Introduction to voice interface design | Jana Bergant | Skillshare

Introduction to voice interface design

Jana Bergant

Introduction to voice interface design

Jana Bergant

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26 Lessons (2h 36m)
    • 1. Chatbot & Voice bot UX course

    • 2. Introduction

    • 3. Conversational UX Design

    • 4. Chatbots

    • 5. Benefits of chatbots

    • 6. How we can use chatbots part1

    • 7. How we can use chatbots part2

    • 8. Voice user interfaces VUI

    • 9. How can we use voice interfaces part1

    • 10. How can we use voice interfaces part 2

    • 11. Where to start

    • 12. Designing conversations the basics

    • 13. Communicating with the user

    • 14. Supporting specific commands

    • 15. Error messages Part 1

    • 16. Error messages Part 2

    • 17. Bot personality

    • 18. Search agents

    • 19. Development of a bot

    • 20. Maintenance and analytics

    • 21. About voice design

    • 22. Why and how Chatbots and Voice assistants Are Different Part 1

    • 23. How Chatbots and Voice assistants Are Different Part 2

    • 24. Voice UX mistakes to avoid

    • 25. Voice UX Best Practices

    • 26. How and where to write prompts

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About This Class

In the course “Introduction to voice interface design” you’ll learn all about designing conversations for chatbots and voice bots. My name is Jana and I’ll be your instructor guiding you through this course.

I’m teaching chatbot and smart assistants here on Udemy && SkillShare. I also do consulting for clients.

And what I’ve noticed is that many clients are confused when going from graphical interface to a conversational interface. Where most of companies fail is to deliver a satisfying user experience and that is why people leave the bot never coming back.

In this course I will guide you through the most common misconceptions of voice and chatbot design. And I’ll introduce SOLUTIONS. You’ll be able to implement them along the way. You’ll improve your chatbot and voice interface as we move along the course.

In the first part we focus on chatbots and designing conversations for chatbots. And in the second part we focus on Voice interfaces and designing conversations for voice bots. Designing for voice interfaces and chatbots have some important differences. Avoid common mistakes that prevent good user experience.

One thing is true. Knowing the technology on how to create a chatbot is not enough. It’s only a start. What you need to know is how to build great conversational interfaces.

It’s like when apps emerged. Many people have taken a web app and converted it into a mobile app, witch was not a good solution.

And now people take their frequently asked questions and turn them into a bot. This is a start, I agree.

But for a good user experience you need more. And what that is you’ll learn in this course.

This course is packt with many hands on tutorials. We learn by looking at examples and applying the knowledge right away.

Plus I also offer 100%, no questions asked, money back guarantee.

Conversational interfaces are just at the beginning stage. And the best conversational apps will emerge in the next few years. Yours can be one of them.

Why do users get frustrated in attempt to communicate with chatbots? How can we prevent this and keep our users satisfied?

And yes, how can we engage users? And build a satisfying relationship that is more personal and more human like - using conversational interfaces?

This are questions we’ll answer in this course.

This course has thousands of examples on how not to chatbot. And most important, even more examples on how to make conversation with a bot a satisfying experience.

I’ve made a in-depth research, talked to many professionals, looked at thousands of examples.

What we’ll cover in this course is introduction to conversational interfaces, chatbots and voice interfaces. We’ll cover how they can benefit us and where they are of best use.

Then we dive deeper into chatbots. We’ll see where things go wrong, and where we can start when developing a chatbot. We’ll talk about basics of designing a conversation and how to communicate with a user. We’ll talk about the chat components like special commands and handling error messages. We’ll talk about chatbot as a search agent and the bot’s personality. Then we go more into development and maintenance and analytics. Developing a chatbot is not a do and forget thing. As you will see in the course.

After we cover this and more on the topics of chatbots, we’ll go into voice. We’ll cover use cases and I will help you avoid one common mistake done by voice bot developers. That is assuming that developing for chatbot and voice bot is one and the same thing. Voice and chat have some major differences that need to be considered as developing a bot. And by incorporating these into the design you’ll save your customer unnecessary frustration. The same as with chatbots I will tell you what are the mistakes to avoid. And what are the best practices you can use. And we’ll go into details like designing prompts and more.

Do remember:


Now let’s get started.

Meet Your Teacher

Teacher Profile Image

Jana Bergant


I 'm web developer with over 16 years of experience. I have track record of success in delivering web solutions. I’ve developed a wide variety of web applications.

I am also an IT instructor teaching web development. I love to teach and inspire my students. And I love making complex web development topics easy to understand.

I'm passionate about teaching web development and I love to teach interesting new trends in development. Like ChatBots right now :)

I’m a self–taught programmer, so I know how frustrating can it be at the beginning with so many resources and not knowing where to turn first. And bugs, all those bugs!

My experience as a self-taught developer with no previous experience has directly influenced my teaching style, and I ... See full profile

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1. Chatbot & Voice bot UX course: Hello and welcome. Why the Chad? What's an voice? What's faith and how do we deal with Anders? Why the users get frustrated in a them to communicate with Chad Woods? And how can we prevent this and keep our users satisfied? And, yes, how can we engage users and build more satisfying relationship that is more personal and more human, like using conversational interfaces? These are the questions that will answer in discourse. This course has thousands of examples on how not to Chad Woods and even more important, even more examples on how to make in conversation with a boat a satisfying experience. I have made an in depth research, talked to many professionals and looked at thousands of examples. And one thing is true. Knowing the technology on how to be like chair but is not enough. It's only a start what you need to know. It's hard to be the great conversational interfaces. It's like when Pepsi much. Many people have taken a website and converted it into a mobile app, which was not a good solution, and now people take their frequently asked questions and turn them into a body, which is a start. I agree. But for a good user experience, you need more and what it is You learning this course this course suspect with many hands on tutorials, we look at examples and apply the knowledge right away. Plus, I also offer 100%. No questions asked money back guarantee so it no longer enrolling the course and start improving your about right away. 2. Introduction: hello and welcome to the course where you learn all about designing conversations for chatbots and voice bots. My name is Yana, and I'll be your instructor, guiding you through discourse. I'm ditching chatbots and smart assistance here on you, to me and I also do consulting for clients and would have noticed is that many clients are confused when going from a graphical interface to a conversational interface. What most of companies fail is to deliver a satisfying user experience, and that is why people lived about never coming back. For example, companies create a frequently asked questions but for their service. And they put all the knowledge from support pages to natural language understanding toes. But they forget about the human factor and us people never communicating a straight, linear way. Our conversations take, turn and change in the middle and never in a way, as developers. My think off in this course, I will guide you through the most common misconceptions, and I'll introduce solutions. You'll be able to implement them along the way. Conversational interfaces are just at the beginning stage were where the EPS were when they emerged, and the best conversational EPS really much in the next few years. Hopefully, yours will be one of them. So we are on this thing together. Soon you will be asked to leave a review. If you are not ready, you can just keep it any for summaries. And you don't like the course. You still have a money back guarantee. And if you find valuable information and you like the course, let me know. Leave me a review as this motivates me to do even better for you. Here is my assistant Ben. His must support him and content Supervisor also always my chair when I leave for a minute or two anyways, give me feedback for discourse. You can contact me. Were the frequently asked questions off this course or send me a private message. If something is not clear, I will answer as soon as possible. What will cover in this course is introduction to conversational interfaces, chatbots and voice in the faces. Well, car, how they can benefit us and where their best of use. Then we dive deeper into chatbots will see where things go wrong and where we can start when developing a check. But we'll talk about the basics of designing a conversation and how to communicate with the user. We talk about the check components like special commence and handling error messages. We'll talk about Chad. What is a search agent and the boats personality. Then we'll go deeper into development and maintenance and Donnelly things developing a chair, but is not. I do and forget. Think, as you will see in this course after recovered. This and more on the topics of chatbots will go into voice will cover use cases, and I will help you about most common mistakes done by voice bought developers. That is, assuming the developing for child but and voices one and the same thing. Voice and chad have some major differences that needle because cedars as developing about and by incorporating these into your design, you will save your customers unnecessary frustration the same as with Chad. But I will tell you what are the mistakes to avoid and what are the best practices you can use and we'll go into details like designing prompts and more. This is a life course, so content will change and grow, and the more feedback you give me, the better experience I can provide for you. I'm here for you now let's get started by 3. Conversational UX Design: Hello and welcome. So you've heard of this huge new market? Do you want to be a voice designer or you just want to know more about designing conversations? Look at this video to find out more. Over the next 10 years, a new huge market will open for designers. So far, it has been extremely nish that thes voice design. So what is the difference from other design? We've designed print design. Well, actually, there are many similarities. Invoice design. We do use the research persona, creation, prototyping, user flow creation and usability testing. All these are necessary steps in creating enjoyable, useful voice interactions. But there are some huge differences, too. I'm going to look at some of the things that make voice interaction differ from a graphical user interface. I will proceed with suggesting some tips on how to think differently when designing for voice. Conversational user design is a way to smooth out in directions between humans and technology. It involves the wreck conversations with AI personalities like Alexa, Google assistant Siri and so on. It involves it directions with voice enabled EPPS and other robotics. The purpose is to make technological interactions easier and to make them feel more natural to us humans. Many new conversational platforms have been released in the past year, or toe solutions came from Google, IBM, Apple, Amazon, Microsoft, Facebook and more. While it is easy to create natural language interfaces with these platforms, creating an effective and engaging user experience is still a major challenge. Creating an interaction that works like a human conversation is even harder problem. While natural language processing techniques have given us powerful tools in analyzing bits of language, they do not tell us how to use them to make a natural conversation. If you're facing these problems and your users are leaving your child, but we're conversational app, you do not need to be discouraged. Let me remind you, the first website look like this also in Mobile FC much most of number. Just a copy of the VIPs at the Epp. Think off all the websites you used today and think off powerful tools that ABS are now with conversational designing the same. We are now only at the beginning appreciate a rare opportunity to be one of the first users to embrace this new communication layer. So what's happened to our first webpages over the best when you use the discipline of Web design emerged, and it happened in a large part because graphic and industrial designers got involved for digital interfaces. People with formal knowledge of design fundamentals applied their expertise to the graphical user interface, and the new design discipline was born that evolved along with the Vape technology. Today, conversational interfaces are where we've been. Their faces were in the nineties, off the previous century. The technology is now in the hands of the masses by design. Standards have not yet emerged around it. And the thing you need to know is that visual solutions that work for graphical interfaces will not help us with conversational interfaces. That is true, especially for voice with conversational interfaces. The user experience is made of designing and sequencing off you. Terrence's Lettuce simply put, designing and ordering what the user says. Instead of looking to visual design for help, conversational designers should look to the social sciences Onley knowledge off human conversation can revolutionize conversational user interface design. So where are we know? No, it is now gaining widespread attention. Conversational user design has been around for some years. EPA serious one of the original conversational systems. Users off Apple products can easily excess Siri and speak to her platform, such as Amazon's Alexa, Google assistant and Microsoft. Cortana also murdered the similar time. Conversational user design is currently focused around convenience. Conversational systems are located in areas where you may need to multi desk. It's not like with a page or print. We're looking at the VIP it you need to look, you hold your mouth or the phone. You are more emerged and involved with the interface. But with the voice is not the same story. You might be driving the car and speaking to the smart assistant. Or you may have Google home in your kitchen. Sir can make dinner was simultaneously changing the music or way you Syrian your car so you can keep your hands on the wheel while checking the weather for the week. Conversational user design intends to make things easier. Some people are not. It used to the idea of talking to technology. And yes, it feels it's unnatural. Tau ask a question to a piece of technology and having the technology answer back as if it was a human some users find ever Siri awkward, for example, because you have to say Syria before asking for anything. Serious software uses the name as a prompt for it to kick in. And so the other assistance. This can feel uncomfortable because in a normal conversation with the human, you would not say the person's name before each statement. And many experts believe that mistrust comes from people. Distrust of technology technology develops extremely quickly, and more and more parts of daily life are becoming automated. Because technology keeps on changing society, Some people feel uneasy about it. Technologies also often capable of doing a job better than a human. These endless power can make people feel suspicious and hesitant to accept it into their lives. So the goal off conversational user design is to make a piece of technology seem entirely human. If people can forget they are talking of technology, they're less likely to be nervous about using it. The current state off the conversational user design is that it is still apparent you are talking to a Robert while interacting with air personalities. So what is the future? Where are we going? Some time ago, I read Michelle Cuckoos book on predictions off the future, and I agree with him. Sooner or later, we will lose the term computer, he says. Like this? No, we won't literally lose them. That is computers, but we will lose. That termed, Our computer will disappear from the English language, he said. Anything that we will no longer say computer, because the devices will be truly ambiguous. From our bodies to the streets. Everything will be a computer. There will be nothing that is not a computer. And we will talk to this integrated computers with voice that is the future and the future is coming as we speak. Experts across the tech world agree. Conversational user design is quickly developing and we'll grow in significance. Conversational systems are now mainly located in areas where it is convenient to be able to control things without needing your hands In the future, experts predict conversationally weeks will be everywhere, even in the areas where you may not necessarily need to use was control. So OK, in this video we looked at the past. We look at how designing their faces were have evolved and we have looked at current state off conversational design and we took a peek in the future. Let's move on 4. Chatbots: hello in the next few videos will talk about Chad words. What are they? What can they do for us and how they benefit our business chaired what is simply computer program designed to simulate conversation with human users, meaning it is a different kind of interface. Programs do things for us, abs. The things were us like Tell weather, open doors, buy stocks and airline tickets and for all these weaken use ABS or pages. And now, with a chaired what's interface, we can just simply write in a human language to a child. But and Chad, what will do things for us? Simply put, instead of using menu some buttons and links, we know use written text to tell a program what to do for us. Okay, Chaired. What's have existed. Sees the first days off interactive computing. Joseph Wise and Bowel created one of the first chat but known as ELISA in the sixties this chair but use natural language processing to simulate conversation. For a long time. Chad what's were fun to play with but didn't have a real practical value for the users. They weren't capable of solving real user problems, But recent progress in natural language processing has made it possible to use chat boards for regular user tasks. And from a simple business point of view, two factors influence chair with adoption. 1st 1 use that people are now used to texting 8.3 trillion. That is the number off text messages sent every year. Almost 16 million messages are sent every minute. Everybody I know uses what's up or messenger or Skype, while the only exception is my grandma. But she's 98 but this is an extremely rare exception. The second reason is that people use messaging apps more than any other. Perhaps 90% of our time on mobile is spent on email and messaging platforms. In 2000 and 15. For the first time in history, users spent more time on messaging APS than on a social network like it shows in this graph . So the fact is that people are spending more time in messaging EPS than in social networks , and it makes it clear that messaging EPS are the platform off the future. Since Chet is a new email or phone Chad, what's will be the tools users usedto access all sorts off services, and if you're going to build a business online, it's logical to build it where the people are inside the messaging efs on the chair but front. Facebook Messenger is a classic example off real time communication. The human assisted chair but allows customers to do several things from transferring money to buying a car and slacks. Slag, but is another shining example of a child. But this human assisted chair but allows the user to do many things if there is a slight. But for scheduling meetings, there is a slight bought for tracking coworkers, happiness and taking lunch orders. Good. So in this video, we defined what Chad but ease. And when did they emerge? Now let's talk about men. Use cases were Chad what's come to the rescue? Simply put, What are the benefits of a chair? But and when can we use them? Soon The next widow, but by 5. Benefits of chatbots: hello and welcome back in the previous video, we talked about where the child would ISS and when did they emerge? Who said that chair, What is a computer program that communicates with us in a natural language instead of using a graphical interfaces? Now let's talk about benefits and use cases. So what are the benefits of using a chad? But a few significant benefits of using this type of interface? Or this with a chair where there is no need toe down on a separate mobile app and since many users and want to install a separate app on their phone a chair but is a perfect solution when users interact with a service using a chair, but they don't need toe down on a nap, And users don't need to learn a new skill to interact with an interface to interact with a chair. But you don't need to learn something new like, for example, when my mother started to use computers, she had a big problem with the mouse. Mouse just won't do what you wanted. It still makes me laugh when I think about it. She was not as amused at the time for her using natural language is much easier than learning to use a mouse. Another benefit. Chad. What's allow personalization? They can be adopted two different types of users. For example, it's possible to deliver content based on users individual preferences, meaning that's two different individuals who use the same interface can be presented information in a completely different way. And here's an advantage of using a chair but in a support service chair but have no judgment. Uses are more comfortable sharing personal information of the chat button with real humans because Chad what one judge them. This is particularly true when it comes to money or health and shared what's feel more natural and EPS users interact, using text comment in a natural language. So how can you use Chad Woods? Let me tell you a few use cases where chair was bring the most advantages. 1st 1 is consuming content that is delivering news and content. I will go into more detail for each of disadvantages. The next thing is conversational commerce, amazingly selling with the help of a child, but next automate common disks and collaboration in a team and last increasing productivity of support teams. Let's review each of them in the next video. Bye bye 6. How we can use chatbots part1: in the previous leader. We talked about benefits of a chat, but then we started talking about common use. Cases in this video will go more in depth with these use cases. Most common use cases of using a chad. What are Quisumbing content sailing through Chad. But at this conversational commerce and automating common desks, collaboration in a team and increasing productivity off support teams, the first most appearance use case is consuming. Content would chair. But it is possible toe optimize the way people consume content chad. But allow us to deliver content based on person's interests in the form off a dialogue. They're already several absolute valuable on the market that allowed this one off them is the CNN bought for the Facebook. The Arab believers content in the form of direct conversation users confuse content. They are interested in reading and can ask a bought for more information to see how it works. Send a message to the CNN chair, but on the Facebook link is in the resources here. I have another example. Quartz from IOS is another excellent example. Often, Abbott uses chatbots to deliver content. The format of this app is a bit different from CNN. Users receive the noose were the pre programmed course off messages, and after every new message, they gets two options to choose from. Users can ask for more details on the story or trigger next topic to be sent. Unlike the CNN, EPA chooses a very formal way of delivering content. All messages in courts are written in a very relaxed way. It's almost like you're hearing the news from your friend but UNEP, then the next use case for a chair. But these conversational commerce, the term conversational commerce, was popularized by Chris Messina. In simple terms, conversational commerce is all about shifting the focus away from storefront lack experience. We're no longer building a great physical storefront or Web store. We're moving the words a simple chat interface. This interface can live inside a popular service like Facebook Messenger. What's up or reach it. But it can also exist as a standalone app on your mobile phone. The big difference off this type of experience is that it's 1 to 1 communication channel with the customer users indirectly the store just like the interact with the real person, like a customer assistant. But the person on the other side. Off message doesn't have to be a human. It can be a about Let me give you a few examples. Let's start with a standalone experience. Suppose you want to buy a pair of shoes online. To do that, you visit a popular website that has the model you want to buy. You go through a set of action, such as selecting a product from the list of options, browsing different products and comparing them to each other. Then you're adding the product you like to a cut. Then you're proceeding with a check out process. In most cases, you need to register on the website. Then you're paying for the product and you're checking your email for information about your purchase. But what if you can simply start a conversation with a chair but the chair but could act as a consultant? It asks you a few questions and suggest a model you might like. The boat is mirroring the type of experience you would get when you go into a real shop, and if he's bought this tree got in Facebook, you won't need to go through the long process off, creating a new account and providing payment informations sees the APP already has all the required information from your profile. Another beneficial use of this interface is the trigger different services without ever leaving the messaging app. For instance, if you're chatting with a friend about going toe on a vacation, there is no need to move away from the messenger to find information about places using a search engine is that you can trigger the service right in the messenger by mentioning it in the conversation. Less friction, same results. Example here clearly demonstrates the benefits off such approach. You can see that the users can complete a pretty complicated interaction without ever having to leave their messaging app that is, selecting a flight and bang for it together one of the interesting aspect of a child. But he is the ability to trigger and change in real time based on what the user is doing the chair, but can include the events that the customer goes through and changed the way it in the Rex with the customer. The major difference from email based follow up is a chair with his real time in the entire direction to ex place, while the customer ease on the website. This tactic especially works when the customer is in the decision making stage, and it's just a little push to the sales team or set up a dilemma. So another beneficial use cases up selling and selling and abandoned Cut. An abandoned card is a scenario where a customer as a product into a cart or clicks on the payment button but doesn't go through with the purchase a chair but in this case of an abandoned cut, identifies if the user is back on the side and proposes to completely turn section for him . Things like an increase in prices can be used via the chair, but to drive the user to complete it on section. Though selling an abandoned car has been tried to be a Emerson notifications with significant results, a chair but based approach has shown toe give 40% better resource that any email or identification, which is a very good improvements, don't you think so? In this video is so how we can use a charitable to deliver content and use it as a setting channel to customers. But Chad, what's also shine when the challenge is automating common tasks, helping team collaboration and increase productivity off Support him. Let's talk about this in the future video, but by 7. How we can use chatbots part2: hi and welcome back In the previous video, we looked at how we can use a chair but to deliver content and we use a chair. But for you comers for selling products, let's see now how they can help us with common task team collaboration and, as I support him, shared what's been provide a competitive advantage if we analyze the success of Slick chaired, but are one of the reason why this platform is growing so quickly. Slag. What's like? How do you help people automate everyday tasks like shattering meetings and notifying people about upcoming appointments? Other tools, like Birdie, allows team to integrate data from CME that is customer relationship management data basis . Like Salesforce, 13 members can see customer history without ever leaving slack. Most companies that I know off use one or another team collaboration and chattel. Some of the most popular ones are slack and Facebook workplace A chair but can be integrated into these tools, toe automate a bunch of time consuming. Though important processes. I have listed some of these below chaired, but consent. Internal notifications says teams keep on missing scheduled demos. Use a child out of integrate notifications. Toby sense to entire team 15 minutes before the cold begins, Chad would consent automated team updates in status. A chair but integrated into slack or Facebook Messenger can be used together daily updates from the team. Compile a report and send it to the team. Leader or manager. Shared what can also answer to internal frequently asked questions. Employees that need information from human resources or finance department or are in need of technology support. So in some industries, like healthcare and finance their government regulations, they need to be followed. Chatbots can help internal teams find the right regulation based on the intent of the question. This not only simplifies the search itself, but also make sure that the team follows the given regulations. And, like supports team case, internal teams won't have to spend time answering routine questions. And Chad what are also great for on boarding new users? Slag. What in slack is a boat which welcomes first time users and provides all required information in an easy to understand way? Also, chapels are being widely implemented as a support team. If you have ever been a part of a supporting, you should have noticed that more than 30% off. Your choirs are about things already present on the website, either or the frequently asked questions page or in the support documents. Most of these squares don't require any actions and are only about sharing. Prettified Answer. Siblings chaired what's going to help the customer by connecting their choirs to frequently rest questions and support ox and sharing. An answer from this pretty fine set additionally Chair, but can offer to connect the customer Really Life support agent in case the query could not be found in the pre defined set. This type of both, it's called, frequently asked Question Boat. There are two ways to implement frequently asked questions, but 1st 1 is they bought can talk the Record I customer and red erects to life agent when the need occurs. That is, either when the child would face to know the intent or if the user prefers to talk to life agent. And there is another way a boat convey support for the life agent. For example, a bought him. Prepare an answer to the life agent and life. Asian can review it, modify it and forward it to the user. Okay, in the last three videos you gained inside off. What a chair. What is to refresh your memory? I checked, but is merely a different kind of interface for a user into an average performance task for them. Technology is here to help us, and we chat. What's reckon? You stakes in Chad apps. No need to install app on the phone anymore. Yes, yes. And we can use Chad was to deliver content, sell products, automate tasks. We can use them to help collaboration in a team or help I support him. Now let's go from text to voice. I'll introduce you to a voice user interfaces in the next winner Bye bye. 8. Voice user interfaces VUI: Hi and welcome. Let's talk about voice user interfaces or, in short boy voice interfaces, allow us in directed computers through a voice similar to Chad butts, voice user interfaces, air hitting the mainstream and are showing everywhere in our daily lives. Today we confined them in smartphones, Smart Home, Stevie's and a range of other products. The first development of voice interaction capabilities in our lives makes it clear that this technology will soon became an alternative toe graphical user interfaces here are just a couple of things to consider. According to Google, 20% off all such queries on Mobile and Android, Our Voice based and according Toa Gardener. By 2000 and 2030% of Web browser sessions will be done without the screen. Let me tell you a few benefits of using voice based in directions. There are a few significant benefits of using these type off interface, including fast communications. Humans deliver and process Oreo far more quickly than other media. People can speak a lot faster than they can type. On average, person speaks around 16,000 words a day. Voice also provides easier way of communication voices, not just fair. So it is also easier than typing and message. There is a reason why in China, people send voice messages to each other rather than text was his most natural way off interaction. Voice communication is a natural way for humans to communicate. This means that voice indirection seasons are more comfortable than visual interfaces. For the vast majority of users, it is also most convenient way off interaction interactive. We seem to requires a user to speak to a device voice, doesn't force users to learn and record specific comments or methods off interaction, therefore creating less problems. Voice communicates personality As human beings, we subconsciously combined speech with personality, pay, stone and otherwise. Attributes can be used by brains to create a right impression on the user, and voice also makes technology accessible. Most people can use voice. It's accessible for people of different ages. So now that you know all the benefits, let's review the use cases for voice, where this voice interaction with technology shine in the next widow. Bye bye 9. How can we use voice interfaces part1: Hello and welcome back In the previous video, you learned the benefits of using voice interfaces and in this reader will talk about use cases for voice. Here are the most common noise. Voice interfaces are used. One is simply fired in desks, then advanced voice assistance. Complex interactions with a brand from standalone abs and services to unified platform swing directions. Standard way of indirection with Iot devices and life changing you I. For users who can't use visually wise, let's review each of them in the next two videos. Voice in the faces can help user safe time on routine tasks. Checking the weather, setting an alarm, replying to an incoming message searching for the recipe. These are examples off desk we do every day off course. Each of them can be done using a graphical user interface, but it requires users to turn their attention to a device to do so. In some contexts, forcing the faces are more preferable, such as when driving a car. Most of us have it least try to use an advanced voice. Assistant Siri Google assistant Cortana and others are coming to our homes, cars, phones, helping us to do common tasks. WAAS assistance are quickly becoming in a central part off our digital experience. New technologies will make it easier to provide tailor digital experience to people. A personal assistant can not only understand our current needs but also predict our future needs. It will be able to help us in every aspect of our life, even the areas you don't think about. Companies now use voice to interact with customers. A brand can use a voice to get into more personal relationship with a customer. These wind direction becomes one on one, and using voice in their faces can be useful for multi step operations. For example, suppose you want to return a purchased item into a store, read it and doing it using a different channels. For example, finding the email with details off the order, feeling out the return form and dealing with customer support over the phone. It is possible to achieve similar results with less friction. V i Simple conversation. The system will do all the work, collect or required information and creator appropriate request. And now let's take a short break before we review other use cases. My by 10. How can we use voice interfaces part 2: Hello and welcome back in The previous widow talked about use cases for voice interface in this video on introduce a few more from standalone abs and services to unified platforms Foreign direction right now whip and mobile is quite a mess. Each time users have to buy something or use a service, they have to download an app and create an account. Let's fair voice based systems can really evolved Voice interfaces Stop users from needing to install different taps or create separate accounts for each service they use. Instead it brings them all together through a conversation. Why don't not an app for booking a flight or ordering a taxi when you can just ask one chat interface to do it here you will see how easy Tous toe order on uber with Amazon, Huh? So, Alexa, ask uber for a ride. There is a new correct about two minutes away. Would you like me to order it? Yes, please. Requesting your ride. This may take a few seconds. Edwin is now arriving in a Honda Accord so I can just open up the uber app here. Yeah, so you can see right here on my phone Headwinds on the way. And then I can say things like Alexa. Ask uber how far away my right is. You're right. Request was accepted. Your driver should be there in about one minute. You're uber APP has the details on then? Obviously, I could do the thing that no driver wants you to do. What? We're gonna do it anyway. Alexa, Open uber and cancel. I've cancelled your There we go. So that is uber on the Amazon echo. It's pretty cool. You can also ask for things like Rex New SUV. Basically any product uber cells you can ask for directly from the echo. Just using your voice. You have to use a button anymore. This was perfect, right? Soon this functionality will be available for many different services. Stand on 12th in direction with iota Device ISS. It's not only your phone and your computer that are connected to the Internet. Smart thermostats, lights, cattles and many other Internet of things. Devices also have an Internet connection. Not all of these devices naturally suit a graphical user interface. Using a voice in the face will help integrate such devices easily into our environments. Improved accessibility is one of the most impactful benefits of voice user experiences was interfaces can extend a part of computing to people who are unable to use screens and keyboards just to read the reviews off the Amazon area. And you'll find a lot of inspiring stories shared by visually impaired users about how the device has changed their lives. So great. In the last few videos, we talked about voice and its benefits. And, yes, voice makes it easy to communicate with technology. Smarter seasons are finding ways to our home, and technology is becoming more accessible all because of voice. Let's take a short break before you continue, Rabbi. 11. Where to start: Hello and welcome. Now you know all about chatbots. You know what they are. And you have this great idea in your mind and would love to start. But where, where to start? Avoid the temptation to just start coding your way. There are more important things to be done first. The most important thing to be done is before you do anything else. What is that? You might ask? Well, before you do anything else, you must first know your audience, defined the purpose of the but and define use case scenarios. Let's think about each of these points, first of all, building a successful but requires some deep understanding off the customers product or services and its user base. First goal should be to understand what the audience will use this boat for when defining abouts. Purpose is usually like this, but generally fall into these categories. Entertainment bots, commerce, focus What's new spots utility boats and customer service bots. The most important is together feedback off your clients. Don't expect to know what your clients want without consulting them. Talk with the client and potential customers about the boat and release into their answer. This will generate more ideas. Also for user, it will be easier to adopt the what if I can say something is the most important, and this is the most important. Listen to both users before the development process during the development process, and especially after the development process. Feedback loop is what you want to focus on in the assignment. Following this video, I would provide some questions for you to answer. This will use as a guide when developing a child. But when starting to design a conversational interface, it's tempting to design it in a way that provides a solution For many problems, however, is better to receive distant ation. Don't try to design your system to do everything at once. It's better to create a specialized, purpose driven child. But to engage your audience first, Answering following questions will help you to define the purpose of your system. So what? Use a customer problem? Well, it's all efficiently how it benefitted the target audience and you. After this video, there will be an assignment in there. You will answer these questions. One more thing. You need to define use case and areas. A spa technology improves. Businesses are using boats more often in situations where human judgement and airport have traditionally been required. Some relevant businesses use cases include assistant bots, finance compliance and supplementing human resources practices. The use cases can be classified and explain in terms of automation and growth, automation off writing desk and improve overall productivity and performance in a business setting. Growth bots, powered by artificial intelligence and natural language processing, can be better than humans that switching task and seating through gigabytes of data a bought can listen to a customer's need and help filter through a long list of choices, perform more accurate searches and finally, problem the customer for element information as required. Also, a bought can accumulate targeted feedback during the conversation. Before you start doing anything, define all the use cases in areas where your boat will take apart off the very descriptive and start with less. But make that really useful for your users. Now it's time for you to answer these questions. I'll be reviewing your answers. Susan 12. Designing conversations the basics: Hello and welcome. Did you do your assignment? I can't emphasize enough how important it is to do the previous assignment. If you skipped it, go back to it later. It's for you. Now we'll talk about designing conversations. Finally, the most interesting topic Berries, and we'll start with the basics. Okay, what are the basics you need to know when designing conversations? The most important things to consider our conversations need to have a clear flow. Don't live user in the cold. If on air occurs, move around it gracefully to get conversation back on track. We'll talk a lot on this subject later. What you also need to do is set clear expectations. Nothing is more frustrating than the user that expects your chair, but to do magic for him or her promise what you can deliver Your boat will make mistakes. Expect your beautiful but learn to fail gracefully and analyze later to make corrections and improvements to the about all the time. Half the context in mind. Best boards know a lot about users and are able to adapt user experience for that user. Let's review each of this points in more depth. The boat is not a replacement for human to human interaction. The development team should also make it user friendly. This requires a conversational logic which understands a user's perspective. In terms of coherence and context, the board shoot, initialize the conversation and lead it. One of the most challenging part of designing a system with a good conversation and interface is to make the conversation flow as natural and efficient as possible. In these contacts, conversational interfaces have a lot of similarities with traditional information architect er. We need to understand what the user is trying to do. Our goal is to minimalize the users effort to communicate with the system, said a clear expectations on what a boat can do and what it cannot do. So the user really site where that are, not to interact with your chat, but based on the first couple of interaction setting a clear value. What a napkin do and when it cannot do is critical. There is nothing more frustrating than a user that wants to do something that you're both can't deliver or worse, does not even understand in the first place. Make sure not to over promise on your conversational interface abilities In most cases, the less about thus the better. It will be what conversations can be nonlinear when user asks questions, which are not predicted by aboard developer, so a plan for failure should be built in by the developer. The board design should have the following responses. To avoid an unsatisfactory user experience, Riv Easy the previous state in the conversation, restarted conversation and on failure politely as the user what they're trying to accomplish. Sometimes a clearer explanations can get the bought back on track. If not, love those users goal and add new Pasto. The child was later to deal with this case. If you can reliably capture the desks that user felt accomplish, you'll have the data to make the most impactful tablets next time you are worried about and they should be done regularly, don't forget to improve your board based on the past mistakes. Besides automated analytics, explicit feedback from users taken through email or social media may offer insights for application updates. Be smart and use them when designing conversations. Having a deeper understanding off conversation context provides much advantage. It is the glue off the conversation. The context of the conversation isn't just what the user just said Right now, the context of the conversation is what, as do we know about them? When did their previous visit happen? What was the previous conversation? What is the user doing when talking to the? But the more precisely we can operate with these context variables, the better user experience we can provide to the user. So, OK, let's summarize what we've defined as the basic off conversation design. A clear flow is what makes a conversation good. If you fail, fail gracefully and you expect to file fairly. No way that you be the conversation back up and analyze later to make corrections and improvements to the boat all the time. What you also need is to set clear expectations, promise on Lee what you can deliver and have the context in mind. Know a lot about your users and adapt user experience for that user. Perfect. Let's move on to the next video. Bye bye 13. Communicating with the user: Hello and welcome to this video. Talking to a but can be quite confusing. A few principles will help insure users have a smooth and engaging in direction. It's usually little things that make a big difference. A few simple principles will make conversation more engaging and smooth. Here they are, use confirmations. Be responsive. Avoid spamming users. Hello, consolations. Check for spelling, punctuation engraver and have losing it. Let's review a few examples. It's good to let the user know when actions have been completed. Quit confirmations like done or okay or set are better than silence. Here you see a user requesting a reminder the water repeats what he did. It confirms the order. This makes the response more clear. Any three assures the user that the command was understood correctly. Also, keep confirmation short. This is not a good place to inject new information or tell the user about other things they can do. The user should never be unclear about whether the bought heard, um, work hard to reduce late and see if the user needs to wait. Make sure you let them know you're doing something. Don't make them wait without a response and be mindful of how much your body's posting, if you're bought, can be configured to send a lot off updates or notifications. Make sure users are clear on how to reduce them by including that in the help message. If you're brought, makes changes to users data. Make sure they can quickly and do the changes, like in this case, when the user changes his mind and cancels the meeting. This often happens in real life, where many times change our mind. Just imagine how frustrating it would be if the boat would not understand this. Avoid obvious spelling and grammar mistakes. Look out for typos and have someone with the strong English skills review your boats messages before some meeting. Make sure, but can communicate with the user if they're lost or stuck. Error messages are crucial to, ah, high quality boat experience. I have a whole Wailua that talks about only handling errors. Be sure to watch it. Also do consider making a generic help message that users can trigger at any point if they don't know what to say. Okay, this is it for this widow. Let's go through these little important considerations. You need to use confirmations be responsive about sparing users. Hello. Consolations. Check for spelling punctuation and grammar and have to use very neat. Your bought will be very popular and super useful for users. I can already see it. Are you excited? You want to know more on how to develop a good conversation? Follow me to the next widow. Bye bye. 14. Supporting specific commands: Hello and welcome. There are a few important commands that I strongly suggest that you're both supports for a good user experience, the step should not be skipped. There are a few important comments that I recommend to implement some ecosystem. Implement these commands by default so users will be used to them, and you're both will fail if they're not implemented. When I tell you what these comments are, you're saying, naturally they should be supported. So let's review them. They are help seatings and feedback. See, I told you, when you hear them, they sound natural to be supported. Therefore, let's implement them a good place to communicated. Your both supports disc amends. He's in your welcome message. So here we go. Help command is required for all boats. A user will expect the typing help to a boat will give some information about how they can proceed, like in this example, when the what provides old available you. Terrence's help can also be context aware user many different help at the beginning of the conversation. Then later, when involved into some procedure, for example, at the beginning, you want to know all that about can actually do But when you're collecting information, using might need toe help on uploading the right for march off a document or any other information regarding the process he or she is involved in. If you're both requires any type of user configuration, you should allow the user to reconfigure that quickly at any time. And these savings should be available when he or she types settings like in the example you see on the screen. All boats can be improved over time, and users can help you make a good product choices. Users will get used to easily registering feedback with botany. Chet, this is too valuable information for you as a body developer. Toomey's. It's hard to get feedback from the user. Most of them just leave, if not satisfied. And if the user takes time and wants to give feedback, be sure to take it and take it into a consideration. Okay, after this video is through, go back to your boat and implement help Seatings and Friedrich option. Your users will be grateful and see in the next video bye bye 15. Error messages Part 1: Hello and welcome. Now comes the important part error messages. This is the turning point. If this is not handled gracefully, your users we'll leave and never come back. Listen to this video to prevent is your boss should handle unexpected events gracefully, inappropriately. Otherwise, trust in the boat will be gone and users will live when you are handling errors. Have a few things in mind and assumed that the user is being cooperative and what they're saying is relevant and valid. Uses are just trying to accomplish something. It's your job to figure out what it is and be honest and respondent when explaining why something doesn't work. And good error handling is content specific, even though you're asking the same information. The conversational context is different on the second and third attempt. Also to consider making a generic help message that user can trigger at any point if they don't know what to say. Like this one here, user types help and sees the possible commence, and there are several types of errors that usually happen 1st 1 is that there is a problem with the user input or, better to say, the ball does not understand what users want. It cannot find a match for the request. 2nd 1 is that user wants to do something a bought cannot do and one error that frustrates users. When a boat does not reply, there is no input from the book. For example, the boat performs a task that takes a while, but no reply sent to the user or the other way around. Ah, bought or assistant s for input, and the user is no longer present. What can we do in this case? Let's review these arrow types and see some examples problems with the user input. Or maybe it would be better to say errors that happened when they user says something that confuses you something that you don't understand in this case, it's very likely that your intense are not set up right. That user said something that you did not anticipate, or it is in another form that you thought these are the areas you want to watch for an update your boat regularly. So the next time this kind of requests come, you'll be able to reply in a satisfaction Eri manner, The more skilled with your error handling you are the better and every lest you need a generic error to account for an anticipated messages from the user. So the error that happens because of what does not understand can be also called a no match error. They know much error that is a problem with user input or cures when the bots can't understand or in deep red, the users response in a context. Look at this problem. User is asking for the weather during the weekend, but the bought keeps on ignoring the weekend perimeter. So why is that? Well, simple. The designer of this conversation did not anticipate that the user might want the weather in some other time, then present. Or it doesn't recognize a time for a meter cold weekend when designing conversation. It is not important what functionality we have and can be implemented. The most important part is what the user will want to ask what they will want to get. And yes, often we inquire for the weather during the weekend. No, just perceiving dates for the user. This is a very legit query, but board does not understand. We need to be analyzing conversations to find this kind of mistakes and we need to fix them as soon as possible. And when they do happen, we can fail gracefully. Here are a few other possible causes off this type of errors. In this case, the user does not respond fully or clearly, or it's possibly hesitating, changing their mind since the user reduced of human to human direction in my thing that the boat is capable to understand complicated ways off our interaction. What are still learning in our job is to teach our bottle doctor all sorts off, input replies he might get, and we need to do this only by analyzing and upgrading each time we find these kind of slips, like for example, here the user answered correctly. But this kind of user responses weren't included in the recognition grammar. This type of errors occur many times. Also for US humans. It is clear when the user might do something totally unexpected, like in this conversation, the user changed the topic completely, but this is much harder for the boats to know. So here the user changed the topic completely, and some users my duties even on purpose. For some, it is fun to find Ares that the boat makes well, What we can do is thank them for helping us find all the improvements to the but we can make. Consider all the mistakes as a learning experience. This will help your boards to get better when this is not the case and the problem of Smith's understanding, like in this case where the body just not understand the problem. Well, what you can do is quickly and concisely collect the information again. In another way. Important part here is in another way. Do not repeat the original prompt, since it will sound robotic. The user was trying to engage, so they probably just need another chance. Asking the same question in another way would be the best way to go. Best re prompts typically combined an apology with a consented repetition off the original question like here, but offers a very simple apology and ask the question in the super simple way. What you don't need to do is over. Complicate it. Don't dwell on it. Offer too much explanation. Keep it simple. Remember that this method keep it super simple. There is no specially to provide a three examples on how the answer might look like like here. This is providing something that has no extra value. It sounds patronizing. There are some rare cases when this might be useful, but in many cases, uses might be offended for being treated like, well known that smart like In this case, the boat sounds a little patronizing, doesn't it? Well, I don't like it. It reminds me of some people. I don't have any more in my life. You probably have some to in your best. My suggestion is to talk more like a nice, friendly, decent human beings we all like to talkto keep it simple, always works best. Something like this would sound much better. Just a simple excuse and repeated question. No fuss, no arrogance. Although some cases might benefit from extra examples, let's review what might be these cases, for example, when including additional information can help users respond by Nehring down their request . Key point here is that extra explanation is useful and does not make people feel stupid. Can you see the difference? It's a little thing, but important extra information should provide useful guidance, like in this case when we got user toe buying a product that will suit their needs. This often happens when we ask you the question that has many possible answers. We are narrowing the search results, and these kind off errors will happen. Therefore, use an apology and repeat the question in a different way. And here is another case when offering extra information would be, well, it like if you see a user that gets stuck, like in this case, when the user inserts different measure unit that we use, do not repeat the same questions over and over again. Look at this example and try to guess the level of frustration the user might experience. When do you think that's a lot? Repeating the same question will make your user feel stupid in the level of frustration will rise with every question, and sooner or later you and your boat will be called stupid, like this one here. What you need to build is a counter that measures how many times user unsuccessfully tries to answer a question. And when you see user stumbled at the same question two or three times, you can offer some additional help, like in these cases where we provide possible measures that can be entered by the user. What you want to do is be helpful and provide your best guess that relevant information that can be useful if then you see user still cannot give the right response. The only good thing tow. Avoid the frustration would be toe end a conversation also, if there is no extra guidance you can offer. Do not feel bad for ending the conversation. Here is an example of polite ending to a conversation and the conversation gracefully when there's nothing you can do to help the user and also avoid offering wake promises. Don't do that with the bots. Don't do that with the Children. Don't know that any time you don't want to disappoint the one you're talking toe, you don't want to close extra frustration. Okay? Also suggesting user they should come back and try again later is a bad idea, especially, there is no way you can fix the issue in that's time. This is like begging for trouble, like show me the other side of your face so I can slap you again, North recommended. But you might want to offer other ways users can complete their task. Next steps can be better than nothing, even when the user has to do it himself. Okay, we call about a lot in this, Fida. As you can see, little things make a big difference. And since talking to a human is much different and talking to a machine, the machine that is us, the boat builders should make an attempt to better understand the user. In this reader recovered examples where the boat does not understand the user, and I provided some insights and how to get a conversation back on track. In the next video, we'll talk about generic errors and the air is at the core and the air is that occur when the boat or user do not provide an answer, see in the next video but by 16. Error messages Part 2: Hello and welcome back in the previous video, we coward examples where the boat does not understand the user. Also, I provided some insights on how to get conversation back on track and handle. This case is gracefully. Now we'll talk about generic errors and errors that occur when the boat or the user do not provide an answer. Let's learn from examples. Generic errors. So what are they that are the heirs that occur when the user asks your bought something? The boat cannot go like schedule a meeting in the past or sell music. Concert tickets were end about only self sport game tickets in most cases here, but we'll know what to do if he doesn't know you lead a generic era. To account for every was a request that your body isn't programmed to deal with. This can be a simple is providing the help message with an acknowledgement of the fact that you're bought. Didn't understand, like in this case, we apologize and tell the user what the board can do. Also, you might have technical errors or the rib service you need to respond is not available, and you forgot to catch the error Yes, yes, that's a buck. Well, you know, technology faced developers make bucks. Let's fail with grace. If something like this happens, okay? And then we have no reply errors. These are errors that happened when the boat or the user do not reply. First use case is if the bar does not reply when performing a task that might take a while . Like in this case. In this case, it would be much better if the body would say something like, Can you wait a sec? I'm experiencing some troubles and need to travel, shoot, don't make the user thing the body, not here you or is not doing anything. Use anus. Don't know if the task will take more than a second of time. And yes, it's very likely that users will also not replied to a But often we have a conversation in our chat and stop in the middle and continue after we would finish with the thing that interrupted us. If it happens when we communicate with other people, why should not happen when we talk to the baht? It might be the doorbell, the phone call or nothing special. It's just the way we interact these days. Also, it is possible that they use a change his or her mind and does not want to proceed with the interaction. Like in this case, User might change her mind and does not want tickets but does not feel she has to tell to the. But maybe don't want to buy thickets now, and they have no need to tell you about it. That's very possible. And think about another situation. What if the thing A. But as the user needs some extra action on the part of the user, what if they first need to check the calendar? For example, checking email or calendar takes time. They cannot answer right away, and the session might be gone when they finally come back. Best way to handle this is just assume that the user did not hear the question. Therefore best would be to refrain it. Asking another way like this. Begin size and do not complicate things when there's no need. Similar exceptions apply to offering additional information. When I input was received from the user, like in an example off narrowing the search when we can assume that giving extra information would have to user to decide, then we can provide it. We can provide extra information on what products are available, for example, and after debt and the conversation gracefully, when the user stops engaging people light and friendly so users will come back. Now, something important. There's something I need to emphasize. Do implement a counter to see how many times user was not understood how many times we got no answer when you reach a counter. Three. That is, when the error happens three times in a row, then the frustration level might be very high. That is a timeto exit, the conversation gracefully, learning to make the frustration bigger. All right, handling errors is important. Looking at them as an opportunity to learn is important of grading the but also is important in the pseudo recover generic answers and no input errors. That is when the bought or the user remain silent. And now comes a very exciting topic. This is like the thing that will make your bought stand out like in our human in directions . You can be like everybody else, or you have these great personality that everybody remembers and legs In the next video. We'll talk about brands and bought personality. See you in the next video. My by 17. Bot personality: Hello and welcome back and Chad. What's personality makes a profound impact on the user this way. Users better remember the baht and come back. Dismays a personality, an important factor to remember in your child. But content, strategy, personality, greater, deeper understanding off the boats and goal and how it will communicate. It influences charges, off language, mood tone and style. Seeing a boat is a lifeless piece of technology is a mistake. People project human traits onto everything this is natural to us is breathing. Whether you like it or not, your users will still assign a personality to hear. But even if one hasn't been explicitly designed, conversational experiences have to be personal. In order for a brand's to engage through bots, they need quality conversations. An engagement and retention on conversational interfaces requires users to have an emotional connection to the experience. This is done via the board personality. What is important when building a personality is the following defined the target audience involved all the contributors in the company and consider personality traits off the but different perspectives, backgrounds and skews is key in personality building, but best ways to have someone who embodies the target user, someone who represents the typical user. You want to consult them during the process. The feedback cycle is crucial. Toe building personalities and the knowing off the language and Carter are often missed by those who are on the outside. A 47 year old male marketing manager is not expected. User of a teen beauty brand, Chad With experience. When analyzing our target group, we should take into consideration a variety off perimeters like age, gender function, that piece of the bodies for employees or for the customers, then geography, that is, where do users come from and language they speak. But remember, a boat can address both men and women and multiple languages. Knowing this in advance will help you be prepared on the design and a technical site as we move along. No matter how hard you work on this, the final say should come after testing with the target audience. Always make sure decisions are based on real later readiness during what is good for the users involved, all the contributors in the company. This, of course, may change from each organization to another, but in general a successful but is a result of joint efforts off business and marketing. They're important for setting the goal than ICT in research and development team. They do the technical implementation. The new Xtreme and creative team are responsible for design implementation. Each department has its functionality and impact on the success of the. But in many cases some of these contributors are overlooked, and the work is left just for the technical team. However, remember, building a conversational solution is not only a technical desk, it is business marketing, you weeks and creative desk. In some cases, the initiative will come from the business marketing site and in some from the research and development war I teach him and how to start defining the personality. What could help when you define the personality traits is an answer to this question. What is the bods job? Is your body going to be a generalised or a specialist? Siri and Alexa are generalists, ready to answer a wide range of questions on just about anything especially certain knowledgeable about one topic for industry. And they go deep in that area a mediation but does not know advanced algebra. And would you ask your yoga instructor to help you with your math homework. Boats work effectively, especially sin one area to help improve the lives and the productivity off the users think . Also about the following questions is the board's goal to reach a conversation quickly and effectively, or the whole boat experience crafted. Doing age long term is a part of a larger creative campaign. What personalities need to be built in reverse, that is, from the user's goal and job backwards instead of human deciding which career since their persona, a boss job gets chosen first. Once you have established your boards goal and background, you can determine a personality type and trades that will guard your dialogue development. For example, a customer support board should empathize with users, even those who might be wrong. Just acknowledging and validating an emotion is often enough to make customers feel understood and released negativity, whereas being defensive or argument if only accelerates. The problem, says Adeline Zoo, head of marketing atop what's mapping your personality out into a boat persona, will help you translate a design personality into a real job use case. Too often, people think only a few elements off a personality is important, like is about hilarious professional war about like, however, in reality, our personalities are incredibly multi faced. What we need are tools that help us understand how all the different pieces of personality work together and shift based on the situation. Moreover, we also need to help entire teams to agree and understand what is being made. Everyone should be able tow point to a single poster and say, That is the mission. Now let's get cooking, says Austin Beer from the Boat Persona Toolkit. So what you can also consider is the five factors of personality that this extra version, that is, how assertive versus reserved your bodies. Agreeableness. That means is the bottle cooperative or quick to disagree? Then it's consciousness. That means if the body is focused on completing a task or easily distracted neuroticism, that means how anxious here, what is? And openness is your boat open to new ideas or narrow minded? Try writing different scripts to test the boats persona. Ah, great way to do this is to imagine you're making a pitch directly to the target audience. What kind of language in addiction would use to appeal to them? Write everything down. You can think of to get a head start on developing your childhood personality. You might even role play with a member of the target audience by chatting directly with them in debt. Worse to see how it works in action. Once your brainstorm is complete, share your screams with other members of the team will help you polish the chatbots persona and suggest changes when necessary. Okay for the conclusion, let me give you a few more conversational tips. For more personality, Make small talk. If your chair but isn't focused on accomplishing a desk as quickly as possible. Inject some small talk to show off personality quirks. Users will ask questions like this. What can you do? Oh, and what's up? This quest can be difficult to account for, but that you illiterate your but you can add responses as users asks for them. These off topic queries will show your boats personality and make both feel more human, like you may also want to keep the chair with up to date with seasonal or current events. But that means really knowing what's important. We're audience and what they're likely to talk about. Talk the talk A but feels much more natural if it speaks the users language, This means understanding the latest slang that audience is likely to use. The boat itself should air these terms to its vocabulary and use the miss well, providing a more casual experience, like when talking to a close friend who does get it account also for the typos they might do. Learn over the course of conversation When we shop often at the local businesses, we often form relationship with the people who work there. This means that the local bartender or employ at the deli counter already knows what we're likely to order without having to say a thing. They might even make recommendations based on our preferences when we want to try something . You off course, child. What's are great at providing this kind of service your chair, but must actively get to know the user on a deeper level. This not only makes it feel more personable, but it can also increase engagement as the user builds our relationship with the character . But say upfront, you're about consumers want to be told in advance when they're interacting with the but do not try to pass off a but as a human After a few conversational back and forth, the customer will realize that they're conversing with a. But if the brain has pretended it were human, the customer will feel deceived. Instead, use visual Hughes in the user experience about our drawings and other Sattar indications to show that the boat is about. So in this video, we talked about giving the body persona, which have their brands to differentiate from other bots and have to interact with customers in a more intimate human way. Engagement and retention on a conversational interfaces is best achieved when users have an emotional connection to the experience. Don't miss out on the opportunity to come closer to your customers. See in the next video, but by 18. Search agents: Hello. Welcome back. One thing Chad was do much better than a human is search for bad ideas. For example, travel agent a human needs to go manually through all possible tourist offers. News to manually check flights. Review how customers are satisfied in the best, but they bought can do all this in a speed of a second. This is an advantage unless we do something that completely ruins disadvantage. What is that to common? Mistakes that bought developers do is treat a body is a command line tool, not as a search engine, and the other thing is offer way too many options on a search. The best way to go is the tree they bought as a search agent, meaning such Agent X and the users behalf it sees if user makes expanding mistakes and try to guess what they want. And after that is clear, it only offers the best is for the user. If I can't do a travel agent and ask him for a best vacation for the upcoming holidays, and I say I want to go skiing and I have five days free, what I really want from my travel agent is together three best options that I can pick from . If this guy in the agency would give me 1000 and 900 options to pick from, I would feel cheated. Why is he there if I have to go through all these options to find the best deal for me? I don't want 1900 options. I want three. If I'm not satisfied with these three on, ask for more options. I recently wanted to fly to New York to some workshop. What I did was I went o'ciock. But kayak is a well known agency and there, but has been around for some time. What I did was select from in tow, that is, I want to fly from Zagreb to New York here. Good so far. What I got Waas 913 flights available. This really overwhelmed me. Just look at this for me. This is too much. I can apply some filters, which is okay. It can their options, but still way too much options for me and so many decisions to make. This is still quite overwhelming for me. A better way would be to have them narrowed down to 3 to 5 offers and then extra filters to expand the selection like a life agent would do. Give me three best flights and ask if okay, otherwise provide extra fielder's. Otherwise, this is really annoying. Although cock experience is still OK compared to somewhere, I only get thousands off offers with no extra possibility to narrow them down. A thing to remember with bodies to keep it simple for the user. I want a ball that will simplify my experience. The purpose of About is not to copy the VIPs that experience to a child, but there's no extra value. Add it. If we just copied experience from one channel to another, both should simplify search. The purpose of about is to make it simpler. Otherwise, I prefer to go to a website. There. I can have tons of options I can filter. I went to be upset because I wanted them. What should be more efficient than the website? Otherwise, there is no point of building a but I'm sorry to disillusion you, but this is it. If there is no extra value, there is no point off creating another channel. It's like when I was a kid, we went out for pizza and what was available then waas ordinary pizza, seafood, pizza and vegetable pizza. Simple. A problem to choose. And now I go to Pizza Place and I see 100 options on the menu. It makes me anxious. Well, maybe pizza problem is not a problem for you, but when I'm searching for the best deal and I'm talking to an agent, I wonder Agent to do the job for me. Search, read reviews and then provide the best options for me. I don't want to look at thousands of options. I already have too much in my life, long to do lists, media stuff to remember. Do not over complicate my life, please. And if I make a mistake while typing my request, do not say there is nothing available, just like in Google. If I make a mistake like this, Google still tries to guess what I want it and tries to fulfill my search. The same is true for chat and voice butts. Where the user made a spelling mistake or even use a different wording to an existing request doesn't mean the system should prompt with an error message. On the contrary, you should make the effort to provide me with the closest relevant response or offer to a correlation. For example, to play music with Google Home, a user can say, Hey, Google, please play George Michael Station from Andorra. In this case, we will reach out of Pandora account in search for George Michael's songs to play. In this case, the user was very impressive, but the user can also use a shorter version off his her request and simply say, Well, police by George Michael Song. In this interaction, Google will decide on the Enabled Music Service and search for George Michael Station to play from in cases where the user is least implicit and simply says, Hey, Google play music. Google with search for enabled music service in play one off your suggested favorite stations, acting like a such agent opens a vast variety off options to reply to the user and can even surprise them. A great deal of acting like a such agent makes it clear you need to incorporate a natural language understanding engine in your chats and voice boats. Depending on the Anna Lou you choose, you could generate much more value to the users based on the understanding level off the But the harder accuracy level is, the better your child work. An actor such engine and less as a common line. Many of the Facebook messenger bots and even leads the user expresses needs and automatically offer a list off options options that guide you through the process. In some cases, there isn't even a text box to right inside. See the Spotify example? Here it is. Let's clear the get started button. Okay? Yeah, sure to anymore. Okay. Since I'm not a tech person, I still don't get it and want to ask more, but there is no way of asking. While I had a nice on boarding experience and I was guided through the process, I wasn't Frito. Enter my request. I could only choose from pretty Finalist. Let's see the Western Union child. What? Here it is clearly to get started. No, I won't pick the manual. I'll ask, How can I transfer money? And what I get is a reference to the menu. No matter what I'm asking, I'm being referred to the Manu. On the one hand, I'm still getting an air message to the question I asked for which obviously the board does provide a solution, however, the but still tries to prompt me with discovery options that are reverend for my choice. Okay, I can survive with this, but would it not be a better experience if bought? Will still know what I want, even if my such choir is a bit different than expected, Even if I type attacks instead of selecting a menu. Okay, lets see another case. In the last example, I choose the meanest Peter in Australia. Domino's Pizza are one of the most advanced companies when it comes to digital solutions, and they have a great reference in most cases. Here. I have them here, they greet me. What I'll do is try if they understand. Even if I don't use a selected option, let's typing latest offers and here to go. This is good. Let's pretend we're from Hamilton. Okay, I see no pictures, which is kind of lame. There are few places to choose from since I cannot see the peaches and I don't know the neighborhood. Let's choose blindly seeing delivery dues. Okay. All right. I see some pizzas for me a few days. Not so much again. This is what I can handle less than 10 offers. So far, so good. What? What if I just type in? I want to order cheese pizza. Let's say I'm not interested in any of these deals and hopes I get a fullback intent, which is still good, and I can see they have it routed to life agent, which is even better if something goes wrong. There should be a person to help me out. Did you see? I think this example was very informative. Always make sure users get something even if they give orders in a way you did not plan. They will always will it. It's not a commence tool. It's a bought agent helping them. And if something goes wrong, then route to life agents. Okay, so what have we learned in this video? Let's summarize. User experience is the most crucial factor for the success or failure. Often automated indirection. Your role is to help your users to get what they are asking for. It's not Daryl toe fewer out butts. It's our own to figure out what is the best way to deliver. Done with the best results. Therefore act like a search engine Billy Google. If user interface a slightly different search query or them expelling mistakes still try to provide a solution when you know what they want, have them liken agent. Do not provide thousands of years, try with 3 to 5 and offer extra fielder's. They can always ask for more options or provide an Easter requirement in the same way that we do when we talk to life. Agent. Okay, okay, I need a short break. See you in the next video. But by 19. Development of a bot: Hello and welcome back in this video, we'll talk about the development process. What other things to consider when developing A. But okay, what do we need to consider in the development process of the? But we need to choose the right but framework, which can be difficult, since there are many available, and also every day a new frame of pops up. We need to connect both to relevant systems and existing I T systems in the company. Borden is to be integrated with existing tools. You don't want to duplicate that the basis and add another communication channel if everybody is already using slack, for example. Also, you want to make sure that every department in the company knows about childhood development and they can participate. And also remember this. Don't start big, create one thing at a time and conduct a face rollout of features. Let's talk about this Some more businesses can take advantage of numerous frameworks available for both development. Apart from the tech giants like Microsoft, Google and Facebook, there no mayor startups with their own frameworks and specialized offerings that you can use. Most advanced frameworks and tools for building boats are Microsoft boot framework. Google's Now Flow Facebook Sweet I and chat script. Pandora Bots Boss. If I chat Fuel mobile monkey, eyeball flooring so and many Chet this framers give you tools for natural language, understanding and integration. Toe popular chat and voice. EPPS Out of the box, which is a lot. Choose the one that will provide the easiest integration with your existing system and provides easy and customizable development of a. But these frameworks provide interfaces that make the development easier. Using them makes chervil development a poetry, but you're depending on them. They might change conditions. Their forecast about development is also popular because relying heavily on a platform may come with a risk that the parent company can change its terms and conditions. But it means using open source natural language, understanding tools and you'll be creating everything from scratch reaches a lot of work. Also, businesses at like clarity and development, skews to build their own. But for the approach a development from for assistance in creating it. There are many agencies that specialize in both development. See the references and choose the one that suits you. Most connected 11 systems a well designed chaired what should automate routine tasks which are otherwise Monnet on us for unemploy, therefore A but should fit into your business model like a traditional employees a chad. What should have an understanding off the business logic and should easily communicate the end results to the appropriate employees? I don't expect everyone to come to the boat for the answers. The board should be integrated to the internal communication to us. Such a streamlined slick. Also, don't tell the sales team to log into a chair with administration consul to see what let's have come in. Export does directly to existing sales management tools and use at your business. Also, avoid giving your chair but a separate product list. It will be outdated all the time, instead connected to your existing product database. You don't want to be updating product least on different databases. Best to use one source the same one for websites, mobile app, delivery and chair. But that is integrate with existing business system. Enable your child, but to access the relevant customer databases, knowledge repositories and core functionalities, customers will lose their patients of the chair with repeatedly asked for account credentials or is unaware of prior purchases. Furthermore, a fully functioning Chad. What should hook into a back and system such as Spain Bills paying bills accounts to 30 to 40% of interactions, off course or chats. Adecco Center and the inability to connect with this core functionality makes the about half useless, also when developing a chair. But he should create collaboration cross department, a company implementing a botnets to ensure that all departments are aware off the chair of implementation, especially if it's a soul of front. And but it's ascension to the marketing operations and technology teams are supportive of the project. For example, when Kolyma instructed their new Facebook Messenger support channel, they experienced a spike in customer enquiries. However, they had prepared for these bank operating digital genius AI to power their boat assisted agents. When you develop a child, but do it in little steps, don't try to do it all at once. Conduct phase Rollout. If you're building a boat that will support life agent, do it slowly, one future at a time. Human agents must feel supported, redder and threatened by the child technology. For example, start with an internal chair, but with the most creative inoperative and top customer service representative, if successful than at the child but module to existing employees trainings and finally into the new employee training programs. This will ensure your what is well accepted, and it's actually improving the process in your company, which is the only way the boat can be successful. The same goes for other type of boats. Okay, let's review what we've learned in this video. We need to find the right but framework. So, like the one that will help you integrate your both to relevant systems and existing ICTY systems in the company board needs to be integrated to it existing tools, existing databases and CNN systems. And you want to make sure that every department in the company knows about childhood development so they can participate. Also remember to create one thing at a time and conduct a phase royalty off feature. All right, this is it. Now, seeing an ex video Bye bye 20. Maintenance and analytics: Hello and welcome after you publish your boat. There are two things that are important for the success off your boat that is maintainers and analytics support with ongoing went a NAS implementing Chad but is not a set it and forget it process. Instead, a company needs toe allocate resources for maintaining and updating content, company products, promotions, noose policy and more change over time. A team ranging from a few people to 10 people or more should constantly review customer agent board dialogues and fine tune the bots for improved performance over time after Chad would release is important to track analytics across all China's s with any platform or campaign track results. Common customer service metrics are average handle time for conduct. First contractor is illusion rates, escalation rates and satisfaction rates. These should be paired with both metrics such as conversational steps, user sentiment and other metrics. Furthermore, as thes conversations happen, cross platforms in short and analytic system can track a customer message. Across all channels, analytics are often overlooked and underappreciated when it comes to Chad, words while chair with analytics are unlikely to make or break the success of a chair. But they can provide valuable insights into opportunities for growth and improvement by allowing chair but builders to get into the minds off the users. The key performance indicators that you need to trek will often very based on the use case of a child with in demographics of the user base. However, several key metrics will provide valuable insights for just about any chad, but what you do you measure active users. Monitoring active user is a must for most software applications, and Chad words are no different. This information allows you to get a feel for the over a popularity off your child, but and it's a good barometer or feed success. If this metric is going down, it could be an indicator that you need to rethink the use cases off your chair, but and it's design. This is simple yet powerful metric to include in any chair with analytics. For even more insights, you can monitor the recurring active users off your chair. But to get a feel for how often users are coming back, oh, revenue growth. Here's another priority is your chat, but actually making you any money there. Number of ways to evaluate your bots impact on the revenue. Depending on your boss purpose, you will want to keep in mind that the poorly performing, but can have a devastating effect on the rest of your finances. Self service right? This metrics have identified a number of users who get what they want from the chair, but without any human input. For example, if your chair what's goal was to sell a particular product, you will measure the percentage of user interaction that achieved it cold. These indexes are critical to assessing the effectiveness off your child, but it helps measure channels ability to carry out meaningful conversation with users. While the idea session length will be different based on its use cases and the context of a conversation, short session lengths are often a sign of some form of failure. Unless they're chaired, what can resort Fuser enquiries almost immediately. One more warning on this topic. Make sure to use some sort of time out so that session lengths are not inflated by idle periods. The number of steps per conversation is another metric that you need to set a target for and monitor. Ideally, most Chad Woods should aim to resolve a user inquiry in this few conversational steps as possible, impatient users would leave a chair but conversation if they have to go through too many conversations, steps to reach the value they're looking for a good way to evaluate. But success is to view the in density off engagement that would be session length and number off terms in the conversation. In relationship with user expectations for conversation length, this image shows how the expectations of conversation length is different for different type of butts in customer service scenarios, most users want answers as quickly as possible and with minimal in direction. For example, if we ask a question, what is my account balance? We want about to be ableto answer in one simple answer, and also make sure bought will understand all different phrases. Users will want to use their own personal phrasing. And on the other side, success for entertainment, social and coaching bots happens when users have long in directions. That means lengthy sessions with multiple turns. Users want to have his longer conversation as the body can sustain, and successful butts meet appropriate expectations. User Chad. What satisfaction ratings Are your users happy with your Chad Woods? performance. Why not ask them? You can add the feedback in your goodbye intent or in start menu. You can keep this simple. Just ask. Did the boss perform well with possible answers? Yes or no or great? A more detailed answers. Off course. Poor ratings are going to imply floors that are living. User dissatisfied Example of this floors include poor conversation design, incorrect answers, knowledge gaps and repetitive responses. Here's an example of thumbs up and thumbs down rating buttons in the relation but Chad, but fullback responses Chad. What's invoked four back responses when they're unable to find a proper response to a user's message instead of saying nothing, it's better for a charitable to respond by letting the user know that the match wasn't found and somehow get the user back on track. Monitoring how often this happens will help you to be able to identify knowledge gaps, 40 natural language processing and anti expectations from the end user. In regards to other chaired what should or shouldn't know If users are frequently asking for something that your chairman doesn't know, then you should either looking toe feel this knowledge gap or make it explicitly clear that the chair, but can provide this value. On the other hand, if users are frequently getting your Chadwick's four back response when asking for something that your child, what does? No, then you need to train your child. What's NLP? Better to recognize all the different choir is coming from the child with users. Now let's take a look at some tools you can use for the Job Analytics stores. There's bought analytics. Tool is strong in terms of better understanding conversations. There's what is one of the largest and best known child but analytics platforms. It leads to track a wide range of metrics in terms of retention and engagement, conversation and analytics and user behaviors. There's what also lets you use both specific metrics for a deeper understanding off the conversations your users are having. For example, Sentiment Analytics gives you high level view off user moods while the conversation funnel shows which kind of questions your users that asking at a different interval us in heart of conversation tends to progress from there. Both analytics is best for tracking user lifecycle. What analytics is best tool for tracking individual users. It's dashboard displays, the user lifecycle charting the lengthen date of each conversation and a number of conversations per user. This is helpful for figuring out which of your chair what's users are most active. The platform also gives deep user logging by giving transcripts for each conversation. Jed Base, Google's chair with Analytics platform, is Court Chad Base. It offers tools to analyse and optimize Chad. What's more easily this includes giving what builders the ability to understand what works to increase customer conversions, improved about accuracy and create a better user experience. This data is available through an analytics dashboard, where developers contract specific metrics like active users sessions and user retention. These insights, given overall picture of the board's half the dashboard, also leads both creators, compared about metrics across platforms to see if some platform sneed additional optimization. Here, you can see a report that allows you to see where conversation traffic is flowing, user satisfaction or dissatisfaction at specific steps in the conversation and the rate of user drop off at each stage off the conversation flow and one less thing to remember after publishing the But you want to stay up to date with trans and charitable development. While this is correct or any digital solution. Conversational you is an extremely new fielding computing, and it's also extremely dynamic. As such today stop trends. My grow huge, but I can also become obsolete and outdated in just a few months. Listen to your clients and make sure that you're providing them with what expected. Learn even from your competitors and evolve as technology improves and reaches new highlights. This includes paying attention to the new natural language, understanding capabilities as well as devices and China's capabilities. This also includes supporting new types off enabled conversations, adding new functionalities, changing user interfaces and supporting all the latest trendy devices. Many things that weren't available just few months back have now become the backbone off. Some of the leading services analyse and measure boards functionality. See how many people had helped and where it felt. Is it really replacing a human agent? Is it's really generating new leads or any value that is measurable. Keep yourself informed with the new trends and capabilities and relevant publications. With this, I leave you in this widow. We talked about analytics, what a measure, what tools to use and how to maintain a But the things to measure in a boat are active users. Revenue growth, self service rate, session length, the number off steps per conversation user chaired with satisfaction and Chad would fall back responses. And most you stores in what analytics are days but bought analytics and Chad ways maintaining a bought ISS and should be an ongoing process. So stay tuned with the latest discoveries and keep improving every day, over and out, seeing the next video Bye bye. 21. About voice design: Hello and welcome back. Let's talk about voice and direction. Voice is changing. The way we interact with our personal devices with voice in direction is becoming much more human, like from getting help with cooking a special dinner to setting timers and asking Google assistant on my course on our behalf. Today, Interaction with voice ai is becoming increasingly common as technology is evolving and for that matter, voice isn't even exactly new speech Recognition has been quite capable for a least 20 years , and Syria has been helping us sending text messages since 2000 and 11. Now we can use voice toe, xs, digital content and execute tasks. For us, this is much different and click, touch and swipe. Previously, we had to know how to interact with a computer, and we had to learn to use the mouse. Oh yeah, my mom had so much difficulties we had to learn how to use the interface and to use the narrow set off interactions provided to us in the best computers only knew their own language, and humans had to adapt. Initially, that's man's communicating directly in the computers language by typing off court or commence this interaction method was greatly improved with the introduction off new user interfaces, the interfaces that we know now, windows and buttons and links and all the things we see a news on the screen. This abstracted a communication method and translated more human friendly input methods into computer language in the background. In turn, this interface is translated a computer response into formats more easily consumed by humans. However, these were all programmatic interfaces. There were a pretty five set off interactions with no way to go beyond them. Menus and buttons made it easier to interact with computers, but if the often was not on the screen there, it was an option. This reduced errors but force used or stolen. How to use this interfaces. And now we're going beyond programmatic interfaces progresses in the area off natural language, understanding and natural language processing and also automated speech recognition capabilities introduced the option for conversational interfaces. It enabled US humans to communicate in our preferred method and computers to accommodate a just and learn. It's an extraordinary change, and the use designers are overwhelmed with the responsibility toe help computer succeed in the new dynamic. This is the context behind the UX designers requirement to design for conversation. It is not just about helping the user but also helping the computer the voice assistants to be successful in its interactions. So designing for conversation presents to challenges you must design for both the user and a computer. Secondly, you must design for interactions without the boundaries many of us became accustom to in programmatic interfaces. As you move into a conversational design, experts say critical success criteria is not assuming you know how users will speak but analysing and evaluating actual conversation to really understand what is working and what is not meaning analytics and maintainers are the most important part. Do not assume work with a real data. If there is something I want you to remember from discourse, then this is it. Don't assume. Use the real later and you will be on the path of success. L. A. Is not a sign of failure. It is a learning moment to improve. We aren't learning how to talk to computers anymore. We're teaching computers to talk and understand us. The changes profound. It's a big challenge for voice app developers. The goal here is to have a seamless voice user experience in order to lessen the burden on the user. User experience should be ultimately a seamless and a simple to navigate us possible. Therefore, it is crucial to keep your users in minds during the development process. The user experience is the core responsibility off the designers, but everyone involved in the development has a role to play. Developers, writers court the insurance and everyone as it works on a voice app from concept through ongoing use. When you build a voice in the face for user, don't think users are stupid. I don't think they don't all the wrong things. Your mission here is to help them tow mater experience. Easy, efficient and delightful new interface should not take off more time, but ultimately give them time back by making computing tasks easier, although human languages now the way to talk to a computer. But we should still have the users to have a clear and realistic expectation what they can get from the indirection. We need to show them how they can communicate with computer devices to receive the information or interactions day desire. Here are some tips I have for you, said expectations don't over promise be realistic. Roberts and our citizens are built to be increasingly human like, but they're not human, and they have different capabilities. We aim to have our assistant just enough human like. And of course, we have to define what a human enough is. We don't want to trick people into thinking that our orbits are human, because we're just going to let people down. Yes, so in this video we talked about the basics off voice in their faces. What we have learned is your mission is to help users and made experiences easy, efficient and delightful. You're interfaces should not take more time, but make it easier for them. This on your solution around the way humans are and expect to interact, have the user in mind. Do not assume what users want, but instead analyze and learn what works and what doesn't said expectations don't over promise be realistic. And now let's go to the how part. Seeing an X window by 22. Why and how Chatbots and Voice assistants Are Different Part 1: Hello and welcome Chad. What's what a buzzword for quite some time, no. And soon voice assistants came to the scene what men you were doing, just opening the new channel but used the same conversational flow, which is not a good idea. Why listen to this video and avoid pitfalls off these decision? Chad. What's became very popular before voice assistant started to experience rapid consumer adoption. Many businesses experimented with Chad words. Before building voice, Epps chaired what's offer a type of conversation and see Suissa seasons are also conversational. It seems smart, too many to apply the existing chervil design to voice assistant, however shared and voice that is different as well as ivy, a systems and voice assistance. You ask me, what is the difference? Let's review a few of them in this in the next video. The first difference is the time off response invoice. We get to speak when the mike opens in Chad, we can decide when to talk. We can even have a long post or interrupt while the chair what is still responding. This cannot be done in a voice in the messaging world. I get message and I can decide when to respond with voice assistant. We need to wait for the mic to be opened with chaired what we can still type when the chair . But it's also replying, so the design of the errors is very different. Another difference is the ability off the user to refer back to the transcript of the conversation when formulating a response with accent. Chatter can always have a reference. But invoice. The user cannot recall if it is not in his or her memory. Even if the voice of season has a data, users only half what they can recall toe help move the conversation forward. This means they may need information repeated in order to refer back to it in chat interaction, both involved with the entire conversation to refer toa when preparing responses, I the user can see the whole message. I know how long it is so I can say something, and I know what I'm going to input. You don't have to ignore anything. You look at everything. It's intentional. I meant to write this with voice on. A lot of it is accidental. You have to design for what to ignore with voice and might be background noise, the user might start talking to someone else in the middle of conversation. One other thing to consider. What if the user poses to collect their thoughts in the meats? Off speaking, the voice of seasoned microphone generally recognizes poses unless very short as the end of the speech, and then goes about intent and direction in formulating a response. There is a good reason for this. The voice assistants want to appear to be a fast and responsive as humans. It force assist and made a long post to ensure user to complete. It would be viewed as slow or unresponsive. This is not a buck, but it leads the heirs in the conversational indirection chaired. What's don't have this constraint? Because Chad words are synchronous, they allow users to proceed at their own pace or at least offer much greater flexibility invoice. Neither party's certain when the other is going to stop talking. It's not about being able to interrupt the uncertainties also about when the microphone opens and when it closes. Are you talking to someone else in the room when the microphone opens and turn your attention to the voice assistant, how does the voice of season, determine what speech was intending for it and want to ignore. All these have to be incorporated in the designing off the voice, but so let me repeat the crucial differences recovered in this Vina 1st 1 is a time off response. Invoice were limited to speaking or listening. Users cannot interrupt. They cannot take long poses. Next thing east. That invoice. Other types off air occur like background noise or users talking to other people in the middle of the conversation or my closing before user gathers. He saw her thoughts also in chaired. The user can look into history and with the voice user has just a data he or she remembered . And we all know we can't remember more than 5 to 6 species of information at once. Even that's a lot if we're tired. If you're a mom with a small kid like me, then Mark seem. But it goes into memories. Well, not that much. These are all the differences that greatly influenced the design, so don't make the mistake and simply turn your chair, but into a voice. But But these are not all the differences are cover more in the next video sooner next week now, Bye bye 23. How Chatbots and Voice assistants Are Different Part 2: Hello and welcome in the previous video recovered some differences between a chat but any voice. But let's review some more. Let me repeat the differences we covered in the previous video. 1st 1 is that invoice were limited to speaking or listening. Users cannot interrupt. They cannot take long poses. Reach MacOS errors. Next thing is that invoice. We can encounter background noise or users talking to other people in the middle off the conversation or my closing before user gathers he's or her thoughts. This is not a case with the child, but also in a check. The users can look into history and with the voice user has just a data here, she remembered. Are there any other major differences? Well, yes, they are. A big difference to consider is that the chat offers visuals like images. Cars and buttons were voiced. Us not in the chat. What user has all the time access to the text, as we were saying in the previous reader invoice. The references limited to users memory and text, isn't the only visual aid it is useful in communication. Images are also on option. In some terrible conversations, you can upload an image to express a thought, provide additional information or move the conversation forward. SciMed. And this is about adding to the conversation and in the others is about connection between the human and about also, many chaired with your scars. Quick replies images, bottles toe help users within directions. These are not available with voice only experience. Here is some interesting story. There was a pretty popular weather chart, but and people are sending it images. Developers didn't realize until seeing the analytics that showed all the different content types. So they decided to just respond to it with a kind of quirky fund responses. And what happened is engagement increased. They came to find out people are sending the images because I treated the but as if it was a friend and you sent images to your friends. So they also sent images to the. But I find this story very interesting and important part here is that they would not realize these by not looking at locks and making the right response another effective tool in personalizing and emphasizing part of the speeches Emoji keepers often support emerges input as well. In terms I'm Chad. What's consent images back to the users to create a richer experience. This, obviously, is not something a voice apkindo. So when considering whether you can put your chat about design over to a voice up, you have many differences to take into an account, although a voice has a better way of displaying emotions that on a voice speed of speaking warmth expressing emotions, all this is much harder to achieve with the child. But one more thing to consider is that while we read, we put the emphasis at the beginning of text, since, while reading, we often read the beginning off takes, make assumptions and then just keep the rest of the text. This is how our brain works with voice is the other way around. We remember most what is said at the end of the speech. Therefore, it is wise to put the important part with the voice at the end, so chatbots need to say the important thing first and a season's keep the best for last. It is wise to know the communication style of your partner, like in a relationship. It's not what you say, but how Say it and you want your users to hear you. I know it is tempting to treat all the conversational interface is the same Chad. What's envoys have certainly have many features in common. They both enable users to communicate by typing and speaking human speech. However, there are many important differences between chat and voice that user experience designers must keep top of mind things to consider our how the conversation will change when the time of the response is limited. And also will the lack off takes history. Require different conversation flow. Determine if you need to change the order off your messages. So the key point in the responses at the aunt and not at the beginning understand that voice and hold your own in direction. We leave it the type of information and connection you can make with the user. There will be no images, no cards, no buttons, no energy, no graphical AIDS to help user out. These are all the differences that greatly influence the design. So avoided temptation to treat all conversational interface is the same. See in the next video about by 24. Voice UX mistakes to avoid: hello and welcome there. Several best practices to embracing your voice, you x efforts and just as many pitfalls to avoid in this window, I will talk about few mistakes to avoid. So what did the mistakes? You need to know what the 1st 1 is. Assuming the user is like you, 2nd 1 overlooking the importance off prompts and relying on words alone next one is also important. Assuming texting loves convey clear meaning. On Last one is assuming unit and system tasting are sufficient with voice. Let's take a look at them one by one. 1st 1 is assuming the user is like you, I look up, a do director of research at Nisa Norman Group, wrote about the force consensus effect. He said that the force consensus affect refers to people standing see to assume that others share their beliefs and will behave similarly in a given context. Users have different backgrounds, different experiences with user interfaces, different mindsets differ, mental models and different ghosts. They're not us. We all talk, so it's natural to think that we know how conversation will flow, and these leads to many voice have their originally designed. Assuming people talk like widow is a wrong assumption, and region is. And it's one of the key failings off many of the early Ivy Air Systems. Team McCullers off Discovery Communications has overseen the development of some of the most successful forceps on Amazon. Alexa, and put it this way. I don't expect that people talk the way you talk or converse the way you converse. It's crucial to assume that there is going to be a diversity in the way people converse even within a single language. Better to assume that people will talk the way you don't expect and your job east to figure out where you got it wrong and made the correct moments as soon as possible. Next common mistake. While designing for what is overlooking the importance off, prompts prompter questions. We ask user to guide them to the next step. Prompt other questions. Us. To help move the conversation forward. It seems logical to focus first under key content, and I lock you in dental offer. However, this often means that the problems are often neglected. Care deeper from Google says that is a mistake. Ah, lot off people forget that a promise herself. That is what of our system, said and ask the user is a crucial part of Ford's design. You need to spend a lot off time crafting this prints. Ah, lot off people. Think of it as the icing on the cake. But there's excuse that, involved in choosing exactly how to craft this prompts, relying on words alone is the next mistake people do. When designing for voice Morris assistant interactions offered the opportunity to introduce sounds beyond language to increase satisfaction in the user experience, Increase understanding and in region direction, says Say Spring Marks Webster. One mistake I see often is not enough. Yusof Nonverbal audio. When I open your third party skill, do here tone or a jiggle or something that lets me know that I am now in this experience, or is there another interaction with your brand where that post together something like in the NBC crimes or the intel in sight? Is there some signature order that it's part of it where something works? Do I hear a success? Ding When something does not work, do I hear a scent of buzzer sound letting me know it doesn't work? That is a big one. Next mistake this one is about analytics. What could send you on the wrong track is assuming text in logs have clear meaning. People assume you can understand user intent simply by reviewing takes transcripts off you . Terrence's in the locks. That is incorrect. According to the beers Google Off Sparks Central. These other is helpful, but there are variables of expression in context that can alter the meaning off. Text language can be illogical when the verse you utter do not reflect at all the meaning. The obvious example is irony or sarcasm, where you don't have enough signal in the written word to derive the true intent of the statement. So mistake that many people make today is assuming that just by looking at the road takes from the message that you can interpret Oneto one the meaning off the message. The reality is death. You cannot. This applies not just for the reasons off irony, which is an extreme example, but also for reasons of contacts. The contextual situation off where somebody others a sentence off types of message influences what the meaning is, and the last one I want to talk about is from development. Don't assume unit and system testing are sufficient. You need to have a real world testing, Charlie Young, a sheikh from Applause, points out. Consumers expect to be able to launch the skill, speak naturally and accomplish whatever they set out to do. The problem is that conversations are highly variable, and there are thousands off ways to say the same thing, especially when you can see the different languages and dialect. A leading auto manufacturer works with us. For Alexa, Voice Service is testing. Our testers, discovered at the leaks are really struggled to understand US drivers with specific solar and redressed accents, which for this Kline represented an important demographic crowd. Testing, where we're using real and users from across the globe is a natural fits toe. Uncover and account for the story ability between people, your graphics and devices. So these are the most common mistakes. Let's review them again. Assuming the user is like you, overlooking the importance off prompts and relying on words alone. Assuming text in Los conveys clear meaning and assuming unit and system tasting are sufficient with voice. Now that we've gone through all the things that can go wrong, let's also see what we can do to get things right in the next video. But by 25. Voice UX Best Practices: Hello and welcome back. Now you know what not to do. And this video will go through all the things you can do to get things right. So what can you do? This is what I recommend. Set expectations and don't over promise. Create a voice persona. What's important must come at the end design context. First, respect your loves and adjust. Apply voice on Lee where it fits. Let's go through each of them. Set expectations and don't over promise. The hype surrounding Serious Lounge on the iPhone four s created an appearance that the new voice assistants could do anything. It was often shown a similar to having a human assistant and EPA's reputation for innovation made. It's impossible, but they weren't The first. Release of Siri was amazing in many ways, but its performance could not match the hype. As a result, many customers got negative association with Siri's capabilities to this day, despite its great improvements. On the other hand are Amazon launched Alexa, saying it could do only a few things, but it would learn over time and be able to do more. Expectations were set appropriately and consumers fell in love despite limitations off the initial product. Karen Kosowski. If Robert Features suggest voice, have developers, shoots that expectations and avoid over promising If you say you can do everything, you are sure to fail, we should design our Roberts and assistance to be human enough, but not the human least our promise. And, of course, we have to define what human enough is. We don't want to trick people into thinking that our rovers are human because they're just going to let people down, so setting expectations of what the robber can do becomes huge, says Scoring Kosowski. Off the Robert features create a voice persona for a more memorable experience. An emotional connection. You need to create a voice persona. Emotional connection Richard Brandt is linked strongly to success of your app. Important for brands is together early in created presence, but also create a voice persona, a way that people can identify with your brand audibly and a soundscape. Along with that, if every Brent out there uses Alexa voice on Amazon and the Google assistant voices on Google home, But then what is your rent? What are your audio assets? So it is super important to create a voice persona for your brain to actually make your content comma life and make it believable to your listeners. Was assistance can create a challenge in making your brand stand out. You don't have the colors, the logos and rich images to immediately trigger an association or emotional reaction from the user. In fact, if you're using the voice assistant provided, voice your audio brand maybe undifferentiated from the platform and your competitors. A great starting point is to define your voice person that can include using a voice actor or simply adopting language, phrasing, timber, pace and style that you will implement through a voice assistant provided voice. Don't forget to include other sounds to make your experience unique. You can add sounds at the beginning of the conversation, so the user knows exactly that. Now your brand experiences starting. And when designing replies, remember that when we're speaking, the most important part comes lest the last thing we here we remember most, what's important must comedy. And if you're presenting information through text, the most important information should come at the beginning. That ensures that the most important point is not missed in case the readers keeps the material afterwards, an invoice. The key point must comedy end. If you're reading something from a screen, you want to put the major point at the beginning. The big take away should come first, because people will read the first sentence and skim the rest. Invoices exact opposite. Whatever you want, people to take away from what you've just said, you want to put it right at the end, says Steam MK Earth from Discovery Communication. If you don't put the main point at the end, people may forget or even lose the context of the conversation. This is particularly important when asking a question where no response is critical to moving the conversation forward if you write, is great. Prompt that is designed together specific information from a user. But then, at other information, the user could just forget what you said. First, our memory just works that way, and your prompt will be lost If you add information after also, the user may start to answer the question before divorce. APP has finished speaking. Kathy PERL, author of Designing Voice User Interfaces, emphasizes this point in her voice boats basket appearance. What we learned that no one's in building this conversation was hard instructor a prompt so the user knows what they can say when it's their turn to talk and how to not confuse the user. Never invoice. Should the question we followed by the statement like which account would you like? You can say savings or checking, because after you say, which account would you like? They will say checking before you've said anything and they're going toe. Bartender prompt in the prompt we're still paying, and they're going to get confused when you are designing for voice. Think also about this. Are you designing only for voice or his voice of support for visuals? Big context aware. There is a difference between worse first and worse only principle. Let me tell you about it. Design context. First, don't fall into the trap of thinking. Voice only design. Many off our voice assistant interactions are already including visual elements, such as images sent text. A better approach would be to think voice first, because some experience and maybe most of them, are going to be voice only in practice. So designing for voice first means ensuring the most un forgiving use cases are addressed. You're happens to work on voice own indirection and also with additional visuals, these boys down to context first design. According to your boss, Yang Kyu Nick, every device has its own context. Context First is delivering the right information at the right time on the right device, says Yan Konik. If you want to design the best experience ever, you need to keep in mind the device context that is, its capabilities and limitations and situational conduct. That is, who is using the system? What is their friend off mind and intent? Also, what are their expectations? Where they currently and other factors that might influence the experience? This is how experience was. Designers would do it, but start with the basics. First, insure. You can create an effective force only interaction using contextual perimeters. Then decide how you can deliver variable voice enabled experiences optimized for different types of engagement across the devices you plan to support And remember Allah's will happen if your job is to find them. Treat them is a learning experience. Don't forget to inspect your locks and adjust. You cannot predict every error that will arise in the user in direction. However, you can review user sessions to evaluate errors and decide how to improve your voice up. Include this. Practice into your voice up lounge and maintain its plans. Shane Mack, off a Ceased, says Everyone in software has been scared off the errors, but errors actually help you. The show, where new opportunities for engagement exists, Kathy per ad studies by saying, It always surprises me today when someone is building a voice system and they don't realize they need to be looking at their locks. And what a wealth of information that is, it is also important, especially for voice toe. Make your system good. Your process should include dedicated time to review logs off real user sessions immediately after lunch to understand how you can address critical errors, and you should plan to review locks on a regular basis. We can fix problems and indentified new opportunities. And now the final point of consideration. Apply Voice on Lee where it fits. Voice is not always the best solution to provide for your customers to be as given off Spark Central commented the biggest challenge of voices. It is synchronous real time channel. You can't keep a session open forever and support a truly natural kind of conversation. You can't really do it continuously in an office. You can't really do it in public, at least in many cases. So it has a place designers should consider first, whether voices appropriate. Will it deliver desire to impact? If the answer is yes, then should decide whether boys should be either the primary user interface or a supporting Put that this will you show visuals? Okay, what have we learned in this video? What are the recommendations with the order design? Let's go through them again, said expectations. And don't over promise creative ways. Persona. What is important must come at the end. Design contacts first, not only voice but was first and think of device context and situational conduct. What our devices being used and what is the context of the situation user is in when interacting. And don't forget to inspect your locks and adjust experience. Treat errors is most valuable input and apply voice on Lee, where it fits where it will deliver desired impact. Now let's and this reader and take a short break Bye bye 26. How and where to write prompts: Hello and welcome in this reader will talk about when, Where and how to write prompts. Let's review again. Water the prompts prompt of the questions You as the user toe have moved the conversation forward. And when do we Great Brant's during high level and detailed design. Creating prompts comes after you do all the essential work. Creating promises a high level task and must be done very detailed. You'll be creating Prince when you have describe your use cases and conversational flows. When you have your flows to write a promise that will guide the user to the next step off conversation. Start with voice first. When you start writing, prompts is best designed them for voice only experiences first. If you start designing with a screen in mind, it can be easy to lose thread of conversation and end up with a graphical interface. It is not good for conversation. Getting the conversational flow right is easier if everything is in one place that is in the spoken prompts. And when using only voice, you need to put all in prompts. You cannot play something on the screen as your expense to different screens. Pieces will move out of the spoken prompts into the screen interfaces. When you have a clear understanding off the conversation or conduct, it is impossible to write a good prompt without a detailed understanding off the context. What happened before the dialogue? What could happen next? What is the users mental state for? The thing you're talking about? Refer back to your initial conversation. Flow throughout the design process to make sure any promise it or new prompts still feed the overall flow off the conversation. Where and how prompts appear Promise at the core of conversational interface. Their super important spoken promise will be displayed on the devices with audio output, and display prompts will be displayed on devices with screen output. Therefore, your user will hear Onley audio prompts if using only speaker or it will say only this way . Problems. If using divisive, has only a screen worried, we'll see both. So these are the three different experiences when usually sing both. It is tempting to just murder order only and screen own interaction into one experience. But that is not the way to do it. First of all, screening odor only might have a different conversation flow, since represent and look for information in a different way. For example, when the user wants a list of events in the screen, we can give him a list with all the events on the bottom, off the least, there is a pagination and user can simply move and see all the dresses and select the one he wants to see more information on. So in the screen, it is much easier to move around the list of items when we have only voice. It would be better to read only one event eaters and then wait for the user to see if he wants to hear more so he can move one by one even and choose the one he wants. So different conversation flows, and we cannot simply merge them for screen and voice. Together, we might want to show a least on the screen and with voice only say, selected event you want to hear more about. And in this case, this was not a much but a new experience. Even if we have the same flow, merging them could be overwhelming for the user. So we need to consider different device contexts. Is the use air using only audio or only screen. And what kind of the screen that is, or what if the device supports both audio and screen, make each of these experiences pleasant, and it's effortless as possible. How do you create a spoken, prompt? Spoken problems can either be synthesized or recorded speech to create a synthesized voice . You may use services that are that are already available. Let me name a few. There are many services that provide takes to speech. Like Amazon Spoolie service, it uses advanced deep learning technologies to synthesize speech. It sounds like a human voice. Also, Google's action on Google Platform provides a variety off takes to speech voices that speak different languages, and Microsoft has he sticks to speech. A P I. IBM has also its own, so planted to choose from. The other option, apart from the synthesized voice, is to record your own voice interaction. You can hire a professional voice actor or even try using your own voice, either where your need to record all the audio that will be used in your app. Let's see promise in action. Here's an example. This is an example off prompt we give after the request Okay. Now, what color off summer dress are you looking for? What we do here is with okay, we confirm that we have heard a previous request. No marks that the following question is a result of previous request. This is called discourse. Marker with a question. What color are you looking for? We want to know the selection and make sure the user response on Lee with the name of colors it is very indirectly implied in some address again confirms we heard the first request. It confirms the item requested. It is an implicit confirmation. Okay, lets see another similar example. I see a pair of new women's shoes. For what size? In this example, we don't use now or so or any other discourse marker. But we confirm we heard a request by saying, I see we implicitly confirmed pair off woman shoes and we add a prompt. That implies answering with a size number. So this question has little possible answers. All right, here's another example. Sure. In what color in this example, we also skip the implicit confirmation. This kind off prompt is to be used only when the user could also see on the screen the product he or she is interested in. Okay, Do not forget that invoice. It is important that you put a prompt at the end of the speech. Otherwise, user will get confused. Just think about it. We never ask a question and talk about another minute and expect the other one to answer the question. If we do that in a conversation, the user my start talking after the question, or it might forget what the question was asked. So be careful when designing prompts prompts are key to making your conversation flow and not fall out seeing the next you know by