This document provides an introduction to conversational user interfaces (CUIs) and chatbots. It discusses what CUIs and chatbots are, how they relate to artificial intelligence, internet of things, and augmented reality. Examples of existing chatbots are presented. The document outlines potential uses for chatbots, such as providing customer service, completing transactions, and automating routine tasks. It discusses the future direction of chatbots, including a world where personal bots interact with each other. The key takeaway is that developing chatbots should start with defining their purpose to benefit humanity.

1. Conversation UIs & Chatbots
an introduction
By Marion Mulder
For HvA 26 September 2018

2. Agenda
• Wat zijn conversational UIs en hoe verhoudt dit zich tot AI, IoT and AR
• Waarom – en waarvoor kan je zoal inzetten
• Waar gaat het (waarschijnlijk) heen
• Waar begin je en waarom (Purpose)
• Afsluiter: bronnen en leesvoer

3. Pulse Check
• Who has used a chatbot?
• Who has build a chatbot?
• Who’s on whatsapp, messenger, other messaging tools?
• Who talks to their messaging apps?
• Who has used a google home, amazon echo?
• Who has build a voice interaction?

4. Marion Mulder
I help organisations leverage digital
technology, especially Chatbots,
Virtual Assistant, AI & AR,
for optimal Customer Service*
From determining the dot on the
horizon to practical implementation
With people from your organization
and/or professionals from my network
Bringing an outside-in perspective
www.muldimedia.com
marion@muldimedia.com
+31642111245
*) Customer Service = how we serve our customers,
not just the helpdesk!
“Making digital technology work for you”

5. Approach
Service
Design
Rapid
Prototyping
Agile
Development

6. What
• What are chatbots, Virtual Assistants, Conversational UIs?
• What’s the difference between a chatbot and AI

7. Conversation
Image sources: google search results

8. Vision (AR+AI)
Image sources: google search results

9. Sensors & Smart Devices (IoT)
Image sources: google search results

10. A conversational, or natural
langue, user interface is a
method of interacting with
computers through text or
voice commands.
With good speech recognition,
accurate instruction detection
and quick responses, voice
interaction is starting to feel
very natural.
...

11. Conversational UI or Chatbot vs RPA & AI
11
“Conversational UIs”
Source: dialogflow.com + google image search result on RPA

12. Types of Chatbots
12
Informational
Action/ Transactional
Anticipatory/ Advisory
Informational chatbots are the
simplest type.
They usually involve providing
general information such as
FAQs, news stories and push
notifications
Transactional chatbots allow
users to complete transactions
and interact (such as booking a
hotel)
Typically they require a user to
be authenticated into their user
account
Self-learning chatbots are the
next evolution in chatbots.
They are able to learn based on
customer interactions to
determine the appropriate next
steps.
KnowledgeComplexity
AI Maturity

13. Chatbot examples

14. https://www.amc.nl/web/home.htm

15. https://www.engie-energie.nl/klantenservice

16. https://www.asr.nl/

17. http://www.vodafone.co.uk/chatbot/

18. Image sources: google search results
KLM

19. https://chatbotsmagazine.com/i-wish-the-amazon-app-was-a-bot-c764607b677e

20. Voice

21. Smart speakers (“praatpalen”)
Image sources: google search results

23. Image sources: google search results

24. https://assistant.google.com

25. Skills
(Amazon)
Actions
(Google)
What can you do with it?

26. https://www.amazon.com/alexa-skills/b?ie=UTF8&node=13727921011

27. Simple mundane daily routine tasks
Image sources: google search results

28. Nl voorbeelden google assistant actions
Google Assistent in het Nederlands
Image sources: open voice #3 presentation by Google (openvoice.nl)

29. Nl voorbeelden google assistant actions
Image sources: open voice #3 presentation by Google (openvoice.nl)

30. Nl voorbeelden google assistant actions
Image sources: open voice #3 presentation by KRO-NCRV (openvoice.nl)

31. Image sources: open voice #3 presentation by BNR (openvoice.nl)

32. Image sources: open voice #3 presentation by BNR (openvoice.nl)

33. FAQs
Information
Collection
Customer
Service
Surveys
Interfacing
Process
Improvements
Onboarding
Convenience
….
Potential use

34. Source: Steven van Belleghem – Customers the day after tomorrow

35. 3 Criteria Customers the day after tomorrow
• Faster than real time customer service - problemen oplossen voordat de klant
ze ontdenkt. Anticiperen
• Hyperpersonalisatie – het gaat niet meer om de gemiddelde klant, het gaat om
de behoeften van de individuele klant en het begrijpen van zijn/haar context
• Convenience – Ongekend gebruikersgemak – alle interfaces zijn tegenwoordig
idiot proof. Er is geen behoefte meer aan handleidingen of hulpfuncties
• het automatiseren van bepaalde klantprocessen kan alleen door goede data
Source : Steven van Belleghem – Customers the day after tomorrow

36. Future?
• Where are things heading

37. The 6 steps of AI in Customer Relations
Curation of
information
Provide
targeted
information
Recommend
Prediction
automation
Contextual
analysis
Source : Steven van Belleghem – Customers the day after tomorrow
i
i

38. “Chatbots are the new websites …
and messaging platforms are the
new browsers”

39. Image sources: screenshot YouTube video by google https://youtu.be/vWLcyFtni6U?t=3m14s

40. Image sources: open voice #3 presentation by Google (openvoice.nl)

41. Image sources: screenshot YouTube video by google

42. Source: Steven van Belleghem – Customers the day after tomorrow

43. My bot vs your bots (and all the data exchange)
My Personal BotMe Bot Company

44. Impact on companies?
• Own “website” vs content via a handful of op platform?
• Branding - voice branding, speaker with multiple personality disorder?
• Business model - how will you make money?
• Jobs and how we define work and what provides us with income?
• ...

45. Start
• Where to start

46. It all starts with
Purpose

47. It all starts with
Purpose
Advancing technology for the benefit of humanity
Make a difference in people’s daily life

48. Advancing technology for the benefit of humanity
Make a difference in people’s daily life

49. Lets stay in touch
Marion Mulder
Marion@muldimedia.com
+31642111245
www.muldimedia.com

50. Resources
Where I keep stuff
• My pinterest boards
• Youtube
• Website
• Twitter lists
General interesting resources
• https://www.topbots.com
• https://dialogflow.com
• https://www.chatbotconference.nl
• flow.ai
• Amazon alexa
• Google assistant
• https://voicebot.ai/
• https://openvoice.nl
Who to follow
• Steven van Belleghem
• Joanna Bryson
• Virginia Dignum
• Kevin Kelly
• #Aiethics #Chatbots #CUIs
Conversation design
• https://chatbotsmagazine.com/designing-
conversations-with-chat-bots-af601583458a
• https://developers.google.com/actions/design/princ
iples
• Chatbot decision trees
• Conversation design according to google
• Use cases (soorten bots volgens Amazon)