Best Practices for Designing High-Fidelity Voice Experiences
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The document discusses best practices for designing high-fidelity voice applications, emphasizing the importance of conversation dynamics and the anthropomorphism of voice apps. It highlights the need for high-quality intent recognition and collaboration between technical and creative teams to enhance user experiences. The paper suggests that true character of voice apps is revealed under pressure, necessitating thoughtful design in response to unexpected user interactions.
Best Practices for Designing High-Fidelity Voice Experiences
- 1. Collaboratively Design, Prototype and Publish Voice Applications For more information, visit www.pullstring.com
- 2. Oren Jacob, CEO, PullString VOICE Summit, July 2018 Best Practices for Designing High Fidelity Voice Experiences
- 4. To learn about each other, the world around us, and exchange ideas. An informal exchange of ideas by spoken words. Two people, talking back and forth. Conversation Why? Through context and subtext. How?
- 5. Words, sentences, languages, gesture, expression. Can be imprecise, inaccurate, ambiguous. Near infinite aperture. The human condition, in all its breath and depth. And sometimes, shockingly efficient. With other People
- 6. Keyboards, mice, touchscreens. Precise, accurate, unambiguous. Very, very small aperture. With a Computer
- 7. In a conversation, we all think about both what is being said as well as who is saying it. These two concepts are inseparable. Regardless if you’re having a conversation with a person or a thing. Thinking about who you’re talking to
- 8. Who Said… “No, I am your father.” “I have a dream.” “To be, or not to be…” “Mmoommmyyy. Ddaaaddddyyy.”
- 9. It is in our nature to attribute human qualities to things. Like puppies, the weather, and wifi. Your voice app has a character, a backstory, motivations, wants, and needs. Because we, as humans speaking with your voice app, ascribe those qualities to it. Anthropomorphism & Personification
- 10. “Human fidelity” is a convenient start. More a measure of complexity than quality. Today, we’re within an order of magnitude in width / # of different topics. But we are nowhere near human fidelity in depth of conversation today. How should we measure quality? Success?
- 11. Lessons Learned
- 12. This isn’t mobile. This isn’t web. • No Graphical User Interface (GUI). • With a GUI, user’s choices are limited by the options presented. • Even with visuals/touch (Echo Show), it’s still voice-first. • With voice, the user can say anything, and often does.
- 13. The basic building blocks • static • dynamic • fallback Content • machine learned • rules based • blended Intent • global • local • scoped Context
- 14. …the user says something you expect? Your basic functionality, your golden path, and the core utility in your experience. You’re likely to get this right. It’s the business reason you are building your voice app in the first place. What happens when...
- 15. …the user says something you DON’T expect? You communicate the tone, mood, and style of your experience. Which is a direct expression of the core personality of your brand. When you least expect it. What happens when...
- 16. True character is only revealed under pressure How your voice app respond when the user surprises or challenges it is crucial. True character is revealed when one makes decisions under pressure. And your voice app is now under pressure. How will it respond? What will it say? This is when the true nature of your experience is shared with the user. Spend as much time working on this as you do working on your core functionality.
- 17. Best Practices
- 18. This is hard. Very, very hard. It’s how we all talk to each other. To achieve this, we will all need… • high quality intent recognition • scoped intent matching • content, intent, and content • integrated in the same toolset Wide and deep conversations
- 20. Some content should be scripted, some should be dynamic. Need runtime access to previous intents and conversation flow. Full use of state at all points in the conversation (memory). Natural language responses
- 22. Technical and creative teams, working together This is an interactive art. Think gaming, but with voice and language. Need technical and creative contributions to build the best work. Need tools and a platform to encourage, solicit, and combine these together. Technologists likely best at integrations into existing runtime systems (webAPIs). Creatives likely best at dialog and conversation flow to craft the tone, mood, and style of your voice app.
- 24. Thank You! For more information, visit www.pullstring.com