{"id":1187,"date":"2020-07-03T12:05:32","date_gmt":"2020-07-03T12:05:32","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=1187"},"modified":"2023-05-16T08:41:55","modified_gmt":"2023-05-16T08:41:55","slug":"an-interview-with-the-dialogue-ux-designer-sam-ursu","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/an-interview-with-the-dialogue-ux-designer-sam-ursu\/","title":{"rendered":"An Interview With The Dialogue UX Designer, Sam Ursu"},"content":{"rendered":"

A chatbot designer and an artist, a good combo for all the time! Here we bring another educational post and this time we have a new guest speaker <\/span>Sam Urs<\/b>u-<\/b>Dialogue UX designer at <\/span>Zumanji chatbot Agency.\u00a0<\/b><\/p>\n

Sam initiated his career in 1979 and now he is truly a mastermind in his field. He designed his\u00a0 first chatbot in 2016 and was obsessed with it. He also knows how to play with words and create a magnificent piece of content.\u00a0<\/span><\/p>\n

Till today, he wrote many articles on chatbot, AI, NLP and other hot topics. <\/span>These hot topics are not only in these articles but now everyone wants to indulge and get in-depth knowledge about its future.<\/span> He has command on 3 different languages (English, Spanish, and Italian)<\/span><\/p>\n

Let’s talk to him!<\/span><\/p>\n

Botsify<\/b>:<\/b> Hi Sam, firstly, thank you for giving your precious time and speaking with us today. Let\u2019s start with your career, What made you choose this profession? and what hurdles you have faced during the time. How did you get ideas or concepts for the chatbots?\u00a0<\/b><\/p>\n

Sam:<\/b> No problem!\u00a0 Well, the truth is that I didn\u2019t really \u201cchoose\u201d working with chatbots. I think it\u2019s fair to say that they chose me. In 2016, I was working in an office, and my manager asked me to look into chatbots which were quite a new thing for everyone. That time (2016 is when Facebook added them to their platform). I did a lot of research and built out a prototype for the company. But my manager took one look at it and decided that it was too \u201cweird”. And that our customers wouldn\u2019t understand how to use it.<\/span><\/p>\n

Well\u2026 I was very frustrated!\u00a0 So I spent the next few weeks on my own time designing my own chatbot for my own purposes.\u00a0 It was based on the old \u201cChoose Your Own Adventure\u201d games. A story game where you help a 13-year-old kid on his first day at school. I put it up on Facebook and forgot about it. A month later, I checked and saw that 16,000 people from around the world had been playing my chatbot game!\u00a0 Woah\u2026<\/span><\/p>\n

So that\u2019s when I knew that chatbots were my calling.<\/span><\/p>\n

As for how I get ideas, it\u2019s not much different than writing, which is what I\u2019ve been doing for the past 20 years or so. You start with the personality and build your way up from there.\u00a0\u00a0<\/span><\/p>\n

For business chatbots<\/a>, I think to myself \u201cWho would be the perfect employee to work at this company?\u201d Mind you, it has to be someone who honestly and truly enjoys working there, not a simulacrum of fake, happy-all-the-time \u201cperfect\u201d employee. Even in the most boring and banal jobs, there\u2019s something there to appreciate, so I look for that. That\u2019s how I make chatbots feel alive and interesting, even if the chatbot serves a banal business like insurance<\/a> or mortgages.<\/span><\/p>\n

Botsify:<\/b> To what do you attribute your success?<\/b><\/p>\n

Sam:<\/b> Honestly? Chatbots were overlooked for many years because they were seen as something that only programmers or coders could create. And coders tend to create very boring chatbots.<\/span><\/p>\n

Mind you, I have nothing against coders – I\u2019ve worked with some top-flight programmers to create great chatbots. But the secret to a great chatbot – one which feels like a \u201creal\u201d person with spark, charm, and personality – is to hire a writer. In other words, an artist. Artists excel at using their creativity to bring other mediums to life like a painting easel or the written page, so it\u2019s only natural that they can create and design chatbots that are very engaging.<\/span><\/p>\n

All my successes came from me designing one chatbot, and someone else seeing it and going \u201cwoah, I need something like that.\u201d And then we work together on a shared vision and go from there.\u00a0\u00a0<\/span><\/p>\n

Botsify: Let\u2019s talk about your Favorite place, hope this pandemic will end soon, maybe the new normal will be different for us. How will this pandemic change the way we travel? And after this pandemic, do you have any plan where you would like to travel? Share with us!<\/b><\/p>\n

Sam:<\/b> I shudder to think of what travel will look like in the future. I\u2019ve already seen how airlines want people to wear masks for long-haul trips and have each seat boxed off. It looks miserable, lonely, and hot, and I can\u2019t imagine many people would want to go through that voluntarily.\u00a0<\/span><\/p>\n

Right now, I\u2019ve gotten used to enjoying the pleasures of my hometown. But I really would love to go visit Odessa (Ukraine) again soon. Through the chatbot world, I\u2019ve met some great people who live there (chatbots are huge in Ukraine – even the post office uses them!), and I\u2019d love to see the beach and relax there a little.<\/span><\/p>\n

Botsify:\u00a0 Sam, I come across your article \u201c<\/b>All Hail the Great Rebel Alliance!\u201d Tell me about the concept behind the game that you build and how can you relate it with chatbots? Is it the new feature of the chatbots?\u00a0<\/b><\/p>\n

Sam:<\/b> For me, every chatbot is a kind of game, even if, on the surface, it isn\u2019t one.\u00a0 Being a game doesn\u2019t mean there\u2019s \u201cgamification\u201d or working for points but in the sense that the experience is both challenging and entertaining. A movie can be entertaining, but there\u2019s no challenge, there as you just sit back and watch it passively.\u00a0\u00a0<\/span><\/p>\n

But a good chatbot should spark some kind of the same experience as playing a video game in the sense that you get to explore a new world while also getting something done. Most chatbot designers just focus on the end point or \u201cachieving the business objective,\u201d but that takes all the entertainment out of the experience.\u00a0\u00a0<\/span><\/p>\n

A good chatbot should deliver what the user came to get accomplished while ALSO making the user wonder \u201chmm, I wonder what <\/span>else<\/span><\/i> this thing can do!\u201d<\/span><\/p>\n

If you\u2019re designing chatbots and aren\u2019t sure how to add a little of that fun and \u201cgame play\u201d into your design, start with something simple like a trivia quiz. Everyone loves trivia even about the – no pun intended – most trivial subjects.<\/span><\/p>\n

Botsify<\/b>: <\/b>As we can see all over the world, the economy of the world is moving towards a crisis, what will be the marketing strategies they should follow to engage customers and overcome this crisis?<\/b><\/p>\n

Sam:<\/b> That\u2019s really hard to say.\u00a0 But I think it\u2019s time to get away from the mindset of really crude and frankly inhuman marketing concepts<\/a> like \u201cfunnels\u201d and metrics start thinking more about building relationships.\u00a0 A good chatbot will not only show your customers that YOU (and your business) have a personality but also develop an individual relationship with each person.\u00a0 And that\u2019s what makes it special.<\/span><\/p>\n

Unless you\u2019re Amazon, it\u2019s a fool\u2019s errand to concentrate only on increasing click-throughs and other metrics like that. And please, let\u2019s get away from annoying \u201cdrip\u201d messages and \u201cabandoned cart reminders.\u201d\u00a0 Those things might work in the short-term, but it\u2019s a lonely, miserable away to earn money<\/a> in the long run.<\/span><\/p>\n

Botsify: AI technology is the epitome of success in almost every organization. Share your experience, when you write a content piece on chatbot, what is the pain point you keep in your mind to attract or delight your readers?<\/b><\/p>\n

Sam:<\/b> I mostly write articles about chatbots when I\u2019ve struggled with something and then I want to share the solution with my fellow designers. I\u2019ve had offers to write \u201cnews\u201d pieces and that kind of thing, but that isn\u2019t for me. I find most of those to be a lot of self-aggrandizing hot air, to be honest.<\/span><\/p>\n

Since chatbot<\/a> design is still a really, really new field with little formalized training or instruction, everyone is just grasping at straws trying to figure out how to get all the moving pieces and fit them together.\u00a0 So that\u2019s my focus – saying \u201chere\u2019s this one thing that might be driving you nuts, and here\u2019s what I did.\u201d\u00a0\u00a0<\/span><\/p>\n

I\u2019m never quite sure who even reads my articles, but one day on Discord I had a person tell me that they read my 3,500-word article not just once but twice!\u00a0 Woah.\u00a0 That blew me away. But she was going through the same thing I was in the design process, and that\u2019s how she found my article.\u00a0 So that made me feel good.<\/span><\/p>\n

Botsify<\/b>: <\/b>\u00a0If you had one piece of advice to someone just starting out, what would it be?<\/b><\/p>\n

Sam:<\/b> If you\u2019re coming from a coding\/programming background, stick to that, and don\u2019t get lost trying to create personalities and dialog.\u00a0 There are lots of great ways to use things like APIs and code to make a chatbot do some really cool stuff.\u00a0 But please – PLEASE – hire a writer, a \u201ccreative type\u201d to design the chatbot.<\/span><\/p>\n

Likewise, if you\u2019re an artist, writer, or \u201ccreative type,\u201d then don\u2019t get depressed about or overwhelmed having to learn Python and Javascript and all the rest.\u00a0 And please remember that, sadly, most chatbot documentation (I\u2019m looking at you, DialogFlow!) is written by engineers and coders, so it can be very hard to parse.<\/span><\/p>\n

There are plenty of coders out there who can \u201cwire up\u201d whatever you can dream up and make it work.\u00a0 If you can draw a flowchart, that\u2019s all you need in many cases.\u00a0 What matters is the life and creativity that you put into that flowchart!<\/span><\/p>\n

Long story short – coders and artists should pair up to get maximum results.\u00a0\u00a0<\/span><\/p>\n

And build your first chatbot for yourself.\u00a0 If the process seems fun and gets you excited, then you\u2019re in the right business.\u00a0 Share the results with your friends or people online, and before you know it, you\u2019ll have people knocking on your door, asking you to build their next chatbot.<\/span><\/p>\n

Botsify:<\/b> Last but not the least, as you already know Botsify is an AI chatbot making platform. What is your opinion about Botsify? We would love to have your feedback.<\/b><\/p>\n

Sam:<\/b> Botsify<\/a> is all right, but it\u2019s really hard to stand out in the chatbot world when the underlying fundamentals are all the same. I mean, at the end of the day, a chatbot just returns pre-programmed messages based on user input criteria.\u00a0 \u201cUnder the hood,\u201d most chatbot design platforms are all more or less identical.<\/span><\/p>\n

Internet users are starting to fragment, especially outside of the United States, and diversifying the platforms and channels which your chatbots can reach people is always a sound strategy.<\/span><\/p>\n

If Botsify is willing to continue to invest in itself and its users, I think it has a very bright future!<\/span><\/p>\n

We are very much obliged to have a conversation with you. Thank you for sparing your precious time for us!<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

A chatbot designer and an artist, a good combo for all the time! Here we bring another educational post and this time we have a …<\/p>\n

An Interview With The Dialogue UX Designer, Sam Ursu<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":5,"featured_media":1194,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[66],"tags":[68,77],"ppma_author":[206],"yoast_head":"\nAn Interview With The Dialogue UX Designer, Sam Ursu - Botsify<\/title>\n<meta name=\"description\" content=\"An interview with the Dialogue UX Designer, Sam Ursu. 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