UXINDIA17 - Chatbot - Building for Humans

Chatbot - Building for Humans

Transcript

2. Image Credit Big Hero 6
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5. • • • • Natural Language Processing (NLP) Layer Conference Room booking Application Intent Conference Room booking Entities When – Tomorrow Where – Head office What Time – ? Utterances – Different ways of saying same thing. Chatbot
6. Image Credit uxdesign.cc
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10. • In-house Bot in HR tech space • Machine Learning usage • Skill enhancement in Artificial Intelligence • Quick conference room booking • Easy way to apply time-off • Visibility of time off conflict
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13. Real world user may have many INTENTs completely different from each other. This is how Chatbot developer may think about INTENT. UX can help in identifying or finalizing INTENTs. Image Credit http://www.marketingsurrey.co.uk
14. User Interview Stakeholder validation Survey Final Intents Persona
15. • Understand existing usage patterns • Identify the needs and desires • Probe for thoughts around Chatbot • How Chatbot can help?
16. Mr. Descriptive Ms. Standard Mr. Standard Mr. Fast
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21. Hi Shrikant, I can help you in Conference Room booking Book a conference room Sure, can you tell me the location? Global Port SEZ Siddhant Action: Selects location Ok, can you tell me when? Now Today Tomorrow Date Action: Selects Now 3 Conference rooms available at 4:00PM, for an hour Conf 1 Conf 2 Conf 3 Action: Selects Conf 1 Thanks! My pleasure, have a great meeting. I have booked Conf 1 conference room at “Global Port” from 4:00pm to 5:00pm.
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23. Book (any) conference room Book (specific) conference room View conference room booking Request for booking cancellation Connecting Paths I want to book Values Conf Room Conference rooms with 15 people capacity on next Monday Show me conference rooms available at SEZ on 2nd floor. Who had booked Inclusivity Conf Room? Show me all bookings of Tansa Conf Room for tomorrow. I want to request for cancellation of Customer Centricity conf Room. Happy Paths Restart / Terminate/ Refresh Stop / Start again/ You are not getting it / Cancel it Limitation / # of Repetition / Not able to understand Human Support hr@harbinger.com 999-9999-999
24. Image by onix-systems.com
26. https://docs.botframework.com/en-us/channel-inspector/channels/Skype/
27. • • Image by www.marketstrategies.com
28. Mr Descriptive Ms Standard Mr Standard Mr Fast
30. Conversational flow • https://botsociety.io/ • Draw.io • MS Word / Powerpoint NLP Service Provider • LUIS (Microsoft) https://www.luis.ai/ • Amazon LEX https://aws.amazon.com/lex/ • Google API.AI https://home-assistant.io/components/apiai/ (now it is dialog flow) • IBM whatson https://www.ibm.com/watson/ Chatbot Channels • Facebook, Slack, Skype etc. Microsoft bot framework Channel Inspector https://docs.botframework.com/en-us/channel-inspector/channels Chatbot analytical tools • Botanalytics https://botanalytics.co/ • Dashbot https://www.dashbot.io/ • Automation anywhere https://www.automationanywhere.com/products/bot-insight
31. Smita Mohith K Manager – UX smita.Kanakula@harbingergroup.com Shrikant Pattathil President shrikant@harbingergroup.com