Dabby Phipps is a UX Designer/Researcher for CIO Design at IBM. She’s worked in various domains including healthcare, military, sales, IT support, and chatbots. Dabby has many years of experience conducting research in support of chatbots and has spent several years writing cognitive intents for an internal IT support chatbot. Twitter: @lbw8lrrh
Jason Telner, PhD, is a senior user experience researcher within IBM’s CIO design team. Jason has over a decade of UX research and design experience. He has several years of experience working specifically on conversational AI applications including digital assistants and voice interfaces specifically for customer support. Twitter: @jtelner
Jon Temple, PhD, is a Design Principal at IBM with over 25 years of experience in user-centered design and research. His work includes several years of integrating conversational chatbots into other solutions such as search and online chat. Twitter: @jongtemple
The rise in the number and usage of artificial intelligence applications such as digital assistants and chatbots has implications for the user experience. This article provides a brief history of AI and its relationship to UX, an overview of the interaction designer’s role, and user considerations and guidelines for building chatbots. The authors discuss how they applied these guidelines to meet design challenges for chatbots created for their company.