The Art of Conversation (Design)
summary
Messaging dominates: 2 billion WhatsApp users and about 42% of people with smartphones, 87% of those using messaging, and analysts predict 70% of customer interactions by 2022 involve chatbots or ML. The claim is that conversation design — using Aristotle’s three‑act flow, Gricean maxims and Lakoff politeness — plus concrete tools (NLU, predictive analytics, seamless handover to humans, and UI patterns like quick action buttons) makes bots usable; examples show some systems succeed (Genesis blended handoff, Lemonade, Babylon) while many generic bots fail.
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chapters (10)
- 0:00Introduction to conversation design
- 1:04Messaging era and chatbots
- 3:53Role of conversation design
- 5:57Aristotle’s storytelling framework
- 8:06Seven storytelling principles
- 10:12Paul Grice’s conversational implicature
- 14:31Robin Lakoff’s principle of politeness
- 15:34Building relationships through design
- 16:39Cooperative systems and customer focus
- 17:21Q&A and resources
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