An Innocent Ethnographer in the Call Center

Conversational UX Design focuses most of its attention on properly structuring human-system conversations. However, there is another interactive aspect that must be considered: the context. In this presentation, we explain how ethnographic research can help to define, in the early stages of design, the parameters that govern the interactive context and, thus, the development of more effective human-machine conversations. Specifically, we will present a research case for the robotic automation of large volume of enquiries in a multilingual call center.

This is an open event and we welcome everyone (from any industry, knowledge level or role).

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🇧🇷 Nota para a comunidade: este evento é parte da nossa série chamada "Hello, World!" #HelloWorld. Todo o conteúdo será apresentado em Inglês e em poucos dias, o próprio YouTube oferece uma legenda automática que pode ser traduzida para Português. Em todo o caso, nos comprometemos a adicionar a legenda alguns dias após a transmissão. Saiba mais: https://bit.ly/botsbr-hello-world

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➤ 🗓 AGENDA

• Beginning and Ice breaking
• Opening and Bots Brasil's Intro
• Presentation
• Q&A

➤ 👥 SPEAKER

• Dr. Carmen Martinez (https://www.linkedin.com/in/drcarmenmartinez/)
  Dr. Carmen Martinez is a Conversation Analyst and Ethnographer of Communication working in Conversational Artificial Intelligence at FlixBus. As an expert in human-to-human conversation, she contributes to a cross-disciplinary team by automating customer service interactions, modelling both text- and voice-based human-to-machine conversations, and developing visual solutions for graphical and multimodal conversational agents. She is the author of “Conversar en español: un enfoque desde el Análisis de la Conversación” published by Peter Lang Berlin.

➤ 👀 CODE OF CONDUCT

Our goal, as a community, is to create an inviting and safe environment for exchanging experiences, collaboration, equity, networking and of course, lots of fun. Therefore, we ask that any person, company or entity that wants to participate in our events contribute and follow our code of conduct: http://bit.ly/conduta-botsbrasil

➤ 🏷 TAGS

Ethnography, UX Research, Conversational AI, Conversational UX, Human-computer Interaction, Human-computer Conversations, UX Design, Conversational UI