Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Future Tech Now: AI, ML & ChatBots

83 views

Published on

Presentation delivered on 28th November at Sri Lanka Developer Forum MeetUp, Colombo, Sri Lanka by Nick Towers

Published in: Technology
  • Women usually act out of emotion, not logic. Take advantage of this and get your Ex back today! See how to ■■■ http://ow.ly/mOLD301xGxr
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Did You Get Dumped? Do you still want her back? If you act now, I can help you. ➤➤ http://scamcb.com/exback123/pdf
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Future Tech Now: AI, ML & ChatBots

  1. 1. Future Tech Now:AI, ML & ChatBots 28th November2018 Nick Towers MD, Technologist & Digital Strategist
  2. 2. high performance guaranteed. digital marketing that drives traffic and creates raving fans ecommerce websites and apps that convert more sales
  3. 3. high performance guaranteed. seo paid search social strategy content strategy email marketing design & build mobile global ecommerce digital transformation creative digital strategy data & insights u/x conversion optimisation
  4. 4. @SagittariusMktg our stats. digital experts foundedLondon, Kent, Leeds, Ukraine, Sri Lanka, Dubai & Boston (USA) turnover & growing 80+ 19797 $5mil.+
  5. 5. @SagittariusMktg domain focus. travel & tourism home, garden & retail enterprise ecommerce education & training
  6. 6. @SagittariusMktg sagittarius & sitecore.
  7. 7. @SagittariusMktg ™ ERP & CRM
  8. 8. @SagittariusMktg 3rd-Party Content FXM 3rd Party Web Asset API Syndicated XML / JSON Web Platform Email Campaign Manager Sitecore DB MongoDB (xDB) Responsive Website Customer Data APIAPI CRM System Native App .NET (IIS) {
  9. 9. @SagittariusMktg 2018MVP:Ambassador 2018MVP:Strategyx2 2016BestReal-TimeAutomation:Omnichannel Engagement 2014BestTravelandHospitalitySite 2014OverallWinner sitecore specialists. 11 Certified Developers 9 Ex-Sitecorians (3 Tech Leads) 24 Sitecore clients 50 Sitecore experts 50+ Sitecore sites
  10. 10. @SagittariusMktg ai & the customer experience. social media online physical store customer mobile big data CRM
  11. 11. @SagittariusMktg AI
  12. 12. @SagittariusMktg industrial revolution.
  13. 13. @SagittariusMktg
  14. 14. @SagittariusMktg Available today Cloud delivered Always on Developer Support Sandbox Modes Free for developers* always on. always available.
  15. 15. @SagittariusMktg who’s usingAI today?
  16. 16. @SagittariusMktg ComputerAided Diagnosis (CAD) Detected 52% of missed cancer diagnosis a year before they were actually detected. Da Vinci Robot UsesAI to perform surgeries in spaces that humans couldn’t Micro Drone Swarms Can assess natural disasters and carry food and medicines, usingAI to navigate and work as a team amazing ai.
  17. 17. @SagittariusMktg meanwhile… back in digital.
  18. 18. @SagittariusMktg cx is not a new idea.
  19. 19. @SagittariusMktg The Power of Moments by Chip & Dan Heath “beware the soul sucking force of reasonableness”
  20. 20. @SagittariusMktg
  21. 21. @SagittariusMktg
  22. 22. @SagittariusMktg achieving greatness in customer experience
  23. 23. @SagittariusMktg Live Chat Web Site Analytics CRM Bookings Insurance Hotel Flights Aviat. Auth. Email Facebook RLSA data.
  24. 24. @SagittariusMktg tools.
  25. 25. @SagittariusMktg points of contact.
  26. 26. @SagittariusMktg
  27. 27. 27
  28. 28. 28
  29. 29. @SagittariusMktg
  30. 30. @SagittariusMktg
  31. 31. Hello. How can I help you?
  32. 32. @SagittariusMktg “we are designing conversations not destinations” Ian MacArthur, Sagittarius
  33. 33. @SagittariusMktg project hector blending technology to optimise the customer experience
  34. 34. @SagittariusMktg • New Microsoft CSP Partner • Access to Data & Cognitive Services team • Lots of chat about ChatBots • Lots more chat about ChatBots • Wanted to understand the capabilities background.
  35. 35. @SagittariusMktg • Explore ChatBots from Specification to Technology • Re-create a real world experience: Visiting the TravelAgent • Work with multiple datasources • Integrate with Sitecore for content and analytics • Extend with voice, email and automated marketing project aims.
  36. 36. @SagittariusMktg • Search and Retrieve • Search Product • Filter Results • Voice/Chat Login and Email • Populate xDB • New Chat Channel • Chat Goals & Engagement Value • Chat Profile Scoring • Customer Service (Voice/Chat FAQs) • Personalise Web and Email Channel project hector: spec.
  37. 37. @SagittariusMktg solution architecture. request next step search actions sefined (intents & entities) response content content (via SSC) xAnalyrtics (via xConnect) End User / Local Development Cognitive Services (luis.ai) SQL VM (xAnalytics & content) ChatBot Framework
  38. 38. @SagittariusMktg “LanguageUnderstandingIntelligenceServce(LUIS)isacloud-basedAPIservice thatappliescustommachine-learningintelligencetoauser'sconversational, naturallanguagetexttopredictoverallmeaning,andpulloutrelevant,detailed information.” luis.ai I need a hotel in london ok, we have 4 in London, when would you like to stay? | Type your message { “query”: “I need a hotel in London”, “topScoringIntent”: { “intent”: “Hotels.Search”, “score”: 0.95461 }, “entities”: [ { “entity”: “bookable”, “type”: “hotel”, “entity”: “geolocation”, “type”: “London”, ] } }
  39. 39. @SagittariusMktg • Utterances: what someone might say/type • Intents: what they want as a result • Entities: things that you need to identify in the phrase luis.ai: 3 concepts. Utterance Intent Entities I’dliketobookahotel Hotel.Book Bookable:Hotel DoesthehotelhaveWiFi Hotel.Amenities.Search Bookable:Hotel Amenities:WiFi IneedahotelinLondonthatacceptspets Hotels.Search Amenities:Pets Condition:Allows
  40. 40. @SagittariusMktg luis & the user journey. I need a hotel in London for 2 nights Does it have a pool? Is the X or Y better for food? Book the X for 2 people for 2 nights all booked, great, can I add dinner? Can I park there or is there a train station near by? ‘logged on to wifi’ My mum is looking to stay in London next month… Can I get a refer a friend discount for all my friends and family?Hotels.List Hotels.Search Hotel.Availability.Se arch Hotel.Amenities.List Hotel.Contact.Detail s Hotel.Book Hotel.Rules.Search
  41. 41. @SagittariusMktg training luis.
  42. 42. @SagittariusMktg • sentiment versus ‘with and without’ • numbers, numbers and numbers • language is flexible… training luis. “Our language is funny – a ‘fat chance’ and a ‘slim chance’ are the same thing.”
  43. 43. @SagittariusMktg “I’d like a hotel that allows pets” challenge: with or without you. Version 1.0 Top scoring intent Hotels.Search (0.35) Entities amenities -> pets “I’d like a hotel that does not allow pets” Version 1.0 Top scoring intent Hotels.Search (0.86) Entities amenities -> pets Version 1.1 Top scoring intent Hotels.Search (0.35) Entities amenities -> pets Sentiment Label: negative (0.265271485) Version 1.1 Top scoring intent Hotels.Search (0.86) Entities amenities -> pets Sentiment Label: negative (0.206210345)
  44. 44. @SagittariusMktg • not a measure of positive or negative intent • more a measure of politeness/state of mind sentiment.
  45. 45. @SagittariusMktg “I’d like a hotel that allows pets” challenge: with or without you. Version 1.0 Top scoring intent Hotels.Search (0.35) Entities amenities -> pets “I’d like a hotel that does not allow pets” Version 1.0 Top scoring intent Hotels.Search (0.86) Entities amenities -> pets Version 2.0 Top scoring intent Hotels.Search (0.35) Entities amenities -> pets Language.Conditional -> allows Version 2.0 Top scoring intent Hotels.Search (0.86) Entities amenities -> pets Language.Conditional -> does not allow
  46. 46. @SagittariusMktg “I’d like 2 rooms for 3 people for 4 nights” challenge: numbers. Version 2.0 Top scoring intent Hotels.Availability.Search (0.83) Entities number → 2 room.types → rooms number → 3 people → people number → 4 datetimeV2 → nights
  47. 47. @SagittariusMktg challenge: language “can I bring a pet” “can I bring my dog” “does the hotel allow pets” “does the hotel allow dogs” “can my dog stay at the hotel” “can my pet stay at the hotel” …
  48. 48. @SagittariusMktg Chatbot demo.
  49. 49. @SagittariusMktg • content • ‘chat’channel • goals and engagement value • login/enrolment sitecore integration.
  50. 50. • start simple – look at one or two key journeys • understand customer conversations, slang and synonyms • train luis constantly • it’s a different channel with a different interface top tips.
  51. 51. @SagittariusMktg AI and Machine Learning is everywhere Your customer experience is already being influenced We have data. Lots of data We have Data,AI and ML services at our fingertips Think BIG, start small “It’s not about what technology can do, it’s about what you can do with technology.” - Microsoft over to you.
  52. 52. bohoma istuti / thank you. Nick Towers nick@sagittarius.agency @nick_towers Go to tonight’s meet up page for your chance to win dinner for two at the world famous Shangri-la Colombo and to receive a copy of the presentations.

×