Basecamp Innovation and Insights
1. Chatbot and Brand experiences
2. Definition and Strategy
Delusions and Insights
1. The more the better for conversation?! The wisdom from the social science!!
2. Computers? Social Actors?! Welcome to Similarity-attraction world.
Deliberation and Insights
4. Here a bot, there a bot, everywhere a bot
Reference: http://www.message.io/bottranslation
5. Here a bot,
there a bot,
everywhere a bot
References:
• http://www.message.io/bottranslation
• http://www.slideshare.net/PatrickCullen2/chatbot-interfaces?qid=99d3c408-6f18-40a2-a373-4c5504939949&v=&b=&from_search=10
6. Here a bot,
there a bot,
everywhere a bot
References:
• http://www.message.io/bottranslation
• http://www.slideshare.net/PatrickCullen2/chatbot-interfaces?qid=99d3c408-6f18-40a2-a373-4c5504939949&v=&b=&from_search=10
7. Here a bot, there a bot, everywhere a bot
References:
• http://www.message.io/bottranslation
• https://willowtreeapps.com/blog/part-2-shortcuts-to-chatbot-emotional-intelligence/
Make sure to fit the tone to the task at hand,
as well as the brand your bot is representing.
8. Here a bot, there a bot, everywhere a bot
References:
• http://www.message.io/bottranslation
• https://willowtreeapps.com/blog/part-2-shortcuts-to-chatbot-emotional-intelligence/
• https://www.punchkick.com/blog/2016/10/05/how-bots-fit-into-your-apps-ux
Make sure to fit the tone to the task at hand,
as well as the brand your bot is representing.
Brands need to identify a place where a
conversational UI can provide real value to users,
and that may be within the confines of an app or
website, and it may be outside of them.
16. “Use” Users For UX
“Buy” Customers For CX or ServiceDesign For Customer eXperience or Service experience
Design For User eXperience or (Interactive) product experience
17. “Use” Users For UX
“Buy” Customers For CX or Service
“Talk” Player For PX(Playful eXperience)(Saying/Typing and Respond)
Design For Customer eXperience or Service experience
Design For User eXperience or (Interactive) product experience
Design For Player’s Playful eXperience
(embodied (interactive) product experience and service experience)
18. “Use” Users For UX
“Buy” Customers For CX or Service
“Talk” Player For PX(Playful eXperience)(Saying/Typing and Respond)
“He has a
magic lamp
with a genie
inside, who
grants wishes.”
Design For Player’s Playful eXperience
(embodied (interactive) product experience and service experience)
Design For Customer eXperience or Service experience
Design For User eXperience or (Interactive) product experience
19. “Talk” Player
(Saying/Typing and Respond)
“He has a
magic lamp
with a genie
inside, who
grants wishes.”
For PX(Playful eXperience)
• Creating a magic lamp with a genie(Craft a Personality);
Creating a genie-like UX
• Personalized god in a box; Era of IPA(Intelligent Personal
assistant)
• Conversation-as-a-Platform(CaaP); Software-as-a-Service
(SaaS); Platform-for-Everything
Design For Player’s Playful eXperience
(embodied (interactive) product experience and service experience)
Designing Conversations:
Conversational interfaces, Bot Interactions, Chatbot as
personalities
39. Reference: Dormehl, Luke (2014-04-03). The Formula: How Algorithms Solve all our Problems … and Create More. Ebury Publishing.
Quantified Self movement
Self-knowledge through numbers
(숫자를 통한 자기 이해)
Based upon speech patterns, the particular words they used, and even
details as seemingly trivial as whether they said “um” or “err” – and then
utilise these insights to put them through to the agent best suited for dealing
with their emotional needs?
(Chicago’s Mattersight Corporation does exactly that. Based on custom
algorithms, Mattersight calls its business “predictive behavioral routing”.)
40. Quantified Self movement
Self-knowledge through numbers
(숫자를 통한 자기 이해)
Based upon speech patterns, the particular words they used, and even details as seemingly trivial as whether they said “um” or
“err” – and then utilise these insights to put them through to the agent best suited for dealing with their emotional needs?
(Chicago’s Mattersight Corporation does exactly that. Based on custom algorithms, Mattersight calls its business “predictive
behavioral routing”.)
The man behind Mattersight’s behavioural models is a clinical psychologist
named Dr Taibi Kahler. Kahler is the creator of a type of psychological
behavioural profiling called Process Communication.
What Kahler noticed was that certain predictable signs precede particular
incidents of distress, and that these distress signs are linked to specific
speech patterns. These, in turn, led to him developing profiles on the six
different personality types he saw recurring.
Reference: Dormehl, Luke (2014-04-03). The Formula: How Algorithms Solve all our Problems … and Create More. Ebury Publishing.
41. Quantified Self movement
Self-knowledge through numbers
(숫자를 통한 자기 이해)
Based upon speech patterns, the particular words they used, and even details as seemingly trivial as whether they said “um” or
“err” – and then utilise these insights to put them through to the agent best suited for dealing with their emotional needs?
(Chicago’s Mattersight Corporation does exactly that. Based on custom algorithms, Mattersight calls its business “predictive
behavioral routing”.)
The man behind Mattersight’s behavioural models is a clinical psychologist named Dr Taibi Kahler. Kahler is the creator of a
type of psychological behavioural profiling called Process Communication.
What Kahler noticed was that certain predictable signs precede particular incidents of distress, and that these distress signs are
linked to specific speech patterns. These, in turn, led to him developing profiles on the six different personality types he saw
recurring.
A person patched through to an individual with a similar personality type to
their own will have an average conversation length of five minutes, with a 92
percent problem-resolution rate. A caller paired up to a conflicting
personality type, on the other hand, will see their call length double to ten
minutes – while the problem-resolution rate tumbles to 47 percent.
Reference: Dormehl, Luke (2014-04-03). The Formula: How Algorithms Solve all our Problems … and Create More. Ebury Publishing.
42. Personality type Personality traits
How
common?
“Thinkers”
Thinkers view the world through data. Their primary way of dealing with
situations is based upon logical analysis of a situation. They have the potential
to become humourless and controlling.
1 in 4
people
“Rebels”
Rebels interact with the world based on reactions. They either love things or
hate them. Many innovators come from this group. Under pressure they can
be negative and blameful.
1 in 5
people
“Persisters”
Persisters filter everything through their opinions. Everything is measured up
against their world view. This describes the majority of politicians.
1 in 10
people
“Harmonisers”
Harmonisers deal with everything in terms of emotions and relationships.
Tight situations make this group overreactive.
3 in 10
people
“Promoters”
Promoters view everything through action. These are the salesmen of the
world, always looking to close a deal. They can be irrational and impulsive.
1 in 20
people
“Imaginers”
Imaginers deal in unfocused thought and reflection. These people operate in
vivid internal worlds and are likely to spot patterns where others cannot.
1 in 10
people
Dr Taibi Kahler’s the six different personality types
Reference: Dormehl, Luke (2014-04-03). The Formula: How Algorithms Solve all our Problems … and Create More. Ebury Publishing.