Сергей Поплавский "DeepDive в Bot платформу Microsoft. Технические аспекты разработки Botрешений на базе технологий Microsoft"
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The document discusses key user requirements for bots on Microsoft's platform, emphasizing the importance of real user needs, discoverability, and first use experiences. It outlines strategies for enhancing user engagement, such as ensuring clear and relevant outputs, responsiveness, and maintaining a defined personality for the bot. Additionally, it highlights privacy concerns and the significance of ongoing user engagement through proactive features and regular updates.
Сергей Поплавский "DeepDive в Bot платформу Microsoft. Технические аспекты разработки Botрешений на базе технологий Microsoft"
- 1. DeepDive в Bot платформу Microsoft. Сергей Поплавский Microsoft Ukraine
- 3. • There are many different kinds of bots…
- 4. • across many different canvases… Source: Competitive report and strategic overview series, Kurt DelBene (April 2016) The CaaP landscape beyond Microsoft and Facebook
- 5. • and serving many different kinds of tasks… Source: Conversational Interfaces, STCI Research (March 2016)
- 6. • Despite all the differences, common user requirements emerge 1. Real User Needs: meet the needs people have while chatting 2. Discoverability: awareness of bots and their features 3. First use: guidance for first run use 4. Input: appropriate, natural modalities 5. Output: surfacing information clearly and effectively 6. Responsiveness: timeliness and relevance of responses 7. Personality: verbal and visual cues that can enhance user engagement 8. Context: knowledge of situations and previous exchanges 9. Privacy: actions that build trust 10. Ongoing engagement: methods for creating repeated usage We can develop a more engaging and usable experience by designing for:
- 7. 1. Real User Needs Successful utility bots provide new functionality that fulfills unmet needs. In most cases, simply porting an existing experience to a chat bot will not work because it’s hard to replace users’ existing habits. Build bot experiences that meet the needs people have when chatting. • Focus on solving real-world problems more efficiently than existing solutions. • Drive for convenience because it’s a key driver of bot usage. • To the extent possible, keep people in the chat experience so they don’t lose context.
- 8. Examples of meeting Real User Needs Cola bots keep it all in-chat: Users can use Cola bots to send out polls, create to-do lists, locate each other, etc. Everything is kept in the conversation so users don’t have to leave. Slack bots solve real-world problems: The Meekan_scheduler bot coordinates calendars and finds the best time/place for a meeting.
- 9. 2. Discoverability People need to discover how to obtain the bot and, once they have it, discover the bot’s features. Bot Discovery • Build in ways for users to discover the bot. • Look for exciting, shareable features. Feature Discovery • An easy OOBE can make a big difference. • Reinforce feature discovery by responding to chit chat and user explorations, as well as surfacing suggestions or promoting new “skills.”
- 10. Examples of Discoverability Kik’s Bot Shop makes bots easy to find Kik offers an easily accessible Bot Shop in which users can browse and discover bots. Facebook Messenger bots are hard to find As a result, most users don’t even know bots exist on this platform.
- 11. Examples of Discoverability Xiaoice is engaging and viral Xiaoice uses image technology for engaging party tricks like telling users which two people in a picture are most likely to date, who in a picture is most attractive, or who in a picture should pay for dinner. Users share these fun features with friends, helping new users discover Xiaoice.
- 12. 3. First Use Experience The first use experience is a great opportunity to teach the user about the bot’s capabilities and how to interact with the bot, as well as providing an initial impression of the bot’s personality. • Be clear about the value prop so the user knows what the bot can do and what problems it can solve • Instruct the user how to use the bot, so they can immediately begin interacting with it • Make it easy for users to find these instructions again later, as they’re likely to forget, especially if instructions are complicated or they don’t use the bot for a bit • If possible, put legalese and policies on bot’s contact page or somewhere other than in the first use messaging. Legalese interferes with the bot’s personality, and adds a lot of text that most users won’t read
- 13. Examples of First Use Experience Weather bot on Telegram has easy instructions It has a nice first- use message (although none of the commands seem to work) Shop Spring bot on FB Messenger gives no instructions: Nothing happens until user types something. Then, instructions appear and point users to buttons that don’t exist
- 14. 4. Input People don’t want to spend a lot of time figuring out how to interact with a bot. Good support for natural language allows the bot to ‘just work’. Keyboard usage on mobile devices can be annoying, so allowing voice and providing clear action buttons can be very useful. • Maximize natural language. If syntax is required, make it simple and memorable. • Users may be using voice or text input. Users may frame their request differently depending on the input, and there may be extra utterances (e.g. “umm”) in voice input. • People may favor different input methods based on their situation. For example, if they are at work they may be using keyboard. If that’s the case, it might be inappropriate to respond to text input with audio output. • Recognition is easier than recall and can help improve the usability of products. Reduce the amount of keyboard usage and minimize cognitive load by providing contextually relevant action buttons/links.
- 15. Examples of Input Hi Poncho uses natural language Hi Poncho on FB responds to natural language queries about the weather and even reacts to ‘Likes’ Shop Spring uses recognition over recall Shop Spring presents its categories as action buttons, enabling users to quickly browse without having to figure out syntax
- 16. Examples of Input Slack provides syntax assistance Slack opens an autosuggest menu when the user types "@" or "/" to prompt the user with common commands.
- 17. 5. Output The output of a conversation is the payoff for interacting with a bot. We need to celebrate our content. • Text: Avoid walls of text. Use cards, media, and other modalities when appropriate. • Cards: People tend to respond positively to cards that have: • Clean design and good layout • Clear information hierarchy • Information that effectively supports decision making (e.g., length of a movie, # of pages in a book, synopsis of a play) • For content that is time-relevant (e.g., stocks, scores, weather), use a date and time stamp • Carousels: Useful for displaying multiple cards, but are not appropriate for comparing information (e.g., seeing a 5 day weather forecast, seeing stocks in your portfolio, seeing a sports schedule).
- 18. Examples of Output Cards for weather often use information hierarchy Temperature is largest text, icon has a pop of color. Lower priority weather details are present, but lower contrast font. Carousels prevent easy comparisons A carousel is an inefficient way to display a weather forecast – like in example with Hi Poncho.
- 19. 6. Responsiveness Responses provide valuable feedback for learning. • Bots should respond to all input. Responses should be relevant, non-repetitive, and timely. • For slow replies, the bot might give an “I’m thinking” cue like “…” to indicate it’s processing. • If the bot can’t find anything relevant, then some response is better than no response, as no response leaves the user unsure whether something is broken. • Bot should be flexible in understanding word order.
- 20. Examples of Responsiveness No response in the Bing Music App for Skype: The bot returns nothing for Lyrics Eagles, although the message was clearly sent. Frustrating for user to get no response. The WSJ bot has “I’m Thinking” cue The WSJ bot lets the user know that it is ‘looking up’ something shortly after you make a selection.
- 21. 7. Personality Personality is part of the bot experience, even for a utility bot. • Personality is unavoidable. If you don’t build it in, users will infer their own. • Personality primarily comes from wording, but also media choices, manners & responsiveness, audio characteristics, and avatars. • When completing tasks, bot communication should be efficient yet friendly. • But when fulfilling social functions, bots can showcase a more “fun” personality and engaging skills. Bots should reach out to users, as well as the reverse – narrative can help. • In general, users respond best to young, attractive, female characteristics in bots (voice, etc.).
- 22. @gif Telegram Google Now Slackbot Facebook MTelegram bots (@gif, PollBot) Google Now Slackbot Facebook M Personality from: • Curatorial choices Personality from: • Phrasing (“robotic”) • Message duration • Voice audio Personality from: • Phrasing (“quirky”) • Exclamation points! • Emoji Personality from: • Phrasing • Fun exchanges & Easter eggs • “Human” task completion Described as: • Precise • Purposeful • Formal Described as: • Purposeful • Precise • Formal Described as: • Sociable • Caring • Enthusiastic Described as: • Precise • Purposeful • Sociable Examples of Personality
- 23. Examples of delivering on Personality Xiaoice has a fun personality Here, the user asked Xiaoice to send a photo of herself and replies with a hidden face. This was considered as positive and playful. Choose the personality of the Invisible Girlfriend bot Users choose personality traits during set up. Plus interests and demographics. And it can be changed later on.
- 24. 8. Context Contextual awareness increases bots’ believability and usefulness. Bots can show context awareness of: • User intent (basic relevance) • Location and situation (e.g. traffic, shopping) • Past conversational exchanges (“Are you feeling better today?”) • Social or emotional state of the user
- 25. Examples of Context Bing Bot for FB Messenger uses location data Knowing the user’s location lets the bot provide useful local information.
- 26. 9. Privacy Some of users’ biggest concerns in this space are around security and privacy – What is being shared, and with whom? This includes concerns about the bot developer, the platform, and people in the conversation. Make it clear to users what is shared, particularly in human-to-human+bot scenarios.
- 27. Examples of Privacy Telegram privacy concerns Users are intrigued by bots, but are concerned that Telegram or the 3rd party developer would be monitoring and saving conversations. Bing App for Slack privacy concerns Users loved the useful information, but were worried that their searches would auto-post and their chat- mates would see all of their searches.
- 28. Examples of Privacy Invisible Girlfriend bot privacy concerns By the end of the sign- up process, user doesn’t trust the system enough to share information. It asks for particularly private info (phone number, credit card), but wasn’t clear where information would go or who would see it.
- 29. 10. Ongoing Engagement For most bots, the goal is ongoing engagement – not just a single use. The following things can lead to repeated usage. • Proactivity can be effective for re-engagement, but can quickly turn into clutter • Situational triggers can be powerful. Repeat bot usage primarily comes when a user need arises and the bot is the easiest way to address it. Example: Booking a restaurant is much simpler with Facebook M • Promote ongoing user education through multiple approaches • Releasing updates on a regular schedule can lead to regular re- engagement
- 30. Examples of Ongoing Engagement TrumpChat uses notifications well This Kik bot is simple, but engaging because it’s entertaining and offers 3 quick election news stories per day. Also pings users once a day reminding them of updated news. Xiaoice announces new skills every Wednesday A regular schedule of new features re-engages users by reminding and enticing them. Example skills: • Counting sheep • Chinese word play • Telling jokes • Guessing age • Judging beauty • Toilet time jokes • PK fighting • Weather • Read your mind
- 32. Bots are not artificial intelligence only
- 33. Bots are not text interface only
- 35. Your bot code Entity Extraction Speech Bot Clipboard w entities Natural Language Translation + Intelligent Services Bing Knowledge User Preferences Image Intelligence … Message input <> output Add logic and keep track of dialogs and state Connect to people where they are +Directory for finding your bot, registration and management dashboard Bot Connector Conversation Canvas …… … Other services, APIs, Databases, … Bot Builder SDK Web Chat Directline… Email Facebook GroupMe Kik Skype Slack Telegram Twilio (SMS) Azure or other
- 40. Roll your own with REST APIs Simple to add: just a few lines of code required Integrate into the language and platform of your choice Breadth of offerings helps you find the right API for your app Built by experts in their field from Microsoft Research, Bing, and Azure Machine Learning Quality documentation, sample code, and community support Easy Flexible Tested GET A KEY
- 41. Microsoft Cognitive Services Give your apps a human side
- 42. Computer Vision API Distill actionable information from images Video API Analyze, edit, and process videos within your app Face API Detect, identify, analyze, organize, and tag faces in photos Emotion API Personalize experiences with emotion recognition Vision
- 43. Speech Bing Speech API Convert speech to text and back again, and understand its intent Speaker Recognition API Give your app the ability to know who's talking Custom Recognition Intelligent Service Fine-tune speech recognition for anyone, anywhere
- 44. Speech Bing Spell Check API Detect and correct spelling mistakes within your app Language Understanding Intelligent Service Teach your apps to understand commands from your users Web Language Model API Leverage the power of language models trained on web-scale data Linguistic Analysis API Easily parse complex text with language analysis Text Analytics API Detect sentiment, key phrases, topics, and language from your text Language
- 45. LanguageKnowledge Academic Knowledge API Explore relationships among academic papers, journals, and authors Recommendations API Provide personalized product recommendations for your customers Knowledge Exploration Service Add interactive search over structured data to your project Entity Linking Service Contextually extend knowledge of people, locations, and events
- 46. KnowledgeSearch Bing Web Search API Connect powerful search to your apps Bing Video Search API Trending videos, detailed metadata, and rich results Bing Autosuggest API Give your app intelligent autosuggest options for searches Bing Image Search API Bring advanced image and metadata search to your app Bing News Search API Link your users to robust and timely news searches