Talk nerdy to me
How the future of UX is conversation and bots
Brian Lee Yung Rowe
November 5, 2016
Founder + CEO // Pez.AI IncorporatedAdjunct Professor // CUNY SPS Master of Data AnalyticsAdjunct Professor // Baruch Master of Financial Engineering
ABOUT BRIAN LEE YUNG ROWE
Founder and CEO of Pez.AI
Adj. Professor, CUNY Master’s in Data Analytics
Adj. Professor, Baruch Master’s in Financial Engineering
Blog at http://cartesianfaith.com @cartesianfaith
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INTERFACE
What is an interface?
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INTERFACE: A DEFINITION
User interfaces dictate howwe interact with the world
around us
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INTERACTION
What is interaction?
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INTERACTION: LITERARY CONFLICT
Human vs Nature
Human vs Human Human vs Self
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INTERACTION: LITERARY CONFLICT
Human vs Nature Human vs Human
Human vs Self
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INTERACTION: LITERARY CONFLICT
Human vs Nature Human vs Human Human vs Self
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INTERACTION: THE PLOT THICKENS
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INTERACTION: NOT JUST CONFLICT
Human <3 Nature Human <3 Human
Human <3 Self Human <3 Machine
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INTERACTION: NOT JUST CONFLICT
Human <3 Nature Human <3 Human
Human <3 Self Human <3 Machine
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HUMAN INTERACTION
What is the interface forhuman
interaction/communication?
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Language is the ultimateinterface
More than 7 billion users
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Language is the ultimateinterface
More than 7 billion users
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken
Written
w − η∑n
i=1∇Qi(w)Symbolic Emoji
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
w − η∑n
i=1∇Qi(w)Symbolic Emoji
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
w − η∑n
i=1∇Qi(w)Symbolic
Emoji
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HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
w − η∑n
i=1∇Qi(w)Symbolic Emoji
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LANGUAGE
Why is language popular?
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LANGUAGE: FEATURES
• Scales to billions of users
• Extends to multiple domains
• Natural personalization
• Intuitive and easy to use
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LANGUAGE: PERSONALIZATION
Say things your way
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LANGUAGE: PERSONALIZATION
Say things your way
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LANGUAGE: PERSONALIZATION
Say things your way
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LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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MACHINE INTERACTION
How do we interact withmachines (software)?
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MACHINE INTERACTION: GUIS
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MACHINE INTERACTION: GUIS
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MACHINE INTERACTION: GUIS
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GUIS: COMPLICATED
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GUIS: COMPLICATED
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GUIS: UNNATURAL
Gestures are often unintuitive
and require training
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GUIS: UNNATURAL
Gestures are often unintuitiveand require training
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GUIS: INTERFACE OPTIMIZATION
GUIs are rigid
and takeaway choice
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GUIS: INTERFACE OPTIMIZATION
GUIs are rigid
and takeaway choice
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MESSAGING
Can we use languageinstead?
YES NO
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MESSAGING
Can we use languageinstead?
YES
NO
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MESSAGING
...via text messaging
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MESSAGING: BENEFITS
• Text-messaging is pervasive
• Abstracts counterpart at other end of the line
• More flexible than GUIs in small space
• Minimizes data costs for users
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MESSAGING: PERVASIVENESS
App Monthly Active Users
WhatsApp > 1 billionFacebook Messenger > 1 billionWeChat > 800 millionViber > 780 millionLine > 220 million
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MESSAGING: ABSTRACTION
Messaging (disinter)mediates human interaction
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MESSAGING: ABSTRACTION
Counterpart can be human and/or bot (machine)
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MESSAGING: ABSTRACTION
Turing Test Which use humans?
Pez.AI X.ai Facebook M Magic
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MESSAGING: THE BOT ADVANTAGE
Emulate the best aspects of human interaction
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MESSAGING: THE BOT ADVANTAGE
...without the drawbacks
happy angry sad tired hungry
human
bot
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MESSAGING: THE BOT ADVANTAGE
...without the drawbacks
happy angry sad tired hungry
human
bot
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MESSAGING: THE BOT ADVANTAGE
Tirelessly does tedious, repetitive work
so humanscan do interesting, creative, challenging work
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MESSAGING: THE BOT ADVANTAGE
Tirelessly does tedious, repetitive work so humanscan do interesting, creative, challenging work
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CONVERSATION DESIGN
What makes goodconversation?
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CONVERSATION DESIGN: BEST PRACTICES
Make machines more human-like
but not too much
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CONVERSATION DESIGN: BEST PRACTICES
Make machines more human-like but not too much
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CONVERSATION DESIGN: BEST PRACTICES
Be useful
by being relevant and helpful
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CONVERSATION DESIGN: BEST PRACTICES
Be useful by being relevant
and helpful
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CONVERSATION DESIGN: BEST PRACTICES
Be useful by being relevant and helpful
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CONVERSATION DESIGN: BEST PRACTICES
Anticipate edge cases
to be awesome
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CONVERSATION DESIGN: BEST PRACTICES
Anticipate edge cases to be awesome
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CONVERSATION DESIGN: BEST PRACTICES
Support free form text
since it’s text messaging
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CONVERSATION DESIGN: BEST PRACTICES
Support free form text since it’s text messaging
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CONVERSATION DESIGN: BEST PRACTICES
Guide users back on track
to avoid dead ends
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CONVERSATION DESIGN: BEST PRACTICES
Guide users back on track to avoid dead ends
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CONVERSATION DESIGN: BEST PRACTICES
Be efficient
and remember context
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CONVERSATION DESIGN: BEST PRACTICES
Be efficient and remember context
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CONVERSATION DESIGN: MECHANICAL TURK
Who controls our robotoverlords?
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CONVERSATION DESIGN: MECHANICAL TURK
human training bot human escalation
machine learning bot human escalation
undisclosed human + bot
human coding bot
human
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CONVERSATION DESIGN: MECHANICAL TURK
All bots are trained by humans
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DEMO
Demo time
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DEMO: FOOD DELIVERY
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DEMO: FOOD DELIVERY
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DEMO: FOOD DELIVERY
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DEMO: CUSTOMER SERVICE
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DEMO: CUSTOMER SERVICE
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WE’RE HIRING
We need
• data scientists
• software engineers
• devops
• QA/test automation
• script writers!
Apply at jobs@pez.ai
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THANK YOU
Questions?
@cartesianfaith rowe@pez.ai
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