Bridging the virtual and the physical space : Kornelia - a chatbot for public libraries

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This presentation will be held at the BOBCATSSS conference 2010 in Parma, Italy.

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  • Bridging the virtual and the physical space : Kornelia - a chatbot for public libraries

    1. 1. BRIDGING THE VIRTUAL AND THE PHYSICAL SPACE Kornelia – A chatbot for public libraries Eva Dohrmann Jasmin Hügi Nicole Scheurer Angela Trummer René Schneider Faculty of Information Science Haute école de gestion, Geneva (Switzerland)
    2. 2. Table of contents <ul><li>Chatbot </li></ul><ul><li>Project: Teamwork </li></ul><ul><ul><li>Kornhaus libraries </li></ul></ul><ul><ul><li>IT Professional </li></ul></ul><ul><ul><li>Student Group </li></ul></ul><ul><ul><li>Designer </li></ul></ul><ul><li>Testing </li></ul><ul><li>Conclusion </li></ul>
    3. 3. Chatbot: Definition <ul><li>Combination of the terms “chat” and “robot” </li></ul><ul><li>Simulation of an interlocutor </li></ul><ul><li>Server application replying questions posed via Internet in a input field </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    4. 4. Chatbot: In libraries <ul><li>Means to bridge the gap between libraries and digital natives </li></ul><ul><li>Chatbots were usually implemented in scientific, academic libraries </li></ul><ul><li>Needs of public libraries’ customers are different </li></ul><ul><ul><li>Punctual questions such as “Is the library open?” </li></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    5. 5. Chatbot: Examples <ul><li>Stella  Bibliotheksystem Universität </li></ul><ul><li>Hamburg </li></ul><ul><ul><li>http://www.sub.uni-hamburg.de/ </li></ul></ul><ul><ul><li>BoB  Free University of Bozen </li></ul></ul><ul><ul><ul><li>http://web.inf.unibz.it/bob/?popup=yes&language=en </li></ul></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    6. 6. Project: Teamwork <ul><li>Kornhaus libraries </li></ul><ul><li>Student group </li></ul><ul><li>IT professional </li></ul><ul><li>Designer </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    7. 7. Kornhaus libraries: Context <ul><li>Network of 21 public libraries in Bern </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    8. 8. Kornhaus libraries: Why a chatbot? <ul><li>Implementation of a new information system </li></ul><ul><ul><li>A chatbot hosted on the homepage </li></ul></ul><ul><ul><li>Accessible 24/7 </li></ul></ul><ul><ul><li>Fun approach to the library and its catalogue </li></ul></ul><ul><ul><li>Meeting point between people, information and technology </li></ul></ul><ul><li>Birth of Kornelia </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    9. 9. IT professional Chatbot – Project: Teamwork – Testing – Conclusion
    10. 10. IT Professional: The chatbot’s architecture Chatbot – Project: Teamwork – Testing – Conclusion
    11. 11. IT Professional: Technical development <ul><li>Program E </li></ul><ul><li>Written in PHP and uses MySQL </li></ul><ul><li>Chats saved in log files </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    12. 12. IT Professional: Program E Chatbot – Project: Teamwork – Testing – Conclusion
    13. 13. Student group Chatbot – Project: Teamwork – Testing – Conclusion
    14. 14. Student Group: AIML - Definition <ul><li>Artificial Intelligence Mark-up Language </li></ul><ul><li>XML derivate </li></ul><ul><li>Content can theoretically be structured with only three tags </li></ul><ul><li>Content based on rules containing requests and their corresponding answers </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    15. 15. Student Group: AIML - Rules <ul><li><category> </li></ul><ul><li><pattern>What is your name</pattern> </li></ul><ul><li><template>My name is Kornelia.</template> </li></ul><ul><li></category> </li></ul><ul><li>Question in the “pattern tag” </li></ul><ul><li>Answer in the “template tag” </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    16. 16. Student Group: AIML - Wildcards <ul><li><category> </li></ul><ul><li><pattern>Who is *</pattern> </li></ul><ul><li><template> I don’t know who that is.</template> </li></ul><ul><li></category> </li></ul><ul><li>Special characters (“*” or “_”) which replace one or more words </li></ul><ul><li>Just a fraction of the input will be encoded </li></ul><ul><li>The chatbot recognizes the phrase structure </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    17. 17. Student Group: Content <ul><li>Three types of content </li></ul><ul><ul><li>Social chat </li></ul></ul><ul><ul><li>General chat about libraries </li></ul></ul><ul><ul><li>Kornhaus focused chat </li></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    18. 18. Student Group: Problems (1) <ul><li>Large variety of question’s formulation </li></ul><ul><li>Information depends on the particular libraries (ex. Opening hours) </li></ul><ul><li>No connection between the chatbot and the catalogue  leading to confusion </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    19. 19. <ul><li>Lack of information </li></ul><ul><li> divergence between Kornelia’s knowledge and the expectations of the librarians </li></ul><ul><ul><li>Informal / formal formulation of the questions / answers </li></ul></ul>Student Group: Problems (2) Chatbot – Project: Teamwork – Testing – Conclusion
    20. 20. Designer Chatbot – Project: Teamwork – Testing – Conclusion
    21. 21. Designer: Graphical design <ul><li>Discussion about the chatbot’s gender </li></ul><ul><ul><li>Female  more trustworthy </li></ul></ul><ul><li>Choice between four character types </li></ul><ul><ul><li>Suitable for the Kornhaus and timeless </li></ul></ul><ul><ul><li>Neither too young or skinny, nor too sexy </li></ul></ul><ul><li>Artificial style </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    22. 22. Designer: Development Chatbot – Project: Teamwork – Testing – Conclusion
    23. 23. Designer: Facial Expressions neutral happy toughtful explanatory angry
    24. 24. Testing: Internal testing <ul><li>The log files allowed the continual improvement of Kornelia’s knowledge </li></ul><ul><li>Monthly analysis of the log files </li></ul><ul><li> percentage of the correctly answers had increased </li></ul><ul><li>Implementation of a quality gate </li></ul><ul><li> 50 essential questions </li></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    25. 25. Testing: Usability test <ul><li>Carried out by people not involved in the project and without any further information </li></ul><ul><li>User and expert focused evaluation </li></ul><ul><li>Axis of the test: </li></ul><ul><ul><li>Kornelia’s ability to answer </li></ul></ul><ul><ul><li>The design </li></ul></ul><ul><ul><li>The quality of her user-friendliness </li></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    26. 26. Testing: Results <ul><li>Strengths: </li></ul><ul><ul><li>Innovative </li></ul></ul><ul><ul><li>Fascinating </li></ul></ul><ul><ul><li>Entertaining </li></ul></ul><ul><li>Weaknesses: </li></ul><ul><ul><li>Irrelevant questions </li></ul></ul><ul><ul><li>Vague answers </li></ul></ul><ul><ul><li>Lack of professional knowledge </li></ul></ul><ul><ul><li>Old fashioned and unattractive </li></ul></ul><ul><ul><li>Chat example as guide was missing </li></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    27. 27. Conclusion <ul><li>Constant implementation of Kornelia’s knowledge </li></ul><ul><li>Online since beginning July 2009 </li></ul><ul><ul><li>http://www.kornhausbibliotheken.ch/index.php?option=com_wrapper&view=wrapper&Itemid=64 </li></ul></ul>Chatbot – Project: Teamwork – Testing – Conclusion
    28. 28. Kornelia
    29. 29. Thank you for your attention!

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