My talk at Push Conference 2017, where I explained the benefits and opportunities of conversational interfaces for users and businesses – and how we as creators can make sure they're created in a way that makes sense for humans.

1. Conversational
Experiences for Humans

2. Push Conference
Sebastian Krumhausen | Strategist & Product Manager
Hello

4. What are conversational
experiences?

7. A conversational interface is any UI that
mimics chatting with a real human. Instead
of communicating with a computer by
clicking on icons and entering syntax-specific
commands you just tell it what to do.

9. Different types of conversational
experiences

10. Digital agents

11. Rule based
1. This bot is limited. Can respond to
very specific commands. If you say
an unknown command, It would
not know what you mean.
2. This bot is as smart as it is
programmed to be.
Machine learning
1. Artificial brain (AI). Understands
natural language, not just
programmed commands.
2. This bot continuously gets smarter
as it learns from conversations it
has with people.
! ✌

12. Apps within apps

13. Conversational experiences

17. The app boom is over

20. 33 million
voice-activated devices will be
installed in the U.S. by the end of 2017

21. How did we get here?

22. We are conversational beings

23. Talking to computers

26. Command Line Interface

30. Conv.ui.
Full circle? Not quite

32. Why now? #

33.
1. Machine learning algorithms
2. Advances in language technologies
3. APIs
The machines are catching up

36. State of the union ‘17

37. “Chatbots are not
going to replace
Apps anytime
soon”

41. Bot hype curve

42. Where is the killer app?

43. NLP not there yet

44. https://youtu.be/WnzlbyTZsQY

45. Easy to Launch, Harder to Win

46. VS.

47. 76% of customers prefer digital channels to
communicate with businesses

48. Why chatbots?

49. For consumers

50. Nothing to install

51. CNN

52. There is no judgement ☝

53. Forksy

54. Curation %

55. Operator

56. Ebay

57. Quartz

58. For businesses

59. Less UI to retain

60. Be where your customers are

61. TacoBot

63. Insights &

65. Implement where your company
requires efficiency

66. For creators

67. Experimentation

69. How?
UX Considerations

70. Chatbots Should Make Life Easier '

72. Airbnb

73. Start Off With a Focused Chatbot (

74. The Bot Should Introduce Itself )

75. Build guardrails

81. Always Suggest the Next Step *

83. Fallbacks and fail gracefully +

84. Context is important!

85. Personality Makes the Experience More Pleasant ,

86. Reply, Always -

87. Hybrid interface

90. High Velocity and frequency

91. Delighting the user with clever conversations and ‘small
talk’.

93. Ask how we’re doing?

95. Where do we go from here?

96. Interactive notifications

97. Google Now

99. WeChat

102. Pure content

103. Only the conversation remains

104. Key takeaways

105. Design the notifications, as the actions within them, will
become an increasingly important part of UI design.

106. Create systems not destinations

107. Think about who you might integrate with

108. Responsive design is a nice thing, but we’re heading
way beyond that

109. It’s still early

110. Good luck

111. Sebastian Krumhausen
@krumhausen
krumhausen.com
sebastian@surebot.io
Cheers!
.

112. https://www.fastcodesign.com/3058546/conversational-interfaces-explained
https://chatbotslife.com/chatbots-the-rise-of-conversational-ui-8a59078e2f95
https://blog.intercom.com/the-end-of-apps-as-we-know-them/
Sources

113. 5 expert hacks to improve your Slackbot UI
https://chatbotsmagazine.com/5-expert-hacks-to-improve-your-slackbot-ui-50e92b9180c5
Chatbot design process
https://chatbotsmagazine.com/how-we-got-a-98-success-rate-for-our-bot-for-zalando-a-ux-case-
study-fcdc0e70469d
Resources