A workshop for people to learn how to make chatbots! Discussing UX, AI, and much more. This was presented at SXSW 2017 and at O'Reilly Design Conference by Austin Beer, David Sicher, and Matt Ryan.

1. Hello.45 Main St 3rd Fl . Brooklyn, NY 11201
P: 718-625-4843
www.hugeinc.com
MARCH 12 TH , 2 01 7 | D E SI G NI NG INTEL LIGEN T CONVERSATIONS @SXSW

2. 03.1 2.201 7
Designing Intelligent
Conversations

3. AGEN DA
3
1. Intro.
2. Talk.
3. Design.
4. Break.
5. Build.

4. Introductions.
TALK
4

5. 5
Introductions
Austin Beer
UX-er
David Sicher
Prototyper
Matt Ryan
Prototyper

6. 6
Los Angeles.

7. 7
<3 Workshops

8. 8
JesusBot
INT RODUCTIONS
Helps connected christians pray
regularly, get advice, and directs
donations to great non-profits.
8
@MKLoomis

9. Introducing
chatbots.
DESIGNING INT ELLIGENT CON VER SATIO NS
9

10. What is a
chatbot.
TALK
10

11. A chatbot is software you
have a conversation with.
DE FININ G CHATBOTS
11

12. 12
Anything can
be boiled
down to a
conversation.
CHATBOT BA SIC S

13. Deciding
what make.
TALK
13

14. 1. Mini-version of your business.
2. Extend your marketing.
3. Focus on automation.
AWESOME KINDS OF CHATBOTS
14

15. 15
Mini-version of your business.
AWESOME KINDS OF CHATBOTS
MediaFinance Transportation

16. 16
Extend your marketing.
AWESOME KINDS OF CHATBOTS
Blog / Notifications Portfolio SiteCampaigns

17. 17
Focus on automation.
AWESOME KINDS OF CHATBOTS
Customer ServiceOperations Legal

18. The stakes of
automation.
TALK
18

19. 19
Gort

20. 20
Art & science utopia?

21. 21
Invincible police-state?

22. 22
Automating religion?

23. 2323
Guided mediation. Regular reflection.
Habitual religiousness
AUTOMATION NOW
Relationship design.

24. 2424
AUTOMATION NOW
Is this really
what we want?

25. Time to make some decisions.
25

26. Who do you want to help?
Or replace?
WHY THIS MATTER S
26

27. What are the roles for
bots in the future?
WHY THIS MATTER S
27

28. What are the roles for
humans in the future?
WHY THIS MATTER S
28

29. Explore what relationships do we
want automated by technology
& which we don’t.
TOD AY’S LESSON P LA N
29

30. WHY DESIGN MATTER S
Design identifies the
right thing to make.
30

31. Solve messy problems with
iterative, collaborative &
empathetic methods.
DE SIGN THINK ING
31

32. Time to start designing.
32

33. Designing
conversation.
DESIGNING INT ELLIGENT CON VER SATIO NS
33

34. Let’s figure out the goals,
structure, & what to say.
REME MBER GOOD CO NVER SA TI ON?
34

35. Picking goals.
DESIGNING INT ELLIGENT CON VER SATIO NS
35

36. Define the relationship.
CHATBOT PERSONA
36

37. 1. Parent.
2. Pal.
3. Pet.
DEFINING T HE RELATIONSHIP
37

38. 1. What does it tell users to do?
2. What does it do with users?
3. What do users tell it to do?
DEFINING T HE RELATIONSHIP
38

39. 1. Remind people to pray.
2. Help with ethical problems.
3. Send donation to a non-profit.
DEFINING T HE RELATIONSHIP
39

40. 1. What does it tell users to do?
2. What does it do with users?
3. What do users tell it to do?
DEFINING T HE RELATIONSHIP
40

41. Take 5 min to write Parent,
Pal, & Pet behaviors.
TEAM WORK MAKES THE DR EAM WOR K
41

42. What to say.
DESIGNING CONVERSATION
42

43. How might we sketch the kind of
conversation we are having?
THE PROBLEM
43

44. THATS HOW
Conversation
Mapping
44

45. Using post-it notes to be
clear & collaborative.
ADVANCED CON VERSATIO N MAPPI NG
45

46. 46

47. 47
Clicked buttons
Utterances
Natural Language
Processing (NLP)
The script The interaction

48. 48

49. 49
Pray
Advice Donations

50. Pick a Parent, Pal, & Pet goal.
Take 10m to sketch out a
conversation!
TEAM WORK MAKES THE DR EAM WOR K
50

51. Structuring
conversations.
DESIGNING CONVERSATION
51

52. We quickly end up
lost in the details.
52

53. Stay focused on structuring
interesting kinds of conversations.
CON VERSATION STRUCTURES
53

54. 54
Try having a different kind of
conversation.
CO NVERSAT ION STRUCTURES
String of
Pearls
Train
Track
Parallel
Track
Open
World
Hub &
Spoke

55. 5555
CO NVERSAT ION STRUCTURES
Train Tracks for
customer service
& routing.

56. 5656
CO NVERSAT ION STRUCTURES
String of Pearls for
news, quizzes, blogs,
& notifications.

57. 5757
CO NVERSAT ION STRUCTURES
Open World for
entertainment &
fuzzy searching.

58. 5858
CO NVERSAT ION STRUCTURES
Parallel Paths for
switching between
human & bot, or agents.

59. 5959
CO NVERSAT ION STRUCTURES
Hub & Spoke for
menus, core stories,
& easter eggs.

60. Take 5m to identify the
structure of your conversation.
Where would you expand to?
TEAM WORK MAKES THE DR EAM WOR K
60

61. Get ready to make
some bots.
DESIGNING INT ELLIGENT CON VER SATIO NS
61

62. Tooling &
setup.
BUI LD
62

63. Copy the files from
the USB drive to your
computer.
Super easy.
STEP 1
63

64. Run the Docker
Installer & follow the
onscreen instructions.
We believe in you.
STEP 2
64

65. Open the folder
named ‘demo-bot’.
Double click the
‘Install’ file.
That’s it for now!
STEP 3
65

66. Break.6100 Wilshire Blvd, LA CA 90048
www.hugeinc.com

67. Making a chatbot.
DESIGNING INT ELLIGENT CON VER SATIO NS
67

68. A.I. is not magic.
BUI LD
68

69. A.I.
69

70. A.I. is “the capability of a
machine to imitate
intelligent human behavior.”
70
― Merriam Webster

71. AI is the science of engineering
machines that are capable of
non-trivial, non-routine computations.
MATT SAYS
71

72. AI is a system that provides the
correct service to the user
based on the user’s input.
DAVID SAYS
72

73. AI is anything that has
been designed with
human behaviors in mind.
AUSTIN SAYS
73

74. The spectrum of intelligent
human behavior.
LETS GET C LEAR ON A.I.
74
Very complex
systems
Made for
humans
Mapped out
actions to reactions

75. A.I. IS NOT M AGIC
Instead of worrying
about A.I., focus on
your services.
75

76. Machine Learning & API’s
help make chatbots feel “smarter.”
AI IS N OT M AGIC
76

77. Machine Learning.
77

78. Machine Learning is a
method to detect patterns
in large data sets.
78
― Austin, David & Matt

79. 1. NLP / Speech Recognition.
2. Geo-Location and Mapping.
3. Image tagging.
EXAMP LES OF MAC HINE LE ARN ING APPLICATIONS
79

80. A.I. IS NOT M AGIC
Machine Learning is
not required for most
chatbots.
80

81. API’s.
81

82. API integrations connect chatbots
to services and to the real world.
WHY API’S
82

83. 1. Getting user data.
2. Connecting with Internet of Things.
3. Sending a purchase request.
EXAMP LES OF API INTEGRATIO NS
83

84. A.I. IS NOT M AGIC
Creative use of API’s
is the real magic.
84

85. Now let’s
really make
the bots.
BUI LD
85

86. Register at
join.riseofthebots.net
You will receive a email confirmation shortly.
STEP 1
86

87. Go to
slack.com/apps/
manage/custom-
integrations
The link is in slack.
STEP 2
87

88. 1. Click ‘Bots’.
2. Click ‘Add Configuration’.
3. Enter a username.
4. Click ‘Add bot integration’.
5. Copy your token. (we’ll use it in a minute).
6. Optional, add a profile pic
88
STEP 3

89. 1. Double click the LAUNCH file found in the
demo-bot folder.
2. When prompted, enter your slack token
and press ENTER.
3. Check in Slack to see if your bot is online!
89
STEP 4

90. Follow along &
get making.
You are amazing.
STEP 5
90

91. Rising of the bots.
DESIGNING INT ELLIGENT CON VER SATIO NS
91

92. Bot imperatives.
DESIGNING INT ELLIGENT CON VER SATIO NS
92

93. 93
Paul Grice

94. 1. Quantity.
2. Quality.
3. Relation.
4. Manner.
GRI CE’ S MAXIMS
94

95. Be helpful & clear. Don’t ramble
or have too many options.
MAXIM OF QUANTI TY
95

96. Be honest about what you do
& don’t over simplify.
MAXIM OF QUALI TY
96

97. Respond to everything, but
remember the goal.
MAXIM OF RELATION
97

98. Consider how what is said is said.
Be enjoyable, not curt or overwhelming.
MAXIM OF MANNER
98

99. ALWAYS REME MBER
Fuck the rules.
99
Technically, Grice said “flout the maxims”.

100. Done.6100 Wilshire Blvd, LA CA 90048
www.hugeinc.com