How do we translate the familiar in-person coffee ordering experience at Starbucks to a Google Assistant action?
Working with our Google partners, we defined some ground rules for a good conversation between a barista and a customer.
- Provide just enough information (quick and easy)
- Be honest and clear (no ulterior motives)
- Be relevant to what’s at hand (context)
- Be polite and helpful (like a barista would be to a customer)
Understand how our baristas employ the cooperative principle
I listened to ~10 hours of drive-thru recordings to study how customers order and how baristas handle those orders. I was able to synthesize common phrases, ways to handle misunderstandings and clarifications, and the common parts of a barista-customer dialog.
Dialog scripts, alternative phrasing, error message, and product synonyms. I also helped test and validate the action.