Websites and apps are our modern equivalent of phones. You create them so that people can serve themselves. Make your site or app a good conversational partner.

When interacting with generative-AI bots, users engage in six types of conversations, depending on their skill levels and their information needs. Interfaces for UI bots should support and accommodate this diversity of conversation styles.

Here’s what I hear: “I can’t get ahold of this person” or “They’re not responding to me.” What’s not being said: “Because all I’ve done is emailed them.”