Presented during DevCon Summit 2016 #DevFutureForward on November 5-6, 2016 at SMX Convention Center Manila, Mall of Asia Complex, Pasay City.

1. Talk nerdy to me
How the future of UX is conversation and bots
Brian Lee Yung Rowe
November 5, 2016
Founder + CEO // Pez.AI Incorporated
Adjunct Professor // CUNY SPS Master of Data Analytics
Adjunct Professor // Baruch Master of Financial Engineering

2. 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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3. INTERFACE
What is an interface?
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4. INTERFACE: A DEFINITION
User interfaces dictate how
we interact with the world
around us
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5. INTERACTION
What is interaction?
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6. INTERACTION: LITERARY CONFLICT
Human vs Nature
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7. INTERACTION: LITERARY CONFLICT
Human vs Nature Human vs Human
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8. INTERACTION: LITERARY CONFLICT
Human vs Nature Human vs Human Human vs Self
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9. INTERACTION: THE PLOT THICKENS
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10. INTERACTION: NOT JUST CONFLICT
Human <3 Nature Human <3 Human
Human <3 Self Human <3 Machine
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11. INTERACTION: NOT JUST CONFLICT
Human <3 Nature Human <3 Human
Human <3 Self Human <3 Machine
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12. HUMAN INTERACTION
What is the interface for
human
interaction/communication?
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13. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Language is the ultimate
interface
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14. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Language is the ultimate
interface
More than 7 billion users
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15. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken
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16. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
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17. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
w − η n
i=1 Qi(w)
Symbolic
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18. HUMAN INTERACTION: LANGUAGE AS AN INTERFACE
Spoken Written
w − η n
i=1 Qi(w)
Symbolic Emoji
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19. LANGUAGE
Why is language popular?
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20. LANGUAGE: FEATURES
• Scales to billions of users
• Extends to multiple domains
• Natural personalization
• Intuitive and easy to use
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21. LANGUAGE: PERSONALIZATION
Say things your way
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22. LANGUAGE: PERSONALIZATION
Say things your way
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23. LANGUAGE: PERSONALIZATION
Say things your way
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24. LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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25. LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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26. LANGUAGE: EASE OF USE
Change your mind in 0 taps/clicks
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27. MACHINE INTERACTION
How do we interact with
machines (software)?
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28. MACHINE INTERACTION: GUIS
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29. MACHINE INTERACTION: GUIS
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30. MACHINE INTERACTION: GUIS
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31. GUIS: COMPLICATED
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32. GUIS: COMPLICATED
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33. GUIS: UNNATURAL
Gestures are often unintuitive
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34. GUIS: UNNATURAL
Gestures are often unintuitive
and require training
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35. GUIS: INTERFACE OPTIMIZATION
GUIs are rigid
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36. GUIS: INTERFACE OPTIMIZATION
GUIs are rigid
and take
away choice
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37. MESSAGING
Can we use language
instead?
YES NO
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38. MESSAGING
Can we use language
instead?
YES
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39. MESSAGING
...via text messaging
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40. 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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41. MESSAGING: PERVASIVENESS
App Monthly Active Users
WhatsApp > 1 billion
Facebook Messenger > 1 billion
WeChat > 800 million
Viber > 780 million
Line > 220 million
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42. MESSAGING: ABSTRACTION
Messaging (disinter)mediates human interaction
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43. MESSAGING: ABSTRACTION
Counterpart can be human and/or bot (machine)
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44. MESSAGING: ABSTRACTION
Turing Test Which use humans?
Pez.AI X.ai Facebook M Magic
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45. MESSAGING: THE BOT ADVANTAGE
Emulate the best aspects of human interaction
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46. MESSAGING: THE BOT ADVANTAGE
...without the drawbacks
happy angry sad tired hungry
human
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47. MESSAGING: THE BOT ADVANTAGE
...without the drawbacks
happy angry sad tired hungry
human
bot
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48. MESSAGING: THE BOT ADVANTAGE
Tirelessly does tedious, repetitive work
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49. MESSAGING: THE BOT ADVANTAGE
Tirelessly does tedious, repetitive work so humans
can do interesting, creative, challenging work
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50. CONVERSATION DESIGN
What makes good
conversation?
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51. CONVERSATION DESIGN: BEST PRACTICES
Make machines more human-like
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52. CONVERSATION DESIGN: BEST PRACTICES
Make machines more human-like but not too much
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53. CONVERSATION DESIGN: BEST PRACTICES
Be useful
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54. CONVERSATION DESIGN: BEST PRACTICES
Be useful by being relevant
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55. CONVERSATION DESIGN: BEST PRACTICES
Be useful by being relevant and helpful
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56. CONVERSATION DESIGN: BEST PRACTICES
Anticipate edge cases
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57. CONVERSATION DESIGN: BEST PRACTICES
Anticipate edge cases to be awesome
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58. CONVERSATION DESIGN: BEST PRACTICES
Support free form text
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59. CONVERSATION DESIGN: BEST PRACTICES
Support free form text since it’s text messaging
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60. CONVERSATION DESIGN: BEST PRACTICES
Guide users back on track
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61. CONVERSATION DESIGN: BEST PRACTICES
Guide users back on track to avoid dead ends
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62. CONVERSATION DESIGN: BEST PRACTICES
Be efficient
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63. CONVERSATION DESIGN: BEST PRACTICES
Be efficient and remember context
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64. CONVERSATION DESIGN: MECHANICAL TURK
Who controls our robot
overlords?
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65. 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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66. CONVERSATION DESIGN: MECHANICAL TURK
All bots are trained by humans
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67. DEMO
Demo time
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68. DEMO: FOOD DELIVERY
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69. DEMO: FOOD DELIVERY
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70. DEMO: FOOD DELIVERY
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71. DEMO: CUSTOMER SERVICE
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72. DEMO: CUSTOMER SERVICE
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73. WE’RE HIRING
We need
• data scientists
• software engineers
• devops
• QA/test automation
• script writers!
Apply at jobs@pez.ai
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74. THANK YOU
Questions?
@cartesianfaith rowe@pez.ai
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