Talk nerdy to me: how the future of UX is conversation and bots by Brian Rowe

Talk nerdy to me

How the future of UX is conversation and bots

Brian Lee Yung Rowe

November 5, 2016

Founder + CEO // Pez.AI IncorporatedAdjunct Professor // CUNY SPS Master of Data AnalyticsAdjunct Professor // Baruch Master of Financial Engineering

ABOUT BRIAN LEE YUNG ROWE

Founder and CEO of Pez.AI

Adj. Professor, CUNY Master’s in Data Analytics

Adj. Professor, Baruch Master’s in Financial Engineering

Blog at http://cartesianfaith.com @cartesianfaith

Brian Lee Yung Rowe 2

INTERFACE

What is an interface?


INTERFACE: A DEFINITION

User interfaces dictate howwe interact with the world

around us


INTERACTION

What is interaction?


INTERACTION: LITERARY CONFLICT

Human vs Nature

Human vs Human Human vs Self



Human vs Nature Human vs Human

Human vs Self



Human vs Nature Human vs Human Human vs Self


INTERACTION: THE PLOT THICKENS


INTERACTION: NOT JUST CONFLICT

Human <3 Nature Human <3 Human

Human <3 Self Human <3 Machine


INTERACTION: NOT JUST CONFLICT

Human <3 Nature Human <3 Human

Human <3 Self Human <3 Machine


HUMAN INTERACTION

What is the interface forhuman

interaction/communication?


HUMAN INTERACTION: LANGUAGE AS AN INTERFACE

Language is the ultimateinterface

More than 7 billion users



Language is the ultimateinterface

More than 7 billion users



Spoken

Written

w − η∑n

i=1∇Qi(w)Symbolic Emoji



Spoken Written

w − η∑n




Spoken Written

w − η∑n

i=1∇Qi(w)Symbolic

Emoji



Spoken Written

w − η∑n



LANGUAGE

Why is language popular?


LANGUAGE: FEATURES

• Scales to billions of users

• Extends to multiple domains

• Natural personalization

• Intuitive and easy to use


LANGUAGE: PERSONALIZATION

Say things your way



Say things your way



Say things your way


LANGUAGE: EASE OF USE

Change your mind in 0 taps/clicks








MACHINE INTERACTION

How do we interact withmachines (software)?


MACHINE INTERACTION: GUIS






GUIS: COMPLICATED


GUIS: COMPLICATED


GUIS: UNNATURAL

Gestures are often unintuitive

and require training


GUIS: UNNATURAL

Gestures are often unintuitiveand require training


GUIS: INTERFACE OPTIMIZATION

GUIs are rigid

and takeaway choice


GUIS: INTERFACE OPTIMIZATION

GUIs are rigid

and takeaway choice


MESSAGING

Can we use languageinstead?

YES NO


MESSAGING

Can we use languageinstead?

YES

NO


MESSAGING

...via text messaging


MESSAGING: BENEFITS

• Text-messaging is pervasive

• Abstracts counterpart at other end of the line

• More flexible than GUIs in small space

• Minimizes data costs for users


MESSAGING: PERVASIVENESS

App Monthly Active Users

WhatsApp > 1 billionFacebook Messenger > 1 billionWeChat > 800 millionViber > 780 millionLine > 220 million


MESSAGING: ABSTRACTION

Messaging (disinter)mediates human interaction



Counterpart can be human and/or bot (machine)



Turing Test Which use humans?

Pez.AI X.ai Facebook M Magic


MESSAGING: THE BOT ADVANTAGE

Emulate the best aspects of human interaction



...without the drawbacks

happy angry sad tired hungry

human

bot



...without the drawbacks

happy angry sad tired hungry

human

bot



Tirelessly does tedious, repetitive work

so humanscan do interesting, creative, challenging work



Tirelessly does tedious, repetitive work so humanscan do interesting, creative, challenging work


CONVERSATION DESIGN

What makes goodconversation?


CONVERSATION DESIGN: BEST PRACTICES

Make machines more human-like

but not too much



Make machines more human-like but not too much



Be useful

by being relevant and helpful



Be useful by being relevant

and helpful



Be useful by being relevant and helpful



Anticipate edge cases

to be awesome



Anticipate edge cases to be awesome



Support free form text

since it’s text messaging



Support free form text since it’s text messaging



Guide users back on track

to avoid dead ends



Guide users back on track to avoid dead ends



Be efficient

and remember context



Be efficient and remember context


CONVERSATION DESIGN: MECHANICAL TURK

Who controls our robotoverlords?



human training bot human escalation

machine learning bot human escalation

undisclosed human + bot

human coding bot

human



All bots are trained by humans


DEMO

Demo time


DEMO: FOOD DELIVERY


DEMO: FOOD DELIVERY


DEMO: FOOD DELIVERY


DEMO: CUSTOMER SERVICE


DEMO: CUSTOMER SERVICE


WE’RE HIRING

We need

• data scientists

• software engineers

• devops

• QA/test automation

• script writers!

Apply at [email protected]


THANK YOU

Questions?

@cartesianfaith [email protected]


Technology

Talk nerdy to me: how the future of UX is conversation and bots by Brian Rowe