Shape
Conversational Interaction
Designing the turns of a typed or spoken conversation, including how it recovers from mistakes.
What is Conversational Interaction?
Designing the turns of a typed or spoken conversation, including how it recovers from mistakes.
What you learn
When a conversation goes wrong, repair it without starting over.
When it helps
people use dialogue to get things done, and conversations lose track or leave people unsure.
Use it at work
- Keep track of what’s already been said.
- Confirm important details before acting.
- When corrected, change only what was wrong.
- Make it clear whose turn it is.
Your output
Read transcripts where people corrected your bot. Check that it keeps what it knew and fixes only what was wrong.
Watch for
Restarting the conversation or ignoring the correction.
Related practices
Sources
- Conversation Design: Learn about conversation
- Human–Robot Interaction: An Introduction, second edition — Verbal Interaction
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