“The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms” by Lorenz Cuno Klopfenstein, Saverio Delpriori,Silvia Malatini, and Alessandro Bogliolo, presented at DIS 2017 in Edinburgh, 13 June 2017.
The document discusses the rise of conversational interfaces and chatbots as a new form of search. It notes that search is becoming more conversational, with questions replacing keywords. Chat boxes are replacing or augmenting traditional search boxes by allowing users to ask questions and have natural language conversations to find information. Conversational interfaces help flatten navigation and allow multi-turn dialogs. The trends suggest voice assistants and chatbots will become more common, intelligent and integrated across channels in the future.
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.
Have you always wondered how chatbots work and what possible use cases they have? Go through our insightful report and feel free to contact us in case you want to know more!
Designing for Mobile: UX for designers and developersKelley Howell
During 2010, I was tapped to create the first mobile web experience for five different sister organizations, part of a larger conglomerate. After doing so, I shared what I'd learned about UX research and UX design for mobile devices.
An Implementation of Voice Assistant for Hospitalitysipij
Voice user interface has gained popularity in the recent years. A chatbot is a machine with the ability to answer automatically through a conversational interface. Instead of using mouse and keyboards as input and screen as output, a chatbot with extra voice user interface feature improve the system and enhance the user experience. A chatbot is considered as one of the most exceptional and promising expressions of human computer interaction. Voice-based chatbots or artificial intelligence (AI) devices transform humancomputer bidirectional interactions that allow users to navigate an interactive voice response (IVR) system with their voice generally using natural language. In this paper, we focus on voice based chatbots for mediating interactions between hotels and guests from both the hospitality technology providers’ and guests’ perspectives. A hotel web application with voice user interface was implemented which provides voice input/output interface to enhance the user experience. Speech recognition component was used to dictate the user voice input to text. Speech synthesis API was used for text to voice conversion. A closed domain question answering (cdQA) Natural Language Processing (NLP) solution was used for processingof query and return the best answer possible.
An Implementation of Voice Assistant for Hospitalitysipij
This document describes a voice assistant chatbot that was implemented for the hospitality industry. It uses speech recognition to convert voice input to text, then processes the text using natural language processing to determine the best response. A closed domain question answering approach is used. The system was trained on data related to hotel websites to enable it to answer questions about hospitality domains. The document provides details on the system components and technologies used, such as deep speech for speech recognition and various text-to-speech APIs for generating voice responses.
Cascon 2016 Keynote: Disrupting Developer Productivity One Bot at a TimeMargaret-Anne Storey
Conversational bots have become a popular addition to many mainstream platforms and software engineering has adopted them at an almost dizzying pace across every phase of the development life cycle. Bots reportedly help developers become more productive by automating tedious tasks, by bringing awareness of important project or community activities, and by reducing interruptions. Developers "talk to" and "listen to" these bots in the same conversational channels they use to collaborate with and monitor each other. However, the actual impact these bots have on developer productivity and project quality is still unclear. In this talk, I will give an overview of how bots play a prominent role in software development and discuss the benefits and challenges that can arise from relying on these "new virtual team members". I will also explore how bots may influence other knowledge work domains and propose a number of future directions for practitioners and researchers to consider.
Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-finalCrispin Reedy
This document discusses differences and similarities between chatbots and voicebots. It summarizes a presentation on how chatbots can learn from existing voice user interface (VUI) design. The presentation covers how text-based and voice-based conversations differ, as well as analytics for bots and voice interfaces. It also discusses how bots and automated phone systems can learn from each other. The discussion includes examples of structured versus unstructured conversations and how voice and chat conversational models begin by identifying problems.
The document discusses the rise of conversational interfaces and chatbots as a new form of search. It notes that search is becoming more conversational, with questions replacing keywords. Chat boxes are replacing or augmenting traditional search boxes by allowing users to ask questions and have natural language conversations to find information. Conversational interfaces help flatten navigation and allow multi-turn dialogs. The trends suggest voice assistants and chatbots will become more common, intelligent and integrated across channels in the future.
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.
Have you always wondered how chatbots work and what possible use cases they have? Go through our insightful report and feel free to contact us in case you want to know more!
Designing for Mobile: UX for designers and developersKelley Howell
During 2010, I was tapped to create the first mobile web experience for five different sister organizations, part of a larger conglomerate. After doing so, I shared what I'd learned about UX research and UX design for mobile devices.
An Implementation of Voice Assistant for Hospitalitysipij
Voice user interface has gained popularity in the recent years. A chatbot is a machine with the ability to answer automatically through a conversational interface. Instead of using mouse and keyboards as input and screen as output, a chatbot with extra voice user interface feature improve the system and enhance the user experience. A chatbot is considered as one of the most exceptional and promising expressions of human computer interaction. Voice-based chatbots or artificial intelligence (AI) devices transform humancomputer bidirectional interactions that allow users to navigate an interactive voice response (IVR) system with their voice generally using natural language. In this paper, we focus on voice based chatbots for mediating interactions between hotels and guests from both the hospitality technology providers’ and guests’ perspectives. A hotel web application with voice user interface was implemented which provides voice input/output interface to enhance the user experience. Speech recognition component was used to dictate the user voice input to text. Speech synthesis API was used for text to voice conversion. A closed domain question answering (cdQA) Natural Language Processing (NLP) solution was used for processingof query and return the best answer possible.
An Implementation of Voice Assistant for Hospitalitysipij
This document describes a voice assistant chatbot that was implemented for the hospitality industry. It uses speech recognition to convert voice input to text, then processes the text using natural language processing to determine the best response. A closed domain question answering approach is used. The system was trained on data related to hotel websites to enable it to answer questions about hospitality domains. The document provides details on the system components and technologies used, such as deep speech for speech recognition and various text-to-speech APIs for generating voice responses.
Cascon 2016 Keynote: Disrupting Developer Productivity One Bot at a TimeMargaret-Anne Storey
Conversational bots have become a popular addition to many mainstream platforms and software engineering has adopted them at an almost dizzying pace across every phase of the development life cycle. Bots reportedly help developers become more productive by automating tedious tasks, by bringing awareness of important project or community activities, and by reducing interruptions. Developers "talk to" and "listen to" these bots in the same conversational channels they use to collaborate with and monitor each other. However, the actual impact these bots have on developer productivity and project quality is still unclear. In this talk, I will give an overview of how bots play a prominent role in software development and discuss the benefits and challenges that can arise from relying on these "new virtual team members". I will also explore how bots may influence other knowledge work domains and propose a number of future directions for practitioners and researchers to consider.
Chatbots vs. Voicebots Sunrise Session SpeechTEK 2017-finalCrispin Reedy
This document discusses differences and similarities between chatbots and voicebots. It summarizes a presentation on how chatbots can learn from existing voice user interface (VUI) design. The presentation covers how text-based and voice-based conversations differ, as well as analytics for bots and voice interfaces. It also discusses how bots and automated phone systems can learn from each other. The discussion includes examples of structured versus unstructured conversations and how voice and chat conversational models begin by identifying problems.
UX STRAT Online 2021 Presentation by Josephine Scholtes, MicrosoftUX STRAT
These slides are for the following session presented at the UX STRAT Online 2021 Conference:
"Designing Conversational AI at Microsoft: A Design Toolkit"
Josephine Scholtes
Microsoft: User Experience Consultant
Convenience is the future of e-commerce. In our current age of messaging and communication, chatbots and other forms of artificial intelligence (AI) are a natural gateway to ultra-personalized experiences.
Existing best practices and standards cover topics such as engagement, understanding and context. But with technology rapidly advancing the field, many are still struggling with designing optimal user experiences. What is a conversational strategy for AI and machine learning? How do you design without an established set of core principles?
In this presentation, we explore the current and future state of chatbot and AI technologies with a set of recommended core principles and strategies. We also showcase how particular aspects of chatbot visual design impact user engagement, and where industry best practices are taking user-machine interactions into 2019.
Why bots? Why now? Discover what you should know about the bot and conversational UX revolution from Michael Sikorsky, Robots and Pencils CEO, and Mike Brevoort, CTO of Robots and Pencils and Founder of Beep Boop, a ridiculously simple Slack and Messenger bot hosting platform.
Digital Assistants and Chatbots - a Brands best friend?David Wright
The document discusses digital assistants (DAs) and chatbots, and whether they can be considered a brand's best friend. It summarizes research conducted to test this hypothesis, including a usability test of how people interact with DAs, an analysis of DA and messenger usage data, and an examination of brand page interactions on Facebook. The research found that while DAs are useful for simple tasks, they currently lack the ability to have deeper, more conversational interactions or fully understand brands. Therefore, DAs cannot yet be considered a brand's best friend.
This document discusses digital assistants and chatbots, and how they may benefit brands. It describes recent developments in digital assistants from large tech companies. The author hypothesizes that current conversations with digital assistants are brief and rely on simple questions. To test this, the author analyzes usage of Siri, examines Facebook brand page interactions, creates a chatbot to interact with colleagues, and conducts a usability study where participants perform tasks using Siri and Google Voice. The implications for both brands and market research are discussed.
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New directions in user experience: an immersive look at bots & conversational...Joe La Sac
Shortly after working with Robin Chan’s startup, Operator.com, in 2016, I led this brown-bag style talk titled “New Directions in User Experience” at the meetup for PDX BOTS. I wish I had recorded the talk!
AI-powered Chatbots - what they are and where they're goingKeith Klundt
This document discusses the rise of chatbots and conversational commerce. It notes that messaging apps have become very popular and chatbots provide a way for companies to engage customers in these spaces. The document outlines the history of chatbots in 2016 and discusses how technologies like artificial intelligence and machine learning will allow chatbots to have more natural language conversations. It also notes analysts' predictions that the market for chatbots and virtual assistants will grow significantly in coming years.
Mark Swaine UX Guy Designing Bot ExperiencesMark N Swaine
The document discusses the rise of messaging platforms and chatbots. It notes that messaging apps are increasingly used for both personal and business communication, replacing voice calls and emails. As messaging grows, companies are exploring using chatbots for customer service and marketing through platforms like Facebook Messenger, WhatsApp, and Slack. The document provides an overview of some popular tools for developing chatbots and outlines important considerations for designing the user experience of a chatbot, such as ensuring the core services can be represented through natural language conversations and testing the dialogue flows.
This document discusses journey-first design and how it differs from mobile-first design. It describes journey-first design as accounting for the full path a user takes across devices from beginning to end of an experience. The document outlines Mad*Pow's 5-step process for journey-first design: 1) conducting user interviews, 2) creating personas, 3) mapping user flows, 4) identifying touchpoints, and 5) designing content and prototypes. It encourages considering all possible devices and contexts rather than focusing on a single device to better prepare for the future.
Discover the main topics that will be holding the conversation next year.
The technology underneath is not new but 2017 it’s been the most prolific year for chatbot development. If we don’t want the industry to die, 2018 should be the year of massive user adoption.
The document discusses the potential for bots to guide users and generate leads by answering basic questions, allowing users to explore options and feel their time is valued. However, human interaction is still vital for customer experience. Bots are best at answering simple questions efficiently, while humans are needed for their empathy. The role of bots versus humans in customer service is an ongoing discussion.
This document provides an overview of chatbots including:
- Defining what chatbots are and why they are important for app developers.
- Discussing different approaches for chatbots such as replacing apps, greeting users for apps/websites, and using conversation as a means or end.
- Covering best practices for conversational UX, platforms to build chatbots, and why the presenter likes the API.ai platform.
Design Conversations for Chatbots @ MS Ignite 19Caio Calado
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Contextual chatbots and voicebot solutions for your businessBotwiser
This document discusses contextual chatbot and voicebot solutions for businesses. It begins with an introduction to chatbots, their capabilities beyond simple conversations, and why they are gaining popularity now due to increased mobile messaging. The rest of the document outlines best practices for planning, designing, building, testing and improving chatbots. It also discusses technology trends, challenges, and examples of how the company Botwiser provides chatbot platforms and services to help businesses improve customer communication and experiences.
Chatbots are transforming the banking industry. With recent advancements in machine learning, artificial intelligence and natural language processing, chatbots are more accurate than ever before. Banking chatbots have the potential to create deeper, insightful connections with customers, automate backend operations, and create friction-free banking experiences.
At Abe AI, we believe the future is conversational banking, powered by artificial intelligence and chatbots. But what exactly is a chatbot? How do they work? And why should banks be using them?
We’re glad you asked! We’ve broken down this buzzword into a helpful visual guide to how chatbots are revolutionizing digital banking.
Check out our infographic “Chatbots: The Future of Digital Banking” below and let us know what you think. And feel free to share or embed the image with the code at the end of this post.
This document provides an overview of chatbots, including their concept and market potential. It discusses what chatbots are, where they can be applied, and how the market for chatbots is growing. It also covers natural language processing (NLP) and common AI tools used for chatbots. Popular bot platforms and frameworks are described along with messaging platforms like Facebook Messenger that chatbots can integrate with. The document concludes by noting how chatbots are becoming more advanced with capabilities beyond just text.
The document discusses the rise of conversational commerce powered by bots. It predicts that by 2020, bots will facilitate 40% of mobile interactions and transactions as the post-app era begins. Several companies like Microsoft, Facebook, and Slack are shifting their focus to bots and chat-based platforms. Bots allow brands to have intuitive, intelligent, and contextual conversations with billions of users on messaging platforms. This shifts business operations to a new model of conversational commerce where micro-moments can be tapped into through bots.
Concetti base e introduzione al controllo di versione (version control). Concetti e comandi base di Git.
Corso di “Piattaforme Digitali per la Gestione del Territorio” presso l'Università di Urbino “Carlo Bo”, Anno Accademico 2017–2018.
Gamification for Crowdsourced Data Collection in Mobile Usability Field StudiesLorenz Cuno Klopfenstein
By Silvia Malatini, Lorenz Cuno Klopfenstein, and Alessandro Bogliolo. Presented at CHITALY 2017, Cagliari (IT), 20/09/2017.
Larger smartphones have become increasingly commonplace, sometimes blurring the boundaries between phones and tablets.
Most UI guidelines and usability studies are rarely updated and are still based on smaller screens or one-handed operations, which can be tiresome on large devices that may require different, or even two-handed postures.
Past usability studies have successfully proposed crowd-sourced data collection systems, using mobile applications published on app stores.
This work aims to investigate how similar systems can benefit from gamification elements in order to accelerate data collection and to produce accurate results over relatively short periods.
An Android game is presented, which challenges users in short 30-second games, collecting performance of users operating the touchscreen using different device grips and postures. The preliminary analysis of the first 60.000 touch interactions is discussed and shown to be coherent with expected results.
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Convenience is the future of e-commerce. In our current age of messaging and communication, chatbots and other forms of artificial intelligence (AI) are a natural gateway to ultra-personalized experiences.
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The document discusses digital assistants (DAs) and chatbots, and whether they can be considered a brand's best friend. It summarizes research conducted to test this hypothesis, including a usability test of how people interact with DAs, an analysis of DA and messenger usage data, and an examination of brand page interactions on Facebook. The research found that while DAs are useful for simple tasks, they currently lack the ability to have deeper, more conversational interactions or fully understand brands. Therefore, DAs cannot yet be considered a brand's best friend.
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This document discusses the rise of chatbots and conversational commerce. It notes that messaging apps have become very popular and chatbots provide a way for companies to engage customers in these spaces. The document outlines the history of chatbots in 2016 and discusses how technologies like artificial intelligence and machine learning will allow chatbots to have more natural language conversations. It also notes analysts' predictions that the market for chatbots and virtual assistants will grow significantly in coming years.
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The document discusses the rise of messaging platforms and chatbots. It notes that messaging apps are increasingly used for both personal and business communication, replacing voice calls and emails. As messaging grows, companies are exploring using chatbots for customer service and marketing through platforms like Facebook Messenger, WhatsApp, and Slack. The document provides an overview of some popular tools for developing chatbots and outlines important considerations for designing the user experience of a chatbot, such as ensuring the core services can be represented through natural language conversations and testing the dialogue flows.
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Discover the main topics that will be holding the conversation next year.
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This document provides an overview of chatbots including:
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At Abe AI, we believe the future is conversational banking, powered by artificial intelligence and chatbots. But what exactly is a chatbot? How do they work? And why should banks be using them?
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The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms
1. The Rise of Bots
A Survey of Conversational
Interfaces, Patterns, and Paradigms
Lorenz Cuno Klopfenstein, Saverio Delpriori,
Silvia Malatini, Alessandro Bogliolo
2. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 2/14
Chat bot
A computer program that simulates human conversation and
communicates through a textual interface.
3. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 3/14
Messaging bots
A computer program that can interact with one or multiple
humans through the chat interface of an online messaging
platform.
Hey! I need a taxi home.
Sure. A taxi is on its way!
4. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 4/14
Bot UI elements
5. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 5/14
Bot UI elements
6. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 6/14
Bot UI elements
7. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 7/14
The Rise of Bots
8. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 8/14
Advantages
Instant availability
Gentle learning curve
Notifications
Social graph
Platform independence
Authentication
Payment support
Discoverability
Asynchronicity
Limited data requirements
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The Future of Computing
alleged
“The real problem with
the interface is that it is
an interface. […]
I don't want to think of
myself using a computer,
I want to think of myself
as doing my job.‘’
~ Donald A. Norman
10. DIS 2017 — The Rise of Bots: a Survey of Conversational Interfaces, Patterns, and Paradigms 10/14
Bots as transitional fossils
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Bots as meta-platform
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Botplications
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Principles
1. Thread as “app”.
2. History awareness.
3. Enhanced UI.
4. Limited use of NLP.
5. Message self-consistency.
6. Guided conversation.
Chatbots or chatterbots, in the context of the “Turing test”, try to trick users into considering them to be human.
Eliza, for instance, pretends to be a psychologist simply by sending vague and evasive questions back to the user.
Many messaging platforms have started opening up their programming interfaces (APIs) to third-party developers: they can offer services or provide access to information through bots.
Popular example: food ordering or taxi service.
Many messaging platforms have expanded their features with enhanced UI elements. They help communicating information:
Clearer structure,
Options and guidance,
Higher information density.
Why are chatbots deemed to be such a big opportunity?
The usual argument: people are using chat apps more frequently than they are using social networks.
If you have followed the conversation online, this is a graph seen very often: in 2015 messaging apps usage has surpassed social network apps usage. Messaging is the most frequently performed action on a smartphone. Users are naturally already heavily invested in messaging.
Hype: potential huge business opportunity. “Go where the users are.”
Bots are often described as being a stepping stone in the path from messaging to fully automated voice assistants (Siri, Alexa, Cortana, etc).
Voice assistants provide a completely new/futuristic computing interface (HAL 9000).
They have been described as the future of computing, even if they do not solve any new problems (yet).
Speech is one of our first, deeply instinctual, skills.
Voice UIs allow us to remain “fully human”.
They remove the disconnect between man and machine.
Amazon Alexa example: like in the “Amazon shop”, these products are not designed for more intimacy/contact. Computing is breaking out of its physical confines (smartphone, watch), it will become invisible, unremarkable, and familiar.
Bots are usually seen as “transitional fossils”: from messaging to conversational voice agents. They make use of the same interface patterns: natural language (spoken or written)!
We argue: Wrong!
Voice interfaces are entirely different from touch/text-based interfaces.
Voice assistants: not device-bound, “wide open space” of semantics and interpretation given by voice. Hard to design. Much harder problem (orthogonal to actual services provided).
Messaging has smaller scope, one purpose: inherently tied to text input, user in close contact with input device, simple traditional interaction model (of mobile applications) that can be mastered by the user.
So, spoken/natural language is a red herring.
Bots transform messaging platforms into full-fledged software delivery platforms.
Bot platforms include UI elements and services that enable complex “application-like” bots, that are effective and efficient on smartphone interfaces with no ambiguity.
Smartphones are intimate and use a “traditional” touch-based interface. No speaking required.
Example: WeChat in China. One application: full OS, software and service delivery to the final end-user (messaging, payments, social networking, news, reading list, step counter, QR Codes, etc).
Justification: Apple advantage is usually given by superior, exclusive software on superior hardware.
In China: perception of superior software is hindered by WeChat. The messaging platform is the superior software, the most important layer, and it is not exclusive.
2017 iPhone sales in China have been languishing because Chinese users are less loyal to the Apple SW platform.