The Art of Conversation: Designing Conversational User Interfaces

This 23-minute conference talk explores the best practices and pitfalls of Conversational User Interface (CUI) design for AI chatbots in professional settings, presented by Björn Berg Marklund, Lead User Experience Researcher, and Ruxandra Teodoru, Product Design Director, both from Recorded Future. Learn how Recorded Future has implemented natural language AI features to help cybersecurity professionals interact with their complex threat intelligence database and construct advanced queries. Discover the unique design challenges faced when creating AI systems for cybersecurity professionals who require algorithmic transparency, accuracy, explainability, and trustworthiness. The speakers share their research-based design framework that addresses these challenges while accommodating diverse workflows across different socio-technical contexts. Björn brings insights from his PhD in informatics and research on AI adoption from a socio-technical perspective, while Ruxandra contributes her extensive experience in building user-focused products and managing design teams. Recorded at the 2025 GAIA Conference in Gothenburg, Sweden.