The document discusses the design and production challenges of conversational user interfaces (CUI) using artificial intelligence. It covers several topics: intent discovery through research; an example conversational banking bot; natural language processing support across languages and domains; challenges of processing less common languages; new challenges involving cultural factors, emotions, and context; and best practices for developing global and localized CUIs.

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Conversational UI
Cross-Cultural UX
Ultan O’Broin
Senior Director
Oracle Applications User Experience
July 2017
Design and Production Considerations and Challenges
of AI-based Computing
(aka “Just When We Thought We Were Done”)
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Disclaimer: #OracleEmp. All views expressed and/or shown in this presentation are the responsibility of the
presenter, Ultan O’Broin. They may not reflect Oracle’s policy.

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About Ultan O’Broin
• Senior Director Oracle Applications User
Experience, EMEA and APAC
• Outbound partner and sales UX enablement
• Design patterns, patents, UX accelerators
• MultilLingual Magazine Editorial Board
• UX, L10n, I18n (ORCL, MSFT)
• Writer, Blogger, Chatbots Magazine and
Planeta Chatbot, MultiLingual
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Conversational UI (CUI) Design for the Enterprise
• Business process asks and tasks
• Simplicity of intent
• Multi-role users
• Multi-generational use
• Mobility, cloud hand-offs
• Contextual awareness
• Data security
• Internationalization and localization
• Accessibility
• Extensibility

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Intent Discovery: Research in the Wild and in Labs
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imaginBank: A Bank for Millennials
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Utterances: AI NLP Support – Languages and Domain
• API.AI: Brazilian Portuguese, Chinese English,
Dutch, French, German, Italian, Japanese, Korean,
Portuguese, Russian, Spanish, and Ukrainian.
• Microsoft Language Understanding Intelligent
Service (LUIS): English, French, Italian, German,
Spanish, Brazilian Portuguese, Japanese, Korean
and Chinese.
• RECAST.AI: French, English, and Spanish.
• Domains? Consumer v Enterprise corpus
Source: Master of Code – Viktoria Tymoshchuk https://masterofcode.com/blog/creating-best-ai
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Ye Olde Language Challenges and Processing
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Ye Olde Language Challenges and Processing
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Now come ‘new’ UX challenges
• Cultural theory and interaction
• Bot personality
• Gender, names …
• Sentiment, emotion
• Surrounding chit-chat
• Pop references, time sensitivity
•  Emojis as a language.
Which ones? What order?
• Is AI the ultimate UX challenge?
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As Always: Context Trumps Content
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Global UX CUI Best Practices
• Research user intent globally
• Reflect context of use locally
• Choose platforms that supports language
and domain, learns, trainable.
• Domain terminology, tone, style.
• Pick a translation vendor with domain and locale UX experience.
• Write complete strings, and provide scripts of content context.
• Care with graphics, images, humor, emojis, etc: Editable or replaceable.
• I18n: characters sets, text processing, reading & writing direction, language detection, locale
support: Unicode, International Components for Unicode libraries, XLIFF, etc.
• Multilingual architecture for adding conversations and languages later.
• Create glossaries of terms, synonyms, slang, abbreviations, etc.
• Apply design review, heuristics and then usability test in context before production.
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Other References
•MultilLingual: www.multilingual.com
•Chatbots Magazine: Chatbotsmagazine.com
•Planeta Chatbot: Planetachatbot.com (Spanish)
•Hofstede's cultural dimensions theory (Wikipedia)
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