Learning & Training mit Chatbots

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Thomas Jenewein

Vortrag von der LEARNTEC2019

Business

PUBLIC
Dr. Lars Satow, SAP (@LarsSatow)
Januar, 2019
Learning & Training mit Chatbots
Erfahrungen mit Chatbots in der Weiterbildung

2INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1. Learner-Support: Beantworten von Fragen; Unterstützung beim Lernen; Erinnern
2. Personalisierung: Lernempfehlungen zugeschnitten auf den persönlichen Bedarf
3. Lern-Verstärkung: Wiederholung von Inhalten; Erinnern an Lernzeiten
4. Trainings-Partner: Lernförderliche Dialoge
5. Assessments: Beurteilung von Lernergebnissen und Lernfortschritten
6. Lern-Coach: Feedback, Bewertung, Motivation
Einsatzszenarien für Digitale Lern-Assistenten

Ed the Bot @ Recast.AI: Machine Learning Overview
Intent Matching
Output
Reaction
Lerner
Input
Machine Learning

Ed the Bot @ Recast.AI – Architecture Overview
SAP Learning Hub
Learning
Room A
Learning
Room B
Learning
Room C
SAP Cloud Platform
Java
module
• Mapping
• Tracking
SAP Leonardo Recast.AI
Recast
Bot A
Recast
Bot B
Recast Bot
C
Other Apps
and Web
pages
• Intent matching
• Complex skills
• Answer generation
• Machine Learning
• Reporting
• Authoring

5INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Scenario 1: Answer Learner Questions in Learning Communities

6INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Scenario 2: Individualized Learning Recommendations

7INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1. Learner-Support: Beantworten von Fragen; Unterstützung beim Lernen; Erinnern an Terminen
2. Personalisierung: Lernempfehlungen zugeschnitten auf den persönlichen Bedarf
3. Lern-Verstärkung: Wiederholung von Inhalten; Erinnern an Lernzeiten
4. Trainings-Partner: Lernförderliche Dialoge
5. Assessments: Beurteilung von Lernergebnissen und Lernfortschritten
6. Lern-Coach: Feedback, Bewertung, Motivation
Einsatzszenarien für Digitale Lern-Assistenten

8INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Learning (Course / E-Learning)
Reinforce with app
SAP Certification Exam
Scenario 3: Learning Reinforcement on Mobile Device

9INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Start Screen
Progress
Tracking
Content

10INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Learn

11INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Test

12INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Ask
Beantworten von Fragen
Erinnern an Lernzeiten
Lernförderliche Dialoge

14INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Bot Evaluation Jan 2018
Correct; 78%;
Answer provided; 42%
210 User Questions Jan 2018
Source: Brandl, R. (2018). Deployment of Machine Learning to support Tutoring in collaborative Learning Communities. Master thesis PH Heidelberg.

15INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Bot Evaluation: Effect of Machine Learning
Dec 2018 Dec 2017
Questions n = 1000 (last 1000) n = 210 (first 210)
Answers provided n = 698 ~70% n = 88 ~ 42%
Confidence M = 0.97 M = .78
Marked as best answer by
user
n = 36 ~ 9% n = 7 ~ 8%

16INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Bot Evaluation: Acceptance
1 2 3 4 5 6 7 8 9 10
Interact with Bot
1 2 3 4 5 6 7 8 9 10
Usefulness of bot
Interact with Bot
1 2 3 4 5 6 7 8 9 10
Access Learning Room from Program
1 2 3 4 5 6 7 8 9 10
Ask question in Learning Rooms
1 2 3 4 5 6 7 8 9 10
Go to page, where you can find all content
Interact with Moderators
1 2 3 4 5 6 7 8 9 10
Search and find ABAP Course
Search

17INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
 Free paper (German)
 PPT & Videos
@LarsSatow

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Learning & Training mit Chatbots

1. PUBLIC Dr. Lars Satow, SAP (@LarsSatow) Januar, 2019 Learning & Training mit Chatbots Erfahrungen mit Chatbots in der Weiterbildung

2. 2INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ 1. Learner-Support: Beantworten von Fragen; Unterstützung beim Lernen; Erinnern 2. Personalisierung: Lernempfehlungen zugeschnitten auf den persönlichen Bedarf 3. Lern-Verstärkung: Wiederholung von Inhalten; Erinnern an Lernzeiten 4. Trainings-Partner: Lernförderliche Dialoge 5. Assessments: Beurteilung von Lernergebnissen und Lernfortschritten 6. Lern-Coach: Feedback, Bewertung, Motivation Einsatzszenarien für Digitale Lern-Assistenten

3. Ed the Bot @ Recast.AI: Machine Learning Overview Intent Matching Output Reaction Lerner Input Machine Learning

4. Ed the Bot @ Recast.AI – Architecture Overview SAP Learning Hub Learning Room A Learning Room B Learning Room C SAP Cloud Platform Java module • Mapping • Tracking SAP Leonardo Recast.AI Recast Bot A Recast Bot B Recast Bot C Other Apps and Web pages • Intent matching • Complex skills • Answer generation • Machine Learning • Reporting • Authoring

7. 7INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ 1. Learner-Support: Beantworten von Fragen; Unterstützung beim Lernen; Erinnern an Terminen 2. Personalisierung: Lernempfehlungen zugeschnitten auf den persönlichen Bedarf 3. Lern-Verstärkung: Wiederholung von Inhalten; Erinnern an Lernzeiten 4. Trainings-Partner: Lernförderliche Dialoge 5. Assessments: Beurteilung von Lernergebnissen und Lernfortschritten 6. Lern-Coach: Feedback, Bewertung, Motivation Einsatzszenarien für Digitale Lern-Assistenten

8. 8INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Learning (Course / E-Learning) Reinforce with app SAP Certification Exam Scenario 3: Learning Reinforcement on Mobile Device

13. Evaluation

14. 14INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Bot Evaluation Jan 2018 Correct; 78%; Answer provided; 42% 210 User Questions Jan 2018 Source: Brandl, R. (2018). Deployment of Machine Learning to support Tutoring in collaborative Learning Communities. Master thesis PH Heidelberg.

15. 15INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Bot Evaluation: Effect of Machine Learning Dec 2018 Dec 2017 Questions n = 1000 (last 1000) n = 210 (first 210) Answers provided n = 698 ~70% n = 88 ~ 42% Confidence M = 0.97 M = .78 Marked as best answer by user n = 36 ~ 9% n = 7 ~ 8%

16. 16INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Bot Evaluation: Acceptance 1 2 3 4 5 6 7 8 9 10 Interact with Bot 1 2 3 4 5 6 7 8 9 10 Usefulness of bot Interact with Bot 1 2 3 4 5 6 7 8 9 10 Access Learning Room from Program 1 2 3 4 5 6 7 8 9 10 Ask question in Learning Rooms 1 2 3 4 5 6 7 8 9 10 Go to page, where you can find all content Interact with Moderators 1 2 3 4 5 6 7 8 9 10 Search and find ABAP Course Search

18. PUBLIC Dr. Lars Satow, SAP (@LarsSatow) Januar, 2019 Learning & Training mit Chatbots Erfahrungen mit Chatbots in der Weiterbildung

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