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Conversational Experiences for Humans

My talk at Push Conference 2017, where I explained the benefits and opportunities of conversational interfaces for users and businesses – and how we as creators can make sure they're created in a way that makes sense for humans.

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Conversational Experiences for Humans

  1. 1. Conversational Experiences for Humans
  2. 2. Push Conference Sebastian Krumhausen | Strategist & Product Manager Hello
  3. 3. What are conversational experiences?
  4. 4. A conversational interface is any UI that mimics chatting with a real human. Instead of communicating with a computer by clicking on icons and entering syntax-specific commands you just tell it what to do.
  5. 5. Different types of conversational experiences
  6. 6. Digital agents
  7. 7. Rule based
 1. This bot is limited. Can respond to very specific commands. If you say an unknown command, It would not know what you mean. 2. This bot is as smart as it is programmed to be. Machine learning
 1. Artificial brain (AI). Understands natural language, not just programmed commands. 2. This bot continuously gets smarter as it learns from conversations it has with people. ! ✌
  8. 8. Apps within apps
  9. 9. Conversational experiences
  10. 10. The app boom is over
  11. 11. 33 million
 voice-activated devices will be installed in the U.S. by the end of 2017
  12. 12. How did we get here?
  13. 13. We are conversational beings
  14. 14. Talking to computers
  15. 15. Command Line Interface
  16. 16. Conv.ui. Full circle? Not quite
  17. 17. Why now? #
  18. 18. 
 1. Machine learning algorithms 2. Advances in language technologies 3. APIs The machines are catching up
  19. 19. State of the union ‘17
  20. 20. “Chatbots are not going to replace Apps anytime soon”
  21. 21. Bot hype curve
  22. 22. Where is the killer app?
  23. 23. NLP not there yet
  24. 24. https://youtu.be/WnzlbyTZsQY
  25. 25. Easy to Launch, Harder to Win
  26. 26. VS.
  27. 27. 76% of customers prefer digital channels to communicate with businesses
  28. 28. Why chatbots?
  29. 29. For consumers
  30. 30. Nothing to install
  31. 31. CNN
  32. 32. There is no judgement ☝
  33. 33. Forksy
  34. 34. Curation %
  35. 35. Operator
  36. 36. Ebay
  37. 37. Quartz
  38. 38. For businesses
  39. 39. Less UI to retain
  40. 40. Be where your customers are
  41. 41. TacoBot
  42. 42. Insights &
  43. 43. Implement where your company requires efficiency
  44. 44. For creators
  45. 45. Experimentation
  46. 46. How?
 UX Considerations
  47. 47. Chatbots Should Make Life Easier '
  48. 48. Airbnb
  49. 49. Start Off With a Focused Chatbot (
  50. 50. The Bot Should Introduce Itself )
  51. 51. Build guardrails
  52. 52. Always Suggest the Next Step *
  53. 53. Fallbacks and fail gracefully +
  54. 54. Context is important!
  55. 55. Personality Makes the Experience More Pleasant ,
  56. 56. Reply, Always -
  57. 57. Hybrid interface
  58. 58. High Velocity and frequency
  59. 59. Delighting the user with clever conversations and ‘small talk’.
  60. 60. Ask how we’re doing?
  61. 61. Where do we go from here?
  62. 62. Interactive notifications
  63. 63. Google Now
  64. 64. WeChat
  65. 65. Pure content
  66. 66. Only the conversation remains
  67. 67. Key takeaways
  68. 68. Design the notifications, as the actions within them, will become an increasingly important part of UI design.
  69. 69. Create systems not destinations
  70. 70. Think about who you might integrate with
  71. 71. Responsive design is a nice thing, but we’re heading way beyond that
  72. 72. It’s still early
  73. 73. Good luck
  74. 74. Sebastian Krumhausen
 
 @krumhausen
 krumhausen.com
 sebastian@surebot.io Cheers! .
  75. 75. https://www.fastcodesign.com/3058546/conversational-interfaces-explained https://chatbotslife.com/chatbots-the-rise-of-conversational-ui-8a59078e2f95
 
 https://blog.intercom.com/the-end-of-apps-as-we-know-them/ 
 Sources
  76. 76. 5 expert hacks to improve your Slackbot UI
 https://chatbotsmagazine.com/5-expert-hacks-to-improve-your-slackbot-ui-50e92b9180c5 Chatbot design process
 https://chatbotsmagazine.com/how-we-got-a-98-success-rate-for-our-bot-for-zalando-a-ux-case- study-fcdc0e70469d Resources
  • JayceeAnnDay

    Apr. 17, 2018
  • ChiaraMolina1

    Dec. 6, 2017

My talk at Push Conference 2017, where I explained the benefits and opportunities of conversational interfaces for users and businesses – and how we as creators can make sure they're created in a way that makes sense for humans.

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