18. Conversational-AI
Teaching computers to communicate more like humans and not the other way around - Cathy Pearl - Google Conversation Design Outreach
There is no great writing, only great rewriting
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Guide the user to the success by showing them the type of things they are going to be able to say in order for the system to respond.
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Start with a sample dialog (like movie script) between the user and the system
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Flesh out Ideas and make sure you are in the right direction
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Iterate over this sample dialog to make it perfect
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Do a table read
- someone play user role
- you play the system role
- find out the gaps and fix it
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Prepare for:
- User will say things you did not expect
- In human-to-human conversation, we repair the conversations and move forward
- So repair things gracefully when user says you did not expect and get them back on track and keep going
User: I have issue a billing issue System: Provide current options available right now at this point in the conversation
- Rapid re-prompt
User: I like chocolate
System: You like Milk or Dark chocolate?
User: 65%
System: Sorry, it was Milk chocolate or Dark chocolate?
Do not say: I did not get that.
Be more specific and what was the system expecting at that time
and how the user can get back on track
References
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Inclusive design is a design process (not restricted to interfaces or technologies) in which a mainstream product, service or environment is designed to be usable by as many people as reasonably possible, without the need for specialized adaptions.
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Situational impairments