Kernels of Truth: Voice and Tone for AI Conversation | Seattle Interactive 2017
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Presenter: Milena Pribic, IBM, UX Designer How do you craft a conversation between a machine and a human— not only to give your users the right answers, but to get them to ask the right questions? In this (user-centric) session, we’ll explore the importance of voice and tone in conversational AI and discuss how we can encourage epiphanies through good design. We’ll chat about branding for cognitive solutions and the true intents behind crafting a personality for a product or experience. Hear about lessons learned from work using IBM Watson to help students and also touch on inspiration from less conventional sources.
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Kernels of Truth: Voice and Tone for AI Conversation | Seattle Interactive 2017
- 1. Kernels of Truth: Voice and Tone for AI Conversation — Milena Pribic UX Designer IBM #kernelsoftruth @milenapribic
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- 4. 4 i really loved the parts of the book when she talked about the past and her story entered a sort of daydream phase? like the way she wrote it paralleled what she was writing about yeah. but i’m trying to articulate what it means to me A recurring motif in M Train is nostalgia. Marcel Proust explored nostalgia in depth. I do not understand. Please rephrase your question. i didn’t ask a question Let’s return to our discussion of M Train. How does the author structure the novel?
- 5. 5 natural
- 6. 6 designed
- 7. “…we use conversations with each other to learn how to have conversations with ourselves. So a flight from conversation can really matter because it can compromise our capacity for self-reflection.” Sherry Turkle Connected, but alone? (TED), 2012 7
- 8. 8 omg the part where it says M Train feels like “looking through a rearview mirror”!! that’s exactly how it felt like Yeah! Many authors parallel structure with the mood they’re trying to evoke. Here’s an article exploring the themes of nostalgia and grief through the book: i really loved when Patti Smith talked about the past and her story entered a sort of daydream phase? like the way she wrote it paralleled what she was writing about Review: M Train, Patti Smith on All the Roads She Has Taken by Michiko Kakutani
- 9. 9 And even though she can look back in time, her “car” keeps moving… so really, when we look back into the past, we’re thinking less about what happened and more about who we were when it did. omg the part where it says M Train feels like “looking through a rearview mirror”!! that’s exactly how it felt like Yeah! Many authors parallel structure with the mood they’re trying to evoke. Here’s an article exploring the themes of nostalgia and grief through the book: i really loved when Patti Smith talked about the past and her story entered a sort of daydream phase? like the way she wrote it paralleled what she was writing about Review: M Train, Patti Smith on All the Roads She Has Taken by Michiko Kakutani “If I write about the past as I simultaneously dwell in the present, am I still in real time? Perhaps there is no past or future, only the perpetual present that contains this trinity of memory.”
- 10. Meaningful Conversations 10 Phases of Conversational AI Design Active ListeningEstablishing Context Building Foundations
- 11. 11
- 12. 12 Meaningful Conversations Active ListeningEstablishing Context Building Foundations Phases of Conversational AI Design
- 14. 14 Establishing Context | AI in Education
- 15. 15 Establishing Context | AI in Education
- 16. 16 1.Chat as Chat 2.Triggered Task Models 3.Search 4.Complex Task Interactions 5.Interactive Information Access Kris Hammond “Conversation as Interface: The 5 Types of Chatbots”, 2016 “What’s the weather like in Austin?” Establishing Context | AI in Education Looking up: Wingstops in Boston
- 17. 17 1.Chat as Chat 2.Triggered Task Models 3.Search 4.Complex Task Interactions 5.Interactive Information Access Kris Hammond “Conversation as Interface: The 5 Types of Chatbots”, 201? Establishing Context | AI in Education
- 18. 18 5. Interactive Information Access Systems actually know what you are asking about because they know what they are talking about. Provide meaningful information to us in a way that allows us to best understand it. 4. Complex Task Interactions Helping with more complex tasks. Have knowledge of tasks, the information needed to perform them and the ability to track the information that you have already passed on to them. Highly structured information systems. Establishing Context | AI in Education
- 20. 20 Main Question ExpansionStudent Response Covered Spinoza Liebniz Student ResponseCovered Enabling Question Spinoza Liebniz “Which philosophers contributed to the Principle of Sufficient Reason?” Building Foundations | Dialog Flows
- 21. 21 Main Question Expansion Enabling Question Expansion Student Response Student Response Covered Student ResponseExpansion ExpansionStudent Response Covered Spinoza Liebniz Spinoza Liebniz “Which philosophers contributed to the Principle of Sufficient Reason?” Building Foundations | Dialog Flows
- 22. 22 Main Question Expansion Enabling Question Expansion Student Response Student Response Covered Student ResponseCovered ExpansionStudent Response Covered Spinoza Liebniz Spinoza Liebniz “Which philosophers contributed to the Principle of Sufficient Reason?” Building Foundations | Dialog Flows
- 23. 23 Main Question Expansion Enabling Question Expansion Student Response Student Response Covered Student ResponseCovered Spinoza Liebniz Student Question Spinoza Liebniz “Which philosophers contributed to the Principle of Sufficient Reason?” Building Foundations | Dialog Flows
- 24. 24 Building Foundations | Dialog Flows
- 25. 25 Building Foundations | Dialog Flows
- 26. 26 Building Foundations | Dialog Flows
- 27. 27 Building Foundations | Dialog Flows Celeste Headlee 10 Ways to Have a Better Conversation, 2016 1. Don’t multitask. 2. Don't pontificate. 3. Use open-ended questions. 4. Go with the flow. 5. If you don’t know, say that you don't know. 6. Don’t equate your experience with theirs. 7. Try not to repeat yourself. 8. Stay out of the weeds. 9. Listen. 10. Be brief.
- 28. 28 Establishing Core Tenets | Foundational Positioning
- 29. 29 Building Foundations | Establishing Core Tenets
- 30. 30 Building Foundations | Establishing Core Tenets
- 31. 31 Building Foundations | Establishing Core Tenets
- 32. 32 Building Foundations | Establishing Core Tenets
- 33. 33 Building Foundations | Establishing Core Tenets 1. Personable
- 34. 34 Building Foundations | Establishing Core Tenets 2. Motivating 1. Personable
- 35. 35 Building Foundations | Establishing Core Tenets 3. Genuine 2. Motivating 1. Personable
- 36. 36 Building Foundations | Establishing Core Tenets 3. Genuine 2. Motivating 1. Personable 4. Adaptable
- 37. 37 Building Foundations | Mapping Core Tenets - Attentive to opinions and questions - Confident in the student’s potential - Eager to help - Want to know what (and how) the student thinks - Straightforward and unambiguous Personable
- 38. 38 Building Foundations | Mapping Core Tenets Hello there! 🎉 Let’s discuss the principle of sufficient reason (which you’ve recently started learning in class). Ready? Tell me about the significance about Spinoza’s earliest statement on the PSR. Ask me about the concepts for this subject or enter help if you’re unsure about something. Personable
- 39. 39 Building Foundations | Mapping Core Tenets Hello there! 🎉 Let’s discuss the principle of sufficient reason (which you’ve recently started learning in class). Ready? Tell me about the significance about Spinoza’s earliest statement on the PSR. Ask me about the concepts for this subject or enter help if you’re unsure about something. Personable
- 40. 40 Personable Building Foundations | Mapping Core Tenets Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? monadology
- 41. 41 Personable Building Foundations | Mapping Core Tenets Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? monadology
- 42. 42 Building Foundations | Mapping Core Tenets - Keep conversation focused - Review at a steady pace - Constructive, encouraging feedback - Clear about progress and improvement - Assess the responses, not the student Motivating
- 43. 43 Building Foundations | Mapping Core Tenets Tell me about the significance about Spinoza’s earliest statement on the PSR. i don’t think i can do this. i don’t get why this is a theory in the first place You’ve already mastered 70% of this chapter, I know you can do it! What can you tell me about Spinoza’s relationship to Leibniz? Motivating ok Leibniz’s work actually built a lot from Spinoza’s earlier ideas. specifically on dealing with different domains
- 44. 44 Building Foundations | Mapping Core Tenets Motivating You’ve already mastered 70% of this chapter, I know you can do it! What can you tell me about Spinoza’s relationship to Leibniz? Tell me about the significance about Spinoza’s earliest statement on the PSR. i don’t think i can do this. i don’t get why this is a theory in the first place ok Leibniz’s work actually built a lot from Spinoza’s earlier ideas. specifically on dealing with different domains
- 45. 45 Building Foundations | Mapping Core Tenets Motivating That’s it! You're getting this. Try filling in this excerpt from Monadology and we can get back to the main question: You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? Monadology?
- 46. 46 Building Foundations | Mapping Core Tenets Motivating That’s it! You're getting this. Try filling in this excerpt from Monadology and we can get back to the main question: You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? Monadology?
- 47. 47 Building Foundations | Mapping Core Tenets - Realistic about our capabilities - Honest and grounded about our tech limits - Never skeptical— just curious - Provide insight and understanding - Relate to student through our own desire to learn Genuine
- 48. 48 Building Foundations | Mapping Core Tenets Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? Monadology? Genuine
- 49. 49 Building Foundations | Mapping Core Tenets Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. You know, it reminds me of another work by Leibniz… it’s on the tip of my tongue (err, figuratively). Can you help me think of it? Genuine Monadology?
- 50. 50 Building Foundations | Mapping Core Tenets Our reasoning is based on two principles ______ and ______ . contradiction and logic That doesn’t quite match up with what I have. Our reasoning is based on two principles: contradiction and reasoning. Genuine that’s pretty much what I said
- 51. Our reasoning is based on two principles ______ and ______ . contradiction and logic That doesn’t quite match up with what I have. Our reasoning is based on two principles: contradiction and reasoning. that’s pretty much what I said 51 Building Foundations | Mapping Core Tenets Genuine Sorry if I’m confused— I’m trained to look for a specific answer from your reading. I’m learning from your responses 🙌!
- 52. Our reasoning is based on two principles ______ and ______ . 52 Building Foundations | Mapping Core Tenets Genuine contradiction and logic That doesn’t quite match up with what I have. Our reasoning is based on two principles: contradiction and reasoning. that’s pretty much what I said Sorry if I’m confused— I’m trained to look for a specific answer from your reading. I’m learning from your responses 🙌!
- 53. 53 Building Foundations | Mapping Core Tenets Genuine
- 54. 54 Adaptable Building Foundations | Mapping Core Tenets - Collaborate when necessary - Resourceful and efficient - Vary responses and grammar - Evaluate student’s objectives as they progress - Approach problems from different angles
- 55. 55 Building Foundations | Mapping Core Tenets That’s right. Let’s dig a little deeper… here’s an excerpt from your reading: Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. Adaptable
- 56. 56 Building Foundations | Mapping Core Tenets That’s right. Let’s dig a little deeper… here’s an excerpt from your reading: Spinoza holds not only that the existence of things must be explained, but also that the coherence, or incoherence, of their essences (what others would call their possibility) must be explained. Similarly, the essences of things must also have a cause. Adaptable
- 57. 57 Building Foundations | Mapping Core Tenets
- 58. 58 Building Foundations | Mapping Core Tenets
- 59. 59 Building Foundations | Mapping Core Tenets Main Question Expansion Enabling Question Expansion Student Response Student Response Covered Student ResponseCovered Student Question
- 60. 60 Main Question Expansion Enabling Question Expansion Student Response Student Response CoveredStudent Question Student ResponseCovered G P G A M M A M Building Foundations | Mapping Core Tenets
- 61. !!! 61 that reminds me of that Descartes theory on existence Yes! I think you're thinking of Cogito Ergo Sum if you want to refresh your memory. coool. i have to go i’m kinda tired Close the chat and take a break! I’ll be here when you need me. thanks, it’s nothing personal
- 63. “For a songwriter, you don't really go to songwriting school; you learn by listening to tunes. And you try to understand them and take them apart and see what they're made of, and wonder if you can make one, too.” Tom Waits 63 Active Listening | Dynamic Voice and Tone
- 64. 64 ?! Active Listening | Personas … ✓
- 65. 65 Active Listening | Personas
- 66. 66 Fear Anger Confidence Active Listening | Dynamic Voice and Tone i literally hate this chapter, i can’t remember all the names of these old dudes
- 67. 67 Active Listening | Dynamic Voice and Tone i literally hate this chapter, i can’t remember all the names of these old dudes Sometimes memorization is the hardest part, Sofia! Here’s an acronym for the main philosophers who expanded the PSR: Laura (Leibniz) Danced (Descartes) Around (Archimedes) Seattle (Spinoza) awesome, thanks. ok let’s keep going then— some of these look familiar! Personable Motivating Genuine Adaptable
- 68. 68 Repeating Repeating the message using exactly the same words used by the speaker Paraphrasing Rendering the message using similar words and similar phrase arrangement to the one used by the speaker Reflecting Rendering the message using your own words and sentence structure Carl Rogers, Richard Farson “Communicating in Business Today”, 1987 Active Listening | Reflective Responses
- 70. Meaningful Conversations | Shifting to Meaning 70
- 71. 71 Meaningful Conversations | Shifting to Meaning
- 72. 72 Meaningful Conversations | Shifting to Meaning
- 73. 73 Meaningful Conversations | Shifting to Meaning Pam Pavliscak MEANING purpose, potential, creativity, challenges IDENTITY confidence, achievement, respect CONNECTION intimacy, family, friendship, community, participation TRUST privacy, transparency, control, governance, access BASICS functional, easy to use, reliable
- 74. 74 Meaningful Conversations | Shifting to Meaning Pam Pavliscak MEANING purpose, potential, creativity, challenges IDENTITY confidence, achievement, respect CONNECTION intimacy, family, friendship, community, participation TRUST privacy, transparency, control, governance, access BASICS functional, easy to use, reliable
- 75. 75 Meaningful Conversations | Meaningful Relationships Meaningful Convers Active ListeningEstablishing Context Building Foundations Meaningful Relationships
- 76. 76 Meaningful Conversations Active ListeningEstablishing Context Building Foundations Meaningful Relationships Meaningful Conversations | Meaningful Relationships
- 77. 77 Meaningful Conversations | Kernels of Truth The most powerful use of AI in conversation is creating a meaningful relationship. We can’t design a meaningful relationship without a strategy for voice and tone.
- 78. “Conversation is a meeting of minds with different memories and habits. When minds meet, they don’t just exchange facts: they transform them, reshape them, draw different implications from them, engage in new trains of thought. Conversation doesn’t just reshuffle the cards: it creates new cards.” Theodore Zeldin Conversation, 1998 78
- 79. Thank you! 79 Milena Pribic UX Designer — hello@milena.io #kernelsoftruth linkedin.com/in/milenapribic @milenapribic @ibmeducation
Editor's Notes
- Thx IBM V&T evolution, smarter agent
- Imagine Nick + Patti Started w/ basics Ended - heavy themes
- Now replace them with a computer program designed to simulate conversation with human users THAT is the definition of a CHATBOT and whats staring you in the face How it would go
- Deflated Not picking up what i’m putting down “You know what I mean” Missing potential
- Natural conversation for granted IRL we riff off each other, we use inflections in our voice…
- We HAVE to design conversation Voice - personality descriptors Tone - how that personality shifts according to different situations
- V&T keeps us engaging Meaningful convo - sharpens/ shifts focus moving fwd How to get to kernel of truth
- So I can have a convo like this
- Future Need a way to get there
- Meaningful conversation design Same principles that building all meaningful relationships follows Establishing context: “particulars, unique needs” Building foundations, positioning yourself: THIS TAKES A WHILE, we need to know who we are before we try understanding who other people are, learning how THEY speak and how we can SPEAK TO THEM Active listening: “Allowing yourselves to learn from each other, embracing the ebb and flow you find in natural conversation” Meaningful conversation: attainable, but at this point - our holy grail “Changes how we think and approach topics, asking better questions of each other, each party grows through the relationship”
- Evolution of voice and tone takes time Biggest myth - plug and play Machine learning- more interactions, smarter we get (gif Madam Satan)
- Road trip chasing kernels of truth, meaningful interactions V&T is car
- Where your conversations live
- Cognitive learning solution with one of the biggest textbook companies in the world Guess? Large amounts of information Builds skills like communication and problem solving Need for one on one interaction and personalization Teacher or professor that’s had an influence
- Focus voice and tone on a relationship rather than just a single OUTCOME. Passed quizzes, the As, all important but How we can affect the WAY students learn? How do students *want* to learn? Let’s look at what type of chatbot can allow for this type of complexity
- • Kris Hammond’s definition of the 5 types of chatbots 1st three types most common: some are pure fun, specific set of questions they can answer (or not), some scrub through info for you and save you time 3 more hours But talk is about facilitating conversations that improve on outcomes AND process
- • So let’s look at the last two…
- Understanding of the task and an ability to track what happens around it. Entails PROVIDING meaningful information but DOING SO in a meaningful way. Textbooks and curriculums and exams… Can’t regurgitate and expect a student to engage with it
- Unbiased process around something so nebulous We can’t run before we walk— dialog flows, set principles for voice and tone, and mapping principles into our interactions
- ALL INTERACTIONS SHOULD HAVE A SPECIFIC FOCUS AND PURPOSE. QUESTION - a RESPONSE looking for two specific points- and here a potential for an ASSISTIVE QUESTION if the user doesn't quite get it. Ask multiple questions if the user can't get it after their first hint Allow for a student to ask US questions - otherwise it’s not really a conversation A lot more complex than this chart and it’s already getting a little
- ALL INTERACTIONS SHOULD HAVE A SPECIFIC FOCUS AND PURPOSE. QUESTION - a RESPONSE looking for two specific points- and here a potential for an ASSISTIVE QUESTION if the user doesn't quite get it. Ask multiple questions if the user can't get it after their first hint Allow for a student to ask US questions - otherwise it’s not really a conversation A lot more complex than this chart and it’s already getting a little
- ALL INTERACTIONS SHOULD HAVE A SPECIFIC FOCUS AND PURPOSE. QUESTION - a RESPONSE looking for two specific points- and here a potential for an ASSISTIVE QUESTION if the user doesn't quite get it. Ask multiple questions if the user can't get it after their first hint Allow for a student to ask US questions - otherwise it’s not really a conversation A lot more complex than this chart and it’s already getting a little
- ALL INTERACTIONS SHOULD HAVE A SPECIFIC FOCUS AND PURPOSE. QUESTION - a RESPONSE looking for two specific points- and here a potential for an ASSISTIVE QUESTION if the user doesn't quite get it. Ask multiple questions if the user can't get it after their first hint Allow for a student to ask US questions - otherwise it’s not really a conversation A lot more complex than this chart and it’s already getting a little
- Reasonably deep understanding of AI Guts of the system. Designed conversation- core logic to it that as designers we need to understand
- Reasonably deep understanding of AI Guts of the system. Designed conversation- core logic to it that as designers we need to understand
- Reasonably deep understanding of AI Guts of the system. Designed conversation- core logic to it that as designers we need to understand
- Start with a skeleton before we dive into anything fleshy. How to humanize? Start is by looking at Celeste Headlee’s list of things to keep in mind when speaking with someone. [Go through list] Basic UX principles that can apply to this niche of conversation design So with that in mind
- Core tenets guide us LIFEBLOOD of process Examples are experimental, constantly being worked on in the labs Subject to reflection and iteration but always present
- Sticky notes at IBM if you cant tell Asking/observing students with tutors. Asking coworkers
- Not going to guess at this and get it, we don’t waste time, we go directly to the user Just BE COOL, don’t try too hard to impress Looks too easy, you’re doing it right
- Secondary research Mailchimp golden child of V&T. Meta embodiment User-centric- importance of words shaping how users feel (rather than what they think or know)
- Tenets encapsulate student’s core needs AND allow us to put down roots for our humanizaton/ personality
- - Personable - friendly, open and comfortable Student first starts interacting with us, we are strangers We’re there to help
- Important especially with struggling students/bored with what they’re needing to review Constructive and clear about progress Grading RESPONSES not the STUDENT
- “buffer” misclassifications on our end with the correct language Give and take - being totally honest about capabilities/ faults/potential
- Tech perspective and a business perspective Domain specific Separating ourselves from the material (communicate successfully in different situations) Deets: tie to specific situations. Might really push genuine in one situation, not forgetting the others
- read out slide
- we have to open on a happy note using emojis may seem arbitrary and is something that should definitely be contextualized and researched but it’s not like the student can see our face so it’s a nice way to portray a feeling we’re here FOR the student and we make that clear from the outset by telling them they can ask us questions and that its ok to ask for help
- we have to open on a happy note using emojis may seem arbitrary and is something that should definitely be contextualized and researched but it’s not like the student can see our face so it’s a nice way to portray a feeling question itself is straightforward we’re here FOR the student and we make that clear from the outset by telling them they can ask us questions and that its ok to ask for help
- jokes are cool too! poking fun where it’s appropriate
- that need to stay engaging is very important here, this is where you lose students in general - maybe a topic is boring or they're just not getting we can reel them back in with a hint question AND let them know it’s not ok to know everything because..
- that need to stay engaging is very important here, this is where you lose students in general - maybe a topic is boring or they're just not getting we can reel them back in with a hint question AND let them know it’s not ok to know everything because..
- that need to stay engaging is very important here, this is where you lose students in general - maybe a topic is boring or they're just not getting we can reel them back in with a hint question AND let them know it’s not ok to know everything because.. open about progress
- that need to stay engaging is very important here, this is where you lose students in general - maybe a topic is boring or they're just not getting we can reel them back in with a hint question AND let them know it’s not ok to know everything because..
- that need to stay engaging is very important here, this is where you lose students in general - maybe a topic is boring or they're just not getting we can reel them back in with a hint question AND let them know it’s not ok to know everything because..
- neither do we! welcome to my favorite principle by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- neither do we! by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- neither do we! by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- neither do we! by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- neither do we! by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- neither do we! by embodying the “genuine” principle, we’re owning up to our mistakes, making it clear to our user that we’re learning from their responses
- and it goes back to that mutual understanding that machine learning takes time
- by saying “let’s dig a little deeper” or “we’re going to get a little more specific” we can shift away from the current topic we’ve introduced and can separate ourselves from this content we're adding we’re separating ourselves from the content visually [adding another fill in the blank example to this] and here we’re approaching a problem from another angle, allowing ourselves to present an activity and still keep a back and forth going
- by saying “let’s dig a little deeper” or “we’re going to get a little more specific” we can shift away from the current topic we’ve introduced and can separate ourselves from this content we're adding we’re separating ourselves from the content visually [adding another fill in the blank example to this] and here we’re approaching a problem from another angle, allowing ourselves to present an activity and still keep a back and forth going
- by saying “let’s dig a little deeper” or “we’re going to get a little more specific” we can shift away from the current topic we’ve introduced and can separate ourselves from this content we're adding we’re separating ourselves from the content visually [adding another fill in the blank example to this] and here we’re approaching a problem from another angle, allowing ourselves to present an activity and still keep a back and forth going Move past all the moments that WE miss the mark or our user, in my case on the Watson Ed team a student, misses a question we may be asking Repair the conversation if it breaks down and we have to keep moving to get to that invaluable point of self-reflection
- OK to be granular: positioning/est foundations is an experimentation phase. Seeing how specific phrases come off/ what doesn’t work in designed convo that does in natural convo How we test subjectively
- It’s okay to be granular: positioning is an experimentation phase. It’s all about seeing how specific phrases come off and seeing what just doesn’t work in designed conversation that does in natural conversation How we test
- If you understand what works in specific interactions to stay engaging and constructive..
- Patterns/nuances— thinking strategically about big picture
- student 36 Thanks it’s not personal meant so much The FLOODGATES OF INFLUENCE OPEN FOR US with little moments like this trying to COMMUNICATE, third wall is broken direct acknowledgment, sentimentality.. it’s like watching a budding relationship in real time So now we know how to speak.. Foundations are set, we have a positive initial impact, a good rapport, we’re understanding the basic dynamics of our relationship..
- Now that we have this direct line of communication, we want to be as agile and responsive as possible We can deepen the purpose behind voice and tone as our technology is getting better w/ personas and sentiment analysis
- I love how applicable this Tom Waits quote is. This whole process if beautifully exploratory and there’s this really wonderful giving way to human interaction and learning from it in an organic and genuine way.
- As time goes on, getting more specific — because we can: Recognize and address different use cases. Different ways we’d speak to students struggling or students on track… Versus a Student doing exceptionally well. We know who you are and what you’re good at Not necessarily one conversation fits all — how do we tailor our voice and tone to make all of them feel equally supported?
- Different perspectives and personalities for the agent Example of student who wanted a sassy tutor… Able to use voice and tone differently for different personas, still insinuating users coming in “packages”/ scenarios Have the bandwidth to listen to specific needs for each persona, maybe ready to push it further
- Sentiment analysis gives us “real time flexibility— truly personalized
- Active listening is proactive Acknowledge an emotion and we can pivot immediately instead of waiting for them to get questions wrong Dynamic voice and tone better parallels actual conversation Onus is also on LISTENING BETTER Listening is cornerstone of all meaningful conversation..
- Future for machine learning where we start REFLECTING on responses. Repeating is OK Paraphrasing- filtering conversation for meaning Understanding the nuances behind what a student says, like when I do the “you know what I mean” thing and Chris knows what I mean. Reading between the lines so they can see a subject in a slightly different way. Those little shifts add up in a big way: a more wholesome view of a topic or a subject. Maybe we start relying on more open ended questions to encourage reflection. Would be cool to talk about philosophy in a more philosophical way…
- V&T carries us through to MEANINGFUL CONVERSATION. Meaningful conversation with each other opens the door for so many new ways to learn: about a each other, about ourselves
- Brandon Stanton on getting people to open up Energy you bring to a conversation - not chillest thing to bring up for AI But also a key to success is LETTING THE PERSON HE’S SPEAKING WITH SET THE TONE Good practice for all meaningful conversations. Especially for us - no choice
- Like any relationship, sometimes more give and sometimes more get Ebb and flow to all conversations and relationships Document of strings we use at Watson Education
- Living document because it’s always changing and growing with our conversations
- What we’re REALLY doing when we’re focusing on the WAY we communicate using voice and tone, is facilitating this shift towards emotional intelligence as drawn out by Pam Pavliscak (who is also speaking at SIC) Building this practice of communicating effectively to our users so that eventually we can get to MEANING which encapsulates that potential we’re working to expose in our work
- REALLY doing when focusing on the WAY we communicate is facilitating shift towards EI as drawn out by Pam Pavliscak (also speaking at SIC) Practice communicating effectively so that eventually we can get to MEANING which encapsulates potential we’re working to expose Kernel
- Meaningful conversations give us our meaningful relationships . All these experiences are really serving to build a meaningful relationship Open up our horizons even more Someday students will have fond memories from their experiences learning from a machine that was once just learning too And It’s designing for this relationship - not for short-term outcomes- that gives us the platform to really design the future
- Meaningful conversations give us our meaningful relationships . All these experiences are really serving to build a meaningful relationship Open up our horizons even more Someday students will have fond memories from their experiences learning from a machine that was once just learning too And It’s designing for this relationship - not for short-term outcomes- that gives us the platform to really design the future
- Kernel of truth I want you to take away from this: Meaningful conversations allow us to self reflect and ask better questions of each other. They’re focused and important — meaningful relationships amplify how many areas and topics we can have those conversations about. So if THE BEDROCK OF MEANINGFUL RELATIONSHIPS IS GOOD CONVERSATION, then the bedrock of good conversation for AI is voice and tone. What does a meaningful conversation mean to YOUR user? what does a meaningful RELATIONSHIP look like with your product? How will AI change it?
- leave you with this quote
- TY / forgot biz cards