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What’s next in CDD: Intent Clashes and Selective Confidence | Rasa Summit 2021

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What’s next in CDD: Intent Clashes and Selective Confidence | Rasa Summit 2021

  1. 1. Intent Clashes + Selective Confidence while tightening CDD loop
  2. 2. Context is key Customer Agnostic Industry Agnostic Steep Learning Curve
  3. 3. Conversational AI for the future of business Notify Engage Empower Support Iris warms up your audience and customers so that your team can have the conversations that matter.
  4. 4. Intent clashes + Selective confidence ● What to do when you hit intent clashes? ● More data will only get you so far ● The “refund” problem, want one or just information about it? ● How do you achieve accuracy and consistency? ● How can this be solved through selective confidence?
  5. 5. Dialogue Design ● We have always called it Dialogue Design but essentially it’s CDD ● It’s an approach / methodology / practice for success ● At the core it’s customer centric development ● Human-in-the-loop Conversational product development
  6. 6. Building for CX ● Thousands of customer interactions ● Three customer segments ● Organic and paid traffic ● Integration into their existing systems ● Complex business rules ● Over 10 different scenarios
  7. 7. How... Human-in-the-loop Tighten the CDD Loop
  8. 8. CDD by design and practice Dialogue Designer ● Rapid prototyping ● Copy editor ● Low level programming ● Integration interfaces ● Conversation flow ● Encode business logic Launch Pad / Insights & Metrics ● Design ● Staging ● Production ● Review ● Assess ● Rapid development workflow Conversation Engine ● Various services + functionality ● Rasa service ● Rasa for Traversal or Article Search ● Various training models ● Processed at different levels ● User profile, settings and context Natural Language Interface ● Intent training ● Text input and keyboards ● Set the confidence thresholds ● Simulation + load testing ● Capture failed NLU ● Retrain or discard
  9. 9. Visual programmatic design Traversal Article Search
  10. 10. Key takeaways ● Select intents based on context to reduce clashes ● Leverage context to adjust confidence threshold ● How can you tighten the CDD workflow ● Set an order of operations on your NLU
  11. 11. Q&A @spedavoli Sebastian Pedavoli CEO & Co-founder, Proxima

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