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Human centred chatbots: We've been approaching this all wrong Slide 2 Human centred chatbots: We've been approaching this all wrong Slide 3 Human centred chatbots: We've been approaching this all wrong Slide 4 Human centred chatbots: We've been approaching this all wrong Slide 5 Human centred chatbots: We've been approaching this all wrong Slide 6 Human centred chatbots: We've been approaching this all wrong Slide 7 Human centred chatbots: We've been approaching this all wrong Slide 8 Human centred chatbots: We've been approaching this all wrong Slide 9 Human centred chatbots: We've been approaching this all wrong Slide 10 Human centred chatbots: We've been approaching this all wrong Slide 11 Human centred chatbots: We've been approaching this all wrong Slide 12 Human centred chatbots: We've been approaching this all wrong Slide 13 Human centred chatbots: We've been approaching this all wrong Slide 14 Human centred chatbots: We've been approaching this all wrong Slide 15 Human centred chatbots: We've been approaching this all wrong Slide 16 Human centred chatbots: We've been approaching this all wrong Slide 17 Human centred chatbots: We've been approaching this all wrong Slide 18 Human centred chatbots: We've been approaching this all wrong Slide 19 Human centred chatbots: We've been approaching this all wrong Slide 20 Human centred chatbots: We've been approaching this all wrong Slide 21 Human centred chatbots: We've been approaching this all wrong Slide 22 Human centred chatbots: We've been approaching this all wrong Slide 23 Human centred chatbots: We've been approaching this all wrong Slide 24 Human centred chatbots: We've been approaching this all wrong Slide 25 Human centred chatbots: We've been approaching this all wrong Slide 26 Human centred chatbots: We've been approaching this all wrong Slide 27 Human centred chatbots: We've been approaching this all wrong Slide 28 Human centred chatbots: We've been approaching this all wrong Slide 29 Human centred chatbots: We've been approaching this all wrong Slide 30 Human centred chatbots: We've been approaching this all wrong Slide 31 Human centred chatbots: We've been approaching this all wrong Slide 32 Human centred chatbots: We've been approaching this all wrong Slide 33 Human centred chatbots: We've been approaching this all wrong Slide 34
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Human centred chatbots: We've been approaching this all wrong

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My talk at WeAreDevelopers conference 2017 in Vienna on how to design human centred chatbots and our experience with Sure.

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Human centred chatbots: We've been approaching this all wrong

  1. 1. Human centred chatbots We’ve been approaching this all wrong
  2. 2. Hello WeAreDevelopers Sebastian Krumhausen | Co-Founder & Product at Sure
  3. 3. My experience with bots
  4. 4. Chatbots State of the union ‘17
  5. 5. Bot hype curve
  6. 6. Conversation vs. GUI
  7. 7. Conversation vs. GUI
  8. 8. Let’s take a step back
  9. 9. Users want a magical experience
  10. 10. “Let users feel like they have superpowers”
  11. 11. The customer journey is not linear
  12. 12. WeChat
  13. 13. WeChat
  14. 14. Less friction Core app functionality Social graph Learnings from WeChat
  15. 15. Frictionless commerce
  16. 16. What happened?
  17. 17. Bots Conversational interfaces App-within-app
  18. 18. How do we build great app-within-app experiences?
  19. 19. Simple frontend, complex backend
  20. 20. API First
  21. 21. Umwelt “The world as experienced by a particular organism.”
  22. 22. Task Need Situation
  23. 23. Task Need Situation
  24. 24. Design of the shared experience: for both human & machine
  25. 25. ✓ Do I understand what the agent does? ✓ Do I understand how the agent works? ✓ Can I see the agent or its behavior at all? ✓ Can I see and understand its behavior? ✓ How do I interact with it? Legibility for humans
  26. 26. ✓ What do I perceive? (color, temperature, shapes ?) ✓ Do the signifiers humans use make sense to me too? ✓ Do I need supplemental structures in the environment? am I acting based on factors that humans can’t perceive? what am I allowed to communicate vs not? ✓ What do I do with the inputs I get? ✓ What systems am I connected to and what do they need? what can I affect by my actions? Legibility for machine
  27. 27. Conversational experience without NLP Leverage and persist user info Bridge the umwelts Summary
  28. 28. Good luck
  29. 29. Sebastian Krumhausen @krumhausen krumhausen.com m.me/surebot We’re hiring!
  • RoxanneNicolussi

    Dec. 10, 2017
  • barbarao

    Jul. 24, 2017
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    Jul. 2, 2017
  • chuck_elias

    Jun. 5, 2017
  • jurajpal

    May. 18, 2017

My talk at WeAreDevelopers conference 2017 in Vienna on how to design human centred chatbots and our experience with Sure.

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