Chatbots are an emerging content delivery channel that promises many significant benefits to the companies that launch them. Implemented well, content consumers benefit, too. But how does a chatbot work, exactly? Join Alex Masycheff to discover how to provide content to chatbots, and what are the issues that we need to consider to do so successfully. November 28, 2017

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How Do Chatbots Work?
Presenter: Alex Masycheff, CEO, Intuillion

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Agenda
• Why context is required
• How chatbots understand user requests
and find content
• How to make content chatbot-friendly

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Bring Me Something to Eat...

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Bring Me Something to Eat...

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I Want XXL Chicago Stuffed Pizza with a Lot
of Tomatoes and Double Cheese

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Context-Driven Content
Content
Goals
Activity
Profile
Product
Location
History

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Capturing Context
Captured automatically
Require a conversation
Context

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet
Sounds good. What are your
cooking skills? Are you a pro chef
or a beginner?

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet
Sounds good. What are your
cooking skills? Are you a pro chef
or a beginner?
I’m a beginner

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet
Sounds good. What are your
cooking skills? Are you a pro chef
or a beginner?
I’m a beginner
Do you want an omelet with some
extras: ham, cheese, or tomatoes?

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet
Sounds good. What are your
cooking skills? Are you a pro chef
or a beginner?
I’m a beginner
Do you want an omelet with some
extras: ham, cheese, or tomatoes?
Ham and cheese

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Possible Conversation
Hi, I’m your recipe chatbot. What
would you like to cook?
I want to make an omelet
Sounds good. What are your
cooking skills? Are you a pro chef
or a beginner?
I’m a beginner
Do you want an omelet with some
extras: ham, cheese, or tomatoes?
Ham and cheese
OK, here’s the recipe:
...

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How a Chatbot Sees User’s Questions
I want to make an
with hamomelet and cheese
Intent
Entities
I’m a beginner

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Filling Slots
I want to make an
omelet ?? ?
Do you want ham? Do you want cheese? Are you a pro chef or a
beginner?

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Filling Slots
I want to make an
omelet and cheese I’m a beginner
?
Do you want ham?

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Defining Entities

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Conversation

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Conversation

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Conversation

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Conversation

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Structural Representation of User’s Context
{
“Intent”: “Omelet”,
“UserType”: “Beginner”
“Extras_Tomatoes”: “Yes”,
“Extras_Ham”: “Yes”,
“Extras_Cheese”: “No”
}

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Mapping Context to Content
{
“Intent”: “Omelet”,
“UserType”: “Beginner”
“Extras_Tomatoes”: “Yes”,
“Extras_Ham”: “Yes”,
“Extras_Cheese”: “No”
}
1.
2.
3.
4.
5.
6.
7.

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Artificial Intelligence?

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“The Pope's Baby Steps on Gays”
Time magazine

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Multiple Outputs

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Context Is Granular
Pro
Regular
Omelet
I’m...
Tomatoes
Want to make a...
Fruit Salad
Ice Cream
With...
Ham
Cheese

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Granular Content
Stand-alone, reusable, format independent pieces of content

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Granular Content
Omelet recipe

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Granular Content
Fruit salad recipe

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Metadata
Pro
Regular
Omelet
User Type
Tomatoes
Meal
Fruit Salad
Ice Cream
Extras
Ham
Cheese

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Metadata • Mean: Omelet
• User Type: Beginners
• Extras: ham, cheese

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Granular Content Within Topics
Steps for Pro on pre-cooking tomatoes
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2.
3.
4.
5. Step for Pro only
6. Step on adding ham
7.

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Matching Context to Content
Matching
Engine
Meal: Omelet
UserType: Pro
Extras: Ham, Cheese
Meal: Omelet
UserType: Beginner
Extras: Tomatoes
Meal: Ice Cream
UserType: Intermediate
Extras: Chocolate
{
“Intent”: “Omelet”,
“UserType”: “Beginner”
“Extras_Tomatoes”: “Yes”,
“Extras_Ham”: “Yes”,
“Extras_Cheese”: “No”
}

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Summary
• Plan the conversation to identify intents and
entities
• Content needs to be enriched with semantic
markup and metadata
• Content granularity need to match user’s
context granularity
• Metadata needs to match user’s context

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Website: http://www.intuillion.com
Email: alex@intuillion.com
Contact Me
LinkedIn Group: DITAToo Community