Taking your agent to the next level

The last 2 years Google, Amazon and other big blue chip companies, made it clear that its virtual assistants are here not just to stay but to change completely the way we interact with our devices. But engaging your users has never been more difficult. Without a graphic UI to wow your users, the solution is to design a helpful, intelligent and fun agent. As trivial as it may sound, standing out with a conversational app is certainly not an easy feat! During this talk we will explore how we can design a better agent by not falling into some pitfalls, and how to customize our agent for each user but also for each platform.

Transcript

1. @ElizaCamber #DCNYC18 @Eliza Camber Taking your agent to the next level
2. @ElizaCamber #DCNYC18
3. @ElizaCamber #DCNYC18
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5. @ElizaCamber #DCNYC18 Major shift in computing every 10 years Mainframe Desktop Internet Mobile AI/VUI 2017 2007 1997 1987 1977
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8. @ElizaCamber #DCNYC18 Japanese German FR French CA French Korean UK English AU English CA English US English Italian Spanish BR Portuguese LATAM Spanish Hindi & IN English Swedish Danish Norwegian Indonesian Russian Thai Dutch
9. @ElizaCamber #DCNYC18
10. @ElizaCamber #DCNYC18 vs
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12. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 A quick reminder
13. @ElizaCamber #DCNYC18 Google Assistant Actions on Google DialogFlow
14. @ElizaCamber #DCNYC18 App flow
15. @ElizaCamber #DCNYC18 Experience flow
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17. @ElizaCamber #DCNYC18 85% Failure rate
18. @ElizaCamber #DCNYC18 Make an intelligent
19. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 Design
20. @ElizaCamber #DCNYC18 Conversation design @ElizaCamber #DCNYC18
21. @ElizaCamber #DCNYC18 VUI @ElizaCamber #DCNYC18
22. @ElizaCamber #DCNYC18 designguidelines.withgoogle.com
23. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 1 Is this a topic for conversation?
24. @ElizaCamber #DCNYC18 https://designguidelines.withgoogle.com
25. @ElizaCamber #DCNYC18 User personas Use cases (user stories) Sample dialogs Agent personality
26. @ElizaCamber #DCNYC18 Consistency Variety
27. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 2 Consistency in the agent’s character BUT Variety in the experience
28. @ElizaCamber #DCNYC18
29. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 3 Create high level flowcharts first
30. @ElizaCamber #DCNYC18 DIALOG STRUCTURE
31. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 4 We don’t speak the way we write
32. @ElizaCamber #DCNYC18 “Please provide a valid address” “I can’t find 72 Noble Street in Brooklyn. Is this the right address?”
33. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 5 In a conversation, there are no “errors”
34. @ElizaCamber #DCNYC18 real life user conditions {
35. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 6 Offer alternatives, not apologies
36. @ElizaCamber #DCNYC18 Example A User Agent User Agent What’s the forecast for tomorrow? Sorry I don’t know how to help with that I want to know the weather for tomorrow! In NYC is going to be sunny tomorrow. → That’s annoying and not helpful at all! Ask to be rephrased instead
37. @ElizaCamber #DCNYC18 Example B User Agent I want to find a hotel in Amsterdam Alright, let’s get you a hotel room! Which city you want to search in? → Expect your users to be informative
38. @ElizaCamber #DCNYC18 Example C User Agent I want 4 black whiteboard markers 4 black whiteboard markers added to your cart. Do you need anything else? → Use follow up questions. Confirm user’s selection User Agent Agent I want 4 black whiteboard markers Sorry we don’t have black markers now. It seems that we’re out of black markers. How about red or green? → End of conversation. Unhappy user. No purchase made → Repair by providing alternatives and keeping the context.
39. @ElizaCamber #DCNYC18 Example D User Agent I want 4 black whiteboard markers 4 black whiteboard markers added to your cart. For purchases over $10 there are no shipping costs. Do you want to add a sponge for $1.20? 4 black white board markers added to your cart. If you buy 5, you’ll get one for free. Do you want me to add it? Design for the best user experience. Help your users discover benefits.
40. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 7 Design for the whole experience
41. @ElizaCamber #DCNYC18
42. @ElizaCamber #DCNYC18 Hi, how can I help? Find a hotel near the concert? There are 7 hotels at a walking distance. For which price range should I check? Image carousels, display prompts, and recommendation chips are guaranteed to help your users whenever possible
43. @ElizaCamber #DCNYC18
44. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 8 Expect the unexpected and Bring it to life with small talk
45. @ElizaCamber #DCNYC18 Example User Agent User Agent What’s your name? Say that again? What’s your name? What was that?
46. @ElizaCamber #DCNYC18 Example User Agent User Agent User Agent Remind me at work to reply to that email What time do you want me to remind you? No, I want you to remind me at work What time do you want me to remind you? CANCEL!!!!! To set a time you can say… … blah blah blah … …
47. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 A user interface is like a joke. If you have to explain it, it's not that good. — Martin LeBlanc
48. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 Integration
49. @ElizaCamber #DCNYC18 1 click-integration for 15 platforms
50. @ElizaCamber #DCNYC18 … for the rest 28 repos
51. @ElizaCamber #DCNYC18 Identity
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54. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18 Personalization
55. @ElizaCamber #DCNYC18 developers.google.com/identity/protocols/OAuth2ForDevices#allowedscopes
56. @ElizaCamber #DCNYC18 Hola, ¿cómo puedo ayudar? こんにちは、どうす ればお手伝いできま すか？ Salut, comment puis-je aider? Hallo, hoe kan ik je helpen? Hi, how can I help?
57. @ElizaCamber #DCNYC18
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59. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18
60. @ElizaCamber #DCNYC18 @ElizaCamber #DCNYC18
61. @ElizaCamber #DCNYC18 @Eliza Camber Thank you!