cave language presentation for ai camp
TRANSCRIPT
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CAVE LanguageDesigning Contextual Behavior
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Who’s Loren?
• Loren Davie
• Founder of Axilent
• estim8r
• Talkback
• CAVE Language
• For hire!
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The Really Good Customer Experience“They understood me, and were able to help.”
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Phone Tree Hell“Please listen carefully as our options have changed.”
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Authenticity Faceless Rage
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We need to design AI for Authenticity
(Or else we create Faceless Rage.)
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Q. What makes authenticity?
A. Empathy + Context
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However…
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Problem:We have no design
language for empathetic, contextual behavior.
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Wireframes?Good for describing GUIs,
not contextual behavior.
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Existing Flow Language?
Semantically poor for our purposes. Better for control
flow and information architecture.
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Text?Lo-fi. Bound to a single
language.
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We need a metaphor.
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The ConversationIt’s a metaphor. It’s all about context.
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Conversations are…
• Multi-modal
• Multi-directional
• Multi-channel
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Conversational Architecture
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Conversational Architecture Visual
Expression
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CAVE Language
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CAVE Language
• Whiteboard / Napkin / Presentation Friendly
• Methodology Neutral
• Scales Up / Scales Down
• Cross-Discipline
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Areas of Concern
Data
Context Response
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List accountfeatures
What features wouldyou like to add?
Pre-specified featurefrom billing
Feature to beadded
Add feature toaccount
Account Modification Mode
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Elements of CAVE Language
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Data
Data Data Source
User Input
Interview Process
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Data
Facebook Facebook “Likes”
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Context
Persona Affinity Goal Environment Sentiment
“PAGES Analysis”
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Context
User sorts product list
Sort by price, lowest to highest?
Value Shopper
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Response
Content Content Policy
Style Functionality Rule
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Response
!
Sensitive to cold
Below 72 degrees
Increase temp to 72
Thermostat shows
“warming”
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CAVE Language In Action
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Example: “Telco”
Telco Service
Facebook Messenger
Alexa
Skype
Slack
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Telco: Inferring Intent
Pay Bill
Check Balance
Add Feature
Check Usage
Initial user communication
Bayesian classification
Corpus
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Telco: Main IntentsPay Bill
Check Balance
Add Feature
Check Usage
Billing Mode
Account ModificationMode
Show Usage
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Telco: Billing ModeCurrent Bill Would you like
to pay now?Pay Bill Pay the Bill Thanks!
Done
Dispute Charge
Is this a case offraud?
Fraud DepartmentService
Yes
Charge is addressiblethrough application of
feature option.
Account Modification
Mode
Sorry we can’t helpwith that. Empathetic, but firm
Yes
NoFeature to be
added
Billing Mode
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Telco: Upset Customer
Initial user communication
Sentiment analysis Angry
Corpus
Softer, More deferential
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Telco: Problem Customer
Customer Incident History
Repeated history of unfounded complaints?
Problem Customer
No more special exceptions
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Telco: High Value Customer
Customer Purchase History
Value of Purchases Exceeds $ Threshold?
High-Value Customer
Special Rewards
Make Special Offers
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Telco: Conditional Up-Sell
!
Positive mood
Traveller Buying international
packageOffer affiliate deal
in destination country
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Other Examples
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Recipe Reader
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Pick Up The Milk
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Abridged Content for Commuters