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“From Eliza to Siri and beyond: Promise and challenges of intelligent, language-controlled assistants/chatbots.“
- 1. CREATIVE CONSTRUCTION FROM ELIZA TOSIRI AND BEYOND: Promise and Challenges of Intelligent, Language-controlled Assistants (Chatbots) Alexander Braun (@almarrone) November 3rd, 2016
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- 3. 3 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE October 2011: Siri
- 4. 4 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE November 2014: Amazon Echo
- 5. 5 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE October 2015: Facebook M
- 6. 6 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE December 2015: Microso? Cortana
- 7. 7 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE May 2016: Google Assistant
- 8. 8 CHATBOTS: UNANIMOUSLY THENEW USER INTERFACE July 2016: IBM Watson ConversaKon
- 9. 9 CHATBOT REVOLUTION? The skyis the limit
- 10. 10 CHATBOT REVOLUTION? The skyis the limit
- 11. 11 CHATBOT REVOLUTION? The skyis the limit
- 12. 12 CHATBOT REVOLUTION? The skyis the limit
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- 21. 03.11.16 21 CLIPPY ORSAMANTHA?
- 22. 03.11.16 22 CLIPPY ORSAMANTHA?
- 23. 03.11.16 23 CLIPPY ORSAMANTHA?
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- 25. 25 CHATBOTS NOT REALLYNEW... Published in 2003 hPps://www.amazon.com/Chatbots-KundenkommunikaKon- Xpert-press-German-Alexander/dp/3642624111/
- 26. 26 CHATBOTS NOT REALLYNEW... 1966: ELIZA by Joseph Weizenbaum
- 27. 27 MOTIVATION: REDUCE FRICTION,IMPROVE USABILITY From command line to GUI to natural language interface + no app-switching
- 28. 28 MOTIVATION: IN SEARCHFOR A NEW RUNTIME Breaking the app-install threshold
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- 30. 30 BOT TYPES Bot dependson database with finite information coded and curated by humans. Rules-based Bots (-> IVR?) Passing on message to customer service agent when stuck. Curated Bots (-> Ticketing system?)
- 31. 31 PROBLEMS TODAY: DESIGNFLAWS Identifying common commands
- 32. 32 PROBLEMS TODAY: DESIGNFLAWS Executing identified commands
- 33. 33 PROBLEMS TODAY: DESIGNFLAWS Personality getting in the way
- 34. 34 PROBLEMS TODAY: MAINTENANCE Keepingdatabase up-to-date
- 35. 35 PROBLEMS TODAY: MAINTENANCE Keepingdatabase up-to-date
- 36. 36 PROBLEMS TODAY: COMMONSENSE Ambiguity User: Siri, call me an ambulance. Siri: Okay, from now on I’ll call you “an ambulance.” I want to listen to Led Zeppelin. Play Stairway to Heaven. I’d like to listen to reggae. I like No woman no cry.
- 37. 37 PROBLEMS TODAY: COMMONSENSE Ambiguity “The city councilmen refused the demonstrators a permit because they feared violence.” Who does ‘they’ refer to?
- 38. 38 PROBLEMS TODAY: COMMONSENSE Ambiguity In shopping, if I say, ‘I want to get a case for my guitar; it should be strong.’ So does ‘it’ refer to the case or the guitar?
- 39. 39 PROBLEMS TODAY: COMMONSENSE Ambiguity: Chatbots barely better than chance
- 40. 40 TEACHING COMPUTERS COMMONSENSE • OpenCyc (http://opencyc.org/) • Microsoft Concept Graph (https://concept.research.microsoft.com/)
- 41. 41 STATUS: MORE, NOTLESS FRICTION As opaque as a DOS prompt No UI -> completely transparent to the user Vision Voice looks like the ultimate unlimited, general purpose UI, but actually only works if you can narrow the domain. Reality today
- 42. 42 STATUS: MORE, NOTLESS FRICTION Where Siri went wrong • Expectations: Can answer anything – unlimited, general purpose UI. Siri vs. Alexa
- 43. 43 STATUS: MORE, NOTLESS FRICTION Where Siri went wrong • Expectations: Can answer anything – unlimited, general purpose UI. • Reality: Limited to certain, not clearly defined domains. Siri vs. Alexa
- 44. 44 STATUS: MORE, NOTLESS FRICTION Where Siri went wrong • Expectations: Can answer anything – unlimited, general purpose UI. • Reality: Limited to certain, not clearly defined domains. • Problem: User has to find out via trial and error. Siri vs. Alexa
- 45. 45 STATUS: MORE, NOTLESS FRICTION Where Siri went wrong • Expectations: Can answer anything – unlimited, general purpose UI. • Reality: Limited to certain, not clearly defined domains. • Problem: User has to find out via trial and error. • Result: Once users find out, they stop exploring. Assistant gets better, user stays ignorant. Huge promise shrunk to just making voice calls and sending messages to contacts, maybe getting the weather. Siri vs. Alexa
- 46. 46 STATUS: MORE, NOTLESS FRICTION Alexa‘s learnings – and challenges • Expectations: Set to narrow scope of domains. Siri vs. Alexa
- 47. 47 STATUS: MORE, NOTLESS FRICTION Alexa‘s learnings – and challenges • Expectations: Set to narrow scope of domains. • Result: Less opaque – less disappointment. Siri vs. Alexa
- 48. 48 STATUS: MORE, NOTLESS FRICTION Alexa‘s learnings – and challenges • Expectations: Set to narrow scope of domains. • Result: Less opaque – less disappointment. • Problem: Efficiency/Effectiveness... 1. "Alexa, add sponges to my shopping list.“ 2. Open Alexa app. 3. Select "Shopping and To-Do Lists" from the sandwich menu. 4. Select "Sponges" from the list. 5. Select "Search Amazon for sponges" from pop-up list. 6. Wait for iOS to open the Amazon app (separate app from the Alexa app). 7. Scroll down and select the brand I like. 8. Check out. Siri vs. Alexa
- 49. 49 STATUS: MORE, NOTLESS FRICTION Efficiency and discoverability
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- 52. 52 USAGE SCENARIOS Architecture: HorizontalAI with API access to other services
- 53. 53 USAGE SCENARIOS Where botswork • Quick interactions: The fewer number of required back-and-forth
- 54. 54 USAGE SCENARIOS Where botswork • Quick interactions: The fewer number of required back-and-forth • Simple interactions: Not many options to choose from (shoe shopping...)
- 55. 55 USAGE SCENARIOS Where botswork • Quick interactions: The fewer number of required back-and-forth • Simple interactions: Not many options to choose from (shoe shopping...) • Context available to bot: Reducing load on user by pulling relevant cues and context to make interations efficient
- 56. 56 USAGE SCENARIOS Where botswork • Quick interactions: The fewer number of required back-and-forth • Simple interactions: Not many options to choose from (shoe shopping...) • Context available to bot: Reducing load on user by pulling relevant cues and context to make interations efficient • Users maintain control: Clear permissions – not just „on“ and „blocked“
- 57. 57 USAGE SCENARIOS Where botswork • Quick interactions: The fewer number of required back-and-forth • Simple interactions: Not many options to choose from (shoe shopping...) • Context available to bot: Reducing load on user by pulling relevant cues and context to make interations efficient • Users maintain control: Clear permissions – not just „on“ and „blocked“ • Users don‘t have investments in existing apps: New or temporary interactions
- 58. THANK YOU! Phone: +49(0)30 / 4004 1922 www.creativeconstruction.de ALEXANDER BRAUN @almarrone | alexander@creativeconstruction.de
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- 60. 60 BOT PLATFORMS • FacebookBot Engine (https://wit.ai/) • API.ai: Web-base bot framework (https://docs.api.ai/) • Microsoft Bot Framework (https://dev.botframework.com/) • Viv (http://viv.ai/) -> acquired by Samsung
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