NLX Capabilities
Like any product capability at VMLY&R, our Natural Language practice follows a defined workflow process to ensure each project is built using the latest trends, technologies and proven methodologies.
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UNDERSTANDING NEED
VMLY&R's strategic approach to natural language projects is centered around differentiating the output of computer to person communication into a more human experience. In addition, we look for ways to leverage voice and chat experiences in ways not commonly used in today's market.
Discovery
Understanding the needs of the client and the project.
Idea Cultivation
Grow and expand on opportunities in the space.
Conversational Workshops
Small group connections to solve complex dialogue transactions.
Roadmaps and Timelines
Grow and expand on an experience efficiently and concisely.
Deliverables
Plan and scope for the right features to drive usage.
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BEYOND COPYWRITING
When it comes to voice and bot experiences, brevity is essential to ensure the end-user is retaining the correct information. In a lot of cases, existing web content or client-provided content hasn't be optimized for these types of experiences.
Intent
Using AI to account for user interaction and need state.
Tone
The way a voice or chat experience comes across to the user and represents a brand is key.
Content
Ensure the content for the experience is appropriately sized and stored.
Copy and Flow
Create a more human experience through conversation and decision trees.
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By the Numbers
25%
64%
41%
CONVERSATIONAL UX
Presenting a natural language experience requires a myraid of considerations for both the user interaction as well as the automation behind the responses. Using our design practice and focused design systems, we can account for all aspects of a user experience in voice, chat and beyond.
VUI/GUI
Drive towards a more cohesive user interface, both visually and within the context of voice interactions. Both should go hand in hand when needed.
MULTI-MODAL
Design in the context of multiple touch-points requires a consistency that feels familiar, yet adheres to platform guidelines.
BRAND RECOGNITION
Understanding the brand needs and designing with their tone and style in mind enhances the end-user experience.
IDENTITY
Whether you are chatting or speaking with a digital creation, how it presents itself matters. We consider gender, tone, formality, among others.
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BUILD IT BETTER
Choosing the right platform and tools to build the next Natural Language Experience requires key considerstaions towards size, datasources and compatibility.
PLATFORMS
Evaluate and make determinations on which platform is right for the concept agreed upon based on demographics, feature set and longevity.
DATA
Build when it makes sense and integrate often to allow for growth and fresh data.
TOOLS
Leverage the right tools to acheive fast, accurate and consistent products that reach the right userbase.
TESTING
Precision development requires a strong plan that includes tracking and measuring metrics that can be used to test efficiencies and combat errors.
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By the Numbers
1/2
USAGE AND LONGEVITY
We constantly measure and reevaluate the user experience, adapting to language constraints and other meaningful ways of engagement. Making adjustments to conversation and feature sets ensure a success and on-going product.
RETENTION
Understanding the userbase and their daily, weekly and monthly activity will help inform methods to retain users beyond the average.
OPTIMIZATION
Looking at usage data, we can discover and enhance the experience to prevent blocks, dead-ends and frustrations.
REPORTING
Leveraging Voice Analytic platforms as well as native reporting tools, we can offer insightful read-outs of usage data.
Case Studies
HOW WE DISCOVER OUR NATURAL LANGUAGE EXPERIENCES
Mul·ti·mod·al - The experience of a more natural interoperability between our virtual and physical environments.
Multimodal goes beyond simply supporting voice-enabled devices. NLX is poised to be the connective tissue between screen and in-device integrations.
HOW WE DEFINE NEED IN NATURAL LANGUAGE EXPERIENCES
Each experience we build has it’s own unique DNA.
This DNA is a series of measurements that blend together to give us an indication of what modes of communication would serve the user best.
Comparing an in-car experience for Ford to the need to support a Google Home action demonstrates a lot of similarities in Output and Input needs but additional support in user conditions.
NLX TRENDS
Personalization
Enterprise Voice
In-Car
Real-Time
Gaming
The prevalence of linguistics creates need to distinguish one voice from another, especially within public spaces. Customizing experiences by tone, persona or language is growing.
More and more natural language experiences are being leveraged in the workspace to create efficiency. Look for natural language to power lobbies and self-service areas of business as well as private workstations.
As more Car Manufacturers implement voice platforms into their dashboards, voice actions from the car becomes second nature. 5G will drive more usage as car become increasingly connected.
Data Access will soon be instantaneous, creating opportunities for NLX to live in more secure areas or those that require multi-lingual support without causing gaps or frustration.
Lowering the learning curve and creating a new and effect element of game play, NL recognition in game is a new and exciting extension to AR, VR and other hands-free platforms.
QUESTIONS TO ASK YOUR CLIENT
Why NLX, why now?
Voice solutions have been around for almost seven years and chat far longer. More and more verticals are finding optimal use cases to leverage these accompanied by strong AI. Does your client fit within an appropriate area of use (mobile, car, home)?
What do you expect to use a NLX for?
Clients need to understand the longevity of a language-centered experience. Campaign level experiences don’t suit most of these experiences unless the barrier to entry is low enough to get in and out quickly.
Does your content live today and is it being used for something else like a website?
Content for voice or chat needs to adhere to standards of brevity to allow users to follow along. This usually requires existing content to be modified specifically for these experiences.
How personalized do you want the experience?
NLX projects allow for a certain level of personalization that may require the use of AI and leverage authentication. Both of which add to time and cost requirements.
HOW WE BUILD
Building for NLX requires input from many different teams.
CONTENT TEAM
Content needs to be formatted into bit-sized elements appropriate for these types of interactions. APIs and Server side data needs to be managed and sent to the experience as well.
DESIGN/COPY TEAM
Most virtual assistants focus on headless-design, making flow and language mapping the foremost need to an experience. However, along with copy, some devices leverage screens and cards that need to be formatted appropriately.
DEVELOPMENT
The decision to develop natively versus on a platform like VoiceFlow depends on the client’s needs and deployment desires. Regardless, we can handle any project in house across multiple platforms (Amazon, Google, Facebook, etc.)
PUBLISHING
With the ability to publish onto multiple platforms at once, we also make sure we can manage changes in one place and track the appropriate data points as well.
MAINTENANCE
Keeping a watchful eye on usage and adjusting pain points as needed. Adding content and new features through the same process as it was initially designed.
PLATFORMS WE SUPPORT
Thought Leadership
Team Contacts
