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Using Rasa to Power an Immersive Multimedia Conversational Experience | Rasa Summit

Using Rasa to Power an Immersive Multimedia Conversational Experience | Rasa Summit

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Human-to-human electronic communication has moved from text (email) to voice (VoIP) to augmented video (Zoom/Skype). Similarly, the medium for human-to-machine conversation has moved from text (chatbots) to voice, with voice-enabled chatbots in wide use today. The next step in this evolution is a video-enabled conversational experience. Each medium change brings its own technical challenges. Creating a good voice experience involves more than just hooking up a chatbot to a text-to-speech and speech-to-text service. Vocinity has developed a platform for voice-enabled chatbots that has been in production for almost 2 years. We're updating our platform to support a multimedia experience where the bot communicates via video, voice and text messages and images. Using Rasa to provide the conversational logic for the immersive multimedia bot enables us to meet the challenges in voice/video communication. Rasa’s power and flexibility enabled us to extend it to support voice and video.

Presented by CTO of Vocinity, Nathan Stratton at the 2021 Rasa Summit https://rasa.com/summit/

Human-to-human electronic communication has moved from text (email) to voice (VoIP) to augmented video (Zoom/Skype). Similarly, the medium for human-to-machine conversation has moved from text (chatbots) to voice, with voice-enabled chatbots in wide use today. The next step in this evolution is a video-enabled conversational experience. Each medium change brings its own technical challenges. Creating a good voice experience involves more than just hooking up a chatbot to a text-to-speech and speech-to-text service. Vocinity has developed a platform for voice-enabled chatbots that has been in production for almost 2 years. We're updating our platform to support a multimedia experience where the bot communicates via video, voice and text messages and images. Using Rasa to provide the conversational logic for the immersive multimedia bot enables us to meet the challenges in voice/video communication. Rasa’s power and flexibility enabled us to extend it to support voice and video.

Presented by CTO of Vocinity, Nathan Stratton at the 2021 Rasa Summit https://rasa.com/summit/

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Using Rasa to Power an Immersive Multimedia Conversational Experience | Rasa Summit

  1. 1. SPEAKER INTRODUCTION NATHAN STRATTON IS A PASSIONATE TECHNOLOGIST WITH A REPUTATION FOR “DOING THE IMPOSSIBLE.” A HIGH SCHOOL DROPOUT, HIS INTELLECT AND PASSION HAVE MADE HIM A 5- TIME STARTUP LEADER. HE STARTED HIS FIRST COMPANY IN HIS JUNIOR YEAR IN HIGH SCHOOL AND SHORTLY THEREAFTER HELPED LAUNCH 26 CLECS. THROUGHOUT HIS CAREER, NATHAN HAS BEEN ON THE LEADING EDGE AT THE INTERSECTION OF VOICE, VIDEO AND THE INTERNET INCLUDING:
  2. 2. SPEAKER INTRODUCTION (CONTINUED) The first video telephone company The first to directly interconnect via SIP with two major national US providers The first VoIP provider to expand local calling not just to the US, but to 28 countries The first to virtualize BroadSoft’s BroadWorks telephony server The first VoIP provider to allow users to bring your own device (BYOD) The first 2 line carrier-less phone with VoIP and PSTN lines The first to use a generic x86 PC boxes as a core route server for internet traffic The first to support over 120 different SIP user agents on a single network The first VoIP provider to launch a Wi-Fi phone NATHAN IS CURRENTLY THE FOUNDER AND CTO OF VOCINITY, WHICH HE STARTED JUST ABOUT THREE YEARS AGO. VOCINITY IS A VOICE AND VIDEO CUSTOMER ENGAGEMENT PLATFORM. THE PLATFORM PROVIDES VOICE AND VIDEO CONVERSATION AGENTS, SUPPORTED BY RASA TECHNOLOGY, TO ADDRESS CUSTOMER NEEDS IN RETAIL, HEALTHCARE, FINANCIAL SERVICES AND HOSPITALITY.
  3. 3. THE NOW GENERATION CUSTOMER EXPERIENCE WHY VOICE AND VIDEO ARE INCREASINGLY IMPORTANT FOR CUSTOMER EXPERIENCE? Nathan StrattonFounder, CTO
  4. 4. Immediate Answers Interactive Content Knowledgeable Support Reps Cool Demos Personalized Journeys WHAT CUSTOMERS WANT NOW!
  5. 5. WHAT MARKETERS WANT NOW! More Engaging Experiences Improved ROI (Print & Digital) Personalized Journeys Customer Loyalty Higher Conversion Rates
  6. 6. BUT THE REALITY IS VERY DIFFERENT Personnel Costs Are Soaring Omnichannel Experiences Out of Sync Chatbots Still Require Typing (especially on smartphones) Contactless Is The New Norm Budgets Are Shrinking
  7. 7. 5 to 7 times faster than typing Hands-free interactions More natural conversations VOICE HAS ADVANTAGES OVER TEXT-BASED BOTS A PICTURE IS WORTH A THOUSAND WORDS BUT VOICE BOTS ALSO HAVE CHALLENGES TOO Real-time interactions require “engagement” Users quickly lose focus(lots of distractions) The average person remembers a fraction of what is said to them Technically it is harder to remain in context and filter out “nonsense”
  8. 8. LINKEDIN, FACEBOOK, AMAZON, AND OTHERS ALL NOW HAVE LIVE STREAMING OPTIONS. TIKTOK, INSTAGRAM, YOUTUBE HAVE DEMONSTRATED THE VALUE AND IMPORTANCE OF VIDEO.
  9. 9. THE POWER OF VIDEO IS UNDENIABLE 82% prefer live video from a brand to social posts. Enjoyment of video increased sales intent by 97% and brand association by 139%. Video on a landing page can increase conversion by 80% or more. After watching a video, 64% of users are more likely to buy a product online. 80% of audiences would rather watch live video from a brand than read a blog. Video in an email leads to a 200-300% increase in click-through rate. 39% of executives call a vendor after viewing a video. 59% of executives would rather watch a video than reading text. 73% of B2B businesses using live video report positive results to their ROI
  10. 10. BUT REAL-TIME VIDEO INTERACTIONS ARE HARD! Requires broad domain expertise across SIP, NLU, NLP, Video, Broadcasting, WebRTC, etc. Need to create and manage microsites, content and video engagement experiences WebRTC only recently became a standard across all platforms and browsers “Digital Humans” are still evolving (GPUs, FPS, Continuous Viewing)
  11. 11. WHAT IS A VIDEO ENGAGEMENT PLATFORM? MULTILINGUAL VIDEO AVATAR MULTIMEDIA GATEWAY WebRTC SIP gRPC Broadcast Services MICROSITE PROXY SERVER HTML/CSS Template Interactive Media VOICE CORE PLATFORM ASR NLP/NLU TTS Agent Builder
  12. 12. AGENT BUILDER Overlay images and videos based on time or dialogue duration OVERLAY IMAGES & VIDEOS Much more complicated than just intents and responses BUILT FROM SCRATCH Transfers, pauses, use API data, send SMS/text, pause, DTMF, etc. MULTIPLE ACTION TYPES No code approach, On-the-fly building, compiling, containerizing and deploying
  13. 13. Websites Kiosks & Digital Signage OMNICHANNEL DEPLOYMENTS Mobile Applications QR Codes
  14. 14. HIGH LEVEL PROCESS FLOW
  15. 15. INTERACTIVE RICH MEDIA EXPERIENCES On-demand videos or text messages Escalation, in context, to live rep (if needed) Share links (SMS/Text) Voice over images for additional context
  16. 16. CORE PROCESSING ARCHITECTURE
  17. 17. WHY A VIDEO ENGAGEMENT PLATFORM? 25-200% reduction in cost (versus employee or contractor) Always available, always ready. Never gets sick. (7x24x365 Coverage) Escalation, in context, to Live Agent (when needed) Diminished CoVID liability Digital twin of your best and brightest. And gets smarter overtime.
  18. 18. BROAD INDUSTRY AND APPLICATION OPPORTUNITIES
  19. 19. TECHNOLOGY APPROACH BENEFITS Artificial intelligence technology maintains a natural conversation Cloud technology lowers customer acquisition and operations costs Scalable and secure offering across any digital medium Machine learning algorithms support narrow-scope conversations Faster than typing and texting Hands-free, eyes-free Better, more natural experience Near human recognition levels V-BOT TM
  20. 20. Thank you Nathan Straton Founder CTO +18246522142 nathan@vocinity.com www.vocinity.com

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