Talk about how we implemented chatbot for customer service at Kiwi - and failed. Chatbot day @ Belgrade https://chatbotday.rs/

1. Chatbot at Kiwi.com:
Dreams vs. Reality

2. Zdravo!
My name is Jaroslav
Follow me on @kubajzHK

3. in numbers...
× 1500+ agents in CS
× 10% as chat support

4. It doesn’t end with selling the ticket...
× Delayed flights, strikes at/around airports,
bad weather, lost baggage

5. Why we could not afford chatbot...
× Tired man at the unfamiliar airport, who just
missed the flight, needs proper care
=> we can’t fail our customers
“I don’t understand your question.”
is not an answer, it’s an insult.

6. CHatbot needs to work
100 % time
… but we are not
able to predict all
possible
scenarios

7. Hello
Hi Bob, how can I help you?
I need to add a baggage
Ok, Can I ask you for
your booking ID?
Is it that number from e-mail?

9. So how does it works?

12. What’s behind?

13. Tree is never
the answer.

14. Which type of coffee do you prefer? Big or small?
What? I like Moka pot.
#@Y!
Ok, big one. I like big shot too.
WAT?! I want Moka pot!
Sorry, I can’t understand. How
can I help you?

16. Catch the intent
Fill in the slots
Process the action
on fulfillment

17. DynamoDB

18. Take conversation state
+ new message
Dispatch action
Update state
Store state
+ send response

19. © Nicolaus Graf: React + Redux Introduction

20. export async function query(event, context, callback) {
const body = JSON.parse(event.body);
const stateStorage = getStateStorage();
const store = createInitializedStore(stateStorage, ..., ...);
if (body.userSays) {
store.dispatch(
analyzeMessage(
await store.getState(), apiAI, body.userSays, body.sessionId),
);
}
const state = await store.getState();
await stateStorage.storeState(body.sessionId, state);
callback(null, prepareResponse(messages));
}

21. So What’s the result?

23. Challenges for chatbot
× Requirements for messages are changing
× Every agent has his own taste
× It’s not instant - takes time to suggest

24. We Also discovered that...
...agents are Lacking
more basic needs “It takes time
to find info for
specific flight.”

26. Some results
× About 20 % of messages from extension
× We saved ~ 2 mins per conversation
=> 7 mandays per day

27. What we have learned
× Chatbot might be future, but it’s not present
× It will take some time to evolve
× Yet we can leverage it in specific scenarios
today
× Solve problems, not build sand castles

28. Today future is about cooperation between human & bot, not in full replacement

29. Additional resources...
× How we failed with chatbot. The success story
http://bit.ly/2ysC95p
× Serverless Chatbots with Amazon Lex & AWS
Lambda
https://www.youtube.com/watch?v=TlKtGGoMpF0

30. hvala!Any questions?
You can find me at @kubajzHK
code.kiwi.com