Creating Voice User interfaces from scratch
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Education I was invited to make a workshop on Creating VUI from scratch. My experience in VUI started after Seemba, while working for an AI startup called Combine.ai that was and is developing a support system for big organizations where questions are per hourly basis. Questions that can be answered by a virtual assistant without the involvement of a support department. The workshop was split into several stages: 1. Why VUI 2. Intro to VUI and what I have learned in my experience 3. Workshop with dialog flow 4. Giving the participants the opportunity to develop something
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Creating Voice User interfaces from scratch
- 1. Creating VUI from scratch Where Sci-fi meets reality
- 3. > I am Stoyan Stoyanov And i love innovations Hi there! 3
- 4. OVERVIEW 4 > Evolution > WHY VUI? > Assistants > Principles > Setting up a workflow > Dialogflow > Demo > ShowTime
- 6. 6
- 7. 7
- 8. ASSISTANTS 8
- 10. > General - Bots/Assistants with specific flow covering wide range of topics and contexts. Stays between your bot and the user . > Go Oriented - Bots/Assistants with specific flow following a context (We are here!) 10 TYPES
- 12. WHY VUI? 12
- 13. PRINCIPLES 13
- 14. 14 COOPERATIVE PRINCIPLES > Quality - Do not say something if you are lack evidence or can be a lie > Relation - Contextual based conversation > Quantity - Give as much information as needed > Manner - Avoid ambiguity and be perspicuous Note: Sometimes we can be ironic!
- 15. Forgot to tell you that I’ve found that sharing your website to friends and customers will help your website be discovered easily. Wanna try? I hoped you will like it! Wow you just got your first visitor. Congrats! 15 Hey Sto, Nice to meet you It looks good. I am Seemba! Your personal website assistant and will help your business website get discovered by new potential customers I am amazed from the business you have there. Congrats! I found it on {{URL_Address}} you can also find it and share it with your customers. Sure! Other phrases: Thank you, amazing, what can i do, etc.. Other phrases: Why not. Okay, yeah, etc..
- 16. 16 Hey, have you been to the party? Yes! Hey, have you been to the party? It was very good actually. But just to clear are we talking for Max’s or Peter’s Party? I didn’t know that Peter is having one. I was on Max’s. Where were you?…... COOPERATION?
- 17. 17 CONVERSATION PRACTICES > Communicate what was understood. Involve the Assistant in the conversation > Stating the obvious just drives us mad > Credit the user. Make him feel that he is controlling the assistant not vice versa > Give instructions only if needed by the user > Be aware of mental overload > Confirm implicitly and explicitly the user intents
- 18. 18 You can open the menu by saying to me “Open menu” and after that “And order me a pizza”. What you want to do? How can i cancel my order? How can i make an order? Say “Show me the menu” or “Open the menu”. > Assistant do not closes the question, leading the user to wonder and to forget what to say. > Assistant is not quantitative in his answer and not supportive to the user. > Assistant is not driving the user to a certain action.
- 19. 19 If you have an order you can say: “Cancel my order”. Otherwise can say things like: “Cancel all my orders” How can i cancel my order? How can i make an order? To make an order, try saying things like "I want to order pepperoni pizza and coke.," or "I want a salad without meat,".
- 20. 20 Sure. Want to have something for drink with your pepperoni pizza? I want to order 1 pepperoni pizza Can i have a coke please? Okay, one coke for the mr. Is that right? > IMPLICITE CONFIRMATION > EXPLICITE CONFIRMATION
- 22. > Assistant Persona > Assistant logic > Context > The Script (a.k.a The prototype) > There are no Errors > Testing, testing, testing 22
- 23. > Seemba > Fast > Intuitive, Simple, Efficient > Engaging with the user and always trying to help him. Always approaching the user trying to help him. He have strong knowledge of your business 23 BOT PERSONA: CHARACTERISTICS
- 24. > Voice & tone is helpful, but not worried. The friend that you need to rely on in your business > Always energetic 24 BOT PERSONA: STYLE GUIDE
- 25. 25 BOT PERSONA: EXAMPLE > “I am Seemba! Your personal website assistant and will help your business website get discovered by new potential customers. “ > I am amazed from the business you have there. Congrats! I found it on {{URL_Address}} you can also find it and share it with your customers.
- 26. > Shaping the basic logic. This help us have an overview of the whole conversation and not dig into the details of the conversation 26 ASSISTANT LOGIC
- 27. > What device people are using? > Where they are using it? > Where is the user? > What is he doing? > How the experience influence over time? > How relevant is the location of the user based on what he wants to do 27 CONTEXT
- 28. 28
- 29. > Starting from the happy path (and extend with the most common use cases) > Creating the conversational repairs > Testing, testing, testing 29 THE SCRIPT
- 30. Pizza Chef > Hope to talk to you soon. Have a wonderful day 30 > JOURNEY #1 User > Hey Google, let me talk to Pizza Chef Google > Sure, here is Pizza Chef Pizza Chef > Welcome to Pizza Chef! Wanna show you our menu before ordering? User > Yeah Pizza Chef > Okay. You can order margarita, pepperoni, BBQ classic and vegetarian pizza Pizza Chef > Welcome to Pizza Chef! Wanna show you our menu before ordering? User > I want to order one Neapolitana Pizza Chef > What i can offer you that is similar to Neapolitana is our BBQ classic pizza. Wanna try it? User > Yeah > JOURNEY #2 Pizza Chef > Welcome to Pizza Chef! Wanna show you our menu before ordering? User > I want to have a salad Pizza Chef > We have specialised only in making pizza. Do you want to try our champion BBQ classic? User > Nope, Ciao! > JOURNEY #3
- 31. > Taking the errors and trying to do a conversational turn over. > Be graceful when you fail > Do not bother the user by having infinite prompts > Use the Cooperative principles and especially the the principle for Manner & Quantity. 31 THERE ARE NO ERRORS
- 32. 32 TURN OVER CONVERSATION > Question answer pair - A: “What day is today?” - B: “The day that everyone relaxes” > Listership signals pair - A: “Wow, wow i cannot tell you what just happened?” - B: “WHAT? WHAT?” > Negations - A: “This is the worst movie i’ve watched ever!” - B: “I know!”
- 33. > Wizard of Oz - Using a person to respond to user intents directly. > Flexible, Bigger control, Better understanding, Not scalable, Good when in discovery phase > Record and hear > Fast, Scalable, Can be used to tweak flow, wording etc. > Goold old Usability testing Note: A good practice is to test every script by saying it out loud, play it with a friend and check how it sounds using a tool 33 TESTING, TESTING, TESTING
- 35. > Tool for building VUI & CI powered by AI. > Intuitive and easy to be used for creating high fidelity prototypes and real products (but with a developer) 35 WHAT IS?
- 36. 36 WHY?
- 37. 37
- 38. DEMO 38
- 39. SHOWTIME 39
- 40. > Reservation/Booking action > Short Survey > Joke 40
- 41. UX SKILLS 41
- 42. > Storytelling > Technology Understanding > Writing > Open mind and curiosity 42
- 43. You can find me at: LinkedIn: svstoyanov Github: svstoyanov (Demos) URL: svstoyanov.com (Under_construction) Email: [email protected] Facebook: svstoyanovv 43 THANKS!
- 44. 44 APizza Script APizza Architecture Actions on Google Reference Text to Voice VUI Books Books download site VUI Research Intercom VUI Medium ChatBotsMagazine Celtx Script writing tool Amazon script writing tool