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Makin’
Chatbots
@momentdesign
2
Introductions
Josh Lucas-FalkDrew Gold
Notes
The design consultancy
redefining what lies ahead
3
What’s a “chatbot” anyway?
4
Chatbot time
5
Messenger
Slack
Kik
Text
Contexts
Machine learning
Neural network
AI
Conversational UI
Technologies & methods
Siri
Cortana
Alexa
Google Assistant
Products
6
Chat + bot
Context “Intelligent”
technology
+
7
8
Parameter
collector
Intelligent
interpreter
The intelligence part is
really hard, even for the
very biggest players.
9
If Microsoft, Facebook,
and Amazon struggle,
what chance do we have?
17
18
The good news:
Chatbots can be successful
without passing the Turing test.
19
Why?
Because you get some stuff
for free!
20
Free thing #1
Interaction without interface
21
Free thing #1
Interaction without interface
22
Free thing #2
The context is usually familiar
23
Free thing #3
The ELIZA effect
So, how can we build a good
product that is also a bot?
24
25
Ask “Why?”
Bots are supercool, but should
yournew productbea bot?
S T E P 1
26
• Are you solving a genuine user need?
• Are you replacing an existing capability already
offered in another channel? Why?
• Which parts of your organization will be impacted by
the bot, and how are the impacted?
• How will your users discover this?
• Is there a path towards user adoption?
STEP 1: ASK “WHY?”
It’s time for
product
strategy!
These are all the questions worth
asking when building any new
product/channel/capability.
27
Define the intelligence
level and features
S T E P 2
28
The context of “knowledge”
will drive the complexity
of your bot.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
29
Who will drive the
conversation:
The bot, or the user?
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
30
The question
game
Some experiences can be reduced to questions
and answers. These sorts of bots are pretty
dumb and are very easy to build—they don’t
really need to “know” very much.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
31
The question
game
Some experiences are open-ended and
complex. If your bot is going to mimic a human
interaction, it’s going to need to “know” a lot and
it will need to learn.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
32
Parameter
collector
Intelligent
interpreter
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
33
Box of
rocks
HAL 9000
simple
tasks
major
effort
more
complex
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
34
What is
the value
proposition?
“My bot helps people sign up and manages news updates.”
“My bot helps devs add, track, and manage bug tickets.”
“My bot helps people shop atmy store.”
“My bot helps me track orders from my store.”
“My bot helps customers shop AND tracks orders.”
Define the bot’s scope and limits
to set expectations with users.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
35
Organize
your features
• Break down your value proposition into the
featuresthat combine to deliver a rewarding
experience
“My bot helps people shop atmy store”…How?
• How do your featuresrelate to one another?
Are there any natural groupings? Any
dependencies?
• Can these features be prioritized? Can you evolve
your chatbot over time?
Feature set A Feature set B
- Feature 1
- Feature 2
- Feature 1
- Feature 2
- Feature 3
- Feature 4
Value proposition
Prioritize features based on the
path to user adoption.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
36
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
37
Design your chatbot!
S T E P 3
An introduction to Moment 38
Scriptwriting +
testing +
edge case design +
error handling
STEP 3: DESIGN YOUR CHATBOT
39
STEP 3: DESIGN YOUR CHATBOT
Scriptwriting
40
Onboarding
STEP 3: DESIGN YOUR CHATBOT
41
Error handling
STEP 3: DESIGN YOUR CHATBOT
42
Handoffs to other channels
STEP 3: DESIGN YOUR CHATBOT
43
Take a lesson from Siri and Alexa —it’s really
difficult to craftpersonality with something
that only understands you most of the time.
?!
STEP 3: DESIGN YOUR CHATBOT
Who is your bot?
Still…you get points
for personality.
44
STEP 3: DESIGN YOUR CHATBOT
45
1. Ask “Why?”
2. Define your intelligencelevel
and features
3. Design your bot
So, howcan we
build a good
product that is
also a bot?
4. (Test andlearn)
Drew Gold & Josh Lucas-Falk
@momentdesign
Makin’ chatbots – Moment

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