What is conversation design?

“Conversation Design is the process of designing a natural, two-way interaction between a user and a system (via voice or text) based on the principles of human-to-human conversation. The conversation is the exchange of information by language. For a conversation to take place, two speakers have a shared mental model and communicate their goals, questions, intentions, and emotion. These principles form the basis of good conversation and conversational AI design. Examples of conversational interfaces include voice interfaces like IVRs and voice assistants and text-based conversational interfaces such as interactive SMS and chatbots.”

Excerpted from: The what, why and how of great conversation & conversational AI design, on Voxgen.com