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Hello.45 Main St 3rd Fl . Brooklyn, NY 11201
P: 718-625-4843
www.hugeinc.com
MARCH 12 TH , 2 01 7 | D E SI G NI NG INTEL L...
03.1 2.201 7
Designing Intelligent
Conversations
AGEN DA
3
1. Intro.
2. Talk.
3. Design.
4. Break.
5. Build.
Introductions.
TALK
4
5
Introductions
Austin Beer
UX-er
David Sicher
Prototyper
Matt Ryan
Prototyper
6
Los Angeles.
7
<3 Workshops
8
JesusBot
INT RODUCTIONS
Helps connected christians pray
regularly, get advice, and directs
donations to great non-profit...
Introducing
chatbots.
DESIGNING INT ELLIGENT CON VER SATIO NS
9
What is a
chatbot.
TALK
10
A chatbot is software you
have a conversation with.
DE FININ G CHATBOTS
11
12
Anything can
be boiled
down to a
conversation.
CHATBOT BA SIC S
Deciding
what make.
TALK
13
1. Mini-version of your business.
2. Extend your marketing.
3. Focus on automation.
AWESOME KINDS OF CHATBOTS
14
15
Mini-version of your business.
AWESOME KINDS OF CHATBOTS
MediaFinance Transportation
16
Extend your marketing.
AWESOME KINDS OF CHATBOTS
Blog / Notifications Portfolio SiteCampaigns
17
Focus on automation.
AWESOME KINDS OF CHATBOTS
Customer ServiceOperations Legal
The stakes of
automation.
TALK
18
19
Gort
20
Art & science utopia?
21
Invincible police-state?
22
Automating religion?
2323
Guided mediation. Regular reflection.
Habitual religiousness
AUTOMATION NOW
Relationship design.
2424
AUTOMATION NOW
Is this really
what we want?
Time to make some decisions.
25
Who do you want to help?
Or replace?
WHY THIS MATTER S
26
What are the roles for
bots in the future?
WHY THIS MATTER S
27
What are the roles for
humans in the future?
WHY THIS MATTER S
28
Explore what relationships do we
want automated by technology
& which we don’t.
TOD AY’S LESSON P LA N
29
WHY DESIGN MATTER S
Design identifies the
right thing to make.
30
Solve messy problems with
iterative, collaborative &
empathetic methods.
DE SIGN THINK ING
31
Time to start designing.
32
Designing
conversation.
DESIGNING INT ELLIGENT CON VER SATIO NS
33
Let’s figure out the goals,
structure, & what to say.
REME MBER GOOD CO NVER SA TI ON?
34
Picking goals.
DESIGNING INT ELLIGENT CON VER SATIO NS
35
Define the relationship.
CHATBOT PERSONA
36
1. Parent.
2. Pal.
3. Pet.
DEFINING T HE RELATIONSHIP
37
1. What does it tell users to do?
2. What does it do with users?
3. What do users tell it to do?
DEFINING T HE RELATIONSHI...
1. Remind people to pray.
2. Help with ethical problems.
3. Send donation to a non-profit.
DEFINING T HE RELATIONSHIP
39
1. What does it tell users to do?
2. What does it do with users?
3. What do users tell it to do?
DEFINING T HE RELATIONSHI...
Take 5 min to write Parent,
Pal, & Pet behaviors.
TEAM WORK MAKES THE DR EAM WOR K
41
What to say.
DESIGNING CONVERSATION
42
How might we sketch the kind of
conversation we are having?
THE PROBLEM
43
THATS HOW
Conversation
Mapping
44
Using post-it notes to be
clear & collaborative.
ADVANCED CON VERSATIO N MAPPI NG
45
46
47
Clicked buttons
Utterances
Natural Language
Processing (NLP)
The script The interaction
48
49
Pray
Advice Donations
Pick a Parent, Pal, & Pet goal.
Take 10m to sketch out a
conversation!
TEAM WORK MAKES THE DR EAM WOR K
50
Structuring
conversations.
DESIGNING CONVERSATION
51
We quickly end up
lost in the details.
52
Stay focused on structuring
interesting kinds of conversations.
CON VERSATION STRUCTURES
53
54
Try having a different kind of
conversation.
CO NVERSAT ION STRUCTURES
String of
Pearls
Train
Track
Parallel
Track
Open...
5555
CO NVERSAT ION STRUCTURES
Train Tracks for
customer service
& routing.
5656
CO NVERSAT ION STRUCTURES
String of Pearls for
news, quizzes, blogs,
& notifications.
5757
CO NVERSAT ION STRUCTURES
Open World for
entertainment &
fuzzy searching.
5858
CO NVERSAT ION STRUCTURES
Parallel Paths for
switching between
human & bot, or agents.
5959
CO NVERSAT ION STRUCTURES
Hub & Spoke for
menus, core stories,
& easter eggs.
Take 5m to identify the
structure of your conversation.
Where would you expand to?
TEAM WORK MAKES THE DR EAM WOR K
60
Get ready to make
some bots.
DESIGNING INT ELLIGENT CON VER SATIO NS
61
Tooling &
setup.
BUI LD
62
Copy the files from
the USB drive to your
computer.
Super easy.
STEP 1
63
Run the Docker
Installer & follow the
onscreen instructions.
We believe in you.
STEP 2
64
Open the folder
named ‘demo-bot’.
Double click the
‘Install’ file.
That’s it for now!
STEP 3
65
Break.6100 Wilshire Blvd, LA CA 90048
www.hugeinc.com
Making a chatbot.
DESIGNING INT ELLIGENT CON VER SATIO NS
67
A.I. is not magic.
BUI LD
68
A.I.
69
A.I. is “the capability of a
machine to imitate
intelligent human behavior.”
70
― Merriam Webster
AI is the science of engineering
machines that are capable of
non-trivial, non-routine computations.
MATT SAYS
71
AI is a system that provides the
correct service to the user
based on the user’s input.
DAVID SAYS
72
AI is anything that has
been designed with
human behaviors in mind.
AUSTIN SAYS
73
The spectrum of intelligent
human behavior.
LETS GET C LEAR ON A.I.
74
Very complex
systems
Made for
humans
Mapped out
act...
A.I. IS NOT M AGIC
Instead of worrying
about A.I., focus on
your services.
75
Machine Learning & API’s
help make chatbots feel “smarter.”
AI IS N OT M AGIC
76
Machine Learning.
77
Machine Learning is a
method to detect patterns
in large data sets.
78
― Austin, David & Matt
1. NLP / Speech Recognition.
2. Geo-Location and Mapping.
3. Image tagging.
EXAMP LES OF MAC HINE LE ARN ING APPLICATIONS
...
A.I. IS NOT M AGIC
Machine Learning is
not required for most
chatbots.
80
API’s.
81
API integrations connect chatbots
to services and to the real world.
WHY API’S
82
1. Getting user data.
2. Connecting with Internet of Things.
3. Sending a purchase request.
EXAMP LES OF API INTEGRATIO NS...
A.I. IS NOT M AGIC
Creative use of API’s
is the real magic.
84
Now let’s
really make
the bots.
BUI LD
85
Register at
join.riseofthebots.net
You will receive a email confirmation shortly.
STEP 1
86
Go to
slack.com/apps/
manage/custom-
integrations
The link is in slack.
STEP 2
87
1. Click ‘Bots’.
2. Click ‘Add Configuration’.
3. Enter a username.
4. Click ‘Add bot integration’.
5. Copy your token. (w...
1. Double click the LAUNCH file found in the
demo-bot folder.
2. When prompted, enter your slack token
and press ENTER.
3....
Follow along &
get making.
You are amazing.
STEP 5
90
Rising of the bots.
DESIGNING INT ELLIGENT CON VER SATIO NS
91
Bot imperatives.
DESIGNING INT ELLIGENT CON VER SATIO NS
92
93
Paul Grice
1. Quantity.
2. Quality.
3. Relation.
4. Manner.
GRI CE’ S MAXIMS
94
Be helpful & clear. Don’t ramble
or have too many options.
MAXIM OF QUANTI TY
95
Be honest about what you do
& don’t over simplify.
MAXIM OF QUALI TY
96
Respond to everything, but
remember the goal.
MAXIM OF RELATION
97
Consider how what is said is said.
Be enjoyable, not curt or overwhelming.
MAXIM OF MANNER
98
ALWAYS REME MBER
Fuck the rules.
99
Technically, Grice said “flout the maxims”.
Done.6100 Wilshire Blvd, LA CA 90048
www.hugeinc.com
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Designing Intelligent Coversations: A Chatbot Workshop

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A workshop for people to learn how to make chatbots! Discussing UX, AI, and much more. This was presented at SXSW 2017 and at O'Reilly Design Conference by Austin Beer, David Sicher, and Matt Ryan.

Published in: Technology

Designing Intelligent Coversations: A Chatbot Workshop

  1. 1. Hello.45 Main St 3rd Fl . Brooklyn, NY 11201 P: 718-625-4843 www.hugeinc.com MARCH 12 TH , 2 01 7 | D E SI G NI NG INTEL LIGEN T CONVERSATIONS @SXSW
  2. 2. 03.1 2.201 7 Designing Intelligent Conversations
  3. 3. AGEN DA 3 1. Intro. 2. Talk. 3. Design. 4. Break. 5. Build.
  4. 4. Introductions. TALK 4
  5. 5. 5 Introductions Austin Beer UX-er David Sicher Prototyper Matt Ryan Prototyper
  6. 6. 6 Los Angeles.
  7. 7. 7 <3 Workshops
  8. 8. 8 JesusBot INT RODUCTIONS Helps connected christians pray regularly, get advice, and directs donations to great non-profits. 8 @MKLoomis
  9. 9. Introducing chatbots. DESIGNING INT ELLIGENT CON VER SATIO NS 9
  10. 10. What is a chatbot. TALK 10
  11. 11. A chatbot is software you have a conversation with. DE FININ G CHATBOTS 11
  12. 12. 12 Anything can be boiled down to a conversation. CHATBOT BA SIC S
  13. 13. Deciding what make. TALK 13
  14. 14. 1. Mini-version of your business. 2. Extend your marketing. 3. Focus on automation. AWESOME KINDS OF CHATBOTS 14
  15. 15. 15 Mini-version of your business. AWESOME KINDS OF CHATBOTS MediaFinance Transportation
  16. 16. 16 Extend your marketing. AWESOME KINDS OF CHATBOTS Blog / Notifications Portfolio SiteCampaigns
  17. 17. 17 Focus on automation. AWESOME KINDS OF CHATBOTS Customer ServiceOperations Legal
  18. 18. The stakes of automation. TALK 18
  19. 19. 19 Gort
  20. 20. 20 Art & science utopia?
  21. 21. 21 Invincible police-state?
  22. 22. 22 Automating religion?
  23. 23. 2323 Guided mediation. Regular reflection. Habitual religiousness AUTOMATION NOW Relationship design.
  24. 24. 2424 AUTOMATION NOW Is this really what we want?
  25. 25. Time to make some decisions. 25
  26. 26. Who do you want to help? Or replace? WHY THIS MATTER S 26
  27. 27. What are the roles for bots in the future? WHY THIS MATTER S 27
  28. 28. What are the roles for humans in the future? WHY THIS MATTER S 28
  29. 29. Explore what relationships do we want automated by technology & which we don’t. TOD AY’S LESSON P LA N 29
  30. 30. WHY DESIGN MATTER S Design identifies the right thing to make. 30
  31. 31. Solve messy problems with iterative, collaborative & empathetic methods. DE SIGN THINK ING 31
  32. 32. Time to start designing. 32
  33. 33. Designing conversation. DESIGNING INT ELLIGENT CON VER SATIO NS 33
  34. 34. Let’s figure out the goals, structure, & what to say. REME MBER GOOD CO NVER SA TI ON? 34
  35. 35. Picking goals. DESIGNING INT ELLIGENT CON VER SATIO NS 35
  36. 36. Define the relationship. CHATBOT PERSONA 36
  37. 37. 1. Parent. 2. Pal. 3. Pet. DEFINING T HE RELATIONSHIP 37
  38. 38. 1. What does it tell users to do? 2. What does it do with users? 3. What do users tell it to do? DEFINING T HE RELATIONSHIP 38
  39. 39. 1. Remind people to pray. 2. Help with ethical problems. 3. Send donation to a non-profit. DEFINING T HE RELATIONSHIP 39
  40. 40. 1. What does it tell users to do? 2. What does it do with users? 3. What do users tell it to do? DEFINING T HE RELATIONSHIP 40
  41. 41. Take 5 min to write Parent, Pal, & Pet behaviors. TEAM WORK MAKES THE DR EAM WOR K 41
  42. 42. What to say. DESIGNING CONVERSATION 42
  43. 43. How might we sketch the kind of conversation we are having? THE PROBLEM 43
  44. 44. THATS HOW Conversation Mapping 44
  45. 45. Using post-it notes to be clear & collaborative. ADVANCED CON VERSATIO N MAPPI NG 45
  46. 46. 46
  47. 47. 47 Clicked buttons Utterances Natural Language Processing (NLP) The script The interaction
  48. 48. 48
  49. 49. 49 Pray Advice Donations
  50. 50. Pick a Parent, Pal, & Pet goal. Take 10m to sketch out a conversation! TEAM WORK MAKES THE DR EAM WOR K 50
  51. 51. Structuring conversations. DESIGNING CONVERSATION 51
  52. 52. We quickly end up lost in the details. 52
  53. 53. Stay focused on structuring interesting kinds of conversations. CON VERSATION STRUCTURES 53
  54. 54. 54 Try having a different kind of conversation. CO NVERSAT ION STRUCTURES String of Pearls Train Track Parallel Track Open World Hub & Spoke
  55. 55. 5555 CO NVERSAT ION STRUCTURES Train Tracks for customer service & routing.
  56. 56. 5656 CO NVERSAT ION STRUCTURES String of Pearls for news, quizzes, blogs, & notifications.
  57. 57. 5757 CO NVERSAT ION STRUCTURES Open World for entertainment & fuzzy searching.
  58. 58. 5858 CO NVERSAT ION STRUCTURES Parallel Paths for switching between human & bot, or agents.
  59. 59. 5959 CO NVERSAT ION STRUCTURES Hub & Spoke for menus, core stories, & easter eggs.
  60. 60. Take 5m to identify the structure of your conversation. Where would you expand to? TEAM WORK MAKES THE DR EAM WOR K 60
  61. 61. Get ready to make some bots. DESIGNING INT ELLIGENT CON VER SATIO NS 61
  62. 62. Tooling & setup. BUI LD 62
  63. 63. Copy the files from the USB drive to your computer. Super easy. STEP 1 63
  64. 64. Run the Docker Installer & follow the onscreen instructions. We believe in you. STEP 2 64
  65. 65. Open the folder named ‘demo-bot’. Double click the ‘Install’ file. That’s it for now! STEP 3 65
  66. 66. Break.6100 Wilshire Blvd, LA CA 90048 www.hugeinc.com
  67. 67. Making a chatbot. DESIGNING INT ELLIGENT CON VER SATIO NS 67
  68. 68. A.I. is not magic. BUI LD 68
  69. 69. A.I. 69
  70. 70. A.I. is “the capability of a machine to imitate intelligent human behavior.” 70 ― Merriam Webster
  71. 71. AI is the science of engineering machines that are capable of non-trivial, non-routine computations. MATT SAYS 71
  72. 72. AI is a system that provides the correct service to the user based on the user’s input. DAVID SAYS 72
  73. 73. AI is anything that has been designed with human behaviors in mind. AUSTIN SAYS 73
  74. 74. The spectrum of intelligent human behavior. LETS GET C LEAR ON A.I. 74 Very complex systems Made for humans Mapped out actions to reactions
  75. 75. A.I. IS NOT M AGIC Instead of worrying about A.I., focus on your services. 75
  76. 76. Machine Learning & API’s help make chatbots feel “smarter.” AI IS N OT M AGIC 76
  77. 77. Machine Learning. 77
  78. 78. Machine Learning is a method to detect patterns in large data sets. 78 ― Austin, David & Matt
  79. 79. 1. NLP / Speech Recognition. 2. Geo-Location and Mapping. 3. Image tagging. EXAMP LES OF MAC HINE LE ARN ING APPLICATIONS 79
  80. 80. A.I. IS NOT M AGIC Machine Learning is not required for most chatbots. 80
  81. 81. API’s. 81
  82. 82. API integrations connect chatbots to services and to the real world. WHY API’S 82
  83. 83. 1. Getting user data. 2. Connecting with Internet of Things. 3. Sending a purchase request. EXAMP LES OF API INTEGRATIO NS 83
  84. 84. A.I. IS NOT M AGIC Creative use of API’s is the real magic. 84
  85. 85. Now let’s really make the bots. BUI LD 85
  86. 86. Register at join.riseofthebots.net You will receive a email confirmation shortly. STEP 1 86
  87. 87. Go to slack.com/apps/ manage/custom- integrations The link is in slack. STEP 2 87
  88. 88. 1. Click ‘Bots’. 2. Click ‘Add Configuration’. 3. Enter a username. 4. Click ‘Add bot integration’. 5. Copy your token. (we’ll use it in a minute). 6. Optional, add a profile pic 88 STEP 3
  89. 89. 1. Double click the LAUNCH file found in the demo-bot folder. 2. When prompted, enter your slack token and press ENTER. 3. Check in Slack to see if your bot is online! 89 STEP 4
  90. 90. Follow along & get making. You are amazing. STEP 5 90
  91. 91. Rising of the bots. DESIGNING INT ELLIGENT CON VER SATIO NS 91
  92. 92. Bot imperatives. DESIGNING INT ELLIGENT CON VER SATIO NS 92
  93. 93. 93 Paul Grice
  94. 94. 1. Quantity. 2. Quality. 3. Relation. 4. Manner. GRI CE’ S MAXIMS 94
  95. 95. Be helpful & clear. Don’t ramble or have too many options. MAXIM OF QUANTI TY 95
  96. 96. Be honest about what you do & don’t over simplify. MAXIM OF QUALI TY 96
  97. 97. Respond to everything, but remember the goal. MAXIM OF RELATION 97
  98. 98. Consider how what is said is said. Be enjoyable, not curt or overwhelming. MAXIM OF MANNER 98
  99. 99. ALWAYS REME MBER Fuck the rules. 99 Technically, Grice said “flout the maxims”.
  100. 100. Done.6100 Wilshire Blvd, LA CA 90048 www.hugeinc.com

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