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"Bots at the Frontlines: Insights on How Conversational Interfaces Shape User Experience and Service Outcomes" is the title of Naim Zierau's dissertation. In his work, he investigated how targeted conversational design can improve interaction with chatbots and voicebots. In six projects, he looked at how different prominent verbal and nonverbal design elements (e.g., gender of voice, interaction modality) affect the user experience with bots and ultimately the outcome of a service.
