employing chatbots
TRANSCRIPT
Employing Chatbots30/08/2016
Employing Chatbots Why the Chatbot explosion?
• Messaging is THE most popular communication channel
• Simultaneous conversations in multiple channels
• Facebook Messenger has over 900 million users!
• EaaS/ IoT
• Advancement of NL and AI technologies
Employing Chatbots What is the role of NLP?
Automation
User ExperienceTrust
Employee to Bot
Training
Employing Chatbots
Employing Chatbots
Taming the Bot • NLP has come a long way but its not 100% perfect
• Always have back up, start with NLP will fail
• GIGO (Garbage in Garbage out)
Employing Chatbots Making The Bot Productive
• User Experience - should the bot behave separately to a human handling the same issue or query
• Linking with other services
• Context Awareness
• Multi channel, same bot should be able to handle different messaging platforms
Employing Chatbots
A bot to try & do everything or A team of specialised bots
Employing a Bot?
Customer Service User Case
Bob (accounting)Steve(support)
Brenda (sales)
Customer
Employing Chatbots
Know it all TREVOR
Employing Chatbots
Easy to understand
Easy to train
You can model this on a single business unit
Smoother Bot - Human Hybrid model
Easily adoptable
Trial and error without affecting the rest of the processes
Defined clear boundaries
Single Purpose BotsEmploying Chatbots
You have only one big bot to manage
One place of interaction
User experience will not vary
Same with single purpose model you start with one use case
Gradually increase bots responsibility
Multi Purpose BotEmploying Chatbots
How to get started:
Start simple - try Hello World! Choose the problem you want to solve Find a good NLP base Monitor usage between customers and employees Hook in to current workflows
Employing Chatbots
What is the Future ?
Employing Chatbots
More emphasis on sentiment
Semi supervised learning
Bot to Bot communicate
Bot discovery
Ontology specifications for bots
Employing Chatbots
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San Francisco, CA 94104+1 (415) 919-7891 | [email protected]
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