Conversation Design: Skills and Strategies for Chatbots

Conversation design, at its heart, is about teaching computers to communicate like humans. It’s about making these experiences easy and intuitive, and reducing frustration.

Cathy Pearl, UX Lead on Google Assistant

As businesses across every industry consider how AI tools like virtual assistants, bots, and automation can influence operations, it can be tough to know how to find the right talent to support your efforts.

Skills needed for bot building


Austin Lacey, Manager of AI & CX Automation and Marlinda Galapon, Principal Conversation Designer, shared their experience at Zendesk, which includes:

  • Foundations of Conversation Design
  • Skill sets needed to support it
  • Building and resourcing Bot & CX Automation teams  

Resources Shared

tool evaluation framework

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