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Greg Bennett
Greg Bennett is Lead User Researcher at Salesforce on Einstein for Service, a product offering that leverages AI and chatbots to help support centers manage and grow their operations at scale. As a linguist, Greg focuses his chatbot research on empowering businesses to create chatbots that feel natural and helpful, build user trust, and meet user expectations for conversational behavior. His most recent paper, “Conversational Style: Beyond the nuts and bolts of conversation,” was published in the Studies in Conversational UX Design volume of the Springer Human Computer Interaction Series.
I’m sure we’ve all experienced how artificial intelligence (AI) has made its way into our everyday lives — social networks recognize faces in your photos, and websites even suggest new products based on things you already own. As customers, we expect these types of benefits to come from the brands...
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