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Conversational UIs for internal comms

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Conversational UIs for internal comms

  1. 1. Conversation UIs & Chatbots for internal communications By Marion Mulder
  2. 2. Conversational UIs & Chatbots for Internal Communications • What are conversational UIs and what’s the difference with AI • Why should you want to start with it • How - which problems do you want to solve, how to get started • Sources - reference materials
  3. 3. 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? • Do you have example of “annoying” process or task you run into regularly in your daily work? • What are your expectations; What would you like to hear/ know more about today?
  4. 4. What • What are chatbots, Virtual Assistants, Conversational UIs? • What’s the difference between a chatbot and AI
  5. 5. Conversation
  6. 6. Levels Scripted ITTT Informational Advisor Personal Assistant Chatbot level Virtual Assistant level KnowledgeComplexity AI Maturity
  7. 7. Virtual Assistant (technical) landscape 7 Source :
  8. 8. Conversational UI Chatbot vs AI 8 “Conversational UIs”
  9. 9. Wiki says….
  10. 10. Source : Andrew Ng – Coursera Machine Learning class
  11. 11. Machine Learning Input Machine Learning Supervised Classification Un-supervised Clustering (pattern recognition) Computer vision Reading Data Chat / text Listen/ Speech recognition Touch
  12. 12. Intent Recognition Intent: Temperature Where: my location When: date & time Many ways to say this… • What’s the temperature • Will it be hot at 5 • How cold will it be around 17:00 • How warm is it at five • ….. “How warm will it be at 5 today?”
  13. 13. Why • The market (customers and users will expect it from you) • Making life at work easier
  14. 14. Source : Steven van Belleghem – Customers the day after tomorrow
  15. 15. Source :
  16. 16. “Chatbots are the new websites … and messaging platforms are the new browsers”
  17. 17. Talk to the phone / ‘praatpaal’
  18. 18. Why should you care about Conversational UIs Staying relevant for our customers Optimise business processes (value demand ↑, failure demand ↓) Building better user profiles so we can service our customers better (data) Generate input (even basics human powered chat) to train the AI (NLP, Intent Recognition) Make life at work easier, more effective and more fun
  19. 19. How • Steps • Tools • Key insights
  20. 20. How to build a Virtual Assistant Define Design Flow Design Conversation Create Training Data Prototype User Testing!! Build & Implement To achieve good ‘Intent’ classification accuracy, it’s important to provide your agent 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 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 Tools • Google Conversation Design checklist Example platforms • 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-to readiness 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
  21. 21. Source:
  22. 22. Overall flow START 1.0 Happy Flow0.0 Hello 0.0 Conversation Repair (I’m sorry, I was expecting XYZ) 1.X Successful end of happy flow 0.0 Are you sure you want to exit now? END 0.0 get back to happy flow 0.0 (how) can I do something else for you?
  23. 23. Example of high level flows (employee onboarding) 0.0 Hello 0.0 (how) can I do something else for you? Get a Digital Workplace I AM a new employee Account Activation (Password) Getting Familiar with /Discover your new Digital Workplace Get a Digital Workplace for other I HAVE a new employee Product Discovery Order & Request Direct request Product/ Service Change My Services Product Discovery/ functional question I have a Question/ Problem Incident/ Problem Process Question/ status update Password Reset Broken/ Problem? [Product Name] Discover Options? Order/Request? (if applicable)
  24. 24. Mechanical Turk / Wizard of Oz
  25. 25. “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)
  26. 26. Some providers Just google “chatbot / AI/ Intelligent Assistant landscape”
  27. 27. Sample Cases • From user point of view (‘pull’) • Repetitive tasks • HR, FM, Procurement, IT helpdesk • Search • FAQs • Frequently recurring processes • Basic needs (what would make you unhappy if it isn’t there) • Can you anticipate user’s next need?
  28. 28. Lets stay in touch Marion Mulder +31642111245
  29. 29. Sources
  30. 30. Resources • General interesting resources • intelligence/ • • • Canvases • • • • Conversation design • •