CAVE Language Presentation for AI Camp
-
Upload
loren-davie -
Category
Technology
-
view
148 -
download
0
Transcript of CAVE Language Presentation for AI Camp
CAVE LanguageDesigning Contextual Behavior
Who’s Loren?
• Loren Davie
• Founder of Axilent
• estim8r
• Talkback
• CAVE Language
• For hire!
The Really Good Customer Experience“They understood me, and were able to help.”
Phone Tree Hell“Please listen carefully as our options have changed.”
Authenticity Faceless Rage
We need to design AI for Authenticity
(Or else we create Faceless Rage.)
Q. What makes authenticity?
A. Empathy + Context
However…
Problem:We have no design
language for empathetic, contextual behavior.
Wireframes?Good for describing GUIs,
not contextual behavior.
Existing Flow Language?
Semantically poor for our purposes. Better for control
flow and information architecture.
Text?Lo-fi. Bound to a single
language.
We need a metaphor.
The ConversationIt’s a metaphor. It’s all about context.
Conversations are…
• Multi-modal
• Multi-directional
• Multi-channel
Conversational Architecture
Conversational Architecture Visual
Expression
CAVE Language
CAVE Language
• Whiteboard / Napkin / Presentation Friendly
• Methodology Neutral
• Scales Up / Scales Down
• Cross-Discipline
Areas of Concern
Data
Context Response
List accountfeatures
What features wouldyou like to add?
Pre-specified featurefrom billing
Feature to beadded
Add feature toaccount
Account Modification Mode
Elements of CAVE Language
Data
Data Data Source
User Input
Interview Process
Data
Facebook Facebook “Likes”
Context
Persona Affinity Goal Environment Sentiment
“PAGES Analysis”
Context
User sorts product list
Sort by price, lowest to highest?
Value Shopper
Response
Content Content Policy
Style Functionality Rule
Response
!
Sensitive to cold
Below 72 degrees
Increase temp to 72
Thermostat shows
“warming”
CAVE Language In Action
Example: “Telco”
Telco Service
Facebook Messenger
Alexa
Skype
Slack
Telco: Inferring Intent
Pay Bill
Check Balance
Add Feature
Check Usage
Initial user communication
Bayesian classification
Corpus
Telco: Main IntentsPay Bill
Check Balance
Add Feature
Check Usage
Billing Mode
Account ModificationMode
Show Usage
Telco: Billing ModeCurrent Bill Would you like
to pay now?Pay Bill Pay the Bill Thanks!
Done
Dispute Charge
Is this a case offraud?
Fraud DepartmentService
Yes
Charge is addressiblethrough application of
feature option.
Account Modification
Mode
Sorry we can’t helpwith that. Empathetic, but firm
Yes
NoFeature to be
added
Billing Mode
Telco: Upset Customer
Initial user communication
Sentiment analysis Angry
Corpus
Softer, More deferential
Telco: Problem Customer
Customer Incident History
Repeated history of unfounded complaints?
Problem Customer
No more special exceptions
Telco: High Value Customer
Customer Purchase History
Value of Purchases Exceeds $ Threshold?
High-Value Customer
Special Rewards
Make Special Offers
Telco: Conditional Up-Sell
!
Positive mood
Traveller Buying international
packageOffer affiliate deal
in destination country
Other Examples
Recipe Reader
Pick Up The Milk
Abridged Content for Commuters
www.cavelanguage.org