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Building Great Voice Experiences

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We are all excited about Voice-Enabled Devices. But how much do we really use them? Want to make sure that your Voice Application is not just one of the 25K skills out there?

In this session we share our experiences from prototyping and critically building over a dozen Voice Experiences to meet business needs. We show how practical decisions have made implementing great UX easy, and share open source tools that we have built to help others do the same.

Published in: Software
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Building Great Voice Experiences

  1. 1. Building Great Voice Experiences @VineetSinha Vineet Sinha, Emerging Tech R&D, Salesforce Immersion
  2. 2. Voice is a natural interface for us to work with Computers
  3. 3. Voice is a natural interface for us to work with Computers
  4. 4. Voice can be a Natural User Interface Voice Interactions Today Which restaurants are nearby? Here are a few popular restaurants: ... Which restaurants nearby serve alcohol? Here are a few popular restaurants: ... Typical Human Interactions Where can I get dinner? We have a few great Italian, Korean, and Indian restaurants close by. Are you interested in any of them? Yes, but which ones they have alcohol? Among restaurants that serve alcohol, we have … Most voice apps today just work in a command-response manner - In part because tooling focuses around low-level APIs  Engaging Voice Apps prioritize User Experience
  5. 5. 4 Parts to a better User Experience 1. Understand what you are building  Don’t just rebuild web use-cases  Make sure you understand the pain point 2. Be hyper-agile  Narrow your focus to iterate faster  Deploy and learn from initial usage 3. Design the Voice User Experience (VUX) 4. Build Conversational Flows Remember that mobile apps were different from web apps and desktop apps. Voice apps depend on a lot of AI and therefore will feel different after building. Build Conversational Flows Iterate cross-functionally with VUX and Biz Logic (Voice apps need different muscles)
  6. 6. Designing Conversational Flow
  7. 7. Building Great Voice User Experiences Evolution of Voice User Experience Key Concepts Command Response Context Aware Mixed Initiative Event Based State Tracking Conversation Flow
  8. 8. Building Great Voice User Experiences Evolution of Voice User Experience Key Concepts Command Response Context Aware Mixed Initiative Event Based State Tracking Conversation Flow
  9. 9. Building Great Voice User Experiences Evolution of Voice User Experience Key Concepts Command Response Context Aware Mixed Initiative Event Based State Tracking Conversation Flow
  10. 10. Working with Conversational Flow 1. Start with sample conversations 2. Focus on beginners and draw the conversational flow for your app 3. Annotate to support advanced/repeat users Conversation Flow Examples: https://medium.com/voice-games/recipe-for-a-great-voicefirst- interactive-story-e71b9ee0666c https://designguidelines.withgoogle.com/conversation/conversati on-design-process/write-sample-dialogs.html#write-sample- dialogs-high-level-flows-for-beginners
  11. 11. Implementing Voice Apps
  12. 12. From Conversation Flow to a Voice Script Designed a Conversation Flow Language  To ease collaboration between VUX, Developers, etc  Inspired by HTML (& the lessons from there) Two High Level Conversation Flow Elements  Menus -> Decisions  Forms -> Dialogs Extended Support for Lower-Level Patterns (ref: Violet)
  13. 13. Menus and Users decisions Basic building block of most voice apps. Potentially nested to support decisions that the user would need to make.
  14. 14. Getting multiple parameters from a user (dialog) Aka Voice Forms When we need to collect more than one input from the user
  15. 15. Lower Level Voice Design Patterns 1. Alternate Inputs “Add the numbers 5 and 3”, “5 plus 3” 2. Alternate Responses “The next meeting is in 5 minutes”, “You have a meeting coming up after 5 minutes” 3. Responses based on Experience Level “Would you like restaurants that are close by, rated most highly, or by cuisine type” “What types of restaurants would you like?” 4. Prompts vs Asks Ask: Present Question and Wait for a Response Prompt: Present upto 3 Questions and wait for a Response
  16. 16. A Conversation Example: Calculator http://helloviolet.ai/docs/conversation-example
  17. 17. We want to see what you build… Try out Violet: 1. Build your own voice use case. 2. Let us know if there are any Voice Design Patterns that you would like to see it implement. Let us know how it goes For more info: http://HelloViolet.ai https://github.com/salesforce/violet-conversations
  18. 18. What’s Next

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