2. 2Š 2017 Versay Solutions LLC
⢠Voice User Interface Designer
⢠15+ years in the field
⢠Former coder; got interested in UX
⢠President of the Association for Voice
Interaction Design
⢠Consultant for Versay Solutions
@crispinTX
crispinreedy.com
3. Sunrise Session
⢠Topic:
â How can chatbots learn from existing VUI
design?
â What makes these new interfaces different,
and how are they similar?
â This conversation discusses text-based vs.
voice-based conversation, analytics for bots
and voice, and how bots and IVRs might learn
from each other.
⢠Sunrise Session = Conversation!
3Š 2017 Versay Solutions LLC
15. âIâm really excited about chat and natural
language because thereâs no user interface
you have to deal with.â
- Chatbot developer on support board
19. âJust this week, Facebook said it was ârefocusingâ its use of AI
after its bots hit a failure rate of 70 percent,
meaning bots could only get to 30 percent of requests without
some sort of human intervention.â
âI would call it overpromising,â said CP+B executive creative tech director Joe Corr.
âBrands that created bots with a structured request or utility like Dominoâs or in retail
were easy. But bots that tried to break out of the utility and be
chatbots became the problem.â
20. Open Discussion
⢠Topic:
â How can chatbots learn from existing VUI
design?
â What makes these new interfaces different,
and how are they similar?
â This conversation discusses text-based vs.
voice-based conversation, analytics for bots
and voice, and how bots and IVRs might learn
from each other.
⢠Sunrise Session = Conversation!
20Š 2017 Versay Solutions LLC
22. Voice Conversation vs. Chat
Conversation
⢠Things in common:
â Logical structure of a conversation (flow)
â Need to define a domain
⢠I can help you with A, B, C.
â Error recovery
⢠If caller / user goes off topic
â Conversational maxims
⢠Differences
â Written convention vs. spoken convention
23. Structured Conversation vs.
Unstructured Conversations
⢠Structured conversations
â Specific goal in mind
â Enterprise-type bot
â Self service, tech support, account
information
⢠Unstructured conversations
â Broader goals â I can help you with anything!
â Personal assistants?
24. Voice Conversational Model: Beginning
NL Level 1:
Open Ended
Question
⢠Hi, how may I help you
today?
⢠Iâm calling about a
problem with my phone.
⢠Sure, what kind of
problem are you
having?
⢠I donât seem to have
any internet.
⢠I can help you with that.
Are you calling about
the Apple iPhone 6 that
you have on your plan?
⢠Yes
NL Level 2:
Identify Problem
Directed Dialog:
ID Phone
Implicit: ID Caller
25. Chat Conversational Model: Beginning
NL Level 1:
Open Ended
Question
⢠Hi, how may I help
you today?
⢠I have a prob w/
phone
⢠Sure, what kind of
problem?
⢠No internet connectin
⢠OK. Is that about the
Apple iPhone 6 you
have on your plan?
⢠Yep
NL Level 2:
Identify Problem
Directed Dialog:
ID Phone
Implicit: ID Caller