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Facebook launches Messenger platform
with chatbots Apr 2016
Bots, Messenger and the future of
customer service May 2016
Why and how chatbots will dominate
social media Jul 2016
Will Facebook be your next call center
operator? Jul 2016
The human role in a bot-dominated future
Jul 2016
The new paradigm for human-bot
communication Aug 2016
THE ROARING 2016
Facebook’s new chatbots still need work
Apr 2016
The dehumanization of Facebook
Messenger May 2016
Why do chatbots suck? May 2016
The impending bot backlash Jun 2016
The hidden risks of the bot explosion Jun 2016
Bursting the chatbot bubble Jul 2016
Hard questions about bot ethics Sep 2016
As Messenger’s bots lose steam,
Facebook pushes menus over chat Mar 2017
THE PHANTOM MENACE
Natural Language
Insane variability.
Long tail distributions.
Scripts don’t work.
NLP dimensionality reduction.
Question
Answer
1 inchSize of the Message
Answer
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Answer
500 000 000 inchesSize of the Earth
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Answer
54 800 000 000 inchesSize of the Sun
500 000 000 inchesSize of the Earth
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Answer
55 870 000 000 000 000 000 000 inchesSize of the Galaxy
54 800 000 000 inchesSize of the Sun
500 000 000 inchesSize of the Earth
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Answer
34 848 000 000 000 000 000 000 000 000 inchesSize of the Universe
55 870 000 000 000 000 000 000 inchesSize of the Galaxy
54 800 000 000 inchesSize of the Sun
500 000 000 inchesSize of the Earth
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Answer
282 000 000 000 000 000 000 000 000 000 000
000 000 000 000 000 000 000 000 000 000 000
000 000 000 000 000 000 000
Combinations
of 59 symbols:
26 letters + “ ”
( 27 = 2.82e+84 )59
34 848 000 000 000 000 000 000 000 000 inchesSize of the Universe
55 870 000 000 000 000 000 000 inchesSize of the Galaxy
54 800 000 000 inchesSize of the Sun
500 000 000 inchesSize of the Earth
1 inchSize of the Message
3 800 000 inchesSize of the Bay Area
Okay, Some Words Are More Frequent Than Others
the + be + to + of + and + a +
+ in + that + have + I
25% of English language
An iceberg is a large piece of freshwater
ice that has broken off a glacier or an ice
shelf and is floating freely in open water.
It may subsequently become frozen into
pack ice (one form of sea ice).
Almost 91% of an iceberg is below the
surface of the water.
In this text: 19 of 51 words
What Is Long Tail (Zipf’s Law)
F =
a
rank
What Is Long Tail (Zipf’s Law)
Williams, J. R. et al. Zipf’s law holds for phrases, not words. Sci. Rep. 5, 12209; doi: 10.1038/srep12209 (2015).
Frequent vs Mid-Frequent
Frequent
Mid-Frequent
Why Dimensionality Matters?
Buttons UI
Natural Language UI
2-10 variations
100 000 000 000 000 000
variations
Conversational Bots: Expectation
Reality
Reality
Reality
Reducing of the Dimensionality of Natural Language
An iceberg is a large piece of
freshwater ice that has broken
off a glacier or an ice shelf and
is floating freely in open water.
It may subsequently become
frozen into pack ice (one form
of sea ice).
As it drifts into shallower
waters, it may come into
contact with the seabed, a
process referred to as seabed
gouging by ice.
Almost 91% of an iceberg is
below the surface of the water.
Sentence splitting
Tokenization
Spell checking
Stemming / Lemmatization
Vectorization
Word embedding
PoS tagging
Topic detection
Sentiment analysis
Named entity recognition
Relation extraction
Intent detection
Natural Text
Pre-processing
Understanding
Long tails again!
Business verticals.
Scripts don’t work again!
Human Needs and Intents
Dozens, Hundreds, And Thousands Of Intents
Different Business Verticals Have Different Distributions
Heavy “head” and short “tail”
Heavy and long “tail”
Different Business Verticals Have Different Distributions
Heavy “head” and short “tail” Heavy and long “tail”
Question
Your company has 100 000 chat conversations a month.
How many intents should you build in your chatbot to cover 95% of requests?
Question
Your company has 100 000 chat conversations a month.
How many intents should you build in your chatbot to cover 95% of requests?
20-50?
Question
Your company has 100 000 chat conversations a month.
How many intents should you build in your chatbot to cover 95% of requests?
20-50? NO!
5000-7000
Vectorization
and Clustering
of Conversations
Oh, no! Long tails again!
Business Processes
Even An Ideal Chatbot Is Not A Silver Bullet
What Does All This Mean For Business?
OR
Humans are expensive
Let’s replace human
agents with chatbots!
What Businesses Expect From Bots
Expectation
What Businesses Get
Reality
Solution?
1. Start with STATISTICAL ANALYSIS of
conversations with your customers!
2. Understand what distributions
are typical for your business
3. Semi-supervised learning from conversations
(Rules and scripts won’t work for mid/low-frequent requests)
4. Retrieval of the “Semantic layer”
5. Reinforcement learning and agent-in-the-loop
How To Make It Work
The right way to augment customer service
AND
The best “Chatbot”
systems are those,
that learn fast and
augment human agents
Thank you for your attention!
Artemy Malkov, Ph.D.
CEO, Data Monsters
am@datamonsters.co
bots.datamonsters.co

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Artemy Malkov, CEO, Data Monsters at The AI Conference 2017

  • 1.
  • 2. Facebook launches Messenger platform with chatbots Apr 2016 Bots, Messenger and the future of customer service May 2016 Why and how chatbots will dominate social media Jul 2016 Will Facebook be your next call center operator? Jul 2016 The human role in a bot-dominated future Jul 2016 The new paradigm for human-bot communication Aug 2016 THE ROARING 2016
  • 3. Facebook’s new chatbots still need work Apr 2016 The dehumanization of Facebook Messenger May 2016 Why do chatbots suck? May 2016 The impending bot backlash Jun 2016 The hidden risks of the bot explosion Jun 2016 Bursting the chatbot bubble Jul 2016 Hard questions about bot ethics Sep 2016 As Messenger’s bots lose steam, Facebook pushes menus over chat Mar 2017 THE PHANTOM MENACE
  • 4. Natural Language Insane variability. Long tail distributions. Scripts don’t work. NLP dimensionality reduction.
  • 6. Answer 1 inchSize of the Message
  • 7. Answer 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 8. Answer 500 000 000 inchesSize of the Earth 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 9. Answer 54 800 000 000 inchesSize of the Sun 500 000 000 inchesSize of the Earth 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 10. Answer 55 870 000 000 000 000 000 000 inchesSize of the Galaxy 54 800 000 000 inchesSize of the Sun 500 000 000 inchesSize of the Earth 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 11. Answer 34 848 000 000 000 000 000 000 000 000 inchesSize of the Universe 55 870 000 000 000 000 000 000 inchesSize of the Galaxy 54 800 000 000 inchesSize of the Sun 500 000 000 inchesSize of the Earth 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 12. Answer 282 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 Combinations of 59 symbols: 26 letters + “ ” ( 27 = 2.82e+84 )59 34 848 000 000 000 000 000 000 000 000 inchesSize of the Universe 55 870 000 000 000 000 000 000 inchesSize of the Galaxy 54 800 000 000 inchesSize of the Sun 500 000 000 inchesSize of the Earth 1 inchSize of the Message 3 800 000 inchesSize of the Bay Area
  • 13. Okay, Some Words Are More Frequent Than Others the + be + to + of + and + a + + in + that + have + I 25% of English language An iceberg is a large piece of freshwater ice that has broken off a glacier or an ice shelf and is floating freely in open water. It may subsequently become frozen into pack ice (one form of sea ice). Almost 91% of an iceberg is below the surface of the water. In this text: 19 of 51 words
  • 14. What Is Long Tail (Zipf’s Law) F = a rank
  • 15. What Is Long Tail (Zipf’s Law) Williams, J. R. et al. Zipf’s law holds for phrases, not words. Sci. Rep. 5, 12209; doi: 10.1038/srep12209 (2015).
  • 17. Why Dimensionality Matters? Buttons UI Natural Language UI 2-10 variations 100 000 000 000 000 000 variations
  • 22. Reducing of the Dimensionality of Natural Language An iceberg is a large piece of freshwater ice that has broken off a glacier or an ice shelf and is floating freely in open water. It may subsequently become frozen into pack ice (one form of sea ice). As it drifts into shallower waters, it may come into contact with the seabed, a process referred to as seabed gouging by ice. Almost 91% of an iceberg is below the surface of the water. Sentence splitting Tokenization Spell checking Stemming / Lemmatization Vectorization Word embedding PoS tagging Topic detection Sentiment analysis Named entity recognition Relation extraction Intent detection Natural Text Pre-processing Understanding
  • 23. Long tails again! Business verticals. Scripts don’t work again! Human Needs and Intents
  • 24. Dozens, Hundreds, And Thousands Of Intents
  • 25. Different Business Verticals Have Different Distributions Heavy “head” and short “tail” Heavy and long “tail”
  • 26. Different Business Verticals Have Different Distributions Heavy “head” and short “tail” Heavy and long “tail”
  • 27. Question Your company has 100 000 chat conversations a month. How many intents should you build in your chatbot to cover 95% of requests?
  • 28. Question Your company has 100 000 chat conversations a month. How many intents should you build in your chatbot to cover 95% of requests? 20-50?
  • 29. Question Your company has 100 000 chat conversations a month. How many intents should you build in your chatbot to cover 95% of requests? 20-50? NO! 5000-7000
  • 31. Oh, no! Long tails again! Business Processes
  • 32. Even An Ideal Chatbot Is Not A Silver Bullet
  • 33. What Does All This Mean For Business? OR Humans are expensive Let’s replace human agents with chatbots!
  • 34. What Businesses Expect From Bots Expectation
  • 37. 1. Start with STATISTICAL ANALYSIS of conversations with your customers! 2. Understand what distributions are typical for your business 3. Semi-supervised learning from conversations (Rules and scripts won’t work for mid/low-frequent requests) 4. Retrieval of the “Semantic layer” 5. Reinforcement learning and agent-in-the-loop How To Make It Work
  • 38. The right way to augment customer service AND The best “Chatbot” systems are those, that learn fast and augment human agents
  • 39. Thank you for your attention! Artemy Malkov, Ph.D. CEO, Data Monsters am@datamonsters.co bots.datamonsters.co