29. perception concept action
Our brains link shared concepts to personal emotions and
experiences
• If somebody says “rabbit then we think about linked experiences
• Between each other we understand each other because we share the
same experiences
30. We negotiate about language and meaning while we are having the
conversation
Coordination
of meaning
Coordination of experience
Instruction
Break
Break
Confirmation
Confirmation
31. We negotiate about language and meaning while we are having the
conversation
A fishing rod is
a stick with a
string and a
hook
You can catch a fish with a
fishing rod
Get me some fish
Break
Break
Confirmation
Confirmation
32. Maxim of Quantity: Say only what is not implied.
Yes: “Bring me the block.”
No: “Bring me the block by transporting it to my
location.”
Conversations have their own rules
Grice's Maxims
33. Conversations have their own rules
Maxim of Quality: Say only things that are true.
Yes: “I hate carrying blocks.”
No: “I love carrying blocks, especially when they
are covered in fire ants.”
Grice's Maxims
34. Conversations have their own rules
Maxim of Relevance: Say only things that matter.
Yes: “Bring me the block.”
No: “Bring me the block and birds sing.”
Grice's Maxims
35. Conversations have their own rules
Maxim of Manner: Speak in a way that can be easily
understood.
Yes: “Bring me the block.”
No: “Use personal physical force to levitate the block and
transport it to me.”
Grice's Maxims
36. The way you say it… is equally important
• You know. I don’t. [So don’t ask me.]
• You know I don’t. [You know that I don’t.]
49. Purposeless mimicry agents
- Psychologist from the ’60s
- Illusion of conversations
- Lot’s of data and deep learning
- Nowadays used mainly for automatic
translations
58. Fact #1:
Users love
buttons
When given the choice of
rich controls, text and voice,
user will choose:
UI Controls first
Text second
Voice third, only if options
above aren’t possible (e.g.
Driving a car)
59. Fact #2: Users never say things the way you expect
As you model your NLP, make sure you’re being realistic
60. Fact #3: Search
can do
wonders for
bots
• QnAMaker.ai:
• Super low friction way of creating a Q&A
bot
• Built in web and document crawler: Parses
data and builds the QnA easily
• Not great for too many records
• Not great for deep level customization of
the experience
• Azure Search:
• Can work with millions of records like a
breeze
• Works with different document formats
and data sources
• Takes more effort to prepare/code/fine-
tune
61. Fact #4: Not all bots need to
have conversations
• Sometimes buttons do everything you need.
• Avoid the engineer’s urge to complicate simple things
• Your business requirement is NOT to
pass the Turing Test: It is to solve your
user’s problem!
66. Chatdown
• Transcript generator to generate mock transcripts
• Helps non-devs to understand the flow
• Helps define a “Happy Path”
67. Manage bot resources
• MsBot: Create a .bot file that links up different
services together
• LuisGen: Generate Typescript and C# classes
from a Luis export
• Luis + QnAMaker : manage LUIS.AI and QnA
Maker
• Dispatch: integrate multiple LUIS Apps and
QnA Services
70. Brands need to seriously consider:
How will customers talk to our
brand? And, who are they talking
to?
Aiden Livingston
71.
72. Marketers craft brand narratives, creative
writers plot a storyline, and copywriters make
micro-copy magical.
Conversation designers are a hybrid of all
three.
73. Rick Van Rousselt
CTO Advantive Belgium
Office Apps and Services MVP
BIWUG Board Member
Email : rick.van.rousselt@advantive.be
rickvanrousselt
https://www.rickvanrousselt.com
jobs@advantive.be