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User Experience

December 02, 2016

Chatbots: A Programmatic Approach to User Happiness

When users want information, they want it fast. Studies have shown that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience. 69% attributed their good customer service experience to quick resolution of their problem. What if there were an omniscient digital entity that was able to respond to user requests at lightning speed, all at once?

September 19, 2016

Bot Analytics: An Interview With Dennis Yang Of DashBot

Dennis Yang is the co-founder and chief product officer of Dashbot, an analytics platform for bots. Previously, he was the co-founder of Bureau of Trade (acquired by eBay) and Techdirt, a popular technology blog. He was also the ninth employee of Infochimps (acquired by CSC) and the ninth employee of mySimon (acquired by CNET). He earned his BS in mechanical engineering from Cornell University. You can follow him on Twitter at @sinned.

August 10, 2016

Crowdsourcing: Spotify's Secret Weapon for Curation at Scale

At first, Spotify's Discover Weekly seems no different than recommendation engines available through Apple's or Pandora's streaming platforms. But take a peek under the hood, and you'll notice the streaming giants have taken three distinct routes to serving up hits. Apple's newest streaming platform, Apple Music, offers tracks sorted by genre and curated by teams of internal editors. The recommendations, to be sure, are spot-on — but one has to wonder: Is the model viable for companies that, unlike Apple, can't afford to run at a perpetual loss?

July 13, 2016

Why The DMV Should Be Run By Chatbots

The Department of Motor Vehicles. It’s the dawdling sloth of civic systems, a poster child of institutional languor. Truly the great American equalizer, it tests patience and tempts fury across races, genders, ideologies, and social strata.

May 16, 2016

Hey Siri, What's a Conversational User Interface?

“What’s the best steakhouse in Chicago? Could you make me a reservation for a date this evening?” “Certainly. I’ll find a great steakhouse near you and get a table for two.” This conversation was not between an out-of-town visitor and a hotel concierge, it was a conversation with a computer. Welcome to the future of product design: the conversational user interface.