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Crafting Chatbot Conversations

The document summarizes Vishnu K's summer internship at Active Ai from May to June 2018. During the internship, he worked on scripting and prototyping conversational interfaces for banking clients like HDFC and Axis Bank. He also explored topics like conversation design processes, micro-interactions, interface evaluations and the differences between conversational and graphical UIs. Key learnings included when conversational systems are appropriate over apps and their potential for inclusive technologies. The internship helped him gain experience in a design team and understand their processes.

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Vishnu Kurupath
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301 views30 pages

Crafting Chatbot Conversations

The document summarizes Vishnu K's summer internship at Active Ai from May to June 2018. During the internship, he worked on scripting and prototyping conversational interfaces for banking clients like HDFC and Axis Bank. He also explored topics like conversation design processes, micro-interactions, interface evaluations and the differences between conversational and graphical UIs. Key learnings included when conversational systems are appropriate over apps and their potential for inclusive technologies. The internship helped him gain experience in a design team and understand their processes.

Uploaded by

Vishnu Kurupath
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Summer

Internship @
Active Ai

May 7 2018 - June 30 2018


Summer Internship @ Active Ai

● Introduction
● Work
● Explorations
● Learnings
● Conclusion
Introduction
Vishnu K
M Des Interaction Design
IDC IIT Bombay
Objective

To obtain experience of working in a design team

To understand design process followed in the industry

To learn something new in the field of design


Work
Work

● Script, Flow for HDFC MFO Concept Video


● Axis Bank Aha
● Active Smart Services
● HDFC Smart Assistant Arya
● Redesigning templates - Active Assistant
● Concept and Logo - Employee Recognition
Work
● Script, Flow for
HDFC MFO
Concept Video
Axis Bank Aha

Video prototypes
Axis Bank Aha

Video prototypes
Active Smart
Services

Video prototypes
HDFC Securities

● Redesigning
screens
Explorations
Conversation Design Process - Actions on Google

Is conversation right for you?


Identifying users
Creating Personas; both user and agent
Creating dialogs and flows
Making wireframes, prototypes
Micro-interactions for conversational systems
Heuristic Evaluation of Interface
Heuristic Evaluation of Interface
Uncanny Valleys in
Conversation Design
Data Visualization
Data Visualization
Learnings
Conversational UI vs. Graphical UI

Conversational App Graphical User Interface

Intuitive, Natural Interaction: strings of text or Learning curve, Interaction is not natural,
voice input. happens through scrolling, swiping or clicking

Conversation as the object of design Service is hidden behind the interface

Design is an interpretational task Design is an explanatory task

Attention towards conversation, and thus directly Attention often towards object(interface) often
on user goals missing out on user goals
When to use Conversational System?

● The interaction is brief with minimal back and forth actions


● If for doing an action in the GUI
○ User has to tap multiple times to do a task
○ Feature is difficult to find
○ Navigation issues, high information hierarchy
● Users can multitask while doing this task
● Not sensitive personal information, in case of voice interfaces
Conversational Systems for HCI4D

● IVRS was preferred over Apps for emergent, illiterate users


● Natural Conversations over IVRS
● Huge Potential in bridging the technology gap
● Inclusive technology
● Removing the barriers of language, tech savviness
“ We always overestimate the change that will occur in the next two years and
underestimate the change that will occur in the next ten. Don’t let yourself be
lulled into inaction ”

Bill Gates
Rise and Fall of New Tech (as the world see it)
Chatbots vs Apps

● Chatbots that can replace Apps


● Chatbots that can augment Apps
● Multimodal Apps
Acknowledgements

Active Ai
IDC IIT Bombay
References

● Chatbots and the new world of HCI - DOI: 10.1145/3085558


● The Edge of the Uncanny - DOI: 10.1145/2967977
● Chatbots magazine - Medium
● The Noun Project
FIN.

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