BrightonSEO conference talk: As conversational interfaces become increasingly normal, how do brands and agencies respond to the challenge of creating engaging dialogues that don’t seem, well.. robotic? The rise of conversational design and the opportunities cognitive services present are compelling, but we’re navigating the Wild West of CUI and the landscape is being reformed daily. This talk explores the potential and pitfalls of rolling out conversational experiences, and looks at how we are creating a more human side to chatbots.

1. Jonathan Seal
MANDO
Creating more human experiences with chatbots
@jay_seal
https://www.slideshare.net/JonathanSeal

2. “The most profound technologies are those
that disappear. They weave themselves into
the fabric of everyday life until they are
indistinguishable from it.”
Mark Weiser, 1991 “The Computer for the 21st
Century”
@jay_seal

3. #brightonSEO@jay_seal
The trend for conversational interfaces is powerfully human

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Our world is becoming designed for voice and messaging

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Expectations have been set and the world is responding to demand

6. Why
bots
fail…
(part 1)
#brightonSEO@jay_seal

7. Why
bots
fail…
(part 2)
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8. Bots = UI
Bots ≠ AI
UI + AI = magic
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The Mando timesheet beer fridge…

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Everyone gets beer if all timesheets are complete on a Friday

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IoT lock

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Screen with timesheet data above

13. Blockers ‘named and shamed’ – providing carrot and stick

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Fridge 2.0: Chatbot and AI natural language engine

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Fridge 2.1: Manners, personality, randomness

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CUI is the current Wild West of digital, but some laws are emerging…

22. 1. Have a clear vision and roadmap
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26. 2. Do more listening
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28. 3. Obsess over language

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31. 4. Plan for low
confidence
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34. 5. Use the right context

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37. 6. End well
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39. Reminders
1. Have a clear vision and roadmap
2. Do more listening
3. Obsess over language
4. Plan for low confidence
5. Use the right context
6. End well
@jay_seal

40. #brightonSEO
Jonathan Seal
@jay_seal