my bot has a personality disorder
TRANSCRIPT
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My bot has a personality disorder
@TessFerrandez
@TessFerrandez
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@TessFerrandez
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@TessFerrandez
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@TessFerrandez
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Can all apps be bots?
@TessFerrandez
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@TessFerrandez
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@TessFerrandez
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@TessFerrandez
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{ Your Code }
AI
BotConnector
APIs
BotFramework
@TessFerrandez
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Designing bots
@TessFerrandez
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TYPE TALK TAP
@TessFerrandez
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Short, frequent interactionsLight data entry/consumption
@TessFerrandez
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Designing a bot is very similar to designing an app
@TessFerrandez
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Goals and Scenarios
@TessFerrandez
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@TessFerrandez
Welcome to Happy Scissors, How can I help you?
Do you have time
for a hair cut
on Saturday?
Do you do eye
brow tatoos?
What other
locations do
you have?
Does Eva still
work at the
Sollentuna shop?
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Haircutters:Less time on the phoneCustomers:Less time on hold
@TessFerrandez
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Make an appointment
Learn about our services
Learn about our locations
@TessFerrandez
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Hairy Harry, the Happy Scissors Bot
@TessFerrandez
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Navigation
@TessFerrandez
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@TessFerrandez
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A bot with a Turing complex
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Help the user discover
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Help the user find the way
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Help the user navigate quicker
@TessFerrandez
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@TessFerrandez
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Mr. Clueless
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UI Design
@TessFerrandez
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Apps and Websites
@TessFerrandez
Layout -> Interaction -> Visual -> Motion
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Bots
@TessFerrandez
Conversational Flow -> Conversational UI -> Copy
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Conversation Flow:Layout and high-level structure of the conversation
@TessFerrandez
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Conversation Flow
Walk through the user scenarios
Focus on the structure
DON’T focus on copy
@TessFerrandez
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Conversation UI
@TessFerrandez
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Conversation UI:Layout, interaction, visual, motion design of the dialogue
@TessFerrandez
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The bot is always asking questions
@TessFerrandez
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Ask the fewest number of questions possible
@TessFerrandez
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Sir AskALot
@TessFerrandez
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The captain obvious bot
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Rough flowchart and copy Locations
User Zip/City, ST
Zip/City, ST?
No
Location Search
3
Yes
> 0
No
Locations
Yes
New Search
Location
More Locations
Schedule
@TessFerrandez
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UI Controls
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@TessFerrandez
markdown text buttons
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@TessFerrandez
Hero card Animation card Video card
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@TessFerrandez
Receipt card Sign-in card
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Adaptive cards
@TessFerrandez
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@TessFerrandez
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Conversation Design Principles
@TessFerrandez
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understood understand learn/remember
@TessFerrandez
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@TessFerrandez
understood
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Be concise, concise and more concise
@TessFerrandez
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Break up longer messages ...and minimize scrolling
@TessFerrandez
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Ask close-ended questions
@TessFerrandez
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Be clear with open-ended questions
@TessFerrandez
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understand
@TessFerrandez
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Humans are unpredictable
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Support as many data formats as possibleMay 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today, Next Week
@TessFerrandez
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Validate every replyType, Content, Format
@TessFerrandez
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The mysterious bot
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Design Do not understand
@TessFerrandez
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Hairy Harry doesn’t understand
@TessFerrandez
?
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@TessFerrandez
Be ClearWhy?What?
Try again3 times
allow re-start
Human hand-off
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Mr. Stubborn
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learn/remember
@TessFerrandez
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@TessFerrandez
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Learn from conversationsLearn from account/loginMake it clear what you know andwhy
@TessFerrandez
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The bot that can’t forget
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Copy
@TessFerrandez
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Mr. Two-faced
@TessFerrandez
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Personality:Match your brandFormal or Casual
Emojis ?
@TessFerrandez
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Talk directly to the userDon’t be robotic
@TessFerrandez
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But... What about the smarts?
@TessFerrandez
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LUIS
@TessFerrandez
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Cognitive Services – Text Analytics
@TessFerrandez
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Cognitive Services – Face API
@TessFerrandez
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A bots success does not depend on
How ”smart” the bot is
How much natural language it uses
If you can interact using your voice
@TessFerrandez
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A bots success does depend on
How well it solves your problem
If it’s available for your device
If you know how to interact with it
@TessFerrandez
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Resources
https://dev.botframework.com/Getting Started
https://github.com/Microsoft/BotBuilder-Samples
@TessFerrandez
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My bot has a personality disorder
@TessFerrandez
@TessFerrandez