The document discusses the role of UX design in AI. It begins by covering some of the problems with past AI systems like chatbots, which were often designed by experts without considering how regular users would interact with them. The document then discusses how UX design can help address these issues by involving designers earlier in the process and through user research. It introduces Saberr, an AI coaching bot, and how the company used prototyping and "faking a bot" to test it with users before developing the full system. This helped identify best practices like avoiding too much personality, setting clear expectations, and designing for different levels of interaction.

1. The role of UX
Design in AI
Tom Woodel
UX Lead, Saberr @womtoodle
Saberr

2. Agenda
What we'll cover:
Problems with AI
How do we fix this?
What is Saberr?
How we design for AI
What we've found so far
Saberr @womtoodle
Q&A

3. Problems with AI
Saberr @womtoodle
History
repeats itself

4. History repeats itself
Saberr @womtoodle

5. What was the problem?
Saberr @womtoodle
Experts design
for experts

6. Microsoft's AI: TayTweets
Saberr @womtoodle

7. Microsoft's AI: TayTweets
Saberr @womtoodle
The aim was to, “experiment and conduct research on
conversational understanding”.
Tay would learn from conversations she had with
people on twitter and so become “smarter”.

8. Tay the Tormentor
Saberr @womtoodle

9. Tay the Tormentor
Saberr @womtoodle

10. Chatbots
Saberr @womtoodle
"You have high
expectations. First they
disappoint you, then they
break." Alistair Shepherd, Founder of Saberr

11. How do we fix this?
Saberr @womtoodle
UX Design to
the rescue!

12. How do we fix this?
Saberr @womtoodle
Designers need to be included much earlier in the design process
Don't just design with Data, start with qualitative research
Have a clear idea of tone of voice
Have a clear idea of level of interaction

13. What is Saberr?
Saberr @womtoodle
Work well together

14. What is Saberr?
Saberr @womtoodle
Base

15. What is Saberr?
Saberr @womtoodle
Base
CoachBot

16. The problem
Saberr @womtoodle
Large diagnostic surveys for both Base and CoachBot
Current products rely heavily on Saberr team's facilitation
Takes a lot to try out new features, a lot had to be written in
code to test.

17. How to design for AI
Saberr @womtoodle
Prototyping
CoachBot

18. Otherwise known as...
Saberr @womtoodle
Faking a
bot

19. Faking a bot
Saberr @womtoodle

20. CoachBot Slack Setup
Saberr @womtoodle
"Heavily supervised Bot"
Mid size company
3 teams, to match our proto personas
One channel for each team with CoachBot (Multi channel
guest) added to each channel
Saberr Buddy added as a multi channel guest

21. Bot Brain
Saberr @womtoodle

22. Bot Brain
Saberr @womtoodle
Base
CoachBot
Contextual
Toolkits
Exercises
Games
Challenges
Stage 1Questions Stage 2 Stage 3 Responses

23. Benefits of prototyping AI
Saberr @womtoodle
Responsive to needs of users
Quickly test new ideas
Not data driven, its qualitative.
Saberr Buddy allows for on the fly interviews

24. CoachBot Drip Feed
Saberr @womtoodle
What we've
found so far

25. Tone of Voice
Saberr @womtoodle
Avoid too much personality, especially to begin with
Set expectations early
Functional and Contextual
Primers for why we are asking specific questions

26. Level of Interaction
Saberr @womtoodle
Offer the user the choice of interaction
Make the interactions contextual not generic for more buy in
Learn when the users preferred interacting
Set expectations

27. Escalation Protocol
Saberr @womtoodle
What happens when something goes wrong?
Have a way users can escape from error traps
Having a buddy works for testing, interviews, and escalation

28. Q&A
Tom Woodel
UX Lead, Saberr @womtoodle
Saberr The role of UX Design in AI