Chad, I am well aware of Don Norman’s work.

I think you may be missing my point. What I’m trying to say is that, from the user perspective, less user experience is better. I’m using…

Chad, I am well aware of Don Norman’s work. I’ve also studied Alan Cooper’s work on Interaction Design, so it’s not like I’m oblivious to those topics.

I think you may be missing my point. What I’m trying to say is that, from the user perspective, less user experience is better. I’m using my experience with my accountant as an illustration— after the initial on boarding, he started working on taking care of my taxes. I’ve never had any need to interact with him because he’s doing such a good job that there is no need to experience any subsequent interaction. That, to me, is what a good bot is. If I ended up having a lot of interaction with him, I’d start looking for a more qualified accountant, and would discontinue using his services as soon as I found a less fussy service.