Conversation analysis should be a part of every conversation design team’s workflow. You may be doing it already without realising exactly what it is.

I reached out to Dr Maria Aretoulaki to find out exactly what conversation analysis is, why it matters and how she would use it for a new project.

Maria is the Director at DialogCONNECTION Ltd and she works with GlobalLogic (a HITACHI Group company) where she’s SME for ML/AI, design-led and data-driven Voice & Conversational AI (VOCAI) and VUI and CUI Design, and a Coordinator of the Web3 and Blockchain CoE.

Maria is a true veteran of conversational AI, so it was fantastic to chat with her!

00:00 Start

00:20 Maria's Introduction

02:38 Maria's VUI experience

05:33 30 seconds, go!

07:01 On 'copywriting' as a term for conversation design

08:45 What would you call the craft of utterance writing?

12:18 what surprised you most when you started designing conversations?

15:04 Customers creatively swearing at bots

17:09 What is conversation analysis?

22:03 What is ontology?

26:33 Ontology of human experience

30:10 Where would you expect to use conversation analysis in a new project?

33:10 What would you look for in the data?

36:09 Are recordings better than transcriptions?

38:48 Do transcriptions give enough detail?

43:20 How much detail is enough?

44:48 TTS and voice talent

48:08 Should conversation analysis adapt to different modalities?

51:58 Are ontologies intents?

53:51 Where can people learn more about conversation analysis?

57:51 Where can people follow you?

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