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

Thanks!Questions?

loren@axilent.com @LorenDavie @CAVELanguage

www.cavelanguage.org