Who benefits when organisations use conversational UIs and other chat tools? Is it about saving money or delivering a better service?
What ethical issues do they raise? Do you tell users they are talking with a bot? How do developers respond to the cultural norms users bring to the ‘conversation’?
And what are the issues around accessibility and for which user groups?
The 2017 UKGovcamp was an opportunity for some of us to share what we do know and identify a few of the many areas where we need much more research into tools that are appearing everywhere.
My thanks to all those who took part in the session.