ServisBOT

Is conversation design dead? 😵 Only if you misunderstand what it is… Let me explain. If the user interface is conversational, and there’s some human orchestrator behind it, then that orchestrator is designing that conversation. Decades of UX design and conversation analysis doesn’t grind to a halt because an LLM can produce language. What language? Around what use case? Toward what end? And how ought the experience be? That is conversation design. The tools are changing, but you’re still designing conversations if you’re using #generativeai. If you design cars for a living, are you no longer an automotive designer if you design an electric car? Most of the end-to-end LLM bots I’ve used fail at even the most basic conversational principles because people think that you no longer have to design the experience. That couldn’t be more wrong. If you don’t know about turn-taking, you’ll never invite the next turn and scupper engagement. If you don’t know about expandable sequences, you’ll never progress the user down the journey they set out on and never reach your outcomes. If you don’t know about disambiguation, you’ll never understand the user need and cause abandons. If you don’t know about progressive disclosure and the maxim of quantity, you’ll throw 10 pages of content at someone and increase effort and cognitive load. If you don’t know about discourse markers, you’ll sound like a robot. If you don’t know the difference between explicit and implicit confirmations, you’ll either be far too cumbersome or far too vague and confusing. The one thing that is changing, thankfully and about time, is people are slowly realising that it’s not just about the words the thing says, it’s about the process it’s fulfilling and the experience it provides. We call it AI Service Design at VUX World. That includes conversation design, system, data and process design. Others have called it AI Design or Automation Design. I like Service Design because it’s all encompassing; everything required to deliver that interaction. If Spotify is a service and Netflix is a service and your call centre is a service, then so is your AI assistant. The role is expanding, the tools are changing, but if anyone thinks they can put the science of conversation aside, they’re sorely mistaken. #design #aidesign #ux #uxdesign #genai

What do you get when you cross LLMs with Voice? A crazy number of new projects! We're looking to hire someone with a very specific skillset and I suspect I am connected via a degree or two of separation to people like that. So if you know of anyone who fits this description and loves working on hot technologies, send them my way or just shoot an email to careers@servisbot.com - Really knows their way around SIP and modern voice tooling for contact centers or similar - Nods furiously when they hear terms like SBC, CUBE, Drachtio or STUN - Is as excited by the potential of LLMs and Voice as we are - Senior developer background, ideally in Node.js - Possibly moved over to Solutions Architecture or Sales Engineering - Has built on AWS and is not unfamiliar with Azure - Likes rolling their sleeves up and building things - Is comfortable moving between customer deep-dives and building solutions - Understands the worlds of Engineering and Customer Success equally - Enjoys working fully remotely - Is based in EU, UK or US (East Coast preferably)