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Usability User Experience User Interface Design
Alina‘s Guests #3
Chatbots
Alina Köhler I USECON I alina.koehler@usecon.com
Floor Drees I sektor5 coworking space vienna I floor_d@sektor5.at
WELCOME!
Floor Drees
Managing Director
sektor5 | 5starts
Alina Köhler
Sales, Marketing & Business
Development Manager
USECON – Who we are
Experience Design &
Prototyping
Strategy &
Change
User Research &
Insights
Innovation &
Future
On sektor5 – co-working & start-up acceleration
+ founded in 2010
+ alumni network of internationally acclaimed start-ups like MySugr,
indoo.rs, Codeship, and blossom
+ part of the betahaus network (8000+ community members)
+ Best Co-working Space Austria - Central European Startup Awards
2015; 2016
+ Best Co-working Space CEE –
Central European Startup Awards 2016
+ Home to AustrianStartups (Stammtisch)
What and why?
Terminology and
theoretical base
01
What does actually mean… Machine
Learning
Natural
Language
Processing
(NLP)
Conversational
interface
AI
Digital
assistant
jeopardy
Chatbots
Voice Assistant ecosystem – Speech Recognition
- Largely limited to language(s) and dialect
- Largely adopts ‘female’ name and (default) voice, inheritably bias
- More prone to miscommunication than text
Chatbots – Conversational interfaces
- .- Largely limited by distribution platform and available tooling
- Adaptation primarily with millennials
Where and why?
Use Cases
02
Can computers do better?
- Computers triumph at tedious tasks, this means ANI will augment professional workers
rather than replace them. Automation saves money and human error.
- Interesting use case is also when AI takes over physically-thankless jobs (like garbage
collection) or mentally stressful jobs.
- End-of-life bot Emily - considering end-of-life care options - and preparing the relevant
documents for one’s death.
“(…) Interacting with a robot that makes mistakes, makes us feel closer and less
inferior to technology.”
https://www.theverge.com/2017/8/15/16148196/robots-falling-over-likable-
boston-dynamics
Wiener Wohnen's call center augmentation
Roland Fleischhacker, Managing Director at Deepsearch Gmbh:
“I can not pay my bill”  “I am a bit short on cash”
Human communication is messy. A system needs to recognize
the two sentences above as the same workflow. Typos included.
Training your AI with open data sets, like
Google released recently:
https://techcrunch.com/2017/08/25/goog
le-releases-millions-of-bad-drawings-for-
you-and-your-ai-to-paw-through/
Finance/ Banking industry
Erste Bank - GoSEPP
In the finance/banking Chatbots help people manage their
administration, handling customer support requests and
even taking credits:
+ GoSEPP - Partial payment bot
+ Finn.ai - Personal banking and financial management assistant
+ Erste Bank recently announced they are working on a Chatbot
A glance into the
future
03
Chatbots: How will they interfere in humans’ life
in the future?
AI offers the opportunity to take over repetitive tasks from professional workers.
But it's a double-edged sword. There is the very real implication of people doing
work that could entirely be automated by AI, losing their jobs.
Designers have been creating user flowcharts, if-this-then-that scripts, and templates
for dynamic information to populate, design ways for users to indicate explicitly if
they like or dislike something and ways for the computer to understand what users
are interested in.
Anna Berger, a Cognitive Science student, analyses and designs the conversations
of GoSEPP. During her Philosophy studies the philosophy and ethics of tech and AI
caught her interest. I wrote a case study with her:
https://www.gosepp.com/en/2017/08/23/designing-a-conversational-
interface-for-payment/
Further technology
The team behind banking bot Kai say it’s found its bot most effective at answering
requests and positive customer interactions when its personality sticks to its
nature as an artificial intelligence, rather than mimicking human conventions.
https://qz.com/1033587/it-took-only-six-years-for-bots-to-start-ditching-
outdated-gender-stereotypes
"When people have really clear expectations about an AI’s limitations they’re
likely to be more empathetic when it doesn’t understand something.”
https://blog.wadeandwendy.ai/career-chats-part-1-how-do-you-approach-
chatbot-design-2f3669c67094
+ Interoperable across all messaging platforms
+ Multilingual offering
+ Fit for different markets with different approach and relation to products
+ Further develop ML and NLP
+ Find the right ‘voices’
More women and other minorities in Tech
need a seat on the table
“Historically the people developing both speech and facial recognition systems
have been predominately white men, and one consequence of this is that facial
recognition software is better at identifying Caucasian faces and voice recognition
software is better with male voices.”
https://www.marketingtechnews.net/news/2017/jun/22/westworld-westfield-
ai-transforming-retail-experience/
Our supposedly unbiased, accurate and reliable AI models have been developed by
learning from data that was produced by humans, and has adopted human biases.
“In the AI sector, women hold less than 20% of executive positions. It’s an
enormous field to be left out of (…).”
https://www.google.com/intl/en/about/gender-balance-diversity-important-
to-machine-learning/index.html
Ecosystem to mature
“(…) imagine Google Analytics or other analytics platforms do not exist. You can’t
measure anything on your landing page apart from the number of signups you
get. Oh and you can’t change the UI, structure or color scheme of the landing
page either. You can only change the image on the page and the copy. (…)
Unfortunately, this is exactly the situation with Facebook Messenger Bots today.”
https://chatbotslife.com/your-messenger-bot-is-losing-users-and-its-not-your-
fault-a6ae0a2bec6c
VCs believe that every software start-up will be AI-enabled in one way or another.
AI ‘alone’ soon won’t be a venture case (exceptions aside) anymore.
But there is a long way for the ecosystem to develop like SaaS did before AI:
- Proper tooling (measuring, reporting, translating)
- Plentiful case studies
- Proper distribution beyond messaging platforms (Product Hunt, BotList, newsletters …)
Introduction of regulation and Code of Conduct
Social uses need to be created around customer service bots and voice interfaces:
- Is it polite to talk to someone else’s voice assistant?
- Is it illegal to sexually harass a customer service bot?
And vice versa:
- How should AI respond to inappropriate behavior?
- How can AI teach favored behavior?
“Leaving aside the privacy implications of kids telling an Internet-connected
computer all kinds of things, we don’t know much about how this kind of
interaction with artificial intelligence and automation will affect how children
behave and what they think about computers.”
https://www.technologyreview.com/s/6…/growing-up-with-alexa/
Questions?
Answers!
04
Curious to learn
more…?
…Join our Q&A panel
@sektor5!
05
Follow Up: Q&A Panel @sektor5
You want to learn more about Chatbots? You want to be part of an inspiring discussion
between some highly experienced and knowledged theoretical and practical experts?
…Then feel most welcomed to join the Chatbots culture on 4th of September!
• Please register for free on https://www.eventbrite.co.uk/e/chatbot-qa-with-thomas-
schranz-barbara-ondrisek-anna-berger-tickets-36783782283 to get your ticket!
• Thomas Schranz: Founder and CEO of Blossom, project tracking for distributed
companies, and organizer of Lemmings I/O, a program for everyone who wants to get
into AI and building bots
• Dr. Barbara Ondrisek: Aka “Bot Mother”, software developer with 15+ years of
experience. With Mica, the Hipster Cat Bot, she created one of the first Chatbots on the
Facebook Messenger platform worldwide
• Anna Berger: Cognitive Science student from Vienna, who analyses and designs the
conversations of GoSEPP, a payment bot.
 Find out about the most interesting use cases for Chatbots and what the biggest take-
aways are, developing conversations between ANI (Artificial Narrow Intelligence) and
humans.
Thank you for watching! 
Don‘t miss out taking a look at former webinars where we also
addressed hot topics of technology, innovation and research:
Virtual & Augmented Reality (Marc Busch, Scientist, AIT)
https://www.youtube.com/watch?v=7VAXVLqL_vY&t=2522s
Indoor Navigation Experience (Florian Leiler, Head of Sales,
indoo.rs)
https://www.youtube.com/watch?v=OQgPQbUDLm4&t=699s
Also register for free at USECON’s yearly customer event in Vienna:
“Return on eXperience conference 2017” (8th & 9th of November)
to listen to Floor in person: http://www.rox2017.com/

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USECON Webinar 2017: Alina's Guests - Floor Drees from sektor5

  • 1. Usability User Experience User Interface Design Alina‘s Guests #3 Chatbots Alina Köhler I USECON I alina.koehler@usecon.com Floor Drees I sektor5 coworking space vienna I floor_d@sektor5.at
  • 2. WELCOME! Floor Drees Managing Director sektor5 | 5starts Alina Köhler Sales, Marketing & Business Development Manager
  • 3. USECON – Who we are Experience Design & Prototyping Strategy & Change User Research & Insights Innovation & Future
  • 4. On sektor5 – co-working & start-up acceleration + founded in 2010 + alumni network of internationally acclaimed start-ups like MySugr, indoo.rs, Codeship, and blossom + part of the betahaus network (8000+ community members) + Best Co-working Space Austria - Central European Startup Awards 2015; 2016 + Best Co-working Space CEE – Central European Startup Awards 2016 + Home to AustrianStartups (Stammtisch)
  • 5. What and why? Terminology and theoretical base 01
  • 6. What does actually mean… Machine Learning Natural Language Processing (NLP) Conversational interface AI Digital assistant jeopardy Chatbots
  • 7. Voice Assistant ecosystem – Speech Recognition - Largely limited to language(s) and dialect - Largely adopts ‘female’ name and (default) voice, inheritably bias - More prone to miscommunication than text
  • 8. Chatbots – Conversational interfaces - .- Largely limited by distribution platform and available tooling - Adaptation primarily with millennials
  • 10. Can computers do better? - Computers triumph at tedious tasks, this means ANI will augment professional workers rather than replace them. Automation saves money and human error. - Interesting use case is also when AI takes over physically-thankless jobs (like garbage collection) or mentally stressful jobs. - End-of-life bot Emily - considering end-of-life care options - and preparing the relevant documents for one’s death. “(…) Interacting with a robot that makes mistakes, makes us feel closer and less inferior to technology.” https://www.theverge.com/2017/8/15/16148196/robots-falling-over-likable- boston-dynamics
  • 11. Wiener Wohnen's call center augmentation Roland Fleischhacker, Managing Director at Deepsearch Gmbh: “I can not pay my bill”  “I am a bit short on cash” Human communication is messy. A system needs to recognize the two sentences above as the same workflow. Typos included. Training your AI with open data sets, like Google released recently: https://techcrunch.com/2017/08/25/goog le-releases-millions-of-bad-drawings-for- you-and-your-ai-to-paw-through/
  • 12. Finance/ Banking industry Erste Bank - GoSEPP In the finance/banking Chatbots help people manage their administration, handling customer support requests and even taking credits: + GoSEPP - Partial payment bot + Finn.ai - Personal banking and financial management assistant + Erste Bank recently announced they are working on a Chatbot
  • 13. A glance into the future 03
  • 14. Chatbots: How will they interfere in humans’ life in the future? AI offers the opportunity to take over repetitive tasks from professional workers. But it's a double-edged sword. There is the very real implication of people doing work that could entirely be automated by AI, losing their jobs. Designers have been creating user flowcharts, if-this-then-that scripts, and templates for dynamic information to populate, design ways for users to indicate explicitly if they like or dislike something and ways for the computer to understand what users are interested in. Anna Berger, a Cognitive Science student, analyses and designs the conversations of GoSEPP. During her Philosophy studies the philosophy and ethics of tech and AI caught her interest. I wrote a case study with her: https://www.gosepp.com/en/2017/08/23/designing-a-conversational- interface-for-payment/
  • 15. Further technology The team behind banking bot Kai say it’s found its bot most effective at answering requests and positive customer interactions when its personality sticks to its nature as an artificial intelligence, rather than mimicking human conventions. https://qz.com/1033587/it-took-only-six-years-for-bots-to-start-ditching- outdated-gender-stereotypes "When people have really clear expectations about an AI’s limitations they’re likely to be more empathetic when it doesn’t understand something.” https://blog.wadeandwendy.ai/career-chats-part-1-how-do-you-approach- chatbot-design-2f3669c67094 + Interoperable across all messaging platforms + Multilingual offering + Fit for different markets with different approach and relation to products + Further develop ML and NLP + Find the right ‘voices’
  • 16. More women and other minorities in Tech need a seat on the table “Historically the people developing both speech and facial recognition systems have been predominately white men, and one consequence of this is that facial recognition software is better at identifying Caucasian faces and voice recognition software is better with male voices.” https://www.marketingtechnews.net/news/2017/jun/22/westworld-westfield- ai-transforming-retail-experience/ Our supposedly unbiased, accurate and reliable AI models have been developed by learning from data that was produced by humans, and has adopted human biases. “In the AI sector, women hold less than 20% of executive positions. It’s an enormous field to be left out of (…).” https://www.google.com/intl/en/about/gender-balance-diversity-important- to-machine-learning/index.html
  • 17. Ecosystem to mature “(…) imagine Google Analytics or other analytics platforms do not exist. You can’t measure anything on your landing page apart from the number of signups you get. Oh and you can’t change the UI, structure or color scheme of the landing page either. You can only change the image on the page and the copy. (…) Unfortunately, this is exactly the situation with Facebook Messenger Bots today.” https://chatbotslife.com/your-messenger-bot-is-losing-users-and-its-not-your- fault-a6ae0a2bec6c VCs believe that every software start-up will be AI-enabled in one way or another. AI ‘alone’ soon won’t be a venture case (exceptions aside) anymore. But there is a long way for the ecosystem to develop like SaaS did before AI: - Proper tooling (measuring, reporting, translating) - Plentiful case studies - Proper distribution beyond messaging platforms (Product Hunt, BotList, newsletters …)
  • 18. Introduction of regulation and Code of Conduct Social uses need to be created around customer service bots and voice interfaces: - Is it polite to talk to someone else’s voice assistant? - Is it illegal to sexually harass a customer service bot? And vice versa: - How should AI respond to inappropriate behavior? - How can AI teach favored behavior? “Leaving aside the privacy implications of kids telling an Internet-connected computer all kinds of things, we don’t know much about how this kind of interaction with artificial intelligence and automation will affect how children behave and what they think about computers.” https://www.technologyreview.com/s/6…/growing-up-with-alexa/
  • 20. Curious to learn more…? …Join our Q&A panel @sektor5! 05
  • 21. Follow Up: Q&A Panel @sektor5 You want to learn more about Chatbots? You want to be part of an inspiring discussion between some highly experienced and knowledged theoretical and practical experts? …Then feel most welcomed to join the Chatbots culture on 4th of September! • Please register for free on https://www.eventbrite.co.uk/e/chatbot-qa-with-thomas- schranz-barbara-ondrisek-anna-berger-tickets-36783782283 to get your ticket! • Thomas Schranz: Founder and CEO of Blossom, project tracking for distributed companies, and organizer of Lemmings I/O, a program for everyone who wants to get into AI and building bots • Dr. Barbara Ondrisek: Aka “Bot Mother”, software developer with 15+ years of experience. With Mica, the Hipster Cat Bot, she created one of the first Chatbots on the Facebook Messenger platform worldwide • Anna Berger: Cognitive Science student from Vienna, who analyses and designs the conversations of GoSEPP, a payment bot.  Find out about the most interesting use cases for Chatbots and what the biggest take- aways are, developing conversations between ANI (Artificial Narrow Intelligence) and humans.
  • 22. Thank you for watching!  Don‘t miss out taking a look at former webinars where we also addressed hot topics of technology, innovation and research: Virtual & Augmented Reality (Marc Busch, Scientist, AIT) https://www.youtube.com/watch?v=7VAXVLqL_vY&t=2522s Indoor Navigation Experience (Florian Leiler, Head of Sales, indoo.rs) https://www.youtube.com/watch?v=OQgPQbUDLm4&t=699s Also register for free at USECON’s yearly customer event in Vienna: “Return on eXperience conference 2017” (8th & 9th of November) to listen to Floor in person: http://www.rox2017.com/