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Inbenta - 5 tips om van je AI-gebaseerde Chatbot een absoluut succes te maken!

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Kunstmatige intelligentie zal in 2020 volgens vele researchers in 85% van de klantcontacten worden gebruikt, maar vandaag de dag is het voor veel organisaties nog een hele uitdaging om goed te begrijpen wat ze daarvoor nodig hebben en wat het hun gaat opleveren. Oprichter en technisch brein van de Inbenta technologie Jordi Torras, gaat 5 belangrijke tips geven die je gaan helpen in je zoektocht. Wat heb je nodig en waar moet je op letten.

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Inbenta - 5 tips om van je AI-gebaseerde Chatbot een absoluut succes te maken!

  1. 1. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 1 5 Tips to Make Your AI-based Chatbot an Absolute Success
  2. 2. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 2 JORDI TORRAS INBENTA CEO & FOUNDER I have a bachelor’s in Computer Science from the University Autonomous of Barcelona, specializing in AI, neural networks, expert systems, and genetic algorithms. In 1997, I kick-started my entrepreneurial career with SBD, a professional services firm in Barcelona. Soon after my first company was acquired, I founded Inbenta in 2005 to help clients improve online relationships with their customers using revolutionary technologies like Artificial Intelligence and Natural Language Processing. We launched the very first version of our software in 2010. These days, I run Inbenta from our office headquarters in Silicon Valley. A little about myself... @jtorras @inbenta
  3. 3. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 3 What are we going to see today? A great path to the best chatbot possible Will chatbots revolutionize the way we interact with companies? Or will AI fade away to lead to a new winter? Future What is an actual intelligent chatbot What we can expect by implementing a chatbot for our company Definition What we have to take into account before venturing into making our chatbot Technologies and vendors we can consider for our platform 5 Tips Actual implementations and how to test their AI Ideas that we can exploit and integrate into our chatbot Examples Artificial Intelligence is actually a set of techniques that provide advanced software Natural Language Processing is the cornerstone of an efficient chatbot A.I. A chatbot (also known as a talkbot, chatterbot, Bot, IM bot, interactive agent, or Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner, thereby passing the Turing test. Chatbots are typically used in dialog systems for various practical purposes including customer service or information acquisition. Some chatterbots use sophisticated natural language processing systems, but many simpler systems scan for keywords within the input, then pull a reply with the most matching keywords, or the most similar wording pattern, from a database. (Https://en.wikipedia.org/wiki/Chatbot)
  4. 4. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 4 HAL9000 Fictionally available in 2001 Capabilities shown in “2001: A Space Odyssey” In addition to maintaining the Discovery One spacecraft systems during its interplanetary mission, HAL is capable of speaking, speech &, facial recognition, natural language processing, lip reading, art appreciation, interpreting emotional behaviors, automated reasoning, self-defense, keeping secrets, lying, and playing chess. What is an Intelligent chatbot? The most badass chatbot
  5. 5. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 5 “Clippit” …available from 1997 to 2003 Included in Microsoft Office for Windows The program was widely reviled among users as intrusive and annoying, and was criticized even within Microsoft. The concept of Clippit was based on a "tragic misunderstanding" of research conducted at Stanford University, showing that the same part of the brain in use while using a mouse or keyboard was also responsible for emotional reactions while interacting with other human beings, and thus is the reason people yell at their computer monitors. What is an unintelligent chatbot? …regrettably available in 2001
  6. 6. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 6 v In the history of artificial intelligence, an AI winter is a period of reduced funding and interest in artificial intelligence research. The term was coined in an analogy to the idea of a nuclear winter. The field has experienced several hype cycles, followed by disappointment and criticism, followed by funding cuts, followed by renewed interest years or decades later. Hypes are common in many emerging technologies, such as the railway mania or the dot-com bubble. The AI winter is primarily a collapse in the perception of AI by government bureaucrats and venture capitalists. Despite the rise and fall of AI's reputation, it has continued to develop new and successful technologies. AI Winter That’s what happens when you overpromise and underperform
  7. 7. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 7 The Pyramid of AI From computing to super-intelligence Super-intelligence General Intelligence Narrow Intelligence Automation Computing 2 3 4 5 1 "as soon as it works, no one calls it AI anymore.” -John McCarthy 1956
  8. 8. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 8 Machine Learning Natural Language Processing Expert SystemsNeural Networks Computer Vision Game Theory Genetic Algorithms So, what is AI? One question many answers!
  9. 9. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 9
  10. 10. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 10
  11. 11. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 11 Book a ship to France International Shipping Policy Purchase a cruise in the south of Europe Ship a book to France Challenges with Human Language Also known as natural language processing
  12. 12. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 12 Natural Language Processing Or behaving like a human mind NLP ML Lexicon Syntax Disambiguation Knowledge of the World Semantics Machine Learning Feedback TrainingData Set Neural Conversational Model seq2seq
  13. 13. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 13 v Greeting the customer and welcoming conversation Welcome Chit Chat Topology of an Agent Conversation (1/2) AgentCustomer Eventually answering chitchat, optional Chit Chat The customers poses the issue, or asks a question Issue Confirm the agent understands the questions and that it belongs to an item that can be solved Handshake The customer agrees that what the agent is about to work on solving is what she needs Confirmation Agent asks necessary information to either understand how to classify the issue or ask for additional information Clarifying Questions Customers answers questions Answers 1 2 3 4 5 6 7
  14. 14. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 14 v Agent tells answers, executes operations and finalizes a transaction Solution Topology of an Agent Conversation (2/2) Ask if customer needs additional information or has more issues Need More help? Usually automated evaluation on how the conversation went Survey Shares perceived quality of the service offered Evaluation Thanks agent for attention, issue is resolved, says goodbye Thank-you Chit Chat A solution is not found, so the conversation must be escalated Escalation Customer Agent 8 10 12 13 3 11 9
  15. 15. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 15 5 tips to build awesome bots How to create a chatbot that effectively helps your customers and gets the job done.
  16. 16. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 16 See what your bot needs to be an expert in. For example: Chatbots working in support will need to know the user and backend experience of your Call Center. DOMAIN EXPERT Often referred as Conversational Dialog Strategist, the Bot Master [reminiscence of “webmaster”] must define all the possible intents and flows. BOT MASTER If you truly want to be effective, chatbots will require access to your back office and legacy systems. This will require engaging with IT and many other tech specialists. MIDDLEWARE SPECIALIST 2 3 11.Build Your Team Creating a chatbot will require a specialized team that works in different, challenging environments.
  17. 17. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 17 Be ready to compare your bot efficiency with human-powered chat support. Measure NPS for your bot and your chat agents. 05 TEST HUMAN/COMPUTER Your bot needs to be integrated with back office systems – ideally, your business should be API-ready. 04 INTEGRATION Which other areas and use cases will your chatbot face in the future? 06 PLAN FOR EXPANSION Need to deflect human chats? Calls? To increase sales, be ready to measure KPIs. 02 KPIs Your bot will never be able to answer ANY question, unless you’re ready to define a scope. 01 DOMAIN Are you planning for web-based only deployment, or multi- channel, voice UIs, etc? 03 CHANNELS Set Your Expectations and KPIs Understand what to expect and what to measure2.
  18. 18. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 18 It might require some investment, but you need to evaluate at least 3 tools on a limited PoC to take an informed decision. PROOF OF CONCEPT Chose a tool that matches intents with utterances, minimum training, and good relevancy. The tool should support the languages you need. GOOD INTENT DETECTION Prepare to be self-sufficient. It is important that the tool you choose let’s you operate the entire bot without needed consulting or customizations. SELFSERVICE & EASY OF USE 2 3 13.Choose Your Tools With more than 1500 bot and chatbot technology vendors, choosing the right technology has become increasingly difficult. Parsing through PoC’s, RFI’s, and RFP’s might be a discouraging process, but it is now more necessary than ever.
  19. 19. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 19 Web Application Configuration Non-web App Custom Webhooks Editors Log Server Chatbot API Chatbot Engine Admin Tool SDK Knowledge 4. Messaging Server Webhook API Lexicon Match Engine Dashboards Discovery Tools Application Layer Integration Layer AI Layer Admin Layer Be aware of your architecture Your chatbot is a mission-critical application
  20. 20. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 20 Multi Channel Testing Some platforms impose limitations to output formats, so make sure all answers in all channels are tested. Chit Chat Answers Users will ask silly questions, maybe to test the bot, so be ready with spontaneous answers. Webhook Integration Every intent connected to a backend transaction must be tested in all possible scenarios. Dialog Manager Your chatbot must ask clarifying questions, but also offer direct answers. Context and Pronouns We humans use pronouns to specify context, so your chatbot must understand with plausible options. Utterances and Intent Make sure every rephrasing of a question is understood. 5 64 2 31 Conversational Testing 5. It is boring, but the key to success
  21. 21. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 21 Vendors Who are today’s suppliers of enterprise chatbots? As of Q1 2018, there are more than 1500 active chatbot companies in the global market (Gartner). Ranging from big, consolidated enterprises to small, pre-funding startups, these companies vary largely from their conception, technologies, methods, and market approach. Some of these companies distinguish Artificial Intelligence from their core, creating the opportunity to connect different intent-engines. Others cover the full spectrum of both AI and Natural Language Processing.
  22. 22. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 22 Examples The good, the bad, and the ugly of chatbots
  23. 23. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 23 Old generation This bot has been around since 2010 Extensive It’s been tested for many years and includes a large knowledge base 1 Level Answers There’s no dialog manager, clarifying questions, entities, variables or webhooks Sargent Star The US Army’s virtual guide
  24. 24. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 24 Based on AIML An extensive library of chit chat conversations using pattern-matching Conversational Although conversations are only based on 2-step memory Freely Available Available as an open source download, along with additional consulting and professional services Mitsuku Chatbot Good Chit Chat Hard for Business
  25. 25. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 25 Virtual Assistant Solves problems right from the customer support page Transactional Great integration with backend systems (e.g. tracking) Variables Detecting variables on the fly, or asking (when necessary) for tracking #s FedEx Virtual Assistant Online Customer Support Integrated with backend systems
  26. 26. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 26 Informational Connects information about the app to manage cars FAQ Connected Uses FAQs and intents to answer questions Feedback Collects information about how successful each interaction was Volkswagen Connect Connecting with your car using connected chatbots
  27. 27. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 27 Integration Integrate with ticket search and flight status Multilingual Available in English, Portuguese, and more Extra Display Offers an extra display to show information on a floating board GOL Airlines GOL Linhas Aéreas, a leading airline in Brazil
  28. 28. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 28 FUTURE What awakes in the near future for chatbots? What tendencies do we already see? Are chatbots going to conquer the world?
  29. 29. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 29 v Consolidation There are more than 1500 vendors for chatbot technology. Those with best self-service, out-of-shelf, technology will prevail. Personal Assistants Enterprise Chatbots will integrate with Siri, Alexa and Google Home. These bots will be the next AdWords. Live Chat Human chat will work interactively with chatbots, and chat agents will be supported by chatbots, as well. Ownership Chatbots will be owned by customer support, marketing, and sales, and will feature distributed content management. Call centers as we know them will disappear Interoperability Chatbots will be available throughout a variety of channels, including voice, mobile, web, and over the phone Forecasting the Future What we have to expect in the future of chatbots
  30. 30. www.inbenta.com © 2018 Inbenta Technologies, Inc. All Rights Reserved. 30 Thank You! Happy to answer your questions

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