How AI is changing User Experience design Amazon Lex Alexa Conversational AI on Amazon / AWS How conversational AI works NLU NLP INTENTS I n t e r a c t i o n M o d e l SLOTS ASR Fulfilment CUX/VUX TTS Machine Learning Utterance (“what the user said”) Automatic Speech Recognition (Speech to Text) How conversational AI works NLU NLP INTENTS I n t e r a c t i o n M o d e l SLOTS ASR Mapping of Utterance to Intent (“what the user meant”) Extraction of Slots (variables like time, place, number, etc) Fulfilment Intent maps to Fulfillment (“what we need to do”) CUX/VUX TTS Machine Learning © 2022, Amazon Web Services, Inc. or its affiliates. Utterance (“what the user said”) Automatic Speech Recognition (Speech to Text) How conversational AI works NLU NLP INTENTS I n t e r a c t i o n M o d e l SLOTS ASR Mapping of Utterance to Intent (“what the user meant”) Extraction of Slots (variables like time, place, number, etc) Fulfilment Intent maps to Fulfillment (“what we need to do”) CUX/VUX TTS Machine Learning Utterance (“what the user said”) Automatic Speech Recognition (Speech to Text) How conversational AI works NLU NLP INTENTS I n t e r a c t i o n M o d e l SLOTS ASR Mapping of Utterance to Intent (“what the user meant”) Extraction of Slots (variables like time, place, number, etc) Fulfilment Intent maps to Fulfillment (“what we need to do”) CUX/VUX Conversational / Voice User Experience (“how it sounds and the words it says”) TTS Text to Speech Machine Learning The new user experience 1. Mental Models 2. Explainability and Trust 3. Feedback and Control The new user experience 1. Mental Models What about a chatbot? Conversational UX For information about your orders press 1, to learn about Prime benefits press 2, to add a new address press 3........... Conversational UX For information about your orders say orders , to learn about Prime benefits say prime , to add a new address say address...... Conversational UX For information about your orders say orders , to learn about Prime benefits say prime , to add a new address say address...... Model your design on a human , not a menus, forms or websites People are the original conversational interface The new paradigm in UX Conversational UX I need to add a new address Conversational UX I’ve moved house Conversational UX Can I get packages delivered to my office too? How Lex Interaction Model Works INTENT 1 • Example utterance • Example utterance • Example utterance INTENT 2 • Example utterance • Example utterance • Example utterance How Lex Interaction Model Works INTENT 1 • Example utterance • Example utterance • Example utterance INTENT 2 • Example utterance • Example utterance • Example utterance YourOrders • Where is my order? • When will my order be delivered? • Has my order been dispatched? YourAddresses • I need to add a new address • I’ve moved house • Can I get packages delivered to my office too? How Lex Interaction Model Works Input Expected Output Where is my order? YourOrders When will my order be delivered? YourOrders Has my order been dispatched? YourOrders I need to add a new address YourAddresses I’ve moved house YourAddresses Can I get packages delivered to my office too? YourAddresses Utterance (“what the user said”) Intent (“what the user meant”) How Lex Interaction Model Works Input Expected Output Where is my order number { orderId}? YourOrders When will my order be delivered? YourOrders Has my order { orderId} been dispatched? YourOrders I need to add a new address YourAddresses I’ve moved house YourAddresses Can I get packages delivered to my office too? YourAddresses Utterance (“what the user said”) Intent (“what the user meant”) Slot (variables like time, place, number, etc.) orderId ABC1234 HDNF112 A234ASD Slot Values (here we would likely just define this as AlphaNumberic or a regex)