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Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final

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Sunrise session for SpeechTEK 2017 - discussion of Chatbots vs. Voicebots

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Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final

  1. 1. Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017 Crispin Reedy @crispinTX
  2. 2. 2© 2017 Versay Solutions LLC • Voice User Interface Designer • 15+ years in the field • Former coder; got interested in UX • President of the Association for Voice Interaction Design • Consultant for Versay Solutions @crispinTX crispinreedy.com
  3. 3. Sunrise Session • Topic: – How can chatbots learn from existing VUI design? – What makes these new interfaces different, and how are they similar? – This conversation discusses text-based vs. voice-based conversation, analytics for bots and voice, and how bots and IVRs might learn from each other. • Sunrise Session = Conversation! 3© 2017 Versay Solutions LLC
  4. 4. Flashforward to 2017…. 14© 2017 Versay Solutions LLC
  5. 5. “I’m really excited about chat and natural language because there’s no user interface you have to deal with.” - Chatbot developer on support board
  6. 6. 18© 2017 Versay Solutions LLC
  7. 7. “Just this week, Facebook said it was “refocusing” its use of AI after its bots hit a failure rate of 70 percent, meaning bots could only get to 30 percent of requests without some sort of human intervention.” “I would call it overpromising,” said CP+B executive creative tech director Joe Corr. “Brands that created bots with a structured request or utility like Domino’s or in retail were easy. But bots that tried to break out of the utility and be chatbots became the problem.”
  8. 8. Open Discussion • Topic: – How can chatbots learn from existing VUI design? – What makes these new interfaces different, and how are they similar? – This conversation discusses text-based vs. voice-based conversation, analytics for bots and voice, and how bots and IVRs might learn from each other. • Sunrise Session = Conversation! 20© 2017 Versay Solutions LLC
  9. 9. A Few Specifics
  10. 10. Voice Conversation vs. Chat Conversation • Things in common: – Logical structure of a conversation (flow) – Need to define a domain • I can help you with A, B, C. – Error recovery • If caller / user goes off topic – Conversational maxims • Differences – Written convention vs. spoken convention
  11. 11. Structured Conversation vs. Unstructured Conversations • Structured conversations – Specific goal in mind – Enterprise-type bot – Self service, tech support, account information • Unstructured conversations – Broader goals – I can help you with anything! – Personal assistants?
  12. 12. Voice Conversational Model: Beginning NL Level 1: Open Ended Question • Hi, how may I help you today? • I’m calling about a problem with my phone. • Sure, what kind of problem are you having? • I don’t seem to have any internet. • I can help you with that. Are you calling about the Apple iPhone 6 that you have on your plan? • Yes NL Level 2: Identify Problem Directed Dialog: ID Phone Implicit: ID Caller
  13. 13. Chat Conversational Model: Beginning NL Level 1: Open Ended Question • Hi, how may I help you today? • I have a prob w/ phone • Sure, what kind of problem? • No internet connectin • OK. Is that about the Apple iPhone 6 you have on your plan? • Yep NL Level 2: Identify Problem Directed Dialog: ID Phone Implicit: ID Caller
  14. 14. Continuing the Conversation • VUI Design - Wiki: AVIXD.org
  15. 15. 27© 2017 Versay Solutions LLC Thanks! @crispinTX crispinreedy.com creedy@versay.com

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