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Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final

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

1 of 27
Chatbots vs. Voicebots
Sunrise Session
SpeechTEK 2017
Crispin Reedy @crispinTX
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
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
Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final
Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final
Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final
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Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-final

  • 1. Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017 Crispin Reedy @crispinTX
  • 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. 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
  • 14. Flashforward to 2017…. 14© 2017 Versay Solutions LLC
  • 15. “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
  • 18. 18© 2017 Versay Solutions LLC
  • 19. “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.”
  • 20. 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
  • 22. 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
  • 23. 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?
  • 24. 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
  • 25. 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
  • 26. Continuing the Conversation • VUI Design - Wiki: AVIXD.org
  • 27. 27© 2017 Versay Solutions LLC Thanks! @crispinTX crispinreedy.com creedy@versay.com

Editor's Notes

  1. DO NOT FORGET TO BRING THE MINI-SPEAKERS!!!
  2. DO NOT FORGET TO BRING THE MINI-SPEAKERS!!!