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July 1st, 2020
3:30 pm - 4:15 pm EDT

When Brands Talk: AI Conversation Along the Customer Journey

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We might call them bots, but the more responsive, personal, and seemingly intelligent our conversational technologies become, the more the customer will think of them not only as the voice of a company, but an extension of the company brand itself.

Jonathan will share insights into the development of Microsoft’s intelligent assistant Cortana and the creation of bot personalities and how they might inform the power of conversational UX in retail experiences.

What you’ll come away with:
•Perspectives on designing personality in humanlike interactions
•Insights into the power of voice interaction
•What kind of investment is necessary to create an intelligent brand expression

Key reflection questions:
•What are the potential benefits that human-like interaction will bring to retail experiences?
•What are some of the ethical considerations we might encounter?
•How might natural interaction impact our retail experiences on premise and online?

The Speakers

Jonathan Foster

Jonathan Foster leads UX writing teams at Microsoft, with a special focus on Conversational UI and development of bot personalities for brand expression. He formed the writing team for Microsoft’s digital assistant, responsible not only for what Cortana says, but for the development of Cortana’s personality. Currently, his team is expanding upon this expertise to provide a personality catalog available to developers and designers who build conversational experiences on Microsoft’s Bot Framework.

The RIW program has been developed to provide inspiration and direction to executives working in retail, at brands and their partner companies.

The Future of Retail festival has been produced by the team at Retail Innovation Week(R), a spin-off division from research and strategy think-tank PSFK.