Your Next Chatbot From Idea to Execution Donna Scheele Director, User Experience Oracle Cloud Platform User Experience Suyash Joshi Developer Advocate Oracle Cloud Developer Relations October 25, 2018

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Agenda 1. State of Chatbot/Digital Assistant in 2018 2. Chatbot Conceptualization and UX Design Overview 3. Development, Deployment Overview & Demo

State of Chatbot Technologies & Industry Landscape

First Chatbot : CLI Era

Conversational Era : Messaging is “Killer App”

Digital Assistant Era: Personalized, Proactive, Master Bot …

Oracle Digital Assistant Platform : Enterprise Grade

So You Want To Create A Bot Where do you start?

”Do not try to do everything. Do one thing well.” - Steve Jobs -

Getting Started Know Your Customers Who? What? Where? When? Why?

Getting Started Know Your Customers Brainstorm Use Cases Reduce Costs Increase Profits Increase loyalty Differentiate

Getting Started Know Your Customers Brainstorm Use Cases Scope Technical Capabilities APIs Integrations Natural Language Processor AI Technical complexity / cost

Chatbot Lifecycle Getting Started Know Your Customers Concept Design Development Test Deployment Know Your Customers Brainstorm Use Cases Technical Capabilities Collaborate Product Management User Experience Development QA Others Chatbot Lifecycle

Designing Your Chatbot Best Practices

Designing Your Bot Personality and Brand

Designing Your Bot Personality and Brand Meryl Streep image: (Vittorio Zunino Celotto/Getty Images; Globe Photos/ZUMAPRESS.com (2); Paramount Pictures; LITTLESTAR PRODUCTIONS/PLAYTONE / Album;) https://parade.com/537056/walterscott/can-you-match-the-meryl-streep-quote-to-the-correct-movie/

Designing Your Bot Personality and Brand Example Friendly Professional Helpful Kind Patient Not Pushy Empathetic

Designing Your Bot Personality and Brand Script

Designing Your Bot Personality and Brand Script Example Format Bot: What the bot says (what the bot does) Customer: What the customer says (what the customer does)

Designing Your Bot Personality and Brand Script Wireframe

Designing Your Bot Personality and Brand Script Wireframe

Designing Your Bot Personality and Brand Script Wireframe Tips Take stock of available UI components Limit reliance on NLP (natural language processing) Offer users convenient input choices Do not offer users too many choices (Limit to 3 when possible) Do use instant apps

Cay Furniture Company Bot A Bot Design & Development Example

Recently purchased an bookshelf online directly from Cay Furniture Cay Furniture Bot John He is a 25 yr old budget sensitive first time home buyer Finding quality products at a good price is important to him He’s not fond of assembling furniture but willing to for a good deal John Recently purchased an bookshelf online directly from Cay Furniture

Cay Furniture Bot Use Cases 1. Customer Support / Missing Parts (Reduce calls to customer support) 2. Sales / Special Offers (Sales/Increased profits)

Cay Furniture Bot Technology Oracle Digital Assistant Cloud Platform Natural Language / AI Engine Chatbot Simulator Deployment to Facebook Messenger

Cay Furniture Bot Personality Friendly Professional Helpful Kind Patient Not pushy Empathetic

Cay Furniture Bot Bot Conversation

Cay Furniture Bot Wireframe Wireframe construction Sketch Facebook Messenger Platform Design Kit Facebook iOS 11 GUI 

Cay Furniture Bot Wireframe Wireframe construction Sketch Facebook Messenger Platform Design Kit Facebook iOS 11 GUI 

Cay Furniture Bot Wireframe Wireframe construction Sketch Facebook Messenger Platform Design Kit Facebook iOS 11 GUI 

Cay Furniture Bot Wireframe Wireframe construction Sketch Facebook Messenger Platform Design Kit Facebook iOS 11 GUI 

Cay Furniture Bot Wireframe Wireframe construction Sketch Facebook Messenger Platform Design Kit Facebook iOS 11 GUI 

Development Overview Develop, Test, Deploy Cay Furniture Bot

Oracle Digital Assistant Cloud Platform Simulator Intents Utterances Train ML

Heart of Chatbot : Declarative Interaction OBotML

Instant Apps Designer

Deployment : Configure Facebook Messenger

Demo Cay Furniture Company Bot

Q&A Your Next Chatbot, From Idea to Execution

Your Chance to Influence Product Direction and Design! The Cloud Platform UX team would love to get your feedback on new designs. Sign up here: https://tinyurl.com/OracleUserResearch

Thank You Try on Oracle Cloud : $300 Credit Contact Suyash Joshi for any technical help : yash.joshi@oracle.com Oracle Digital Assistant Tutorials learn.oraclemobile.cloud http://cloud.oracle.com/digital-assistant Design Resources Sketch : https://www.sketchapp.com/ Facebook Messenger Platform Design Kit for sketch https://facebook.design/messengerkit Facebook iOS 11 GUI for sketch  https://facebook.design/ios11