1. www.creativevirtual.com
Enterprise Chatbots: Taking a
Hybrid Approach to Machine
Learning
Björn Gülsdorff, Head of Business Development
@Bjoern_CV @creativevirtual

2. Gartner Predicts
Source: Gartner, 2016

3. ExistingVAs – how to add ML?

4. The challenge
of
Enterprise Chatbots

5. Recap of the Challenges
Integration
Customisation – Domain Knowledge
Compliance (Legal, Security, …)
And
 ROI
 Timeline
 Budget
And
 Predictability

6. Self-Learning - Pitfalls
 Machine Learning
is Not flexible
• Architecture
• Algorithm
• Special cases
 Black Box –
By design
 Garbage in –
Garbage out

7. And: A noisy Panda is a Gibbon
Panda (57%) „Noise“ Gibbon (99%)

8. What‘s missing?
Let‘s think!

9. If your agents
were quicker
readers…
Would you
let them
read chats or
would you
train them?

10. If your agents
were multi-
taskers…
Should they
watch other
agents or
would you
train them?

11. Accept Human
Knowledge!

12. How it works
Unsupervised pre-learning of
generic language model
System actions with integration
(Classes) defined by humans
Machine Learning against
examples
Scenarios defined
in flow editor
Examples for classification
defined by humans or collected
from agent actions

13. Hybrid2 Approach
1. Creation of Content
• Unsupervised Pre-Learning
• Human curated content
• Supervised Learning
2. Improvement
• Alternates from user
interactions
• Feedback from agents
• Retrain

14. Finds & Benefits
Small receptive fields
Robust against parameter
variations
Only few examples needed
Great results!

15. Semantic
StatisticalSurveys
Feedback
Loops
Human
Curation
A hybrid approach of
human curation of
content and self-
learning minimizes
the risk in creation,
allows the system to
continually improve
while also giving
control over the
reliability of virtual
agent responses.

16. Companies
need
today
Combination of
virtual & real
Knowledge
management &
feedback loop
Complementary
technology
Learning
capabilities

18. Get in Touch with Me
By email:
bjoern.guelsdorff@creativevirtual.com
On Twitter:
@creativevirtual
On the web:
www.creativevirtual.com