Customers know when they want to solve a quick problem in an automated way. However, those goals or customer’s “intent" look very different for a retail company versus an insurance company.
author name
Greg Bennett
My Background
Greg Bennett is Lead User Researcher at Salesforce on Einstein for Service, a product offering that leverages AI and chatbots to help support centers manage and grow their operations at scale. As a linguist, Greg focuses his chatbot research on empowering businesses to create chatbots that feel natural and helpful, build user trust, and meet user expectations for conversational behavior. His most recent paper, “Conversational Style: Beyond the nuts and bolts of conversation,” was published in the Studies in Conversational UX Design volume of the Springer Human Computer Interaction Series.
