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1.
My bot has a
personality disorder
@TessFerrandez
@TessFerrandez
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2.
@TessFerrandez
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3.
@TessFerrandez
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4.
@TessFerrandez
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5.
Can all apps be bots?
@TessFerrandez
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6.
@TessFerrandez
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7.
@TessFerrandez
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8.
@TessFerrandez
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9.
{ Your Code }
AI
Bot
Connector
APIs
Bot
Framework
@TessFerrandez
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10.
Designing bots
@TessFerrandez
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11.
TYPE TALK TAP
@TessFerrandez
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12.
Short, frequent interactions
Light data entry/consumption
@TessFerrandez
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13.
Designing a bot is very similar to
designing an app
@TessFerrandez
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14.
Goals and Scenarios
@TessFerrandez
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15.
@TessFerrandez
Welcome to Happy Scissors, How can I help you?
Do you have time
for a hair cut
on Saturday?
Do you do eye
brow tatoos?
What other
locations do
you have?
Does Eva still
work at the
Sollentuna shop?
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16.
Haircutters:
Less time on the phone
Customers:
Less time on hold
@TessFerrandez
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17.
Make an
appointment
Learn about
our services
Learn about
our locations
@TessFerrandez
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18.
Hairy Harry, the Happy Scissors Bot
@TessFerrandez
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19.
Navigation
@TessFerrandez
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20.
@TessFerrandez
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21.
A bot with a Turing complex
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22.
Help the user discover
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23.
Help the user find the way
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24.
Help the user navigate quicker
@TessFerrandez
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25.
@TessFerrandez
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26.
Mr. Clueless
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27.
UI Design
@TessFerrandez
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28.
Apps and Websites
@TessFerrandez
Layout -> Interaction -> Visual -> Motion
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29.
Bots
@TessFerrandez
Conversational Flow -> Conversational UI -> Copy
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30.
Conversation Flow:
Layout and high-level structure of
the conversation
@TessFerrandez
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31.
Conversation Flow
Walk through the user
scenarios
Focus on the structure
DON’T focus on copy
@TessFerrandez
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32.
Conversation UI
@TessFerrandez
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33.
Conversation UI:
Layout, interaction, visual,
motion design of the dialogue
@TessFerrandez
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34.
The bot is always asking questions
@TessFerrandez
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35.
Ask the fewest number of
questions possible
@TessFerrandez
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36.
Sir AskALot
@TessFerrandez
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37.
The captain obvious bot
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38.
Rough flowchart and copy
Locations
User Zip/City, ST
Zip/City, ST?
No
Location Search
3
Yes
> 0
No
Locations
Yes
New Search
Location
More Locations
Schedule
@TessFerrandez
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39.
UI Controls
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40.
@TessFerrandez
markdown text buttons
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41.
@TessFerrandez
Hero card Animation card Video card
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42.
@TessFerrandez
Receipt card Sign-in card
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43.
Adaptive cards
@TessFerrandez
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44.
@TessFerrandez
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45.
Conversation Design Principles
@TessFerrandez
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46.
understood understand learn/remember
@TessFerrandez
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47.
@TessFerrandez
understood
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48.
Be concise, concise and more
concise
@TessFerrandez
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49.
Break up longer messages
...and minimize scrolling
@TessFerrandez
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50.
Ask close-ended questions
@TessFerrandez
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51.
Be clear with open-ended questions
@TessFerrandez
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52.
understand
@TessFerrandez
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53.
Humans are unpredictable
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54.
Support as many data formats as
possible
May 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today,
Next Week
@TessFerrandez
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55.
Validate every reply
Type, Content, Format
@TessFerrandez
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56.
The mysterious bot
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57.
Design Do not understand
@TessFerrandez
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58.
Hairy Harry doesn’t understand
@TessFerrandez
?
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59.
@TessFerrandez
Be Clear
Why?
What?
Try again
3 times
allow re-start
Human
hand-off
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60.
Mr. Stubborn
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61.
learn/remember
@TessFerrandez
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62.
@TessFerrandez
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63.
Learn from conversations
Learn from account/login
Make it clear what you know and
why
@TessFerrandez
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64.
The bot that can’t forget
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65.
Copy
@TessFerrandez
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66.
Mr. Two-faced
@TessFerrandez
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67.
Personality:
Match your brand
Formal or Casual
Emojis ?
@TessFerrandez
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68.
Talk directly to the user
Don’t be robotic
@TessFerrandez
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69.
But... What about the smarts?
@TessFerrandez
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70.
LUIS
@TessFerrandez
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71.
Cognitive Services – Text Analytics
@TessFerrandez
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72.
Cognitive Services – Face API
@TessFerrandez
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73.
A bots success does not depend on
How ”smart” the bot is
How much natural language it uses
If you can interact using your voice
@TessFerrandez
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74.
A bots success does depend on
How well it solves your problem
If it’s available for your device
If you know how to interact with it
@TessFerrandez
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75.
Resources
https://dev.botframework.com/Getting Started
https://github.com/Microsoft/BotBuilder-Samples
@TessFerrandez
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76.
My bot has a
personality disorder
@TessFerrandez
@TessFerrandez
In an app or a website there are plenty of affordances on screen that tell you where you are and what you can do and how you can navigate between views
Menus
Buttons
Breadcrumbs
Textboxes
In bots we dont have views, instead we have dialogs or conversation topics and navigation happens through conversation
- When you are looking at the Sollentuna location, you might say scedule to move the conversation to the schedule topic
Maximum 2-4 prompts
Start with placeholder texts
Ask the fewest number of questions possible
We did a flow chart for every conversation flow.
Reviewed with stakeholders, got feedback, refined.
We then wrote out every conversation flow in Excel to show back/forth.
Can use any tool you want, but want to show conversation, get feedback before coding…