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IL CHATBOT INSENSIBILE
Milano Chatbots Meetup
22 Febbraio 2018
Riflessioni sul futuro delle interazioni uomo-macchina
Giac...
Milano Chatbots Meetup
Chi sono
GIACOMO BOSIO
Digital entrepreneur
Mobile specialist
CEO @ Hedron
https://giacomobosio.com...
Milano Chatbots Meetup
Human-mobile interaction
www.hedron.it
Giacomo Bosio Nicoletta Bruno
https://www.linkedin.com/in/gi...
Milano Chatbots Meetup
Cosa sta succedendo?
https://youtu.be/0GmiLUCrxUI
Milano Chatbots Meetup
Gli ultimi 10 anni
Negli ultimi dieci anni siamo passati da 68 milioni a 1,7 miliardi di
smartphone...
Milano Chatbots Meetup
L’ultimo anno
La tecnologia evolve velocemente ma cambiano anche le modalità con cui ci
interfaccia...
Milano Chatbots Meetup
Dalla GUI alla NUI
7
Milano Chatbots Meetup
Dalla GUI alla NUI
8
Milano Chatbots Meetup 9
Interfacce conversazionali
E poi…
GUI -> NUI Reale/
Virtuale
SmartphoneLinea di
comando
TORNIAMO ...
Milano Chatbots Meetup 10
“The best interface is no interface”
Golden Krishna
Milano Chatbots Meetup https://youtu.be/_iAXEgP7UI4
Milano Chatbots Meetup 12
Interfacce vocali
Milano Chatbots Meetup
Chatbot
• Ci aspetteremmo un umano, ma non
c’è niente di umano
• Esperienza utente, ad oggi, ancora...
Milano Chatbots Meetup
Chatbot
14
Milano Chatbots Meetup
[Foto: bot Manuela]
15
Milano Chatbots Meetup
I migliori bot
1. Non si mascherano da umano, l’utente sa di interagire con
un software
2. Offrono ...
Milano Chatbots Meetup
Il bicchiere mezzo pieno
• I chatbot automatizzano i lavori ripetitivi, non si stancano e
sono semp...
Milano Chatbots Meetup
Dialogo con le aziende
18
20%
Baby Boomers
40%
Millennials33%
dialogherebbe con
il chatbot
Mobile S...
Milano Chatbots Meetup
Engagement
19
+30%di registrazioni
+0%di probabilità di
trovare il partner ideale
http://www.bbc.co...
Milano Chatbots Meetup
Chatbot e UX
• IDEO, agenzia di design di New York
• test su un bot per una app di walking
• donne ...
Milano Chatbots Meetup
Chatbot e UX
Lisa: “Ugh, he wants me to pick up my intensity and
burn more calories.”
IDEO: “How do...
Milano Chatbots Meetup
Chatbot e UX
Come le persone immaginano l’intelligenza artificiale
http://professorux.nyc/?portfoli...
Milano Chatbots Meetup
Chatbot e UX
Come le persone immaginano l’intelligenza artificiale
http://professorux.nyc/?portfoli...
Milano Chatbots Meetup
https://youtu.be/nkcKaNqfykg
Milano Chatbots Meetup
L’utente al centro
25
VELOCITÀ ⚡ AUTOMAZIONE 🏭
AFFABILITÀ 🤗 ENGAGEMENT 🎉
EFFICIENZA
AFFIDABILITÀ
Milano Chatbots Meetup
Collaborazione
collaborazione uomo-macchina = più alta percentuale di successo
Fjord Trends 2018 Re...
Milano Chatbots Meetup
One more thing…
27
Milano Chatbots Meetup
https://youtu.be/b6UsYcTxpK8
Milano Chatbots Meetup
Prossimamente…
INTELLIGENZA ARTIFICIALE VS
INTELLIGENZA EMOTIVA
sfide e opportunitA'


Giacomo Bosi...
Milano Chatbots Meetup
https://www.hedron.it
https://www.linkedin.com/company/18316906/
Le slide qui:
http://slide.giacomo...
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Il chatbot insensibile - Milano Chatbots Meetup

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Il chatbot insensibile. Riflessioni sul futuro delle interazioni uomo-macchina. Milano Chatbots Meetup, 22 febbraio 2018.

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Il chatbot insensibile - Milano Chatbots Meetup

  1. 1. IL CHATBOT INSENSIBILE Milano Chatbots Meetup 22 Febbraio 2018 Riflessioni sul futuro delle interazioni uomo-macchina Giacomo Bosio
  2. 2. Milano Chatbots Meetup Chi sono GIACOMO BOSIO Digital entrepreneur Mobile specialist CEO @ Hedron https://giacomobosio.com/ https://www.linkedin.com/in/giacomobosio/
  3. 3. Milano Chatbots Meetup Human-mobile interaction www.hedron.it Giacomo Bosio Nicoletta Bruno https://www.linkedin.com/in/giacomobosio/ https://www.linkedin.com/in/nicoletta-bruno/ CEO UX Designer
  4. 4. Milano Chatbots Meetup Cosa sta succedendo? https://youtu.be/0GmiLUCrxUI
  5. 5. Milano Chatbots Meetup Gli ultimi 10 anni Negli ultimi dieci anni siamo passati da 68 milioni a 1,7 miliardi di smartphone/tablet (dati Gartner). 5 2007 Steve Jobs presenta il primo iPhone 2016 Esce Pokémon Go
  6. 6. Milano Chatbots Meetup L’ultimo anno La tecnologia evolve velocemente ma cambiano anche le modalità con cui ci interfacciamo con le “macchine”. 6 2,4 vocali 10 messaggi 60% fa uso di messaggi vocali Mobile Surfer Doxa per Osservatorio Mobile B2c, Strategy Politecnico di Milano 2018
  7. 7. Milano Chatbots Meetup Dalla GUI alla NUI 7
  8. 8. Milano Chatbots Meetup Dalla GUI alla NUI 8
  9. 9. Milano Chatbots Meetup 9 Interfacce conversazionali E poi… GUI -> NUI Reale/ Virtuale SmartphoneLinea di comando TORNIAMO A PARLARE
  10. 10. Milano Chatbots Meetup 10 “The best interface is no interface” Golden Krishna
  11. 11. Milano Chatbots Meetup https://youtu.be/_iAXEgP7UI4
  12. 12. Milano Chatbots Meetup 12 Interfacce vocali
  13. 13. Milano Chatbots Meetup Chatbot • Ci aspetteremmo un umano, ma non c’è niente di umano • Esperienza utente, ad oggi, ancora povera • Utenti poco tolleranti e alta probabilità di frustrazione • Tecnologia non ancora del tutto “accessibile” • Obiettivi poco chiari: perché sto creando un bot? 13
  14. 14. Milano Chatbots Meetup Chatbot 14
  15. 15. Milano Chatbots Meetup [Foto: bot Manuela] 15
  16. 16. Milano Chatbots Meetup I migliori bot 1. Non si mascherano da umano, l’utente sa di interagire con un software 2. Offrono delle scelte predefinite 16 Approfondimento: https://www.nngroup.com/articles/ten-usability-heuristics/
  17. 17. Milano Chatbots Meetup Il bicchiere mezzo pieno • I chatbot automatizzano i lavori ripetitivi, non si stancano e sono sempre “gentili” • Rispondono 24/24 ore 7/7 giorni e possono gestire tante conversazioni simultaneamente = minore attesa per l’utente • Supportano i team aziendali nelle relazioni con i clienti
  18. 18. Milano Chatbots Meetup Dialogo con le aziende 18 20% Baby Boomers 40% Millennials33% dialogherebbe con il chatbot Mobile Surfer Doxa per Osservatorio Mobile B2c, Strategy Politecnico di Milano 2018 E voi preferireste interagire con un bot o un umano?
  19. 19. Milano Chatbots Meetup Engagement 19 +30%di registrazioni +0%di probabilità di trovare il partner ideale http://www.bbc.com/news/technology-41885427
  20. 20. Milano Chatbots Meetup Chatbot e UX • IDEO, agenzia di design di New York • test su un bot per una app di walking • donne di età compresa fra i 35 e i 54 anni Messaggi: “great workout, keep going” “you’ve walked x steps today, add a 5 minute walk to reach 10,000” 20 Importanza della parte conversazionale ed empatica. Facciamo un esempio:
  21. 21. Milano Chatbots Meetup Chatbot e UX Lisa: “Ugh, he wants me to pick up my intensity and burn more calories.” IDEO: “How do you know it’s a man?” Lisa: “Because I’m mad at it right now.” 21 https://hed.fyi/ideochatbots
  22. 22. Milano Chatbots Meetup Chatbot e UX Come le persone immaginano l’intelligenza artificiale http://professorux.nyc/?portfolio-items=a-i-infographic
  23. 23. Milano Chatbots Meetup Chatbot e UX Come le persone immaginano l’intelligenza artificiale http://professorux.nyc/?portfolio-items=a-i-infographic
  24. 24. Milano Chatbots Meetup https://youtu.be/nkcKaNqfykg
  25. 25. Milano Chatbots Meetup L’utente al centro 25 VELOCITÀ ⚡ AUTOMAZIONE 🏭 AFFABILITÀ 🤗 ENGAGEMENT 🎉 EFFICIENZA AFFIDABILITÀ
  26. 26. Milano Chatbots Meetup Collaborazione collaborazione uomo-macchina = più alta percentuale di successo Fjord Trends 2018 Report , Harvard-based team
  27. 27. Milano Chatbots Meetup One more thing… 27
  28. 28. Milano Chatbots Meetup https://youtu.be/b6UsYcTxpK8
  29. 29. Milano Chatbots Meetup Prossimamente… INTELLIGENZA ARTIFICIALE VS INTELLIGENZA EMOTIVA sfide e opportunitA' 
 Giacomo Bosio e Cristiana Melis (Coachingpower.it) Copernico Milano Centrale 16 Marzo ore 18:30 
 https://hed.fyi/aiei
  30. 30. Milano Chatbots Meetup https://www.hedron.it https://www.linkedin.com/company/18316906/ Le slide qui: http://slide.giacomobosio.com GIACOMO BOSIO Digital entrepreneur Mobile specialist CEO @ Grazie!

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