Points Made Program
Points Made 2020 offers two full days of sessions on the central concepts and challenges of conversation design. Each morning features experienced and thoughtful practitioners sharing the tips and techniques they’ve accumulated, often the hard way! Afternoons will inspire as you engage in participatory discussions of the psychological, social, and emotional conversations with machines. Bring your thoughts!
Day 1 focuses on creating effective conversational products. Reality check the limitations of conversational technology and discover which business problems are good fits.
Day 2 covers methods and practice of designing conversations with machines. Learn how to create natural interactions that just make sense, explore conversation as a cooperative action between individuals, and discover methods for adapting and refining conversations based on customer behavior.
Wednesday, June 3
8:00am - 5:00pm
10:00am - 10:30am
10:30am - 12:30pm
Part 1: Conversational Product Strategy
Lisa Michaud: The Human Behind the Curtain
The ideal objective of conversational AI should be to create effortless interaction with a system that exhibits human levels of understanding. Modern AI marketing can make this task sound trivial; it portrays the algorithms as magic black boxes that can be deployed in minutes with minimal effort and learn new behaviors without human involvement. Technical and scientific realities are that the challenges of natural language interaction require human involvement at almost every stage until an application has matured into near-independence. How do we achieve alignment with consumers and customers when the popular depiction of AI undermines us?
Chris Geison: Conversational Cars & Homes: Emerging Tech & Context-Driven Design
How does context inform the way we design conversational interfaces? Designing ubiquitous interactions is a familiar idea, but we need to shift towards ubietous interactions that are grounded in a physical place. How do linguistic, cultural, psychological, temporal, and physical factors contribute to context? What research methods and design tools are available to assist context-driven design?
12:30pm - 1:30pm
1:30pm - 2:30pm
In this talk, Enfield will make the case that conversation is fundamentally grounded in the concept of joint commitment via three core ideas. First, conversation is essentially collaborative in nature. For someone to play a speaker role, someone else must play the role of addressee. Second, playing a social role means committing to certain rights and duties. This means agreeing to be held accountable (and to hold others accountable) for acting in accordance with the relevant norms. And third, all conversations instantiate interpersonal relationships, whether they are shallow or deep, fleeting or enduring. When we look at conversation, we see that language is primarily not a messaging system but a kind of social glue.
3:00pm - 5:30pm
Part 2: Society and the Challenges of Conversational AI
Details coming soon!
5:30pm - 7:00pm
Networking Reception: Location TBA
Thursday, June 4
8:00 am - Noon
8:30am - 9:00am
9:00am - 11:30am
Welcome and Recap
Part 3: Conversation Design in Practice
Jenni McKienzie: Voice: The “New” Modality
There’s a lot of enthusiastic new blood in conversation design with a variety of backgrounds making “discoveries” of things that have been well documented for years. Why are we reinventing the wheel? How do we give people the linguistic and HCI tools they need to supplement their general UX backgrounds? How do we bring current and future practitioners of conversation design up to speed quickly and consistently?
Creating natural conversational voice solutions takes a lot of careful work, but when good design, powerful language models, impressive recognition, and robust implementation all line up, it seems there's no limit to what today's voice solutions can provide. And yet, even the very best voice solutions are brittle. Conversations go off in the wrong direction all too often, even when the requests are fully specified and well formed. And it affects user trust in voice solutions and desire to use them.
Ann Thymé-Gobbel: Conversational Technology is Brittle
11:30am - 12:30pm
12:30pm - 1:30pm
2:00pm - 4:00pm
Part 4: What Does It Take to Design Good Conversations?
Details coming soon!
4:00pm - 4:30pm
Next Steps and Closing Comments