Susan Hura is a conversational user experience designer and strategist with deep experience in linguistics, user-centered design, and speech technologies. She has built multidisciplinary teams in industry and academia and holds a Doctorate in Linguistics from the University of Texas at Austin. Susan was Program Chair of the SpeechTEK Conference (2007-2016) and founding president of the Association for Conversational Interaction Design. As the Director of Conversation Design Services at Interactions, she leads a team who creates transformational conversational experiences for customers.
Usability testing can bring major benefits to organizations who are implementing Conversational AI applications. By soliciting feedback from the people who will use the system, organizations can increase trust, minimize frustration, and boost willingness to use self-service. Learn more in our blog.
Every conversation is built on cooperation, an unwritten contract about how we’ll work together to solve a problem using language. When we enter into a conversation, we accept responsibility for keeping the interaction on track and expect the same of our partner, whether they’re human or automated. Learn how the rules of conversation play a role in the quality of an automated customer experience interaction in this blog.