guang-Jie Ren •
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Editors
Studies in Conversational UX Design
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Editors Robert J. Moore IBM Research-Almaden San Jose, CA, USA
Raphael Arar IBM Research-Almaden San Jose, CA, USA
Margaret H. Szymanski IBM Research-Almaden San Jose, CA, USA
Guang-Jie Ren IBM Research-Almaden San Jose, CA, USA
ISSN 1571-5035 ISSN 2524-4477 (electronic) Human–Computer Interaction Series ISBN 978-3-319-95578-0 ISBN 978-3-319-95579-7 (eBook) https://doi.org/10.1007/978-3-319-95579-7 Library of Congress Control Number: 2018949051 © Springer International Publishing AG, part of Springer Nature 2018 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Contents
1 Conversational UX Design: An Introduction . . . . . . . . . . . . . . . . . . Robert J. Moore and Raphael Arar Part I
Human Conversation and Conversational Agents
2 Adapting to Customer Initiative: Insights from Human Service Encounters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Margaret H. Szymanski and Robert J. Moore 3 Safety First: Conversational Agents for Health Care . . . . . . . . . . . . Timothy Bickmore, Ha Trinh, Reza Asadi and Stefan Olafsson Part II
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Agent Knowledge
4 Conversational Agents for Physical World Navigation . . . . . . . . . . . Jan B
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