© 2018

Studies in Conversational UX Design

  • Robert J. Moore
  • Margaret H. Szymanski
  • Raphael Arar
  • Guang-Jie Ren

Part of the Human–Computer Interaction Series book series (HCIS)

Table of contents

  1. Front Matter
    Pages i-viii
  2. Robert J. Moore, Raphael Arar
    Pages 1-16
  3. Human Conversation and Conversational Agents

    1. Front Matter
      Pages 17-17
    2. Margaret H. Szymanski, Robert J. Moore
      Pages 19-32
    3. Timothy Bickmore, Ha Trinh, Reza Asadi, Stefan Olafsson
      Pages 33-57
  4. Agent Knowledge

    1. Front Matter
      Pages 59-59
    2. Jan Balata, Zdenek Mikovec, Pavel Slavik
      Pages 61-83
    3. Rafal Kocielnik, Gary Hsieh, Daniel Avrahami
      Pages 85-115
  5. Agent Misunderstanding

    1. Front Matter
      Pages 117-117
    2. Toby Jia-Jun Li, Igor Labutov, Brad A. Myers, Amos Azaria, Alexander I. Rudnicky, Tom M. Mitchell
      Pages 119-137
  6. Agent Design

    1. Front Matter
      Pages 159-159

About this book


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 becoming familiar with Siri, Alexa, Cortana and others, their user experience is still characterized by short, command- or query-oriented exchanges, rather than longer, conversational ones. Limitations of the microphone and natural language processing technologies are only part of the problem. Current conventions of UX design apply mostly to visual user interfaces, such as web or mobile; they are less useful for deciding how to organize utterances, by the user and the virtual agent, into sequences that work like those of natural human conversation.

 This edited book explores the intersection of UX design, of both text- or voice-based virtual agents, and the analysis of naturally occurring human conversation (e.g., the Conversation Analysis, Discourse Analysis and Interactional Sociolinguistics literatures). It contains contributions from researchers, from academia and industry, with varied backgrounds working in the area of human-computer interaction. Each chapter explores some aspect of conversational UX design. Some describe the design challenges faced in creating a particular virtual agent. Others discuss how the findings from the literatures of the social sciences can inform a new kind of UX design that starts with conversation.


conversational UX design conversational interface conversation analysis human-machine communication conversation design

Editors and affiliations

  • Robert J. Moore
    • 1
  • Margaret H. Szymanski
    • 2
  • Raphael Arar
    • 3
  • Guang-Jie Ren
    • 4
  1. 1.IBM Research-AlmadenSan JoseUSA
  2. 2.IBM Research-AlmadenSan JoseUSA
  3. 3.IBM Research-AlmadenSan JoseUSA
  4. 4.IBM Research-AlmadenSan JoseUSA

Bibliographic information

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