Chatbots - a new hope?

A NEW HOPECHATBOTS

Experience And Commerce As Conversation

presented by @derscharni & @aNo_nym

Xwings: http://www.starwarsnewsnet.com/wp-content/uploads/2015/11/xwing-formation.jpg

Jens Scharnetzki @derscharni

Arno Karrasch @aNo_nym

CHAT BOTS #UXCW16@aNo_nym @derscharni

Meanwhile in the past

Video. See the app here: http://playdosgamesonline.com/dr-sbaitso.html

http://www.theverge.com/a/luka-artificial-intelligence-memorial-roman-mazurenko-bot

https://replika.ai/

Messenger will be the most important

platform in digital ecosystems

Push of key players (Facebook, Microsoft,

Amazon, Apple, ...)

Various supplementary technologies ready for

the market

High Relevant touchpoint for direct

customer communications for

companies

Amazon, Apple, ...)

the market

companies

https://www.youtube.com/watch?v=FQn6aFQwBQU

Gentlemen, start your engines …"What we’re trying to build with bots are rich conversational experiences. That’s what we believe will be the future of interactions and services.“ David Marcus, vice president of messaging products at Facebook

"This years killer app will be your notification screen.“ Leo Burnett Preview 2016

„What is you name and what does your bot do?“ Most popular introductory question in silicon valley right know.

"All technology we build has to be more inclusive and respectful“ Satya Nadella, chief executive officer of Microsoft Corp.

„Conversation as a platform.“ Satya Nadella, chief executive officer of Microsoft Corp.

„Facebook’s Messenger Bot Store could be the most important launch since the App Store Techcrunch

„10000+ Developers are working on bots!“ Facebook announcement

Users are moving … machines too!

company overview

Invests & Startups

Buzzword Definition

Conversational Commerce

Machine learning

Conversation as a platform

product- / service ontology

Uncanny valley

Usecases

https://vimeo.com/174790467

Usecases

Entertainment & News Topics• News about my music, actor, game. • Film- or game-character in a chat. • automated music feeds • …

Conversational Commerce• Entry Point in decision journey • Book/Buy quick offers • get local based vouchers • Price tracker for platforms • …

Usecases

Social & IoT Bots• Answering Machine 4.0 • Curating the own data & devices • Own concierge • …

Corporate Assistants

• Business Trip Setup • Information Curation • PIM 6.0 • …

What does it mean for UX?

The Interface Evolution

CLI GUI NUI NoUIXOmnichannelPC / mobilePC

New Interaction Patterns?

Reduced to the minimum vs a network of micro services.

Consider and think about!

• What is the usability or desirability of a dialogue?

• Changed interaction paradigm: Orientation without visuals clues!

• Will user behavior change so that they demand conversational elements in classic UI?

The return of the Information Architect

ECommerceCommunities

Workspace Services

IoTContent

NetworksAI & Machine Learning

UX ingredients for a perfect bot

Knowledge Customer Context

Empathy Listen, understand & learn know your customer create new services, exceed expectations

Personality Trustworthiness Tonality (Speak & satisfy) "Sense of humor" Teamplay "Brand of Voice“

Smartness intelligence networking

Key indicators Performance Quality / Process Purpose

UX Methods to develop a great CUX

Tools up to date?

Customer Journey

Usability Test

Brand and Logo

Wireframes

Sitemap

AB testing… still the right weapons?

Create a Botsona

• The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd

UX Tools recommendations Act before you think ;)

• Collect some ideas around the desired dialog.

• act it, based on these ideas (and some suddenly new ones)

• document the findings, start with the conceptual work.

• easy and cheap, a tin foil head is funny bit not necessary!

Tools recommendations

• You can test your findings in a standard chat app and „act“ it inside the app to check what the experience is like.

• You can invite some „lurkers“ to get first opinions.

• easy and cheap … too

Wizard of Oz -> in a chat app

How to start without coding Tools recommendations

• Chatfuel: Facebook Bot builder https://chatfuel.com/

• Botsify: https://botsify.com/

• BotSociety: Bot prototyper https://botsociety.io/

• Motion.ai: Bot builder https://www.motion.ai/

• FlowXo: Business Messenger https://flowxo.com/

Are bots a new hope?

• The bot recruited as a part of your team!

• The bot as a housekeeper at home!

• The bot as a consultant and salesperson!

• The bot as personal companion!

• The bot …… gets smarter and smarter ….

Are bots a new hope? For UX people?

Age of atomic service design!!

More human centered as ever!

THANK YOU!

A NEW HOPECHATBOTS

any questions?http://www.wired.com/wp-content/uploads/2014/05/o-STAR-WARS-facebook.jpg http://www.wired.com/2014/05/video-analysis-of-an-exploding-death-star/

Sources

• The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd • Bot Landscape: https://www.vbprofiles.com/l/bots • Technology roadmap of IoT: http://marketbusinessnews.com/internet-things-iot/43751 • Timeline of technologies: http://infographicjournal.com/wp-content/uploads/2015/01/EmergingScienceTech.gif • How to add Skype bots: https://support.skype.com/en/faq/FA34646/what-are-skype-bots-and-how-do-i-add-them • Chatbot Ecosystem: http://static4.businessinsider.com/image/577e780f88e4a7d9068b6685-960/

bii%20chatbot%20ecosystem.png • The „Diss“-Bot for obnoxious daters: Ghost http://www.thememo.com/2016/07/04/ghostbot-burner-ghostbot-ghosting-app-dating-

apps/ • Replika, and the story behind: http://www.theverge.com/a/luka-artificial-intelligence-memorial-roman-mazurenko-bot

The Notes

A NEW HOPECHATBOTS

presented by @derscharni & @aNo_nym

Xwings: http://www.starwarsnewsnet.com/wp-content/uploads/2015/11/xwing-formation.jpg

Jens Scharnetzki @derscharni

Arno Karrasch @aNo_nym

Meanwhile in the past

Video. See the app here: http://playdosgamesonline.com/dr-sbaitso.html

Bots are not that new! As a chat, existing since 1964, and we faced a lot of bots, assistants and apps since this time. And there were of course some disappointing experiences…

http://www.theverge.com/a/luka-artificial-intelligence-memorial-roman-mazurenko-bot

https://replika.ai/

And today, there is a lot work to create a properly working service for the daily life! We have to orchestrate technology, content, context ….Examples:Tay, the AI from Microsoft at twitter which went crazyReplika, a bot which learn about you to be after some time as you. The idea was born, when a developer created a bot to simulate the died boy friend …

Amazon, Apple, ...)

the market

companies

The time to think about is now! Here are the reasons.

The messenger seems to be the killer app. User behavior is changing!

Amazon, Apple, ...)

the market

companies

The time to think about is now! Here are the reasons.

https://www.youtube.com/watch?v=FQn6aFQwBQU

The promotion video for Amazon Echo shows, how powerful conversational contexts might be!Watch the video: https://www.youtube.com/watch?v=FQn6aFQwBQU

Gentlemen, start your engines …"What we’re trying to build with bots are rich conversational experiences. That’s what we believe will be the future of interactions and services.“ David Marcus, vice president of messaging products at Facebook

"This years killer app will be your notification screen.“ Leo Burnett Preview 2016

„What is you name and what does your bot do?“ Most popular introductory question in silicon valley right know.

"All technology we build has to be more inclusive and respectful“ Satya Nadella, chief executive officer of Microsoft Corp.

„Conversation as a platform.“ Satya Nadella, chief executive officer of Microsoft Corp.

„Facebook’s Messenger Bot Store could be the most important launch since the App Store Techcrunch

„10000+ Developers are working on bots!“ Facebook announcement

Some thoughts from outside the building.

Hype Cycle: We can expect amazing technology as common service

Users are moving … machines too! Users move away from apps. they demand relevant micro services. So, the chat might be a very important entry point for customer journeys. Or more.App fatigue: 65% of users don’t download new apps!

company overview Many mayor messengers launch bots or bot-kits: Telegram 100M users, KIK with 200M users, Skype with 600M users and Facebook with 800M users. They all try to buildup bot stores.

Invests & Startups Slack Is Investing $80 Million in Slack Bot Startups

Buzzword Definition

Conversational Commerce

Machine learning

Conversation as a platform

product- / service ontology

Uncanny valley

https://en.wikipedia.org/wiki/Chatterbothttps://en.wikipedia.org/wiki/Natural_language_processinghttps://de.wikipedia.org/wiki/Uncanny_Valleyhttps://en.wikipedia.org/wiki/Ontology_(information_science)https://en.wikipedia.org/wiki/Machine_learninghttps://en.wikipedia.org/wiki/Artificial_intelligence

Usecases

https://vimeo.com/174790467

https://vimeo.com/174790467Today people search a lot to get their specific job done. Today, the first step is a search to find options, information or products.Conversational commerce offers direct access to human experts, intelligent assistants and integrated services with high relevance.

Usecases

Entertainment & News Topics• News about my music, actor, game. • Film- or game-character in a chat. • automated music feeds • …

Conversational Commerce• Entry Point in decision journey • Book/Buy quick offers • get local based vouchers • Price tracker for platforms • …

Entertainment & News TopicsFacebook Messenger: Spock,

Conversational CommerceSentinal (FbM Price Tracker), Kayak booking bot (Slack)

Usecases

Social & IoT Bots• Answering Machine 4.0 • Curating the own data & devices • Own concierge • …

Corporate Assistants• Business Trip Setup • Information Curation • PIM 6.0 • …

Tangowork Chatbot

What does it mean for UX?

The Interface Evolution

CLI GUI NUI NoUIXOmnichannelPC / mobilePC

CLI->GUI->NUI no noui

From DOS PC to Tablet to Omni-Interface

And we think, that there ist always an UI as long, as the user is existing! ;)

New Interaction Patterns?

Can you convert a booking website to a dialog based service?Not that easy!! Conversational UX is another kind of conceptual architecture.

Reduced to the minimum vs a network of micro services.

Microinteractions and shortcuts vs. app based dialog platform.

Consider and think about!

• What is the usability or desirability of a dialogue?

• Changed interaction paradigm: Orientation without visuals clues!

• Will user behavior change so that they demand conversational elements in classic UI?

So we have to change some aspects of our work? The KPI’s? Yes, we have to.

The return of the Information Architect

ECommerceCommunities

Workspace Services

IoTContent

NetworksAI & Machine Learning

The return of the Information ArchitectContent is King as usual, but the kingdom has changed!Teach your bot to listen and to learn!

UX ingredients for a perfect bot

Knowledge Customer Context

Empathy Listen, understand & learn know your customer create new services, exceed expectations

Personality Trustworthiness Tonality (Speak & satisfy) "Sense of humor" Teamplay "Brand of Voice“

Smartness intelligence networking

Key indicators Performance Quality / Process Purpose

UX Methods to develop a great CUX

More conversation! More user centric!

Markets are still conversations! So we go native now!

Tools up to date?

Customer Journey

Usability Test

Brand and Logo

Wireframes

Sitemap

AB testing… still the right weapons?

Customer Journey channel: Flipchart sketch.

Create a Botsona

• The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd

Think about the Bots Persona! Who is the tonality? How is it representing me/our brand?Chat bot is an touchpoint for all servicesNew User in Town:Persona for the Bot:create a „Botsona“Service Blueprint for the needed Resources

UX Tools recommendations Act before you think ;)

• Collect some ideas around the desired dialog.

• act it, based on these ideas (and some suddenly new ones)

• document the findings, start with the conceptual work.

• easy and cheap, a tin foil head is funny bit not necessary!

Emphaty: Watch the conversations, which are already existing!

Acting might help you to get closer to the users tasks and needs. It’s a great tool for first concept thoughts and get into the right mood.

Tools recommendations

• You can test your findings in a standard chat app and „act“ it inside the app to check what the experience is like.

• You can invite some „lurkers“ to get first opinions.

• easy and cheap … too

Wizard of Oz -> in a chat app As seen in Startups: Function before automatization

How does it feel in a chat? You can test it with a real person, who simulates the needed smartness of you bot.

How to start without coding Tools recommendations

• Chatfuel: Facebook Bot builder https://chatfuel.com/

• Botsify: https://botsify.com/

• BotSociety: Bot prototyper https://botsociety.io/

• Motion.ai: Bot builder https://www.motion.ai/

• FlowXo: Business Messenger https://flowxo.com/

As seen in Startups: Function before automatization

How does it feel in a chat? You can test it with a real person, who simulates the needed smartness of you bot.

Are bots a new hope?

• The bot recruited as a part of your team!

• The bot as a housekeeper at home!

• The bot as a consultant and salesperson!

• The bot as personal companion!

• The bot …… gets smarter and smarter ….

There are very much opportunities. Topics for tomorrow!

Are bots a new hope? For UX people?

Age of atomic service design!!

More human centered as ever!

Accurate design of microjourneys and orchestration of the whole customer experiencethe final end of a flat channel view on a customer or a company -> Shift to a network of micro services -> cause the mental model of communication is stone old —> High Expectation on the user side how what should be possible in chat

How is H2H2M? How is H2M2M? (if a competitor is talking too?)

Conversational Product & Service onthologies.

THANK YOU!

A NEW HOPECHATBOTS

any questions?http://www.wired.com/wp-content/uploads/2014/05/o-STAR-WARS-facebook.jpg http://www.wired.com/2014/05/video-analysis-of-an-exploding-death-star/

Sources

• The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd • Bot Landscape: https://www.vbprofiles.com/l/bots • Technology roadmap of IoT: http://marketbusinessnews.com/internet-things-iot/43751 • Timeline of technologies: http://infographicjournal.com/wp-content/uploads/2015/01/EmergingScienceTech.gif • How to add Skype bots: https://support.skype.com/en/faq/FA34646/what-are-skype-bots-and-how-do-i-add-them • Chatbot Ecosystem: http://static4.businessinsider.com/image/577e780f88e4a7d9068b6685-960/

bii%20chatbot%20ecosystem.png • The „Diss“-Bot for obnoxious daters: Ghost http://www.thememo.com/2016/07/04/ghostbot-burner-ghostbot-ghosting-app-dating-

apps/ • Replika, and the story behind: http://www.theverge.com/a/luka-artificial-intelligence-memorial-roman-mazurenko-bot

The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjdBot Landscape: https://www.vbprofiles.com/l/botsTechnology roadmap of IoT: http://marketbusinessnews.com/internet-things-iot/43751Timeline of technologies: http://infographicjournal.com/wp-content/uploads/2015/01/EmergingScienceTech.gif

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