My bot has a personality disorder
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Supporting slides for a presentation on how to think about UX for bots and the Microsoft Bot Framework
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My bot has a personality disorder
- 1. My bot has a personality disorder @TessFerrandez @TessFerrandez
- 8. Can all apps be bots? @TessFerrandez
- 10. @TessFerrandez
- 11. @TessFerrandez
- 12. { Your Code } AI Bot Connector APIs Bot Framework @TessFerrandez
- 15. Short, frequent interactions Light data entry/consumption @TessFerrandez
- 16. Designing a bot is very similar to designing an app @TessFerrandez
- 18. @TessFerrandez Welcome to Happy Scissors, How can I help you? Do you have time for a hair cut on Saturday? Do you do eye brow tatoos? What other locations do you have? Does Eva still work at the Sollentuna shop?
- 19. Haircutters: Less time on the phone Customers: Less time on hold @TessFerrandez
- 20. Make an appointment Learn about our services Learn about our locations @TessFerrandez
- 21. Hairy Harry, the Happy Scissors Bot @TessFerrandez
- 23. @TessFerrandez
- 24. A bot with a Turing complex
- 25. Help the user discover
- 26. Help the user find the way
- 27. Help the user navigate quicker @TessFerrandez
- 29. @TessFerrandez
- 30. Mr. Clueless
- 32. Apps and Websites @TessFerrandez Layout -> Interaction -> Visual -> Motion
- 33. Bots @TessFerrandez Conversational Flow -> Conversational UI -> Copy
- 34. Conversation Flow: Layout and high-level structure of the conversation @TessFerrandez
- 35. Conversation Flow Walk through the user scenarios Focus on the structure DON’T focus on copy @TessFerrandez
- 37. Conversation UI: Layout, interaction, visual, motion design of the dialogue @TessFerrandez
- 38. The bot is always asking questions @TessFerrandez
- 39. Ask the fewest number of questions possible @TessFerrandez
- 41. The captain obvious bot
- 42. Rough flowchart and copy Locations User Zip/City, ST Zip/City, ST? No Location Search 3 Yes > 0 No Locations Yes New Search Location More Locations Schedule @TessFerrandez
- 43. UI Controls
- 45. @TessFerrandez Hero card Animation card Video card
- 46. @TessFerrandez Receipt card Sign-in card
- 48. @TessFerrandez
- 52. Be concise, concise and more concise @TessFerrandez
- 53. Break up longer messages ...and minimize scrolling @TessFerrandez
- 55. Be clear with open-ended questions @TessFerrandez
- 58. Support as many data formats as possible May 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today, Next Week @TessFerrandez
- 59. Validate every reply Type, Content, Format @TessFerrandez
- 61. Design Do not understand @TessFerrandez
- 62. Hairy Harry doesn’t understand @TessFerrandez ?
- 63. @TessFerrandez Be Clear Why? What? Try again 3 times allow re-start Human hand-off
- 64. Mr. Stubborn
- 66. @TessFerrandez
- 67. Learn from conversations Learn from account/login Make it clear what you know and why @TessFerrandez
- 68. The bot that can’t forget
- 71. Personality: Match your brand Formal or Casual Emojis ? @TessFerrandez
- 72. Talk directly to the user Don’t be robotic @TessFerrandez
- 73. But... What about the smarts? @TessFerrandez
- 75. Cognitive Services – Text Analytics @TessFerrandez
- 76. Cognitive Services – Face API @TessFerrandez
- 77. A bots success does not depend on How ”smart” the bot is How much natural language it uses If you can interact using your voice @TessFerrandez
- 78. A bots success does depend on How well it solves your problem If it’s available for your device If you know how to interact with it @TessFerrandez
- 80. My bot has a personality disorder @TessFerrandez @TessFerrandez
Editor's Notes
- In an app or a website there are plenty of affordances on screen that tell you where you are and what you can do and how you can navigate between views Menus Buttons Breadcrumbs Textboxes
- In bots we dont have views, instead we have dialogs or conversation topics and navigation happens through conversation - When you are looking at the Sollentuna location, you might say scedule to move the conversation to the schedule topic
- Maximum 2-4 prompts Start with placeholder texts Ask the fewest number of questions possible
- We did a flow chart for every conversation flow. Reviewed with stakeholders, got feedback, refined. We then wrote out every conversation flow in Excel to show back/forth. Can use any tool you want, but want to show conversation, get feedback before coding…