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Chatbots and Conversational UIs for your workplace


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Chatbots and Conversational UIs for your workplace - presented at the Entopic intranet conference 22 march 2018

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Chatbots and Conversational UIs for your workplace

  1. 1. Conversation UIs & Chatbots for your Digital Workplace By Marion Mulder
  2. 2. Some build tools Just google “chatbot / AI/ Intelligent Assistant landscape”
  3. 3. Conversation UIs & Chatbots for your Digital Workplace • Introduction (who am I) • What are conversational UIs and what’s the difference with AI and AR • Why should you want to start with it • How getting started
  4. 4. Pulse Check • Who already has a chatbot/ virtual assistant in your organisation? • Aimed at clients/ colleagues? • Are you actively involved? • Who is considering a chatbot/ working on it? • What are your expectations; What would you like to hear/ know more about today?
  5. 5. Marion Mulder I help organisations leverage digital technology, especially Chatbots, Virtual Assistant, AI & AR, for optimal Customer Service* With people from your organization and/or professionals from my network Bringing an outside-in perspective +31642111245 *) Customer Service = how we serve our customers, not just the helpdesk! “Making digital technology work for you” How can I help?
  6. 6. Approach Service Design Rapid Prototyping Agile Development
  7. 7. What • What are chatbots, Virtual Assistants, Conversational UIs? • What’s the difference between a chatbot and AI
  8. 8. Conversation
  9. 9. Computer Vision (AR+AI)
  10. 10. Sensors & Smart Devices
  11. 11. From simple Q&As
  12. 12. To complex anticipatory advisory bots Welcome home Marion, I have turned on the heating, dinner is almost ready and I have recorded Nieuwsuur for you as there was an item on AI on it. Would you like me to play that for you now while you are waiting for dinner? 18:30
  13. 13. Types of bots 14 Informational Transactional 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
  14. 14. Why • The market (customers and users will expect it from you) • Making life (at work) easier
  15. 15. Why should you care about Conversational UIs Customer Central Day after tomorrow ready Business Process Optimisation Make live at work easier • Faster than real time customer service • Hyper personalisation • Convenience • DEX; Digital Workplace – Time & Space • Employee Self Service -> Employee Self Service • Convenience
  16. 16. Known Interface
  17. 17. FAQs Information Collection Customer Service Surveys Interfacing Process Improvements Onboarding …. Use for
  18. 18. Employee Self Service Employee Self Service What would you love to outsource?
  19. 19. How to build a chatbot • Where to start • Steps • Tools • Key insights
  20. 20. Steps Define Design Flow Design Conversation Prototype (create) Training (Data) User Testing!! Build, Implement & Scale
  21. 21. Not just design the happy flow conversation…. Small talk The actual dialog flow Don’t know... Getting back on track Hand-off to Human
  22. 22. Not just design the happy flow conversation…. 24
  23. 23. Which event /action/ trigger and Which information need Retrieve where Store where ‘Present’ where (Re-)mapping customer journey, with interface, content and systems Intent
  24. 24. “I need to go to New York next week” (ps: why did [Siri] not see this in my calendar yet and anticipated my needs?)
  25. 25. Intelligent Content - Structured Authoring and Micro Content Source: information Energy 2018 Conference
  26. 26. • Amelia was manually trained on two basic flows in PowerPoint and 77 knowledge articles. • Based on this, User Stories were defined which resulted into • 14 Dialogue plans • 32 Grammars (Goals & slots) • 33 BPMN process flows • 5 general • 28 MobileIron specific 28 “I want company email on my private mobile phone" (MobileIron)
  27. 27. Content Model – Content Information Types Reference • Describes things the reader needs to KNOW Concept • Explains things the reader needs to UNDERSTAND Task • Instructs the reader HOW TO DO things Principle • Advices the reader about what they need TO DO or NOT DO and WHEN Process • Demonstrates to the reader how things WORK Information needs to be typed according to the intended reader response to that content
  28. 28. Prototype, Test & Train
  29. 29. Mechanical Turk / Wizard of Oz
  30. 30. “paper prototype”: fake it • Have your script and default (designed) answers ready • Put a actual person on the receiving end but tell the test user that it’s a bot • Play it out • Record the conversation • If successful use the recorded data to train your actual bot • If not successful learn where you need to improve (had to go off script)
  31. 31. Suggest speaker conversation flow (or input form) What is the speaker’s name? She is called [firstname] [lastname] [expertise], [expertise], [expertise], [expertise] What topics can we #AskHer about as a speaker or expert? Thanks you You have provided the following information Name: [firstname [lastname] Experise: [topic], [topic] Organsation [job] [organsation] Identifies as: [identity, identiy] More infro: [url] Photo [show photo] Is this correct? She is [job title] at [organization] What is the speaker’s organisation? [ ofperson/] Is there a website or linkedin profile we could refer to for more info? If so please share URL [woman] Do you know how she identifies (e.g. black, moroccan, lesbian, etc) [upload] or [photo url] Can you provide a photo (upload or share photo source url) skip skip skip skipupload Add link submitChange [name] has been added to our list. We will contact her. Can we use you as a reference? No thanksyes Would you like to add someone else? No thanksyes Find expert/ speaker Suggest speaker
  32. 32. What if someone adds all or most of the content in 1 response? What is the speaker’s name? I would like to suggest [firstname] [lastname] she works at [organization] as a [jobtitle] and you should ask her about [topic], [topic] you can find more info about here at [link] Suggest speaker
  33. 33. New employee onboarding (Digital workplace only) I have a new employee Is it a permanent employee or temporary? PermanentTemporary [ab12cd] Temps do not get laptop or phone. They use remote access on their own computer. Request remote access for new employee? yesNo Do you have [corpID] yet? No Shall I order laptop for [ab12cd]? yesNo Shall I order the standard phone with company mobile number [ab12cd]? Or will they bring their own device? Nr onlyNo yes
  34. 34. Build & Scale
  35. 35. Implement & Scale • Start with simple processes or FAQs, preferably with high volume or high impact • Think about how the new interface will fit your (future) landscape • Think about how to keep your content up to par and how to fit it in your content landscape
  36. 36. How to build a Virtual Assistant Define Design Flow Design Conversation User Testing!! Implement & Scale To achieve good ‘Intent’ classification accuracy, it’s important to provide your engine with enough data. The greater is the number of natural language examples in the ‘User says’ section of intents, the better is the classification accuracy. Sourcing “User says” • Current human chat logs • Emailed questions • Other sources • Wizard of Oz/ Mechanical Turk • Define its purpose (value proposition) • Pick the right cases • Gather input on the cases (“epics’) • Define intents • Define measures of success • What backend systems or 3rd party services need to be connected • Define chatbot needs a personality Tools • Design Sprint • Chatbot Design Canvas • What steps/task will be needed in the conversation; both high level flow and detailed flows • What is fastest route from A-Z (is not your web flow) • Not just happy flow; people WILL deviate • Provide escapes (e.g. handover to human agent) • Impact of process redesign on organisation Tools • Customer Journeys • Existing process flows • Input from SMEs (e.g. helpdesk) • Don’t pretend to be human • Basic greetings and goodbyes • Tone of voice based on chatbot persona • Conversational dialogs • Conversation repairs • Balance between text and rich media (buttons, images, videos, links, smart syntax hints) • Balance between re-writing everything vs referring to or presenting other sources (Intelligent Content Model) Tools • Google Conversation Design checklist Example platforms • DigitalCX • Dialogflow (google) • IBM Watson • IP Soft Amelia • etc Data privacy (CIA, BIA) Machine learning capabilities Frontend integrations Back-end, API’s and connecting systems/ databases Bot-to bot readiness CMS alignment Build a prototype which allows you to user test the conversation. You can build different prototypes in different ways for different purposes If you have a really good training set your 1st user test can be successful But brace yourself…. User will ask questions in ways you couldn’t have imagined! Use the user test data to improve your conversation flow and training data This will be an ongoing process Prototype (create) Training (Data)
  37. 37. 24 April 2018
  38. 38. Lets stay in touch Marion Mulder +31642111245