Conversational UX: How to Build Robust, Usable Bots - ChatbotConf 2017

Voxable's CEO and Co-founder Lauren Golembiewski discusses chatbot design and development at ChatbotConf 2017 in Vienna, Austria.

Transcript

1. voxable.io/chatbotconf @voxable CONVERSATIONAL UX: HOW TO BUILD ROBUST, USABLE BOTS Lauren Golembiewski 
 CEO & Co-founder at Voxable ChatbotConf 2017
2. #givevoice voxable.io/chatbotconf What is Conversational UX?
3. #givevoice voxable.io/chatbotconf
4. #givevoice voxable.io/chatbotconf Good conversational UX 
 means making bots good conversationalists
5. #givevoice voxable.io/chatbotconf Unpredictable
6. #givevoice voxable.io/chatbotconf Error prone
7. #givevoice voxable.io/chatbotconf Intuitive
8. #givevoice voxable.io/chatbotconf Collaborative
9. #givevoice voxable.io/chatbotconf Make your contribution such as it is required, at the stage at which it occurs, by the accepted purpose or direction of the talk exchange in which you are engaged.” “ PAUL GRICE
10. #givevoice voxable.io/chatbotconf Threaded
11. #givevoice voxable.io/chatbotconf Environmental
12. #givevoice voxable.io/chatbotconf Emotional
13. #givevoice voxable.io/chatbotconf Unpredictable Error prone Intuitive Collaborative Threaded Environmental
14. #givevoice voxable.io/chatbotconf
15. #givevoice voxable.io/chatbotconf Conversational Design is interdisciplinary
16. #givevoice voxable.io/chatbotconf Documentation is the key to great collaboration
17. #givevoice voxable.io/chatbotconf What job is my bot being hired to do? www.intercom.com/books/jobs-to-be-done
18. #givevoice voxable.io/chatbotconf
19. #givevoice voxable.io/chatbotconf http://bit.ly/bot-brand-p1 Brand dictates the words our bots use
20. #givevoice voxable.io/chatbotconf voiceandtone.com Characters build empathy and trust
21. #givevoice voxable.io/chatbotconf Give your bot the ability to remember
22. #givevoice voxable.io/chatbotconf Create a shared understanding
23. #givevoice voxable.io/chatbotconf Give structure to your bot https://www.nngroup.com/articles/mental-models/ implementation model user’s mental model representation model
24. #givevoice voxable.io/chatbotconf Close collaboration between designers & developers is key
25. #givevoice voxable.io/chatbotconf Set your bot up for errors
26. #givevoice voxable.io/chatbotconf Improve your bot’s conversational skills
27. #givevoice voxable.io/chatbotconf Entice people to converse with your bot
28. #givevoice voxable.io/chatbotconf Collaboration Documentation Jobs-to-be-Done Branding Context Architecture Error handling
29. VOXABLE.IO/CHATBOTCONF @VOXABLE #GIVEVOICE G I V E V O I C E 
 TO Y O U R P R O D U C T