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Conversational UI
Cross-Cultural UX
Ultan O’Broin
Senior Director
Oracle Applications User Experience
July 2017
Design and Production Considerations and Challenges
of AI-based Computing
(aka “Just When We Thought We Were Done”)
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Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Disclaimer: #OracleEmp. All views expressed and/or shown in this presentation are the responsibility of the
presenter, Ultan O’Broin. They may not reflect Oracle’s policy.

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About Ultan O’Broin
• Senior Director Oracle Applications User
Experience, EMEA and APAC
• Outbound partner and sales UX enablement
• Design patterns, patents, UX accelerators
• MultilLingual Magazine Editorial Board
• UX, L10n, I18n (ORCL, MSFT)
• Writer, Blogger, Chatbots Magazine and
Planeta Chatbot, MultiLingual
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4.
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Conversational UI (CUI) Design for the Enterprise
• Business process asks and tasks
• Simplicity of intent
• Multi-role users
• Multi-generational use
• Mobility, cloud hand-offs
• Contextual awareness
• Data security
• Internationalization and localization
• Accessibility
• Extensibility

5.
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Intent Discovery: Research in the Wild and in Labs
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imaginBank: A Bank for Millennials
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Utterances: AI NLP Support – Languages and Domain
• API.AI: Brazilian Portuguese, Chinese English,
Dutch, French, German, Italian, Japanese, Korean,
Portuguese, Russian, Spanish, and Ukrainian.
• Microsoft Language Understanding Intelligent
Service (LUIS): English, French, Italian, German,
Spanish, Brazilian Portuguese, Japanese, Korean
and Chinese.
• RECAST.AI: French, English, and Spanish.
• Domains? Consumer v Enterprise corpus
Source: Master of Code – Viktoria Tymoshchuk https://masterofcode.com/blog/creating-best-ai
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Ye Olde Language Challenges and Processing
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Ye Olde Language Challenges and Processing
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Now come ‘new’ UX challenges
• Cultural theory and interaction
• Bot personality
• Gender, names …
• Sentiment, emotion
• Surrounding chit-chat
• Pop references, time sensitivity
•  Emojis as a language.
Which ones? What order?
• Is AI the ultimate UX challenge?
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11.
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As Always: Context Trumps Content
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Global UX CUI Best Practices
• Research user intent globally
• Reflect context of use locally
• Choose platforms that supports language
and domain, learns, trainable.
• Domain terminology, tone, style.
• Pick a translation vendor with domain and locale UX experience.
• Write complete strings, and provide scripts of content context.
• Care with graphics, images, humor, emojis, etc: Editable or replaceable.
• I18n: characters sets, text processing, reading & writing direction, language detection, locale
support: Unicode, International Components for Unicode libraries, XLIFF, etc.
• Multilingual architecture for adding conversations and languages later.
• Create glossaries of terms, synonyms, slang, abbreviations, etc.
• Apply design review, heuristics and then usability test in context before production.
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13.
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Blogs.oracle.com/OAUX
OAUXCloud on Facebook
Twitter: @oauxcloud
OAUX on LinkedIn
Connect with OAUX

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Other References
•MultilLingual: www.multilingual.com
•Chatbots Magazine: Chatbotsmagazine.com
•Planeta Chatbot: Planetachatbot.com (Spanish)
•Hofstede's cultural dimensions theory (Wikipedia)
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