Hello Computer-Conversation Design and Voice UX.pdf
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The document discusses the field of voice user experience (UX) and conversation design, exploring tools, technologies, and strategies essential for design leaders in this evolving market. It highlights the growth of chatbot usage and consumer preferences, while emphasizing the importance of understanding user intent and context in creating effective voice interactions. Furthermore, it outlines the challenges faced by current chatbot systems, such as trust issues and performance, while providing resources and insights for improving conversation design.
Hello Computer-Conversation Design and Voice UX.pdf
- 1. Hello Computer? Conversation Design & Voice UX Kelly Goto | kelly@gotomedia.com
- 2. Computer? Hello computer? 1996 © Paramount Pictures
- 3. 2020 Go ahead. I’m Listening... © Paramount Pictures
- 4. VOICE The not-yet final frontier Note: this is not a session on bot-coding. ;-) What are the terms, tools and technologies I need to understand to even talk about Voice UX in my company? What’s happening with voice and what do I need to know as a design leader? Are we ready to consider a VoiceUXstrategy? What are the basics of conversation design? How do we get started? What are the best tools to use? Any resources?
- 5. Inarapidlygrowingmarket,voiceandtextchannelscontinuetorise. AccordingtoanAccenturereport,60%ofbusinessessaidakeyissuewas findingtherighttalentforthejob. VOICE The not-yet final frontier Chatbotmarketsizeis expectedtogrowfrom 2.6Bin2019to10Bby endof2024. NOTIFYVISITORS SUMMARY 67%ofbusinesses believechatbotswill diminishusageof mobileapps GARTNER In2020-21,useof chatbotsroseby130%. 50%ofconsumersprefer shoppingwithbrands whousechat. JUNIPERRESEARCH UXMagazinenamed conversation designer thefastestgrowingrolein 2020 HILARYBLACK UXMAG.COM
- 11. ELIZA A very basic Rogerian psychotherapist chatbot
- 12. “I was wondering if anyone has experience in building conversations and loading them into chatbot tools like Voiceflow, Bot Composter, BotSociety or any other chatbot.” AN EMAIL I RECEIVED LAST WEEK
- 14. A B Voice UX Approach Natural Language Understanding Natural Language Generation Automated Text Conversations / Directed Dialogue Natural Conversations / Multi-Turn Dialogue VUI RULES BASED Decision-tree Pre-determined script Response-based on keyword input Flow-based NLP+AI Natural Language Processing + AI (Machine learning) Intent-based
- 15. A B Voice UX Approach Natural Language Understanding Natural Language Generation Automated Text Conversations / Directed Dialogue Natural Conversations / Multi-Turn Dialogue VUI RULES BASED Decision-tree Pre-determined script Response-based on keyword input Flow-based NLP+AI Natural Language Processing + AI (Machine learning) Intent-based
- 16. “A lot of what a good conversation designer does is similar to what any good UX designer does...” SUSAN HURA, PhD CONVERSATION DESIGNER & VOICE EXPERT, INTERACTIONS
- 19. Voice UX Approach Amazon Alexa (LEX) Apple Siri Google Assistant Samsung Bixby Microsoft Bot Framework INTENT Talk Tap Type Multi-modal interaction
- 20. Amazon Alexa (LEX) Apple Siri Google Assistant Samsung Bixby Microsoft Bot Framework Voice UX Approach + 1,000’s more INTENT
- 21. Which Chatbot Creation Tool? Confused? AccordingtoGartner,therearemorethan 1,000chatbotcreationtoolsavailabletoday.
- 22. Chatbot No-Code Dialogue Creators
- 25. The good and the bad (why are chatbots not delivering?)
- 26. Theseinteractionshaveleftmany peopledistrustfulofchatbotsfor anythingbutthemostbasictasks. Why are chatbots falling short? Chathadthelowestrate offirstcontactresolution ofallchannelsstudied. 48%ofcustomerssaidthey wouldnotwanttousechat asecondtime. ACCENTURE,2019 46%respondentsfelt chatbotswerebeing usedspecificallyto keepthemawayfrom aliveagent. GETVOIP 65%usersdid notseemtotrust chatbotsandfelt chatbotsdidn’tfully understandtheirissue. GETVOIP 54%respondents wouldchosealive personoverachatbot evenifengagingwith achatbotsavedthem 10minutesoftime. USABILLA Privacyisamajor concernwhenitcomes tovoicechatbots— 28%worryaboutthe privacyoftheir sensitivedataandthe securityofusingvoice assistants. PWC,2019
- 27. https://www.netomi.com/the-worst-chatbot-fai ls-and-how-to-avoid-them chatbot fails
- 30. POP QUIZ: What are the two types of voice UX approaches? ?
- 31. RULES BASED Natural Language Understanding Natural Language Generation Pre-determined script Response-based on keyword input NLP + AI Natural Language Processing + AI (Machine learning) (We’re using ‘weak’ or ‘narrow’ AI vs. strong / wide AI) Automated Text Conversations / Directed Dialogue Natural Conversations / Multi-Turn Dialogue VUI Answer: Rules Based & Natural Language Processing (NLP+AI)
- 33. Changing behavior is hard...
- 40. Successful conversational AI systems engage users in multi-turn dialogs and enable context switching. They are flexible and maintain context. Source: Kasisto White Paper
- 41. A conversational AI platform to enable financial institutions to attract, engage, support and transact with their customers via intelligent conversations.
- 47. Amazon Show and Tell Assistive Technology Hold a product in front of Echo Show's camera and say, "Alexa, what am I holding?“ or “Alexa, what’s in my hand?” (December, 2020)
- 49. Audio alerts Google environmental Sound Notifications (kind of a chatbot) (December, 2020)
- 50. The Truth About AI COURTESYOFSUSANHURA,PHD
- 51. “...we cannot create effective digital conversation design unless we understand how to engage in effective and inclusive dialogue as humans.” KAT VELLOS UX DESIGNER, SPEAKER, AUTHOR IN HER FORWARD TO CONVERSATIONS WITH THINGS
- 52. RESOURCES
- 54. Conversations with Things UX Design for Chat and Voice By Dana Deibel & Rebecca Evanhoe March, 2021 January, 2017 Designing Voice User Interfaces Cathy Pearl, Google Chatbot Design Chapter By Greg Nudelman September, 2018