보이스 챗봇 시대의 사용자 UX

SUNGJAE HWANG (PH.D)Co-founder & CPO, Fluenty Inc.

www.UXInventor.comwww.UXInventions.com

WHO AM I

0

Sungjae Hwang is an inventor, entrepreneur and investor. He is a partner of FuturePlay Inc., which builds and invests tech-centric start-ups innovating human-computer interactions. He got his Ph.D from Culture Technology in KAIST and has published 35+ papers and 350+ patents that introduce novel input techniques for future smart devices. Among them, several inventions have been transacted to the world’s leading companies such as Samsung, LG Electronics and NPEs,

and some have been used as seed ideas for start-ups.

Other profiles: Marquis Who’s Who, The world’s leading IP strategists 300, Naver, Wikipedia

SUNGJAE HWANG (PH.D)

:: Co-found ::

IPCUBE

:: Invention feat ::

Fluenty.ai: Chatbot building platform

Fluenty.AI

포스트 스마트폰 시대, 인공지능과 챗봇

1

딥러닝 인공지능 기술의 부상

챗봇(Chatbot)의 부상

보이스 챗봇(Chatbot)의 대중화

THE EVOLUTION OF AI

지능(INTELLIGENCE)

학습 (LEARNING) 지각 (PERCEPTION) 추론 (INFERENCE)

DEEP LEARNING(Deep Neural Network)

MACHINE LEARNINGTREE SEARCH

지능(INTELLIGENCE)

MACHINE LEARNING

Recommendation(supervised – prescriptive)

Association Rule(supervised / unsupervised)

MACHINE LEARNING

Hidden layer를 늘리면 Classification 성능이 놀라간다Source: http://www.slideshare.net/secondmath/deep-learning-by-

jskim

DEEP LEARNING

DEEP LEARNING

DEEP LEARNING BIG PLAYERS

http://insights.venturescanner.com/2016/03/22/artificial-intelligence-q1-update-in-15-visuals/

https://www.cbinsights.com/blog/top-acquirers-ai-startups-ma-timeline/

https://www.cbinsights.com/blog/artificial-intelligence-startups-q1-2016-funding/

THE EVOLUTION OFCHATBOT

Fluenty.ai

Examples of a Fluenty.ai-powered chatbot

Speech-to-Text

오늘부터 이번수요일까지 송도 근

처 호텔 있어?”

NLU(Fluenty.ai)

{“Intent”: 호텔검색,“check-in”: “2016-11-28”,“check-out”: “2016-11-30”,

“location”: “송도”}

Chatbot dialoguesDevice

Fluenty.ai

How it works

Fluenty.ai

How it works

UX LIMITATION

VS

UX EXAMPLE

THE EVOLUTION OFVOICE-CHATBOT

Voice Chatbots

Voice-chatbots at this moment

Voice Chatbots at CES 2017Emotech’s Olly

Voice Chatbots at CES 2017Bosch-supported Mayfield Robotics

Alexa is everywhere

AristotleHopper LG Smart refrigerator Bixi Ford & Volkswagen

Samsung’s Roomba(control)

LG Hub GE ring lamp(control)

Coway Airmega(control)

Pebble core

Alexa is everywhere

Alexa is now Operating Systemizing

https://stratechery.com/2017/amazons-operating-system/

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음성형 챗봇 인터렉션에서의 사용자 경험 (UX)

(http://www.noahlab.com.hk/labvision/research_hci)

HCI: Minimize the barrier between human and computer

A long-term goals of HCI is the attempt to minimize the barrier between the human cognitive model and the understanding of a computer.

BACKGROUND : Minimize the barrier between human and computer

Sensor(communication channel)

Modality(communication channel)

Effects

(http://www.qualcomm.com/news/snapdragon/2014/04/24/behind-sixth-sense-smartphones-snapdragon-processor-sensor-engine)

BACKGROUND: Sensor of Computer

(www.androidnova.org)

(Silbernagl et al., 1979)

Humans naturally perceive surrounding sensory information in multimodal ways. Examples of major modalities include vision, audition, touch, taste, smell, and equilibrioception (the perception of balance).

BACKGROUND: Sensor of Humans

A Change of Traditional Input Method

Graphical UICommand-line UI Tangible UI Bio-centric UI

Time

Portability

Handheld Device

IoT / Wearable Device

Personal Computer

How to interact with these smart things?

The always-on interface for massive devices

Key Input & output

Always there Always on Always perform

InputKeyboard, Mouse Touch, Motion Gesture

Output Visual + Auditory Visual + Auditory + Tactile

Motion, EGG, EMG, Eye Tracking

Visual + Auditory + Tactile

Always Around

Voice, Motion, Bio

Visual + Auditory + (Movement)

Pulse , Blood Pressure, Weight Context

Voice-Chatbot feedbacks

Visual Auditory (Movement)

AI Speaker is the first step to evolve into a robot.

사용성의한계

킬러앱의부재

프라이버시이슈

• Performance

• E.g., 자연스러운 대화 능력

• User eXperience

• E.g., 보이스 챗봇의 바운스백 인터렉션은 무엇인가?

• Costs

• E.g., 공짜 또는 저렴한 가격

• Privacy

• E.g., 개인정보 유출, 결제 주문 등.

• Environmental Singularity.

• E.g., 다른 IoT 기기와의 강한 연결 (Strong-Integration), 메타 서비스의 유인.

KEY ISSUES IN VOICE CHATBOT INTERACTION

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메타 서비스의 시작

Wea

r

ne

ar

sca

tter

Low-Interactivity High-Interactivity

IoT Map (Integrated with AI)

Smart Environment – Meta context

Wearable

Nearables IoTs

+ +

Meta services

AI (Big data)Meta context

Meta Service

Example - Meta services

US008615473, Method and system for anticipatory package shipping, Amazon technologies, Inc.

Hyper Connected IoTs

Knowledge flows

SUNGJAE HWANG, Ph.D

Blog : www.inventUp.orgHome : www.UXInventor.com

Micro Blog : www.UXInventions.com