Deus UX Machina- Best Practices for Chatbots and AI in 2019

Alex Ornelas
21 Sep 2018
1:30 pm - 2:20 pm
Federal Reserve Room

Deus UX Machina- Best Practices for Chatbots and AI in 2019

Convenience is the future of e-commerce. In our current age of messaging and communication, chatbots and other forms of artificial intelligence (AI) are a natural gateway to ultra-personalized experiences.

There are thousands of chatbots currently in production across multiple industries, with the usage and engagement of chatbots exponentially growing year after year. Gartner notably predicted in late 2016 that the average person will have more conversations with bots than with their spouse by 2020. Hype or reality, the development of AI in this space is accelerating.

AI and machine learning is even more involved. Tech giants from all over the spectrum are creating their own hardware and software to accommodate and capitalize on the growing market for personal assistants and embedded technology.

Facebook recently launched messenger as a service for business. By utilizing machine learning and bot technology they have connected 1.2 billion users to 600 million businesses. Amazon uses AI and robotics to fulfil online orders and inventory management. Additionally, Amazon leverages machine learning to recommend products based on customer purchase history, search and discovery.

Amazon has also harnessed the power of computer vision for AmazonGo. This system can recognize and track a customer throughout the store, identify what items have been picked up, and automatically completes the purchase transaction when the customer walks out of the door.

Chatbots are being utilized by companies such as Kayak, Trip Advisor, Hipmunk and Mezi as personal travel assistants. Trip planning is the key issue in travel and within the next 10 years chatbots using AI will change the travel experience fundamentally. People will be learning things proactively through chatbots instead of having to conduct research themselves.

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Some of the best examples of AI and chatbots, (Rose, Poncho, Right Click, Insomno Bot, Dr. AI and Melody) touch on common user experience (UX) themes of ease of use and desirability. Mitsuku in particular won the Loebner Prize, an annual competition in artificial intelligence that awards prizes to the chatterbot considered by the judges to be the most human-like.

While the Loebner price concerns itself primarily with the ‘Turing Test’ (a machine’s ability to exhibit intelligent behavior equivalent to, or indistinguishable from, that of a human), there’s still the end users’ experience to consider. Existing best practices and standards for chatbots and AI cover topics such as engagement, understanding and context.

But with technology rapidly advancing the field, many are still struggling with designing optimal user experiences. What is a conversational strategy for AI and machine learning? How do you design without an established set of core principles?

In our presentation, we’ll explore the current and future state of chatbot and AI technologies with a set of recommended core principles and strategies. We’ll also explore prime opportunities for leading customers through engaging experiences, all powered by consumer-grade AI.

Finally, we’ll also showcase how particular aspects of chatbot visual design impact user engagement, and where industry best practices are taking user-machine interactions into 2019.

By the end of the session, attendees will be armed with key takeaways on leveraging different branches of AI for your own chatbot development. We’ll also showcase how particular aspects of chatbot visual design impact user engagement, and where industry best practices are taking user-machine interactions into 2019.