Each type of chatbot (voice, text, or both) has its own unique abilities and design requirements. How do you create truly helpful experiences for these user interfaces? Together, we’ll learn to think beyond the screen, and take advantage of the exciting potential of the conversational UI.
Conversational UI: How to walk the talkStephen Gay
Hosted by: Stephen Gay & Kay Viswanadha
The promise of conversational UI – your users already know how to talk to another human, now they can do just that with your product. As a designer, you have many different choices to consider in delivering conversational experiences to your customers – whether it’s through virtual assistants, chat UI or chatbots on messaging platforms.
Come join this workshop where we’ll share our learnings and do some hands-on exercises together to design conversational experiences.
In this workshop we’ll cover:
- Fundamentals of CUI & determining what’s right for your product
- Discussion on ingredients of CUI experiences
- Identifying features and prototyping CUI
- Multisensory CUI & emerging design patterns
Solving Translation Problems aimed at raising awareness of the presence of cultural elements in source texts, as well as providing tools that would increase effectiveness in translation.
Lesson 1: Translation as Negotiation between Cultures
Lesson 2: Identifying Translation Problems
1. Idiomatic Expressions
2. Jargon
3. Metaphoric Expressions
Lesson 3: How to Overcome Translation Problems
1. The principle of respect
2. The principle of adaptation
3. The synergy principle
Lesson 4: Further Solutions to Translation Problems
1. Reference gloss.
2. Sense gloss
3. Effect gloss.
Lesson 5: Conclusions
SEMANTICS (Referring Expressions)
A Referring Expression is any expression used in an utterance to refer to something or someone (or a clearly delimited collection of things or people),
i.e. used with a particular referent in mind.
2nd Group:
Mufarika
Nurmalasari
Putri Aliya Rahma
Sulistyawati
Mawar Emilia Suhendar
Qori Aliarahmi
Universitas Islam Syekh-Yusuf Tangerang
Học ngôn ngữ nào, chúng ta cũng nên biết các đặc điểm văn hóa của cộng đồng sử dụng ngôn ngữ đó.
Tiếng Hoa cũng vậy, có như thế mới hiểu rõ hơn tại sao trong một trường hợp nào đó phải nói như thế này, không được nói như thế kia.
Conversational UI: How to walk the talkStephen Gay
Hosted by: Stephen Gay & Kay Viswanadha
The promise of conversational UI – your users already know how to talk to another human, now they can do just that with your product. As a designer, you have many different choices to consider in delivering conversational experiences to your customers – whether it’s through virtual assistants, chat UI or chatbots on messaging platforms.
Come join this workshop where we’ll share our learnings and do some hands-on exercises together to design conversational experiences.
In this workshop we’ll cover:
- Fundamentals of CUI & determining what’s right for your product
- Discussion on ingredients of CUI experiences
- Identifying features and prototyping CUI
- Multisensory CUI & emerging design patterns
Solving Translation Problems aimed at raising awareness of the presence of cultural elements in source texts, as well as providing tools that would increase effectiveness in translation.
Lesson 1: Translation as Negotiation between Cultures
Lesson 2: Identifying Translation Problems
1. Idiomatic Expressions
2. Jargon
3. Metaphoric Expressions
Lesson 3: How to Overcome Translation Problems
1. The principle of respect
2. The principle of adaptation
3. The synergy principle
Lesson 4: Further Solutions to Translation Problems
1. Reference gloss.
2. Sense gloss
3. Effect gloss.
Lesson 5: Conclusions
SEMANTICS (Referring Expressions)
A Referring Expression is any expression used in an utterance to refer to something or someone (or a clearly delimited collection of things or people),
i.e. used with a particular referent in mind.
2nd Group:
Mufarika
Nurmalasari
Putri Aliya Rahma
Sulistyawati
Mawar Emilia Suhendar
Qori Aliarahmi
Universitas Islam Syekh-Yusuf Tangerang
Học ngôn ngữ nào, chúng ta cũng nên biết các đặc điểm văn hóa của cộng đồng sử dụng ngôn ngữ đó.
Tiếng Hoa cũng vậy, có như thế mới hiểu rõ hơn tại sao trong một trường hợp nào đó phải nói như thế này, không được nói như thế kia.
Content Design for the Conversational UI - STC Summit 2018Melanie Seibert
Are you a technical writer or content strategist? Soon you'll be asked to design interactions for a content-only interface: the chatbot. This talk helps you learn how to craft chatbot experiences that work for users.
Melanie Seibert - Content Design for the Conversational UILavaConConference
In this session attendees will learn:
How to design conversations that users find helpful and delightful.
The specific content design constraints of text- and voice-based chatbots.
The most important platforms to know about (like Facebook Messenger, Google Home, and Amazon Alexa) and differences between them.
How to reach users via the medium (graphical, text, or audio) that works best for their context.
How to take on the mantle of designer for an entirely content-based experience
Design Conversations for Chatbots @ MS Ignite 19Caio Calado
What are the key steps to design successful and delight conversations for chatbots? On this lightning talk, I share some design tips and the 3 key steps to design any conversational UI and some other things, like books (for Voice User Interfaces), canvas, etc.
Conversational UI and Personality Design: How Not to FAQ It UpUltan O'Broin
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UXPA 2021: Putting words in the mouths of chatbots: Designing cognitive intentsUXPA International
Presented by Jon Temple and Dabby Phipps. Chatbots have emerged as a powerful new technology in our daily lives. Sometimes they attempt to answer our questions or provide advice, while other times they ask screening questions before handing off to another human. Despite their ubiquity, the capabilities of chatbots are often misunderstood with many people believing the chatbot can generate unique answers or solve problems on its own. In reality, the answers chatbots provide are only as good as the human thought and writing that goes into creating the cognitive intents, which form the corpus of a chatbot’s knowledge base. In the following, we will describe the complex process of authoring cognitive intents, such as: what is an intent; how to select intents based on user feedback and metrics; how to improve confidence matching; and how UX research can iteratively improve intent performance. These concepts will be tied together in a chatbot demonstration.
At its core, the conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice.
But this isn't enough to understand how it works and what is its importance in the current scenario. Know more about it with this small presentation.
To build your own chatbot or virtual assistant contact us today at - https://bit.ly/2GzL2Nk
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2. Definition and Strategy
Delusions and Insights
1. The more the better for conversation?! The wisdom from the social science!!
2. Computers? Social Actors?! Welcome to Similarity-attraction world.
Deliberation and Insights
Convenience is the future of e-commerce. In our current age of messaging and communication, chatbots and other forms of artificial intelligence (AI) are a natural gateway to ultra-personalized experiences.
Existing best practices and standards cover topics such as engagement, understanding and context. But with technology rapidly advancing the field, many are still struggling with designing optimal user experiences. What is a conversational strategy for AI and machine learning? How do you design without an established set of core principles?
In this presentation, we explore the current and future state of chatbot and AI technologies with a set of recommended core principles and strategies. We also showcase how particular aspects of chatbot visual design impact user engagement, and where industry best practices are taking user-machine interactions into 2019.
How to Work with Bots in Product by Shopify Sr. Product ManagerProduct School
Bots, AI, NLP - these are the buzzwords of today’s tech scene that never stop buzzing. The signs are clear that conversational interfaces are the future, and many companies are getting in the game and betting big. In this event, Ellen shared what she has learned about building bots and how they are evolving to become the future of autonomous labor.
Midwest km pugh conversational ai and ai for conversation 190809Katrina (Kate) Pugh
Conversational AI (chat bots) is here to stay, and it's teaching us a lot about transactions, human language patterns, and the limits of computer-human interaction. But what about AI for Conversation? Can we learn from the Conversational AI research and improve how human-to-human conversation works? Where can we use pattern recognition and predictive analytics to improve how we are present as managers, coaches, analysts, family members or diplomats?
With the advent of voice-activated products and platforms, more news companies are dipping their toes in voice and conversational bots. For designers, this raises the question—how do you approach design when it’s invisible? In her session, senior product designer Sanette Tanaka will go over how her team at Vox Media designed an Amazon Echo bot, never having worked with voice interfaces prior. She will walk you through the steps she followed to adapt her design process for voice, while also sharing best practices in voice design.
Design the Conversation: An approach to help you stay focused on the customer Sara Walsh
This workshop shared a tactic you can use to design and plan content for customer experiences. It's an activity we use at Capital One to help us make sure our content is clear, human, and relevant across our experiences -- and it helps get key work partners from all disciplines aligned too.
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A New Toolbox: Artifact Providence 2013Kevin Sharon
Kevin and Sophie reveal Happy Cog’s design process through their experience building a responsive site from beginning to end, including: kicking off the project, the collaborative design process, and the tools they tweaked along the way. Find out what worked and what they learned. In the end, it should be clear that this is a time for experimentation and finding new approaches for new tasks.
Voice Platform Marketing: Let Alexa & Google Home distribute your marketing c...Melanie Seibert
With the rise of voice platforms like Alexa and Google Assistant, you now have more ways to share your content than ever! And you don’t have to be a developer to publish content via Alexa or Google Assistant. If you can fill out a spreadsheet, you can publish a voice app.
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In this session attendees will learn:
How to design conversations that users find helpful and delightful.
The specific content design constraints of text- and voice-based chatbots.
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How to reach users via the medium (graphical, text, or audio) that works best for their context.
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Existing best practices and standards cover topics such as engagement, understanding and context. But with technology rapidly advancing the field, many are still struggling with designing optimal user experiences. What is a conversational strategy for AI and machine learning? How do you design without an established set of core principles?
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14. 14Typing speed: Brown, CM (1998). Human-Computer Interface Design Guidelines.
Speaking speed: Yaun, Liberman, Cieri (2006). “Towards an Integrated Understanding of Speaking Rate in Conversation.”
Typing
Speaking 130 wpm
40 wpm
15. Read300 wpm
“Speed Reading," The University of Chicago Student Health and Counseling Services, 2017. 15
Listen130 wpm
16. Intents Entities
What’s the best place to eat
in Vancouver that’s not too pricy?
best place to eat
Vancouver not too pricy?
Find food best
Vancouver
not too pricyAdditional Context
Location
Previous reviews
Allergies
1 2 3
Analysis4Contextual
Action Fulfillment
56
Feedback
Confirmation or request
for Additional Information
Action
Call to any relevant APIs
API
Anatomy of a Conversation
Recording Conversion to TextUser Input
System Output
“What’s the best
place to eat in
Vancouver
that’s not
too pricy?”
16
17. Intents Entities
Find food best
Vancouver
not too pricyAdditional Context
Location
Previous reviews
Allergies
1 2 3
Analysis4Contextual
Action Fulfillment
56
Feedback
Confirmation or request
for Additional Information
Action
Call to any relevant APIs
API
Anatomy of a Conversation
Recording Conversion to TextUser Input
System Output
“What’s the best
place to eat in
Vancouver
that’s not
too pricy?”
17
What’s the best place to eat
in Vancouver that’s not too pricy?
best place to eat
Vancouver not too pricy?
18. 18
Content Design for the Conversational UI
1. The Conversational UI
2. The Design Process
3. Easy Ways to Explore
19. “If you approach a new piece of web
content with ‘how shall I write this?’, that’s
writing or editorial.
If you approach it from ‘how am I going to
get this across to the audience in the best
way possible?’, that’s content design.”
19
Sarah Richards
Author of Content Design
20. What is Content
Design?
Where Content
Strategy and
Product Design
overlap.
20
Content Design for the Conversational UI
25. What’s a User Story?
“A user story is a way of pinning down what
the team needs to do… without telling them
how to do it.”
Sarah Richards | Content Design
25
26. User Story:
“As a _________________,
I want to _________________,
So that I can _________________.”
26
27. User Story:
“As a product user,
I want to know whether I can replace the handle,
So that I can avoid having to buy a new product
when the handle breaks.”
27
31. Content Design for the Conversational UI
Flows to design
Golden Path
The designed intents.
Entry Point
How is your bot invoked?
Error Paths
Can the bot recover when it doesn’t
understand or receive input?
Escalate to a Human
When should a person take over?
Linking to Accounts & Other Platforms
How do you need to integrate with other
services? Examples include purchase, add to
shopping list, message someone, call someone.
31
44. Supportive
I root for you. I will try to help you
achieve your goals rather than
pursuing my own agenda.
Opposite: adversarial
How…
…is it?
44
Personality Framework
49. Supportive
I root for you. I will try to help you
achieve your goals rather than
pursuing my own agenda.
• Opposite: adversarial
Optimistic
I speak in positive terms. I try to
see the upside of everything.
• Neutral: realistic
• Opposite: pessimistic
Humorous
I like to entertain and amuse you—
and myself.
Opposite: serious
Motivated
I’m enthusiastic and excited
about our conversation.
• Opposite: reserved
Formal
I carefully observe rules of
etiquette and present myself
in a “highbrow” manner.
• Opposite: casual
Personality Framework
How…
…is it?
49
51. 51
Content Design for the Conversational UI
Example: Designed Intents
User
First Draft: WillowTree Bot
“Currently I am configured to discuss
myself, and answer whatever questions
you might have about how I work,
what I am, what I can do, how to
configure me, and so on.”
Formal: longer, uses passive voice.
Realistic: focuses on what it can do right now.
Reserved: sticks to the facts.
“What types of things
do you know about?”
52. 52
Content Design for the Conversational UI
Example: Designed Intents
User
Revision: WillowTree Bot
“Right now, I know about myself.
But I can extend my database to
learn about any topic. Do you
have any suggestions?”
Shorter, less formal.
Optimistic: focuses on what it can do in the future.
Motivated: interested to learn about your domain.
“What types of things
do you know about?”
56. Content Design for the Conversational UI
Voice Tip
Manage content density
with “landmarking.”
Amazon Alexa Skills Kit Glossary 56
57. Content Design for the Conversational UI
• Establishes trust
• Supports a natural dialogue
Voice Tip
Manage content density
with “landmarking.”
Horoscope for what sign?
Do:
57Amazon Alexa Skills Kit Glossary
Ask Astrology Daily
for my horoscope.
58. Content Design for the Conversational UI
How to Simplify Your Responses - Amazon Alexa Voice Design Guide
Manage content density
with “landmarking.”
58
Do:
At 10 a.m., you have the
weekly status meeting
with Rachel and Natasha.
Don’t:
You have the weekly status
meeting with Rachel
and Natasha at 9 a.m.
What’s happening
at 10 a.m.?
Voice Tip
59. Content Design for the Conversational UI
Example: Cortana
59
Manage content density
with “landmarking.”
Voice Tip
How long does it take to
get to the Richmond airport?
60. Content Design for the Conversational UI
The cheeses you may like are cheddar,
gouda, Jarlsberg, porter cheddar, St. Agur
blue cheese, gorgonzola, brie, gruyere,
sharp cheddar, and reggiano parmesan.
Amazon Alexa Voice Design Guide 60
Don’t:
Do:
Here are the cheeses you may
like: cheddar and gouda, as well
as gorgonzola, parmesan,
and brie.
Use “chunking”
to aid comprehension.
Voice Tip
61. Content Design for the Conversational UI
Use shorter responses. Example: Cortana
61
Voice Tip
Are there any restaurants
open right now?
62. Content Design for the Conversational UI
Provide clear choices.
Amazon Alexa Voice Design Guide 62
Voice Tip
Would you like
brie or gouda?
Don’t:
Do:
We have brie or gouda.
Which would you like?
63. Content Design for the Conversational UI
Screen Tip
Use timing to break up
longer utterances.
63
67. Content Design for the Conversational UI
Use Quick Replies
(aka “chips”).
Facebook Messenger
Google Assistant
Screen Tip
67
68. Content Design for the Conversational UI
Take advantage of web links.
Zulily on Facebook Messenger
Screen Tip
68
69. Content Design for the Conversational UI
Multimodal Tip
“Design prompts for both the ear and the eye. It’s easiest
to start with the spoken prompt, imagining what you
might say in a human-to-human conversation. Then,
condense it to create the display prompt.
Google Design Guidelines
69