kernels of truth: voice and tone for ai conversation | seattle interactive 2017
TRANSCRIPT
Kernels of Truth: Voice and Tone for AI Conversation—Milena PribicUX DesignerIBM
#kernelsoftruth@milenapribic
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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?
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natural
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designed
“…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 TurkleConnected, but alone? (TED), 2012
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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
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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.”
Meaningful Conversations
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Phases of Conversational AI Design
Active ListeningEstablishing Context
Building Foundations
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Meaningful Conversations
Active ListeningEstablishing Context
Building Foundations
Phases of Conversational AI Design
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EstablishingContext
Establishing Context
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Establishing Context | AI in Education
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Establishing Context | AI in Education
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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
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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
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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
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BuildingFoundations
Building Foundations
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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
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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
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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
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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
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Building Foundations | Dialog Flows
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Building Foundations | Dialog Flows
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Building Foundations | Dialog Flows
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Building Foundations | Dialog Flows
Celeste Headlee10 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.
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Establishing Core Tenets | Foundational Positioning
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Building Foundations | Establishing Core Tenets
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Building Foundations | Establishing Core Tenets
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Building Foundations | Establishing Core Tenets
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Building Foundations | Establishing Core Tenets
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Building Foundations | Establishing Core Tenets
1. Personable
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Building Foundations | Establishing Core Tenets
2. Motivating
1. Personable
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Building Foundations | Establishing Core Tenets
3. Genuine
2. Motivating
1. Personable
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Building Foundations | Establishing Core Tenets
3. Genuine
2. Motivating
1. Personable
4. Adaptable
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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
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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
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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
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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
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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
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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
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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
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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
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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
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?
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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
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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
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
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
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
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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 🙌!
Our reasoning is based on two principles
______ and ______ .
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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 🙌!
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Building Foundations | Mapping Core Tenets
Genuine
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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
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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
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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
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Building Foundations | Mapping Core Tenets
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Building Foundations | Mapping Core Tenets
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Building Foundations | Mapping Core Tenets
Main Question Expansion
Enabling Question
Expansion
Student Response
Student Response
Covered
Student ResponseCovered
Student Question
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Main Question Expansion
Enabling Question
Expansion
Student Response
Student Response
CoveredStudent Question
Student ResponseCovered
GP
G
AM
M
A
M
Building Foundations | Mapping Core Tenets
!!!
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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
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ActiveListening
Active Listening
“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
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Active Listening | Dynamic Voice and Tone
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?!
Active Listening | Personas
… ✓
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Active Listening | Personas
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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
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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
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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
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MeaningfulConversations
Meaningful
Conversations
Meaningful Conversations | Shifting to Meaning
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Meaningful Conversations | Shifting to Meaning
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Meaningful Conversations | Shifting to Meaning
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Meaningful Conversations | Shifting to Meaning
Pam Pavliscak
MEANINGpurpose, potential,
creativity, challenges
IDENTITYconfidence, achievement, respect
CONNECTIONintimacy, family, friendship, community, participation
TRUSTprivacy, transparency, control, governance, access
BASICSfunctional, easy to use, reliable
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Meaningful Conversations | Shifting to Meaning
Pam Pavliscak
MEANINGpurpose, potential,
creativity, challenges
IDENTITYconfidence, achievement, respect
CONNECTIONintimacy, family, friendship, community, participation
TRUSTprivacy, transparency, control, governance, access
BASICSfunctional, easy to use, reliable
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Meaningful Conversations | Meaningful Relationships
Meaningful Conversations
Active ListeningEstablishing Context
Building Foundations
Meaningful Relationships
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Meaningful Conversations
Active ListeningEstablishing Context
Building Foundations
Meaningful Relationships
Meaningful Conversations | Meaningful Relationships
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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.
“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 ZeldinConversation, 1998
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Thank you!
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Milena Pribic
UX Designer
—
#kernelsoftruth
linkedin.com/in/milenapribic
@milenapribic
@ibmeducation