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Cultivating Cognitive Experiences

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LAUNCH Festival talk on conversational agents

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Cultivating Cognitive Experiences

  1. 1. Cultivating Cognitive Experiences
  2. 2. Conversational Agents
  3. 3. Conversational UI. 2017.
  4. 4. Not every voice or 
 text interaction is a conversation.
  5. 5. Human Conversation APIs Conversational Systems Speech to Text Text to SpeechNatural Language
 Understanding Dialog Management
  6. 6. Human Conversation APIs Conversational Systems Text to SpeechSpeech to Text Natural Language
 Understanding Dialog Management
  7. 7. How do we rethink conversation?
  8. 8. A: Can you give me recommendations for dinner? B: For what? A: Dinner. B: Yes! A: I need a restaurant within walking distance B: What kind of food are you looking for? B: Around here, American, Japanese or Mexican. A: What are my choices? A: Mexican. B: Okay, Mañana’s is located at Fourth and Winchester. B: The restaurant, Mañana’s, is just two blocks south on Fourth Street. A: What do you mean? A: Oh ok, thanks! B: You’re welcome. Closing Dependency Hearing Trouble Dependency Dependency Understanding Trouble BaseActionPair
  9. 9. Achieve Mutual Understanding
  10. 10. Onboard your users.
  11. 11. Hello James, I’m Watson. What can I help you with today? Select one to get started. Can you help me find a restaurant? Do you sell movie tickets? What can you do? Type a message…
  12. 12. Use progressive disclosure.
  13. 13. Hello James, I’m Watson. What can I help you with today? Can you help me find a restaurant? Sure! What kind of food are you in the mood for? Mexican Within walking distance or a short drive? Walking distance
  14. 14. Give feedback.
  15. 15. Type a message… Sure! What kind of food are you in the mood for? Mexican Within walking distance or a short drive? Walking distance Just a moment…
  16. 16. Show, don’t tell.
  17. 17. Type a message… MexicanWalking distance Mañana’s is located at Fourth and Winchester. How do I get there? Mañana’s Mexican Cuisine 0.2 miles away Here are directions to Mañana’s:
  18. 18. Leverage history.
  19. 19. PLACE AN ORDER Okay, the fish tacos are tonight’s special. Would you like to order that or see a menu? Type a message… MexicanWalking distance Mañana’s is located at Fourth and Winchester. Great, thanks! You’re welcome. Would you like to place an online order? Sure
  20. 20. Give your bot personality.
  21. 21. Hello James, I’m Watson. What can I help you with today? How are you? You know, living the dream! How about this weather? Well, it’s always freezing in the server room! haha Type a message…
  22. 22. Fail gracefully.
  23. 23. Type a message… Can you help me find a restaurant? Sure! What kind of food are you in the mood for? Actually—is the symphony performing? I’m afraid I don’t have any information on performing arts. Would you still like a restaurant recommendation?
  24. 24. ibm.biz/conversational-ux
  25. 25. How do we rethink user experience?
  26. 26. How do we rethink artificial intelligence?
  27. 27. rarar@us.ibm.com

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