Designing the Concept
I’m unable to share the complete conversational design guidelines made since they contain use-cases and scenarios for multi-device environments which Samsung may work on in the future.
I can however, share some example use cases of the context-aware agent, along with snippets of the guidelines.
As our voice assistants get on more devices, without invocation, in case of action needed to be taken, there might be ambiguity as to which device they need to complete it on.
In such cases, being aware of the device currently being used is extremely helpful.
User was using the phone, then kept it on the table.
User then asks assistant to send their flight tickets.
Agent recognizes that the user is now on their laptop, so sends it there.
Noise and Activity
A lot of our voice agents reside inside our homes now, however, they don’t always account for situations where we might have guests over, or there is some noise/activity going on.
The agent can take into Ambient noise levels and know if there are multiple people in the same shared home environment or just the user/ just the family members.
This can be used to understand when to keep sensitive information to itself or even be more careful before directly saying things out loud which you might have told the agent in the security of your home.
User has friends over.
User had earlier told the agent to read emails everyday at 8pm.
Agent does read them aloud, instead asks user if it’s still okay to do so - as a notification on their phone.
Multiple people can say the same sentence, and each tone of voice will convey different psychological information. It shows you how there’s both verbal and nonverbal meaning in all our words. The nonverbal part is harder to control, so it’s also more genuine.
For example - Right after the loss of a loved one, it would be really insensitive to remind the agent to go jogging. In such cases, the agent has an opportunity to be more emotive by understanding the tone of the user and changing it’s tone/behaviour accordingly.
User gets some bad news.
Agent recognizes the user’s emotional state and assumes the appropriate tone.
Agent acts sensitive to the situation.