conversation ai: the new user experience · other applications across devices, websites, messaging...
TRANSCRIPT
![Page 1: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/1.jpg)
Conversation AI:The new User Experience
![Page 2: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/2.jpg)
Priyanka VergadiaDeveloper Advocate @Google
![Page 3: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/3.jpg)
@pvergadia
![Page 4: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/4.jpg)
Confidential + ProprietaryConfidential + Proprietary
History of Voice Technology
![Page 5: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/5.jpg)
Confidential & Proprietary
Story - IVR Old
![Page 6: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/6.jpg)
Why do conversational experiences fail?
7
According to https://chatbot.fail/ , there are 7 main drivers why chatbots fail to deliver delightful user experiences:
1. Artificial Intelligence (AI) is still not that accessible
2. Use cases are not that strong
3. Some bots lack transparency
4. They don't understand context
5. They don't communicate with existing business systems
6. They try to handle too many things at once
7. They lack proper human escalation protocols
![Page 7: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/7.jpg)
Conversation is the new UI!
![Page 8: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/8.jpg)
I O T
![Page 9: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/9.jpg)
Conversation is the new UI!
80%of customer interactions can be resolved by well-designed bots
– Accenture
60%of consumers want easier access to self-serve solutions for customer service
– Ovum
50%of enterprises will spend more on bots than traditional mobile app dev by 2021
– Gartner
![Page 10: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/10.jpg)
Use cases of Conversation AI and beyond
Connecting businesses with customers
Controlling IoT devices
Connecting businesses with employees
● Customer service
● E-commerce
● Home entertainment
● Auto● Organizational knowledge
● Onboarding & Helpdesk
![Page 11: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/11.jpg)
Consumers have high expectations
Based on data collected in Fall 2017 from sample of 1,051 U.S. adults, ages 18-64.
![Page 12: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/12.jpg)
Any voice or chat interface that relies on Natural Language Understanding (NLU) for interacting with users -- not on static scripts or trees.
Synonyms:Conversational interface, conversational UX,conversational app, voice bot, chat bot
What is a “conversational experience”?
13
![Page 13: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/13.jpg)
Confidential + ProprietaryConfidential + Proprietary
Technology behind Conversation AI
![Page 14: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/14.jpg)
. . .
![Page 15: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/15.jpg)
textcategorization
syntacticparsing
coreferenceresolution
machinetranslation
part-of-speechtagging (POS)
named entityrecognition (NER)
NLP
NLU vs. NLP vs. ASR vs TTS
(TTS) text-to-speech
(ASR) automatic speechrecognition
semanticparsing
sentimentanalysis
dialogueagents
relationextraction
paraphrase &natural language
inference
NLU
summarization
questionanswering (QA)
(NLP) Natural Language Processing
(NLU) Natural Language Understanding
(STT) speech-to-text
Spellings
Accents
![Page 16: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/16.jpg)
AI ML DL
NLUNLPASR
![Page 17: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/17.jpg)
Confidential + ProprietaryConfidential + Proprietary
What does it take to build a GOOD
conversational experience?
![Page 18: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/18.jpg)
Confidential + ProprietaryConfidential & Proprietary
● The verbs in your dialog
● The action a user wants to take that they expect your chatbot to fulfill or facilitate
● Translated needs and wants
● How the application branches logic
Intents❖ Intents
❖ Utterances
❖ Entities
❖ Context
I need my coffeeIntent: Get coffee
Tell me I'm prettyIntent: Positive affirmation
My laptop is brokenIntent: Tech support
![Page 19: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/19.jpg)
Confidential + ProprietaryConfidential & Proprietary
● The nouns in your dialog
● Composed of root terms and their synonyms
● Maps to variables
● Augmented by built-in entities
Entities❖ Intents
❖ Utterances
❖ Entities
❖ Context
My name is Lily
The food was terrible
April 4, 2017
![Page 20: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/20.jpg)
Confidential + ProprietaryConfidential & Proprietary
● How the chatbot keeps track of where the user is at in the conversation
● The background history you need when entering a conversation in progress
● Method for an application to store and access variables
Context❖ Intents
❖ Utterances
❖ Entities
❖ Context
![Page 21: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/21.jpg)
Confidential + Proprietary
Text
Digital Voice
Phone calls through gateway
Orchestration
DirectoryCRM Other systems
& APIs
Platform
Infrastructure
Microservice
Multi Channel
Fulfillment
Phone
Mobile app
Car
TV
Google home
Chat on web
Facebook Messenger
Google Assistant on mobile
Integration
Intent Detection
ML
NLP
Serverless Fulfillment option
Multiple Languagesupport
Context
Training
Analytics
Small talk frequent intent
![Page 22: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/22.jpg)
Meeting expectationsis hard without the right tools
NLU doesn’t grow on trees!
Few companies have the expertise to do NLU as well as consumers expect
Maximizing reach takes effort
Building support for multiple languages, platforms, devices, and apps is complex
Enterprise integration is critical
Integration with backend services and websites requires open, flexible infrastructure
![Page 23: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/23.jpg)
Confidential + ProprietaryConfidential + Proprietary
Tools for Conversation AI
![Page 24: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/24.jpg)
Confidential & Proprietary
Conversation management
Text
Digital Voice
Phone calls through gateway
Dialogflow
Google Cloud Orchestration
DirectoryCRM Other systems
& APIs
PlatformAppEngine
InfrastructureCompute Engine
MicroserviceCloud Function
Multi Channel
Fulfillment
Phone
Mobile app
Car
TV
Google home
Chat on web
Facebook Messenger
Google Assistant on mobile
![Page 25: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/25.jpg)
What is Dialogflow?
● The emerging standard for building natural and rich conversational experiences for customer service and other applications across devices, websites, messaging platforms, and apps
● Powered by Google AI
● Built on Google Cloud Platform infrastructure, with Cloud Support and SLA available
● Multilingual and platform-agnostic: 20+ languages supported, 14 single-click integrations, and 7 SDKs
![Page 26: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/26.jpg)
Confidential + ProprietaryConfidential + Proprietary
Demo
![Page 27: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/27.jpg)
Confidential + ProprietaryConfidential + Proprietary
Retail Demo
![Page 28: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/28.jpg)
Appointment Scheduler with Calendar integration
![Page 29: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/29.jpg)
Chatbot integrated with Google Vision API
![Page 30: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/30.jpg)
Confidential + ProprietaryConfidential + Proprietary
![Page 32: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/32.jpg)
Chatbot integrated with Google Vision API
![Page 33: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/33.jpg)
What is happening behind the scenes
![Page 34: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/34.jpg)
Dialogflow benefits for users
Build faster Engage more efficiently Maximize reach
Start training with only a few examples
40+ pre-built agents and “small talk” features
Go-to-market with a simple bots in hours
Built-in, world-class natural language understanding
Multiple fulfillment options, including built-in code editor
Training and analyticsacross platforms
Build once, deploy everywhere
20+ languages supported (most in product category)
14 single-click platform integrations & 7 SDKs
![Page 35: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/35.jpg)
Recognizing what a user wants to do.
Intent Matching
![Page 36: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/36.jpg)
![Page 37: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/37.jpg)
ResponseOutput automatically unless webhook intervenes
Embed entity values if desired
![Page 38: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/38.jpg)
Entity Extraction
Identify key words and phrases spoken by the user.
![Page 39: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/39.jpg)
![Page 40: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/40.jpg)
![Page 41: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/41.jpg)
Parameters
![Page 42: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/42.jpg)
Fulfillment
Connect an agent with your back end code.
![Page 43: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/43.jpg)
![Page 44: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/44.jpg)
![Page 45: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/45.jpg)
Integration
Connect with your users across multiple platforms.
![Page 46: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/46.jpg)
![Page 47: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/47.jpg)
Phone GatewayLets you instantly convert any Dialogflow virtual agent into a conversational IVR (Interactive Voice Response) system.
Based on the same Google infrastructure used by Google Voice, Project Fi, Google Hangouts.
Telephony service, speech recognition, NLU, and speech synthesis are handled out-of-the-box.
![Page 48: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/48.jpg)
KnowledgeConnectorsDialogflow lets you pre-build explicit responses to specific user intents.
Knowledge Connectors enrich the conversation by complementing explicit intents with automated responses sourced from internal knowledge bases (articles, FAQs, etc.).
![Page 49: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/49.jpg)
Automatic SpellingCorrectionUsers commonly use abbreviations and incorrect spelling or grammar, particularly when typing in a hurry.
Our new Automatic Spelling Correction feature uses technology developed for Google Search to correct for user typos.
![Page 50: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/50.jpg)
Built-in Sentiment AnalysisMeasures sentiment of a user request to provide a data point about the user’s emotional state of mind.
That data can be used to help determine the need for bringing in live agent help.
![Page 51: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/51.jpg)
Built-in Text-to-SpeechDialogflow uses Cloud Text-to-Speech powered by DeepMind’s WaveNet technology (closes audio-quality gap with human speech by 70%) to deliver natural, precise speech responses.
Useful for telephony as well as IoT applications (e.g., cars, TVs).
![Page 52: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/52.jpg)
Confidential + ProprietaryConfidential + Proprietary
Steps to Create Conversation
Experience
![Page 53: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/53.jpg)
A world-class conversational interface is a multi-step process
54
Identify top user journeys that could be automated
Build business plan
Design a persona
Write professional scripts
Connect to backend enterprise systems
Build PoC and collect feedback
Connect to human agent system for human intervention
1 2 3 4 5 6 7
Confidential & Proprietary
![Page 54: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/54.jpg)
@pvergadia
Deconstructing Chatbots
![Page 55: Conversation AI: The new User Experience · other applications across devices, websites, messaging platforms, and apps Powered by Google AI Built on Google Cloud Platform infrastructure,](https://reader030.vdocuments.net/reader030/viewer/2022040404/5e92f9d623311262e26a9a5d/html5/thumbnails/55.jpg)
New features
Phone Gateway Beta Knowledge Connectors Beta
Built-in sentiment analysis Beta
Built-in Text-to-Speech Beta
Automatic Spelling Correction Beta
Lets you instantly convert any Dialogflow virtual agent into a conversational IVR
Uses technology similar to that used in Google Search to correct for user typos
Complements explicit intents with automated responses sourced from knowledge bases
Measures sentiment to provide a data point about need for live agent handover
Powered by DeepMind’s WaveNet to deliver high-quality speech responses for telephony & IoT