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The State of Conversation Design - Designing for the Conversational Future

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The State of Conversation Design - Designing for the Conversational Future

  1. 1. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  2. 2. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  3. 3. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  4. 4. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  5. 5. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Just like you cannot imagine a company without engineers today, you cannot imagine a company without conversation designers 5 years from now.
  6. 6. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  7. 7. Copyright 2020 © Conversation Design Institute B.V. All rights reserved I need , and I need , and
  8. 8. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  9. 9. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  10. 10. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  11. 11. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  12. 12. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  13. 13. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  14. 14. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  15. 15. Copyright 2020 © Conversation Design Institute B.V. All rights reserved The tendency to perceive a specific, often meaningful image in a random or ambiguous visual pattern.
  16. 16. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  17. 17. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Inconsistent Less likable Less trustworthy
  18. 18. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  19. 19. Copyright 2020 © Conversation Design Institute B.V. All rights reserved “How may I help you sir?” Work: Butler Lives in: New York, New york Raised in: Edinborough, Scotland Education: Boroughmuir High School, Edinborough, New York International School of Hospitality Henry studied hospitality management. Has travelled the world and loves to cook. His three daughters are studying. He knows a lot about the world. A bit formal, but warm and empathic, especially when it comes to children. ● Answer questions about the villa. ● Provide information about things to do in the area. Slow Tranquil Low pitch Serious ● Make sure that the family doesn’t miss any of the highlights, like the golf clinics for kids, chef’s diner on Thursdays. ● “Good afternoon.” “Good day.” ● “Splendid. Two tickets to the golf clinic. Is two o’clock good for you?” ● “To confirm, would you like two tickets to children’s golf clinic? Is that correct?” ● “I’m terribly sorry.” Marital status: Married, 3 daughters Fast Energetic High pitch Aural smile
  20. 20. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  21. 21. Copyright 2020 © Conversation Design Institute B.V. All rights reserved For each use case
  22. 22. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  23. 23. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Buying sneakers At home, on computer Alone, maybe partner in next room No rush. But excited to run Which to get Buy cool sneakers Getting fit. Looking cool What if I don’t get the cool ones The assistant to help select sneakers Afraid to make mistakes Loves to run. But is always afraid to buy the wrong sneakers. Is just never sure what’s in fashion Select sneakers add to cart Recognize people and do transaction What’s in stock Nothing Goal, size, price, color Add to cart and get extras Browse too much because too many options
  24. 24. Copyright 2020 © Conversation Design Institute B.V. All rights reserved One person is the assistant, the other person is the user. We sit back-to-back to prevent non-verbal cues. We iterate until we get it right. I’m going to start running again and I’m going to need some new sneakers We have a lot of those… can you maybe be more specific? Or no wait… Do you have a budget??
  25. 25. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  26. 26. Copyright 2020 © Conversation Design Institute B.V. All rights reserved For each use case
  27. 27. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  28. 28. Copyright 2020 © Conversation Design Institute B.V. All rights reserved OK. You want to buy sneakers. Do you know which ones? Acknowledgement ✓ Implicit confirmation ✓ Prompt ✓
  29. 29. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  30. 30. Copyright 2020 © Conversation Design Institute B.V. All rights reserved For each use case
  31. 31. Copyright 2020 © Conversation Design Institute B.V. All rights reserved You can prompt desired behaviour by increasing motivation and ability.
  32. 32. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Motivation ➔ Social proof ➔ Urgency ➔ Commitment ➔ Positive feedback ➔ Loss aversion ➔ Anticipation ➔ Ask again Ability ➔ Soft CTA ➔ Choice architecture ➔ Anchoring Prompts ➔ Exceptional benefit ➔ Curiosity ➔ Simple question
  33. 33. Copyright 2020 © Conversation Design Institute B.V. All rights reserved OK. To find the right sneakers, I’m going to run you through 3 simple questions. For most people, this only takes a minute. Ready. Set. Go? Go! Nah Let’s do this Personality ✓ ✓ Anticipatory enthusiasm ✓ Expectation management ✓ Social proof ✓ Choice architecture ✓ Acknowledgement ✓ Implicit confirmation ✓ Prompt ✓
  34. 34. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  35. 35. Copyright 2020 © Conversation Design Institute B.V. All rights reserved
  36. 36. Copyright 2020 © Conversation Design Institute B.V. All rights reserved For each use case
  37. 37. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Design Fundamentals ● What is conversation design ● Psychology of conversations ● Understanding scenarios ● How to write prompts ● How to write introductions ● Turn-taking ● Explicit & implicit confirmations ● Acknowledgements ● Prompt verbosity ● Barge-in ● Empathy ● Tapering ● Jenga technique ● Discourse markers ● Error handling ● How to present lists ● Add variety ● No input ● No match ● Misrecognition ● Task failure Workflow ● Explore tech ● Explore operations ● Identify user personas ● Why create a bot persona ● How to create bot persona ● Chatting style Happy Conversation Design ● Identify use case ● Conversation Design Canvas ● Setting the scene ● Human needs ● Assistant needs ● Sample Dialogue ● Flowchart ● Expert Rewrite ● Wizard of Oz testing Detailed Conversation Design ● AI Training ● Long tail ● Repair flow ● Implementation ● Optimization Increasing motivation ● Design for increasing motivation ● Use cases for increasing motivation ● Simple question ● Stir curiosity ● Exceptional benefit ● Soft call-to-action ● Choice architecture ● Small commitments ● Positive feedback ● Anticipatory enthusiasm ● Urgency ● Social proof ● Framing ● Anchoring ● Loss aversion ● Ask again ● Show gratitude ● Never a dead-end-street ● Peak-end rule Bot personality ● Personality content ● Chit chat ● Create easter eggs ● Seasonal content ● Curated Content ● How to write jokes Glassboard ● Challenge of the interface ● Requirements ● Happy Conversation Design ● Detailed Conversation Design ● CDI Workflow Course content
  38. 38. Copyright 2020 © Conversation Design Institute B.V. All rights reserved ● Repair flows ● Confirmation ● Disambiguation ● Slots, skills, and transactional ● Testing implementation Improve ● Business performance ● Traffic ● Activation ● Containment ● Drop out ● Customer satisfaction ● Technical performance ● Four key metrics ● Accuracy ● Precision ● Recall ● Macro F1 score ● Threshold ● Average confidence score ● Improving the assistant ● Improving cognition ● Training phrase discipline ● Validating the NLU Theory ● The AI Trainer’s team ● The Team roles ● Meet your boss ● Understanding AI Training ● Glossary of AI Training ● Future of AI Training ● Types of AI Assistants ● AI Trainer in the CDI workflow ● Steps of building the Assistant ● A short chapter on AI ● The Challenge of language ● The Scope of the Assistant ● Business scoping Build ● Training phrases ● Sourcing training phrases ● Create training phrases ● Improve training phrases ● Training the Assistant ● Entities ● Implementation workflow ● An organized platform ● Implementation practice ● Linking with conditions ● Entity and regex conditions ● Counters & variables ● Specialized implementation ● Fix under- and overtraining ● Merging ● Splitting ● Removing intents ● Blind testing ● Improve business metrics ● Activation & traffic ● AI Trainer Course wrap up Course content
  39. 39. Copyright 2020 © Conversation Design Institute B.V. All rights reserved www.conversationdesigninstitute.com/courses/rasa
  40. 40. Copyright 2020 © Conversation Design Institute B.V. All rights reserved Want to learn more about conversation design? Join our trial course!
  41. 41. Copyright 2020 © Conversation Design Institute B.V. All rights reserved ➔ conversationdesigninstitute.com ➔ hans@conversationdesigninstitute.com ➔ twitter.com/hvdam

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