Wednesday, August 19, 2020

August 19, 2020

AI Conversation Along the Customer Journey


Jonathan Foster

6:00 pm

Pacific Time



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We might call them bots, but the more responsive, personal, and seemingly intelligent our conversational technologies become, the more the customer will think of them not only as the voice of a company, but an extension of the company brand itself.

Jonathan Foster, leader of the Edge Browser, Mobile Experiences & Conversational UI writing teams at Microsoft, will share insights into the development of Microsoft’s intelligent assistant Cortana and the creation of bot personalities and how they might inform the power of conversational UX in retail experiences.

What you’ll come away with:

  • Perspectives on designing personality in humanlike interactions
  • Insights into the power of voice interaction
  • What kind of investment is necessary to create an intelligent brand expression

Key reflection questions:

  • What are the potential benefits that human-like interaction will bring to retail experiences?
  • What are some of the ethical considerations we might encounter?
  • How might natural interaction impact our retail experiences on premise and online?

About the speaker(s)

Jonathan Foster

Jonathan Foster leads the Edge Browser, Mobile Experiences & Conversational UI writing teams at Microsoft. Their work includes UX writing across products and features in Windows and Office, writing conversational interactions for bots and non-persona-based interactions, and designing bot personalities.

He built the writing team for Microsoft’s digital assistant Cortana for the US and international markets, where they wrote what Cortana said and developed Cortana’s personality. The team is now expanding upon this learning to create a personality catalog for developers and designers who leverage the Microsoft’s Bot Framework.

Prior to his 11 years at Microsoft, Jonathan’s background is in film and television and the wine business in Napa, CA.

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