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Makin’ chatbots – Moment

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You might have noticed an ever-increasing adoption of conversational interfaces, whether in customer service situations, in financial products, or when doing something as simple as ordering flowers. As designers, it’s our job to grow and adapt to best utilize this new paradigm.

This slide deck (from the June 28, 2017 event in Moment's Chicago office) covers design’s influence on the chatbot landscape and highlights tools to experiment with on your own.

To find out more about Moment, please visit momentdesign.com

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Makin’ chatbots – Moment

  1. 1. Makin’ Chatbots @momentdesign
  2. 2. 2 Introductions Josh Lucas-FalkDrew Gold
  3. 3. Notes The design consultancy redefining what lies ahead 3
  4. 4. What’s a “chatbot” anyway? 4 Chatbot time
  5. 5. 5 Messenger Slack Kik Text Contexts Machine learning Neural network AI Conversational UI Technologies & methods Siri Cortana Alexa Google Assistant Products
  6. 6. 6 Chat + bot Context “Intelligent” technology +
  7. 7. 7
  8. 8. 8 Parameter collector Intelligent interpreter
  9. 9. The intelligence part is really hard, even for the very biggest players. 9
  10. 10. If Microsoft, Facebook, and Amazon struggle, what chance do we have? 17
  11. 11. 18 The good news: Chatbots can be successful without passing the Turing test.
  12. 12. 19 Why? Because you get some stuff for free!
  13. 13. 20 Free thing #1 Interaction without interface
  14. 14. 21 Free thing #1 Interaction without interface
  15. 15. 22 Free thing #2 The context is usually familiar
  16. 16. 23 Free thing #3 The ELIZA effect
  17. 17. So, how can we build a good product that is also a bot? 24
  18. 18. 25 Ask “Why?” Bots are supercool, but should yournew productbea bot? S T E P 1
  19. 19. 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.
  20. 20. 27 Define the intelligence level and features S T E P 2
  21. 21. 28 The context of “knowledge” will drive the complexity of your bot. STEP 2: DEFINE THE INTELLIGENCE / FEATURES
  22. 22. 29 Who will drive the conversation: The bot, or the user? STEP 2: DEFINE THE INTELLIGENCE / FEATURES
  23. 23. 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
  24. 24. 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
  25. 25. 32 Parameter collector Intelligent interpreter STEP 2: DEFINE THE INTELLIGENCE / FEATURES
  26. 26. 33 Box of rocks HAL 9000 simple tasks major effort more complex STEP 2: DEFINE THE INTELLIGENCE / FEATURES
  27. 27. 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
  28. 28. 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
  29. 29. 36 STEP 2: DEFINE THE INTELLIGENCE / FEATURES
  30. 30. 37 Design your chatbot! S T E P 3
  31. 31. An introduction to Moment 38 Scriptwriting + testing + edge case design + error handling STEP 3: DESIGN YOUR CHATBOT
  32. 32. 39 STEP 3: DESIGN YOUR CHATBOT Scriptwriting
  33. 33. 40 Onboarding STEP 3: DESIGN YOUR CHATBOT
  34. 34. 41 Error handling STEP 3: DESIGN YOUR CHATBOT
  35. 35. 42 Handoffs to other channels STEP 3: DESIGN YOUR CHATBOT
  36. 36. 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.
  37. 37. 44 STEP 3: DESIGN YOUR CHATBOT
  38. 38. 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

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