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Summary
There has never been a better time to design conversational UIs! In this informal session followed by extensive Q&A, Greg Nudelman, the author of 5 UX design books, veteran presenter, and designer of conversational UIs on 5 different projects in a variety of industries discussed key aspects of the conversational bot experience and conversational UI best practices. Participants learned: how to pick the right bot framework, how to use basic building blocks of bot dialog (Intents, Entities, Dialogs) to create conversational UIs, and the key importance of context and channels (Mobile, Wearables, etc.) for shaping the conversational experience. We spent the bulk of time on what is "right around the bend" in the near-future of conversational UIs. From practical tips you can put to work immediately, to inspiration for your next project, participants came away saying "Bot Future so Bright, Gotta Wear Ear-Muffs!"
Key Insights
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The role of UX professionals is critical in shaping AI technologies for social good.
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Conversational AI is an effective entry point for user experience design.
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Naming conventions for AI should reflect user expectations and avoid anthropomorphism.
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Contextual understanding is essential for effective bot interactions.
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Design from failure: assume that your bot will fail and plan to cover for that.
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Natural language processing can be improved by incorporating user feedback.
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Expectations around conversational AI should be managed carefully to enhance user trust.
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A/B testing can be used to refine conversational agents' interactions.
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The use of SSML (Speech Synthesis Markup Language) can refine the delivery of conversational AI responses.
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There is immense potential for bots in simplifying complex tasks and improving accessibility.
Notable Quotes
"There's a perfect time to design conversational UX for AI and explore its potential."
"Everyone has the right to trust and understand how AI interacts with them."
"It's essential to make interactions straightforward and business-like for users."
"Just because a bot asks for something doesn't mean you should always give it."
"You want your bot to provide responses that enhance, not confuse, the user's experience."
"If a bot has a task, it better know how to get that done efficiently."
"Effective bots need to handle accents and diverse communication skills."
"Don't wait for the perfect execution; start experimenting with your ideas now."
"Always assume your AI will have limitations and design for them."
"Engagement with technology should be intuitive, accessible, and respectful of human values."
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