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MICROSOFT CORTANA
Microsoft Cortana—Conversation Designer and Content Strategist
People said all sorts of things to the Cortana AI, including offensive utterances, which needed to be handled sensitively.
Challenge
• Create responses to offensive queries. The responses should shut down the conversation but should not offend the user.
• Make sure the responses follow the Cortana personality and writing guidelines.
Action
• Iterated on and wrote responses that adhered to guidelines set by the team.
• Collaborated with editorial team to ensure Cortana’s responses were sensitive and kind per the personality guidelines.
Value
• The responses shut down the conversation in a non-offensive way.
• The responses addressed thousands of offensive utterances.
Challenge
• Create responses to offensive queries. The responses should shut down the conversation but should not offend the user.
• Make sure the responses follow the Cortana personality and writing guidelines.
Action
• Iterated on and wrote responses that adhered to guidelines set by the team.
• Collaborated with editorial team to ensure Cortana’s responses were sensitive and kind per the personality guidelines.
Value
• The responses shut down the conversation in a non-offensive way.
• The responses addressed thousands of offensive utterances.
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