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Conversation UIs & Chatbots an introduction

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What are conversational User Interfaces (chatbots, voice assistants), how do they relate to AI, AR, and IoT. What can they be used for. Where are they today and where could this potentially go in the (near) future. And how and where do you start.
This presentation was used for a guest lecture to 3rd year students Media, Information and Communication (Creative Business) of the Hogeschool van Amsterdam (HvA) 26 september 2018.
Images used in the presentation have source reference where available

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Conversation UIs & Chatbots an introduction

  1. 1. Conversation UIs & Chatbots an introduction By Marion Mulder For HvA 26 September 2018
  2. 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. 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. 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. 5. Approach Service Design Rapid Prototyping Agile Development
  6. 6. What • What are chatbots, Virtual Assistants, Conversational UIs? • What’s the difference between a chatbot and AI
  7. 7. Conversation Image sources: google search results
  8. 8. Vision (AR+AI) Image sources: google search results
  9. 9. Sensors & Smart Devices (IoT) Image sources: google search results
  10. 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. 11. Conversational UI or Chatbot vs RPA & AI 11 “Conversational UIs” Source: dialogflow.com + google image search result on RPA
  12. 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. 13. Chatbot examples
  14. 14. https://www.amc.nl/web/home.htm
  15. 15. https://www.engie-energie.nl/klantenservice
  16. 16. https://www.asr.nl/
  17. 17. http://www.vodafone.co.uk/chatbot/
  18. 18. Image sources: google search results KLM
  19. 19. https://chatbotsmagazine.com/i-wish-the-amazon-app-was-a-bot-c764607b677e
  20. 20. Voice
  21. 21. Smart speakers (“praatpalen”) Image sources: google search results
  22. 22. Image sources: google search results
  23. 23. https://assistant.google.com
  24. 24. Skills (Amazon) Actions (Google) What can you do with it?
  25. 25. https://www.amazon.com/alexa-skills/b?ie=UTF8&node=13727921011
  26. 26. Simple mundane daily routine tasks Image sources: google search results
  27. 27. Nl voorbeelden google assistant actions Google Assistent in het Nederlands Image sources: open voice #3 presentation by Google (openvoice.nl)
  28. 28. Nl voorbeelden google assistant actions Image sources: open voice #3 presentation by Google (openvoice.nl)
  29. 29. Nl voorbeelden google assistant actions Image sources: open voice #3 presentation by KRO-NCRV (openvoice.nl)
  30. 30. Image sources: open voice #3 presentation by BNR (openvoice.nl)
  31. 31. Image sources: open voice #3 presentation by BNR (openvoice.nl)
  32. 32. FAQs Information Collection Customer Service Surveys Interfacing Process Improvements Onboarding Convenience …. Potential use
  33. 33. Source: Steven van Belleghem – Customers the day after tomorrow
  34. 34. 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
  35. 35. Future? • Where are things heading
  36. 36. 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
  37. 37. “Chatbots are the new websites … and messaging platforms are the new browsers”
  38. 38. Image sources: screenshot YouTube video by google https://youtu.be/vWLcyFtni6U?t=3m14s
  39. 39. Image sources: open voice #3 presentation by Google (openvoice.nl)
  40. 40. Image sources: screenshot YouTube video by google
  41. 41. Source: Steven van Belleghem – Customers the day after tomorrow
  42. 42. My bot vs your bots (and all the data exchange) My Personal BotMe Bot Company
  43. 43. 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? • ...
  44. 44. Start • Where to start
  45. 45. It all starts with Purpose
  46. 46. It all starts with Purpose Advancing technology for the benefit of humanity Make a difference in people’s daily life
  47. 47. Advancing technology for the benefit of humanity Make a difference in people’s daily life
  48. 48. Lets stay in touch Marion Mulder Marion@muldimedia.com +31642111245 www.muldimedia.com
  49. 49. 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)

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