Thanks, interesting! I think segmenting on use case is obviously the key thing when comparing these two very different interaction techniques. A series of complex queries (where you gradually build up a turn-based dialogue) vs a pre-defined series of button clicks are very different. It seems we as designers in the current chatbot craze sometimes forget that the computational linguistics/dialogue system communities have figured a lot of this stuff out already.

Director of Service Design and Human-Centered AI at inUse. PhD and Associate Professor at Halmstad University. Father of two. I ride my bike to work.

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