my bot has a personality disorder

My bot has a personality disorder

@TessFerrandez

@TessFerrandez

@TessFerrandez

@TessFerrandez

@TessFerrandez

Can all apps be bots?

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@TessFerrandez

@TessFerrandez

@TessFerrandez

{ Your Code }

AI

BotConnector

APIs

BotFramework

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Designing bots

@TessFerrandez

TYPE TALK TAP

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Short, frequent interactionsLight data entry/consumption

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Designing a bot is very similar to designing an app

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Goals and Scenarios

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@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?

Haircutters:Less time on the phoneCustomers:Less time on hold

@TessFerrandez

Make an appointment

Learn about our services

Learn about our locations

@TessFerrandez

Hairy Harry, the Happy Scissors Bot

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Navigation

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A bot with a Turing complex

Help the user discover

Help the user find the way

Help the user navigate quicker

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Mr. Clueless

UI Design

@TessFerrandez

Apps and Websites

@TessFerrandez

Layout -> Interaction -> Visual -> Motion

Bots

@TessFerrandez

Conversational Flow -> Conversational UI -> Copy

Conversation Flow:Layout and high-level structure of the conversation

@TessFerrandez

Conversation Flow

Walk through the user scenarios

Focus on the structure

DON’T focus on copy

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Conversation UI

@TessFerrandez

Conversation UI:Layout, interaction, visual, motion design of the dialogue

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The bot is always asking questions

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Ask the fewest number of questions possible

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Sir AskALot

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The captain obvious bot

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

UI Controls

@TessFerrandez

markdown text buttons

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Hero card Animation card Video card

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Receipt card Sign-in card

Adaptive cards

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Conversation Design Principles

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understood understand learn/remember

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understood

Be concise, concise and more concise

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Break up longer messages ...and minimize scrolling

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Ask close-ended questions

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Be clear with open-ended questions

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understand

@TessFerrandez

Humans are unpredictable

Support as many data formats as possibleMay 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today, Next Week

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Validate every replyType, Content, Format

@TessFerrandez

The mysterious bot

Design Do not understand

@TessFerrandez

Hairy Harry doesn’t understand

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?

@TessFerrandez

Be ClearWhy?What?

Try again3 times

allow re-start

Human hand-off

Mr. Stubborn

learn/remember

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@TessFerrandez

Learn from conversationsLearn from account/loginMake it clear what you know andwhy

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The bot that can’t forget

Copy

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Mr. Two-faced

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Personality:Match your brandFormal or Casual

Emojis ?

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Talk directly to the userDon’t be robotic

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But... What about the smarts?

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LUIS

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Cognitive Services – Text Analytics

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Cognitive Services – Face API

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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

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

Resources

https://dev.botframework.com/Getting Started

https://github.com/Microsoft/BotBuilder-Samples

@TessFerrandez

My bot has a personality disorder

@TessFerrandez

@TessFerrandez