π‘ Brian Smith has been working in the conversational AI space for four years and is currently a senior product manager at Intuit.
π₯ Product managers in conversational AI work with various teams, including business units, product teams, experience owners, and conversation designers.
π One of the main considerations for product managers is ensuring that conversational AI experiences are globally ready, taking into account localization and different market requirements.
π Product managers play a crucial role in the development of conversational AI workflows, from local proof of concept to global scalability.
π‘ Automation is important in ensuring ease of use for content designers and conversation designers, allowing them to focus on writing content while personalizing the user experience.
π Challenging traditional form-based experiences and thinking outside of the box is essential for driving innovation in conversational AI.
βοΈ Identifying what the bot can and cannot do is crucial for effective design and refinement.
π Different bots can serve different levels of complexity and must align with the specific goals of the customer journey.
π‘ Using clickstream data to personalize the bot experience and incorporate visual elements can enhance usability and engagement.
ποΈ Brands that incorporate a human aspect into conversational AI designs can build trust and loyalty with customers.
π» Shifting from traditional bot design to open-ended prompts allows for more natural and meaningful customer interactions.
π₯ Real-time collaboration between product managers, designers, and other stakeholders enhances the development and refinement of conversational AI workflows.
π€ Collaboration between product managers, designers, and developers to identify use cases and improve the user experience.
π₯ Creating reusable flows and templates to streamline the development process and make it easier for designers to implement.
ποΈ Streamlining the approval process by sharing flows and prototypes with legal and stakeholder teams for feedback and sign-offs.
Product managers play a crucial role in the workflow of conversational AI.
Success for a bot experience is defined by adoption, engagement, interaction, and containment.
Building a good team for conversational chat bots involves learning, scaling, and optimizing the experience.
Infusing personality into conversation design requires collaboration with marketing and maintaining a consistent tone and voice.
Metrics for conversational AI include containment, task completion, and seamless flow across different experiences.
π The approach to task completion in conversational AI involves attribution models, similar to marketing campaigns.
π‘ Data scientists play a crucial role in monitoring and optimizing the conversational AI experience.
π Scaling conversational AI involves integrating back-end systems, API calls, and data, as well as continually optimizing the conversation.
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