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Chatbots, the design agenda

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I pulled together some broad perspectives and thoughts from working on chatbots the last six months into this talk I gave at UX Live conference on October 2017.

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Chatbots, the design agenda

  1. 1. Boon Yew Chew SapientRazorfish @boonych Chatbots: The Design Agenda UX.Live October 2017
  2. 2. Chatbot problems Most are very linear or condition driven. (human puppet effect)
  3. 3. Chatbot problems Not self aware. Limited ability to handle its’ own limitations and failings.
  4. 4. Chatbot problems Poor multiple line handling. Limited ability to handle corrections / undo
  5. 5. Chatbot problems Poor use of personality.
  6. 6. What’s behind the rise of chatbots? AI Investment Messaging Media Platforms
  7. 7. USD $ 994.5M by 2024 source; Transparency Market Research Dec 2016 CHATBOTS 1Tby 2024 ARTIFICIAL INTELLIGENCE USD $ source; Transparency Market Research Sept 2017 MOBILE APP 54.9B by 2020 USD $ source; Transparency Market Research Mar 2016
  8. 8. April 2015
  9. 9. Caution: Lots of expensive experiments April 2015
  10. 10. Facebook launches Messenger platform with chatbots | TechCrunch April 2016 Microsoft deletes 'teen girl' AI after it became a Hitler-loving sex robot within 24 hours | Telegraph March 2016 Computer simulating 13- year-old boy becomes first to pass Turing test | Guardian June 2014 Google AI chatbot threatens human master | WIRED UK June 2016 Facebook puts cork in chatbots that created a secret language | CNET July 2017 No, a chatbot (DoNotPay) can't automatically sue Equifax for $25,000 | TechCrunch September 2017
  11. 11. Speech recognition chatbots: what’s under the hood? Natural Language Processing Chat clients (e.g. FB messenger, Kik, Slack) Dialogue building GUI Data services Answer engines It depends“It depends” AI terminology, theory, practice Team and skillsets
  12. 12. “The whole point of human-centred design is to tame complexity." Don Norman http://www.jnd.org/dn.mss/simplicity_is_not_th.html
  13. 13. Understanding users’ expectations and needs Establishing and clarifying constraints Designing with conversation as a medium Shaping processes to improve outcomes Where can designers help?
  14. 14. users’ expectation and needs - Understanding users’ expectations and needs - chatbot abilities and expectation setting DIALOGUE
  15. 15. Research sources Input only trials Top tasks surveys Call centre logs Chat logs etc. - Understanding users’ expectations and needs -
  16. 16. People expect chatbots to be... useful for assisting in basic tasks and queries efficient and get things done faster straight to the point ...but not to... answer all their questions fully understand their responses be very intuitive or reliable offer opinions be too informal or expressive Chat Bots: A consumer research study, myclever.com (2016) Chatbot Strategy: Market research report, Fifthquadrant (Nov 2016) - Understanding users’ expectations and needs -
  17. 17. 1 Purpose Why does this chatbot exist for end users? What purpose does it serve? 2 Platform What means does this chatbot use to interact with end users? 3 Possibilities What is this chatbot capable of doing? 4 Personality How does the chatbot express itself through conversation? PURPOSE PLATFORM POSSIBILITIES PERSONALITY - Establishing and clarifying constraints -
  18. 18. H I G H U S E R E X P E C T A T I O N L O W U S E R E X P E C T A T I O N C H A T B O T W E A K N E S S C H A T B O T S T R E N G T H D E L I V E R A N D D E L I G H T S U G G E S T A N D G U I D E L I M I T A N D C L A R I F Y P A R T N E R A N D R E D I R E C T - Establishing and clarifying constraints -
  19. 19. - Designing with conversation as a medium -
  20. 20. Here’s who I am, and what I do, and I’m learning new things as I go. Here are some suggestions - Designing with conversation as a medium - Entity: 38 bus Intent: bus status (phrase and entity match)
  21. 21. - Shaping processes to improve outcomes - Team collaboration - approach and processes Production, management, and tools Editorial standards and governance
  22. 22. - Shaping processes to improve outcomes - http://www.elviavasconcelos.com/UX-for-conversational-Interfaces-1 “I found myself adjusting and tweaking conventional UX methods to better suit working with conversations and this was crucial for a successful collaborative design process.” — Elvia Vasconcelos
  23. 23. "The [AI] technology is neither good nor bad. It's agnostic. It's happening, so we just have to adjust." Garry Kasparov https://www.youtube.com/watch?v=zhkTHkIZJEc
  24. 24. In closing, let’s... make chatbot experiences more meaningful Understanding users’ expectations and needs Establishing and clarifying constraints Designing with conversation as a medium Shaping processes to improve outcomes
  25. 25. Thank you. boon.chew@gmail.com @boonych

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