Dr. Carmen Martínez is a Conversation Analyst and Ethnographer of Communication working in Conversational Artificial Intelligence at FlixBus. As an expert in human-to-human conversation, she contributes to the cross-disciplinary team she works in by automating customer service interactions, modelling both text- and voice-based human-to-machine conversations, and developing visual solutions for graphical and multi-modal conversational agents. She holds a PhD in Conversation Analysis being her field of specialization conversational topic change practices in Peninsular Spanish.