Let's Talk: fundamentals of conversational design
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I had a pleasure to teach conversation design at Lviv Data Science Summer School. We’ve discussed architectural approaches, covered semantic funnels and goal-oriented conversations. This presentation was used as a support material and I decided to share it with a wider audience. There are multiple articles introducing chatbots as a concept, including the main architectural principles behind. I’m not going to talk about them here, but rather I am presenting the anatomy of conversation and useful resources to get started with design and development: links to platforms, dialog engines, prototyping tools, connectors, intent recognition, and conversation analytics tools.
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Let's Talk: fundamentals of conversational design
- 1. Nikita Lukianets @nikiluk CTO, Founder of PocketConfidant AI Fundamentals of conversational design Let’s Talk
- 2. Mybackground • Applied Physics • 10+ years in HCI, UX • ML & Neuroscience • Ex Microsoft, Continuum Design • Founder Open Ethics initiative • Building AI coach to help people live and work better, together. https://pocketconfidant.com
- 4. our capacity for acquiring and using complex systems of communication
- 8. When we speak about objects or processes it’s crucial how we define them
- 9. Sign Meaning Real object Triangle of reference The Meaning of Meaning (1923) by Ogden and Richards
- 10. Sign “lion” Meaning one of the four big cats in the genus Panthera. Real object
- 11. Meaning estimate the mean of a normally distributed population in situations where the sample size is small and population standard deviation is unknown Real object
- 12. lat. pictus — draw gr. γράμμα — mark
- 13. What is design?
- 17. Data: the new electricity
- 18. DataisthenewElectricity IDC - 2017, 451 Research - 2017 10x 50x $138bn 75% growth in worldwide data by 2025 ~163ZB (IDC) growth in analyzable data by 2025 ~ 5.2ZB (IDC) market opportunity for data by 2021 (451R) of enterprises will use AI (IDC) Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 19. The4th Industrialrevolution 1784 1870 1969 20XXNikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 20. Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions People will lose jobs.
- 21. 50% Report of the McKinsey Global Institute - January 2017 McKinsey analysts estimate this is the share of activities workers are paid to do now that could be automated using currently available technologies by 2055. [accounting for $15 trillion in wages] Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 22. Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions But what kind of jobs will we lose?
- 23. Today:skillsandoccupations PEW Research, The State of American Jobs - 2016 Employment growth is more rapid in occupations requiring higher social or analytical skills. 83 77 18 Analytical skills Social skills Physical skills Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 24. Tomorrow:lessonsfromhistory Throughout history, large-scale sector employment declines have been countered by growth of new sectors that have absorbed workers IPUMS USA 2017; US Bureau of Labor Statistics Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 25. Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions Tomorrow:lessonsfromhistory Technology drives the creation of many more jobs than it destroys over time, mainly outside the industry itself. Example of personal computers Created: 19M Destroyed: 3M Net Jobs: 16M Personal Computers 1970-2015 - IPUMS USA 2017; US Bureau of Labor Statistics 1% 3% 19% 77% Direct: Equipment manufacturing Indirect: Suppliers Enabled: Software and services Users: Utilizing industries
- 26. Whatskillsarerequiredtomorrow? Does it mean that in the Age of AI we will see much higher relative growth for social skills? Analytical skills Social skills Physical skills Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 27. Bots… and the decision making Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 28. AMA Ask me anything: the worst thing ever ?
- 29. Creepy:lifelikeisclosebutnotattained Masahiro Mori (1970) The Uncanny Valley
- 30. 2 main pillars of intelligence… 1.Perceive environment 2.Acttosucceed atagoal,learn + Nikita Lukianets @nikiluk Quantitative Ethics - governance and ethics of AI decisions
- 31. Perceive last few actions user name user languageprevious discussions time of day pages visited
- 33. Like this
- 34. Instead
- 35. commandline@problem:~$ Assuming users knows what to type in
- 36. Conversation variability remember aware of what’s around answer properly ask questions understand language
- 37. deepshallow
- 40. Chainissue…justmaketheflow Assumption of linear inputs…
- 41. Semanticfunnel Topic 2 Topic 4Topic 1 Topic 3
- 42. Semanticfunnel wide deep Where is the context? How close am I to the goal?
- 43. Questions • Where the user is coming from? • How can we learn about his state? • What are the markers of his behaviors? • What are the task completion criteria? wide deep Where is the context? How close am I to the goal?
- 44. Navigation: Topic 2 Topic 4Topic 1 Topic 3
- 47. Who is she?
- 48. What can you tell me about the User?
- 49. Persona:Marianne A persona is a fictional character that can be used to understand your target audience, but most importantly, to be able to make quick, but well informed, decisions in your design/marketing/sales processes. It is NOT “A demographic”
- 50. Persona Narrative: Identity, a day in life… Environment: demographics, background… Drivers of behavior: motivations, goals, wants… Pains: what hurts, frustrates…
- 53. CustomerJourney
- 54. Anatomy of the conversation i o
- 56. Session>Funnels Topic 2 Topic 4Topic 1 Topic 3
- 57. Input
- 59. Dialog>Message
- 60. Dialog>Message Where do we listen
- 61. Dialog>Message How the context affects trigger
- 62. Dialog>Message What dialog do we trigger
- 63. Dialog>Message What message is currently active
- 64. Dialog>Message What happens after dialog is over
- 65. Message>content
- 70. Resources
- 71. Prototyping https://botmock.com/ https://botsociety.io/documentation/basics/ https://botframe.com/editor/new https://whimsical.com/ - UML, mockups https://www.draw.io/ - UML
- 72. ConversationalDesignServices,CaaS https://chatfuel.com/ - Facebook specific https://manychat.com/ - Facebook specific https://botsify.com/ https://botpress.io/ https://www.meya.ai/product https://flowxo.com/ http://conversable.com/platform/ http://converse.ai/#features https://www.engati.com/#features
- 73. ConversationalPlatforms,PaaS(coding) Google https://cloud.google.com/dialogflow/docs/basics Flows - dialog engine intents (ex API.ai) - text recognition Integrations – channels Microsoft https://dev.botframework.com/ LUIS - text recognition Bot Builder - dialog engine (hosted on ) Bot Channels Registration – connector Amazon https://aws.amazon.com/lex/ Lex Channels - connector Lex Bot - dialog engine (hosted on S3 or Lambda) Lex NLP- text intent recognition IBM https://www.ibm.com/cloud/watson-assistant/ Watson SDK + Skill Builder - dialog engine Watson NLP - text intent recognition Watson Integrations – connector FB https://developers.facebook.com/docs/messenger-platform Messenger Platform - dialog engine WIT AI - text intent recognition SAP https://cai.tools.sap/ (Recast.AI) Training - text intent recognition Builder - dialog engine Connector- connector
- 74. Components,mostlydialogengines https://home.pandorabots.com/home.html - AIML bot engine (rule-based) http://chatscript.sourceforge.net/ - bot engine (rule-based), old https://botkit.ai/getstarted.html - Microsoft Bot Framework compatible - wrapper dialog engine https://bot.viseo.io/ - Microsoft Bot Framework compatible - wrapper dialog engine https://botman.io/ - PHP based https://rasa.com/docs/getting-started/ - NLU + Core dialog engine https://octaneai.com/ - customer-centric focus https://www.gupshup.io/ https://kore.ai/ - NLU + Core dialog engine
- 75. Bots&Landingpages https://labs.typeform.com/cui/ https://www.hubspot.com/products/crm/chatbot-builder - For websites (ex motion.ai) https://space10-community.github.io/conversational-form/landingpage/ https://landbot.io/
- 76. Connectors https://smooch.io/integrations/messenger/ https://www.interbot.cc/ https://www.pullstring.com/ - focus on voice
- 79. Thank you About Nikita Lukianets My passion is Human-Computer interaction and I am inspired by working with people and helping organizations to bring meaning to what they do through design and technology. I’d love to connect. Feel free to contact me.