This talk will discuss the best practices and pitfalls of Conversational User Interface (CUI) design for AI chatbots used in professional settings. Since 2023, Recorded Future has launched several natural language AI features to help our users interact with our complex threat intelligence database—the Intelligence Graph—and aid users in constructing advanced database queries.
For our users, the Recorded Future AI needs to fulfill several use cases: one is to partner with users on an individual level to aid in their iterative knowledge discovery workflows, and another is to produce written short and long-form summaries of user-defined (often esoteric) topics that users then share with stakeholders of varying levels of tech expertise.
Our user base imposes some distinct design challenges. Since our audience consists of cybersecurity professionals, algorithmic transparency is crucial as they place a premium on accuracy, explainability, and trustworthiness. It’s also a heterogeneous audience; every organization’s workflow or environment is unique, and the AI needs to be able to fulfill a wide variety of use cases in a myriad of different socio-technical contexts.
During our presentation, we will share the ways in which we’ve tackled these design challenges and the research that underpins our current design framework.
Björn Berg Marklund has a PhD in informatics and currently conducts UX research focused on understanding cybersecurity professionals’ varied and complex work tasks. Björn’s research examines the challenges of AI adoption from a socio-technical perspective, thus focusing on the “soft” social and cultural factors affecting users’ perceptions and expectations of AI and how these manifest in users’ behaviors in natural language interfaces.
