Future Tech Now: AI, ML & ChatBots

Future Tech Now:AI, ML & ChatBots
28th November2018
Nick Towers MD, Technologist & Digital Strategist

high performance guaranteed.
digital marketing that
drives traffic and
creates raving fans
ecommerce websites
and apps that convert
more sales

high performance guaranteed.
seo
paid search
social strategy
content strategy
email marketing
design & build
mobile
global ecommerce
digital
transformation
creative
digital strategy
data & insights
u/x
conversion
optimisation

@SagittariusMktg
our stats.
digital
experts
foundedLondon, Kent,
Leeds, Ukraine,
Sri Lanka, Dubai &
Boston (USA)
turnover &
growing
80+ 19797 $5mil.+

@SagittariusMktg
domain focus.
travel &
tourism
home, garden
& retail
enterprise
ecommerce
education
& training

@SagittariusMktg
sagittarius &
sitecore.

@SagittariusMktg
™
ERP & CRM

@SagittariusMktg
3rd-Party Content
FXM
3rd Party Web
Asset
API
Syndicated
XML / JSON
Web
Platform
Email Campaign
Manager
Sitecore DB MongoDB
(xDB)
Responsive Website
Customer Data
APIAPI
CRM System
Native App
.NET (IIS)
{

@SagittariusMktg
2018MVP:Ambassador
2018MVP:Strategyx2
2016BestReal-TimeAutomation:Omnichannel
Engagement
2014BestTravelandHospitalitySite
2014OverallWinner
sitecore specialists.
11
Certified
Developers
9
Ex-Sitecorians
(3 Tech Leads)
24
Sitecore clients
50
Sitecore experts
50+
Sitecore sites

@SagittariusMktg
ai & the
customer
experience.
social
media
online
physical
store
customer
mobile
big data
CRM

@SagittariusMktg
industrial revolution.

@SagittariusMktg
Available today
Cloud delivered
Always on
Developer Support
Sandbox Modes
Free for developers*
always on. always available.

@SagittariusMktg
who’s usingAI today?

@SagittariusMktg
ComputerAided Diagnosis (CAD)
Detected 52% of missed cancer diagnosis a year before they were
actually detected.
Da Vinci Robot
UsesAI to perform surgeries in spaces that humans couldn’t
Micro Drone Swarms
Can assess natural disasters and carry food and medicines, usingAI to
navigate and work as a team
amazing ai.

@SagittariusMktg
meanwhile… back in digital.

@SagittariusMktg
cx is not
a new idea.

@SagittariusMktg
The Power of Moments by Chip & Dan Heath
“beware the soul sucking
force of reasonableness”

@SagittariusMktg
achieving
greatness in
customer
experience

@SagittariusMktg
Live
Chat
Web
Site
Analytics
CRM
Bookings
Insurance
Hotel
Flights
Aviat.
Auth.
Email
Facebook
RLSA
data.

@SagittariusMktg
points of contact.

@SagittariusMktg
“we are designing
conversations
not destinations”
Ian MacArthur, Sagittarius

@SagittariusMktg
project
hector
blending technology to
optimise the customer
experience

@SagittariusMktg
• New Microsoft CSP Partner
• Access to Data & Cognitive Services team
• Lots of chat about ChatBots
• Lots more chat about ChatBots
• Wanted to understand the capabilities
background.

@SagittariusMktg
• Explore ChatBots from Specification to Technology
• Re-create a real world experience: Visiting the TravelAgent
• Work with multiple datasources
• Integrate with Sitecore for content and analytics
• Extend with voice, email and automated marketing
project aims.

@SagittariusMktg
• Search and Retrieve
• Search Product
• Filter Results
• Voice/Chat Login and Email
• Populate xDB
• New Chat Channel
• Chat Goals & Engagement Value
• Chat Profile Scoring
• Customer Service (Voice/Chat FAQs)
• Personalise Web and Email Channel
project hector: spec.

@SagittariusMktg
solution architecture.
request
next
step
search
actions
sefined
(intents &
entities)
response
content
content
(via SSC)
xAnalyrtics
(via xConnect)
End User /
Local Development
Cognitive
Services
(luis.ai)
SQL VM
(xAnalytics & content)
ChatBot
Framework

@SagittariusMktg
“LanguageUnderstandingIntelligenceServce(LUIS)isacloud-basedAPIservice
thatappliescustommachine-learningintelligencetoauser'sconversational,
naturallanguagetexttopredictoverallmeaning,andpulloutrelevant,detailed
information.”
luis.ai
I need a hotel in london
ok, we have 4 in London,
when would you like to stay?
| Type your message
{
“query”: “I need a hotel in London”,
“topScoringIntent”: {
“intent”: “Hotels.Search”,
“score”: 0.95461
},
“entities”: [ {
“entity”: “bookable”,
“type”: “hotel”,
“entity”: “geolocation”,
“type”: “London”,
] }
}

@SagittariusMktg
• Utterances: what someone might say/type
• Intents: what they want as a result
• Entities: things that you need to identify in the phrase
luis.ai: 3 concepts.
Utterance Intent Entities
I’dliketobookahotel Hotel.Book Bookable:Hotel
DoesthehotelhaveWiFi Hotel.Amenities.Search Bookable:Hotel
Amenities:WiFi
IneedahotelinLondonthatacceptspets Hotels.Search Amenities:Pets
Condition:Allows

@SagittariusMktg
luis & the user journey.
I need a hotel
in London for 2
nights
Does it have a
pool?
Is the X or Y
better for food?
Book the X for 2
people for 2 nights
all booked, great,
can I add dinner?
Can I park there or is
there a train station
near by?
‘logged on to
wifi’
My mum is
looking to stay
in London next
month…
Can I get a refer a
friend discount for
all my friends and
family?Hotels.List
Hotels.Search
Hotel.Availability.Se
arch
Hotel.Amenities.List
Hotel.Contact.Detail
s
Hotel.Book
Hotel.Rules.Search

@SagittariusMktg
training luis.

@SagittariusMktg
• sentiment versus ‘with and without’
• numbers, numbers and numbers
• language is flexible…
training luis.
“Our language is funny – a ‘fat chance’ and a
‘slim chance’ are the same thing.”

@SagittariusMktg
“I’d like a hotel that allows pets”
challenge: with or without you.
Version 1.0
Top scoring intent
Hotels.Search (0.35)
Entities
amenities -> pets
“I’d like a hotel that does not allow
pets”
Version 1.0
Top scoring intent
Entities
amenities -> pets
Version 1.1
Top scoring intent
Entities
amenities -> pets
Sentiment
Label: negative (0.265271485)
Version 1.1
Top scoring intent
Entities
amenities -> pets
Sentiment
Label: negative (0.206210345)

@SagittariusMktg
• not a measure of positive or negative intent
• more a measure of politeness/state of mind
sentiment.

@SagittariusMktg
“I’d like a hotel that allows pets”
challenge: with or without you.
Version 1.0
Top scoring intent
Entities
amenities -> pets
“I’d like a hotel that does not allow
pets”
Version 1.0
Top scoring intent
Entities
amenities -> pets
Version 2.0
Top scoring intent
Entities
amenities -> pets
Language.Conditional ->
allows
Version 2.0
Top scoring intent
Entities
amenities -> pets
Language.Conditional -> does not
allow

@SagittariusMktg
“I’d like 2 rooms for 3 people for 4 nights”
challenge: numbers.
Version 2.0
Top scoring intent
Hotels.Availability.Search (0.83)
Entities
number → 2
room.types → rooms
number → 3
people → people
number → 4
datetimeV2 → nights

@SagittariusMktg
challenge: language
“can I bring a pet”
“can I bring my dog”
“does the hotel allow pets”
“does the hotel allow dogs”
“can my dog stay at the hotel”
“can my pet stay at the hotel”
…

@SagittariusMktg
Chatbot demo.

@SagittariusMktg
• content
• ‘chat’channel
• goals and engagement value
• login/enrolment
sitecore integration.

• start simple – look at one or two key journeys
• understand customer conversations, slang and synonyms
• train luis constantly
• it’s a different channel with a different interface
top tips.

@SagittariusMktg
AI and Machine Learning is everywhere
Your customer experience is already being influenced
We have data. Lots of data
We have Data,AI and ML services at our fingertips
Think BIG, start small
“It’s not about what technology can do, it’s about what you can do
with technology.”
- Microsoft
over to you.

bohoma istuti / thank you.
Nick Towers
nick@sagittarius.agency
@nick_towers
Go to tonight’s meet up page for your chance to
win dinner for two at the world famous Shangri-la
Colombo and to receive a copy of the presentations.

Future Tech Now: AI, ML & ChatBots

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