Twilio Autopilot and building trust through dialogue design with Elaine Lee

Twilio Autopilot and building trust through dialogue design with Elaine Lee 1800 1200 Kane Simms

Kane Simms and Dustin Coates are joined by Elaine Lee, Principal Product Designer at Twilio, to discuss the ins and outs of Twilio’s Autopilot bot builder and how you can build trust with users through dialogue design.

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Voice-Connected Home 2019, Cologne, Germany

Voice Connected Home conference logoThe voice revolution is already happening, and companies are trying to discover the value of the new channel to address their customers directly in their home. But how can companies reach this goal and get their brand developed, positioned and personalised in the best way?

The Voice-Connected Home 2019 conference dives into all this and more with an incredible line up of speakers from brands like Amazon Alexa, Google, Samsung, Microsoft, BBC, BMW, Vodaphone and plenty more.

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Learn the art of conversation design with the Conversational Academy online course.

Twilio, one of the world’s biggest communication platforms, is getting serious about voice. Last year at it’s annual Signal conference, Twilio announced the release of Autopilot, a conversational design and development tool that enables developers and brands to create conversational experiences across a range of channels, from Facebook Messenger to Amazon Alexa.

Elaine Lee is the Principal Product Designer for Twilio Autopilot and she joins us today to give us a whistle stop tour of the product and shows us how you can use the tool to create flexible conversational experiences. Given Elaine’s background in conversation design, we also discuss Elaine’s 5 guiding principles for building trust through dialogue design.

Also listen to Rebecca Evanhoe on dialogue design

In this episode: building trust through dialogue design

In the first part of this episode, we discuss the Twilio Autopilot platform and how you can use it to create conversational experiences across all channels. Elaine takes us through what Autopilot is, who it’s built for, how it works and explains the functionality, including how to use its tags of {say}, {listen}, {collect}, {handoff}, {remember} to build flexible bots.

The second part of the episode is all about how you can build trust with users through the art of conversation design. Elaine shares with us a 5 step process for building trust with dialogue:

  1. Greet – framing what the bot can do and setting expectations 
  2. Listen – watching out for people changing the mission, listening for things you can’t support, anticipating, recognising chit-chat and redirecting back to what the bot can do
  3. Echo-back – confirming and acknowledging that you heard what was said
  4. Response – showing why you’re responding, reasons why you should trust the results through explaining how a result was arrived at. For example, ‘Here’s something I found on Wikipedia’.
  5. Error recovery – removing from the two types of errors: bot errors: things you can’t answer or things you want to ignore; and human errors: people not hearing responses properly or taking too long to respond

We also discuss Elaine’s role what it’s like to go from building bots to building a bot builder, the surprising definition of a developer and much more.


Follow Elaine on LinkedIn

Follow Elaine on Medium

Check out Autopilot on the Twilio website

Read the documentation for Autopilot


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