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Chris den Arend
Chatbot lead @Sogeti
A digital friend
The chatbot hype
Why chatbots?
Sight
➔ Detect emotions
➔ Tell you what’s going on around you
➔ Detect faces
Chatbot is the face for A.I.
➔ Apply A.I. in the interaction
➔ Chat, Talk and see like we do
➔ Omnichannel available
The design
When interacting with chatbots, our brain is led to
believe that it is chatting with another human being.
- Liraz Margalit
Chatbot design elements
Time
____
Find the best response time for
the bot
Embodiment
____
Create an image of the bot, or n...
Alexa
➔ Natural Language Processing
➔ Psychology
➔ Creative writing
Users will trust chatbots
and give them more responsibilities
A digital friend?
Create a digital friend, not an enemy
Thanks!
Happy to keep in touch
linkedin.com/in/chrisdenarend
@chrisdenarend
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
Chris Den Arend: The design of a Digital Friend | UX Riga 2018
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In his UXRiga 2018 talk, Chris talkes about the relationships between chatbots and their users. Chatbots are able to speak, see and chat like we do. Designers should use these elements to build the best customer experience. A good chatbot design can result in a digital friend.

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Chris Den Arend: The design of a Digital Friend | UX Riga 2018

  1. 1. Chris den Arend Chatbot lead @Sogeti
  2. 2. A digital friend
  3. 3. The chatbot hype
  4. 4. Why chatbots?
  5. 5. Sight ➔ Detect emotions ➔ Tell you what’s going on around you ➔ Detect faces
  6. 6. Chatbot is the face for A.I. ➔ Apply A.I. in the interaction ➔ Chat, Talk and see like we do ➔ Omnichannel available
  7. 7. The design
  8. 8. When interacting with chatbots, our brain is led to believe that it is chatting with another human being. - Liraz Margalit
  9. 9. Chatbot design elements Time ____ Find the best response time for the bot Embodiment ____ Create an image of the bot, or not Empathy ____ Design the tone of voice Intelligence ____ Define how much the bot knows and how to inform the user about that
  10. 10. Alexa ➔ Natural Language Processing ➔ Psychology ➔ Creative writing
  11. 11. Users will trust chatbots and give them more responsibilities
  12. 12. A digital friend?
  13. 13. Create a digital friend, not an enemy
  14. 14. Thanks! Happy to keep in touch linkedin.com/in/chrisdenarend @chrisdenarend

In his UXRiga 2018 talk, Chris talkes about the relationships between chatbots and their users. Chatbots are able to speak, see and chat like we do. Designers should use these elements to build the best customer experience. A good chatbot design can result in a digital friend.

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