How to Design Chatbots That Work

Jesus Martin | UX Design Expert, BEEVA|@Chus9000

#SrijanWW | @srijan

#SrijanWW | @srijan

Jesús MartínUX designer@Chus9000

Who am I?

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beeva.com

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“ WE MAKE COMPLEX THINGS SIMPLE

BIG DATACLOUD COMPUTING MACHINE INTELLIGENCE

100 % +900 employees

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labs.beeva.com

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Maya Screenmaster Thebuybot

Clever Openlaibs Energy bot

Shopping bot

faster.city

Prototyped chatbots

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chatbottest.com

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Today’s talk

How to design a chatbot that works

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ZERO MOMENTEXPECTATIONSBECOMING A HERO

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ZeroMoment

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-a brief history-

first era: the Turing Test quest

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-Computers can communicate- -like humans do?-

Joseph Weizenbaum-

Alan Turing-

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THE TURING TEST (1950)-

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THE TURING TEST (1950)-

A computer would deserve to be called intelligent if it could deceive a human into believing that it was human.

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1st chatbot

ever coded!

ELIZA the therapist (1966)-

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PARRY the paranoid (1972)-

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When PARRY met ELIZA (1973)-

1st time 2 bots

talking!

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LOEBNER PRIZE (1990)-

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DR. SBAITSO (1992)-

1st time a bot uses

voice!

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A.L.I.C.E (2000)-

using an

avatar!

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A.L.I.C.E (2000)-

using an

avatar!

(bad words)

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Turingpredicted

it’d be passed (by year 2000!)

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EUGENE GOOTSMAN the- -13-year-old child (2001)-

-SMARTERCHILD (2001)- -the 30 million users business-

instant message

& SMS

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second era: the mobile disruption

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Smartphones:- -the catalysts (2010 - Now)-

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-An ASSISTANT -WORLD:-

-General AI agents-

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Siri (Apple) > 2010-

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Cortana (Microsoft)-

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Alexa (Amazon)-

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Google Home & Assistant-

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HomePod-

VIV.AI (from Siri founders)-

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VIV.AI (from Siri founders)-

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Bixby (Samsung) > 2017-

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third era:the messaging app botsBOOM!

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Viber

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Facebook Messenger Bots-

30,000 bots &

1,000M (monthly)

users

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The bot platform ecosystem and the emerging giants-

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-But...- chatbots are used in what ways?-

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Banking-

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Health-

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E-Commerce-

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Expectations

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http://venturebeat.com/2016/08/16/bots-are-better-without-conversation/

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NLP… a really complex dutty

Natural Language is meant for efficient communication among humans, which implies:

We are ambiguous.

We skip a lot of common sense information.

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We are ambiguousAmbiguity on a word level

“paint” can be a noun or a verb “plant” lots of meanings

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We are ambiguousAmbiguity on a word level

“paint” can be a noun or a verb “plant” lots of meanings

Syntactic ambiguity

“Foreigners are hunting dogs”“The man show a kid with a telescope”

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We skip informationAnaphora and co-references:

“Juan stopped for a coffee on a bar before eating on a restaurant. The waiter was from Italy”(bar’s waiter? restaurant’s waiter?)

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We skip informationAnaphora and co-references:

“Juan stopped for a coffee on a bar before eating on a restaurant. The waiter was from Italy”(bar’s waiter? restaurant’s waiter?)

Assumption:

“Pablo doesn’t run anymore”assumes that Pablo used to go running.

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3 implications

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1

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http://venturebeat.com/2016/04/03/how-googles-ai-paved-the-way-for-the-next-generation-of-bots/

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2#SrijanWW | @srijan

CHATBOT

CHATBOT! CHATBOT! CHATBOT! CHATBOT! CHATBOT! CHATBOT!

CHATBOT, BOT CHAT

3#SrijanWW | @srijan

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Becoming a Hero

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The bot scope

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1

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1-

What is the one-thing we are offering to our users

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2-

Why is that better than with traditional interfaces

Hi! I am your shopping chatbot and I can help you buy the best smartphone in the market

Welcome message

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76@Chus9000@nieves_as

Welcome message 2

Error message

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My piece of advice

Simple &Low functionality

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The chatbot personality

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2

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Needs to be

1- Consistent in all the messages

2- Adapted to our audience

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chatbot personality

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Fun but not silly

Confident but not cocky

Smart but not stodgy

Informal but not sloppy

Helpful but not overbearing

Expert but not bossy

Weird but not inappropriate

http://styleguide.mailchimp.com/voice-and-tone/

http://voiceandtone.com/

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Ok, but.. besides its funny side, it’s not that

important, right…?

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Emotional reason

Existing words

Words your bot understand

Words related to your personality

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Pragmatic reason

A Prioritized List of Must-Have Features

3

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What people would expectfrom our chatbot?

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theBuybot case

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94

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A bunch of products

What people would expectfrom theBuybot?

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Product details

A bunch of products

What people would expectfrom Thebuybot?

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Product details

PicturesA bunch of products

What people would expectfrom Thebuybot?

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Product details

OpinionsPicturesA bunch of products

What people would expectfrom Thebuybot?

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Product details

OpinionsPictures Different vendors

A bunch of products

What people would expectfrom Thebuybot?

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The Chatbot Flow4

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Decision tree

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link

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Welcomemessage

Specific part

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info info info

Welcomemessage

Specific product

category brand model

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category brand model

I’m looking for an apple - [category?] [model?]

category brand model

I’m looking for an apple - [category?] [model?]

I’m looking for a smartTV - [brand?] [model?]

category brand model

I’m looking for an apple - [category?] [model?]

I’m looking for a smartTV - [brand?] [model?]

Give me an iPhone - [model?]

category brand model

I’m looking for an apple - [category?] [model?]

I’m looking for a smartTV - [brand?] [model?]

Give me an iPhone - [model?]

I want the Samsung S8 - [:O]

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https://botmock.com/

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ButtonsCarouselMenuListsQuick repliesEmojisGifAudioInvoicesVoice...

stage 1

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scenario 1

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scenario 2

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scenario 3

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scenario 4

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Small talk

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chatbottest.com

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Playbook for Testing Chatbots

1- Personality

2- Onboarding

3- Understanding

4- Answering / Speaking

5- Navigation

6- Error manage

7- Intelligence

https://chatbotsmagazine.com/playbook-for-testing-chatbots-400918888faf

@Chus9000

Thanks!Tweet me or read me

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Some tools

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https://chatfuel.com/

https://botsify.com/

https://itsalive.io

https://rundexter.com/

https://manychat.com/

PROTOTYPING TOOLS

LOW FIDELITYHIGH

FIDELITY

https://botsociety.io

https://botframe.com

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ANALYTICS TOOLS

http://botanalytics.cohttps://www.dashbot.ioIn-app solutions (chatfuel)Direct access to Facebook Messenger conversations

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