Introduction to the Elements of Conversational Design with Lauren Golembiewski
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Transcript of Introduction to the Elements of Conversational Design with Lauren Golembiewski
THE ELEMENTS OF CONVERSATIONAL INTERFACE DESIGN
Lauren Golembiewski CEO & Co-founder at Voxable
Information Development WorldNovember 2017
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The Core Technology User Experience Principles User Interface Elements of CUIs
Agenda
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The Core Technology
The Conversational
Interface
Automatic Speech Recognition (ASR)
Natural Language Understanding (NLU)Bot Intelligence
Audio Feedback
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The Core Technology
Automatic Speech Recognition (ASR) translates the sounds of a human voice into readable text.
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Where does ASR happen?
Browsers -Web Speech API
Alexa Google Assistant
Siri
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Natural Language Understanding (NLU) gives meaning to text and extracts structured data.The Core
Technology
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NLU as a service happens in platforms like Dialogflow (API.ai), LUIS, Rasa, and Watson
Built into platforms like Alexa
Custom built by a team of data scientists and linguists
Where does NLU happen?
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The Core Technology
Bot Intelligence manages the context of the user, the application, and the conversation.
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The Core Technology
Audio Feedback is delivered through synthesized speech or recorded audio.
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User Experience Principles• Understand the psychology real-time UX.• Develop a clear brand.• Define the job your bot will do.• Define how the machine handles the job.• Understand your user’s mentality.
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http://bit.ly/bot-brand-p1
Develop a clear brand.
USER EXPERIENCE OF CUIS
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What job is your bot being hired to do?
USER EXPERIENCE OF CUIS
https://www.intercom.com/books/jobs-to-be-done
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Model the Conversation Flow
“Show me flights to Atlanta leaving next Friday
after 4pm.”
Sure thing! Would
you like to fly first class, business
class, or coach?
First class
Classy! And would you like a meal on
this flight?
Perfect! Here are a list of flights that match
your criteria.Yes, of course.
find flights
first classfirst class, yes to meal
departure city: Austin
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Structure Content for Machines
“Show me flights from Austin to
Atlanta leaving next Friday
after 4pm.”
departure city
destination city date
time
INTENT: FL IGHTSEARCH
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Understand Your User’s Mentality
https://www.nngroup.com/articles/mental-models/
implementation model user’s mental modelrepresentation model
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User Interface Elements of CUIs• Brand your interface with voice, tone, and persona.• Write for listening.• Manage content well.• Consider platform and device differences.
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Brand: Voice, Tone, & Persona• Voice is the quality of your words.• Tone is how words modulate for different situations.• Persona is a character that embodies
voice and tone.
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Write & Prototype for Speech• Write for speaking and listening.• Optimize word order for clarity and brevity.• Act out a script.• Add nuance with Speech Synthesis Markup
Language (SSML).• Test the way it sounds with a synthesized voice.
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Content Management• Continuously evolve and improve content.• Adopt tools that streamline your editorial workflow.• Collaborate through strong documentation.• Design scalable systems for managing your content.
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• Design for each platform or device.
• Think about other sensors and feedback loops with voice.
Hardware & Platforms