My bot has a personality disorder

Tess Ferrandez
Tess FerrandezPrincipal Software Engineer at Microsoft
My bot has a
personality disorder
@TessFerrandez
@TessFerrandez
My bot has a personality disorder
My bot has a personality disorder
My bot has a personality disorder
@TessFerrandez
@TessFerrandez
@TessFerrandez
Can all apps be bots?
@TessFerrandez
@TessFerrandez
@TessFerrandez
@TessFerrandez
{ Your Code }
AI
Bot
Connector
APIs
Bot
Framework
@TessFerrandez
Designing bots
@TessFerrandez
TYPE TALK TAP
@TessFerrandez
Short, frequent interactions
Light data entry/consumption
@TessFerrandez
Designing a bot is very similar to
designing an app
@TessFerrandez
Goals and Scenarios
@TessFerrandez
@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?
Haircutters:
Less time on the phone
Customers:
Less time on hold
@TessFerrandez
Make an
appointment
Learn about
our services
Learn about
our locations
@TessFerrandez
Hairy Harry, the Happy Scissors Bot
@TessFerrandez
Navigation
@TessFerrandez
@TessFerrandez
A bot with a Turing complex
Help the user discover
Help the user find the way
Help the user navigate quicker
@TessFerrandez
My bot has a personality disorder
@TessFerrandez
Mr. Clueless
UI Design
@TessFerrandez
Apps and Websites
@TessFerrandez
Layout -> Interaction -> Visual -> Motion
Bots
@TessFerrandez
Conversational Flow -> Conversational UI -> Copy
Conversation Flow:
Layout and high-level structure of
the conversation
@TessFerrandez
Conversation Flow
Walk through the user
scenarios
Focus on the structure
DON’T focus on copy
@TessFerrandez
Conversation UI
@TessFerrandez
Conversation UI:
Layout, interaction, visual,
motion design of the dialogue
@TessFerrandez
The bot is always asking questions
@TessFerrandez
Ask the fewest number of
questions possible
@TessFerrandez
Sir AskALot
@TessFerrandez
The captain obvious bot
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
UI Controls
@TessFerrandez
markdown text buttons
@TessFerrandez
Hero card Animation card Video card
@TessFerrandez
Receipt card Sign-in card
Adaptive cards
@TessFerrandez
@TessFerrandez
Conversation Design Principles
@TessFerrandez
understood understand learn/remember
@TessFerrandez
@TessFerrandez
understood
Be concise, concise and more
concise
@TessFerrandez
Break up longer messages
...and minimize scrolling
@TessFerrandez
Ask close-ended questions
@TessFerrandez
Be clear with open-ended questions
@TessFerrandez
understand
@TessFerrandez
Humans are unpredictable
Support as many data formats as
possible
May 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today,
Next Week
@TessFerrandez
Validate every reply
Type, Content, Format
@TessFerrandez
The mysterious bot
Design Do not understand
@TessFerrandez
Hairy Harry doesn’t understand
@TessFerrandez
?
@TessFerrandez
Be Clear
Why?
What?
Try again
3 times
allow re-start
Human
hand-off
Mr. Stubborn
learn/remember
@TessFerrandez
@TessFerrandez
Learn from conversations
Learn from account/login
Make it clear what you know and
why
@TessFerrandez
The bot that can’t forget
Copy
@TessFerrandez
Mr. Two-faced
@TessFerrandez
Personality:
Match your brand
Formal or Casual
Emojis ?
@TessFerrandez
Talk directly to the user
Don’t be robotic
@TessFerrandez
But... What about the smarts?
@TessFerrandez
LUIS
@TessFerrandez
Cognitive Services – Text Analytics
@TessFerrandez
Cognitive Services – Face API
@TessFerrandez
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
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
Resources
https://dev.botframework.com/Getting Started
https://github.com/Microsoft/BotBuilder-Samples
@TessFerrandez
My bot has a
personality disorder
@TessFerrandez
@TessFerrandez
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My bot has a personality disorder

Editor's Notes

  1. 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
  2. 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
  3. Maximum 2-4 prompts Start with placeholder texts Ask the fewest number of questions possible
  4. 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…