LavaCon 2017 - Building a Chatbot for Customer Support

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The document discusses building a chatbot for customer support using context-driven content. It describes how the chatbot can gather missing information from a user's question by understanding the intent and entities. The chatbot matches the user's context to structured granular content to determine the appropriate response. It also covers defining intents, entities, metadata and variations to provide natural conversations to users.

Technology

@Ditatoo1 #LavaCon
Building a Chatbot for
Customer Support
Presenter: Alex Masycheff, CEO, Intuillion

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Lack of Context = Stupid Questions
Is the power on?
Is the power led on?
Is the power cable plugged in?
Did you try to turn the computer on?
Maybe your warranty has expired

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Capturing Context
Captured automatically
Requires a conversation
Context

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Possible Conversation
Hi Jim! How can I help you today?
Do I need to lubricate ZX-135 before
mounting it to the engine?
Is it a new ZX-135?
No, I’ve received it after repair
Yes, you need to lubricate ZX-135.
Should I display the entire
lubrication procedure for ZX-135
after repair?
Show me only those steps that are
different from the standard procedure
Here you go:
...

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How a Chatbot Sees User’s Questions
Do I need to lubricate
received after repairZX-135 before mounting it back to the engine
Intent
Entities

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Gathering Missing Information
Do I need to lubricate
ZX-135 ? ?
Is it a new ZX-135 or
is it received after
repair?
What do you need to do with ZX-135?

@Ditatoo1 #LavaCon
Gathering Missing Information
Do I need to lubricate
ZX-135 ?
Is it a new ZX-135 or
is it received after
repair?
before mounting it back to the engine

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Defining an Intent and Entities

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Defining Required Entities

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Where to Take the Answer?
Hard-coded answer
Corresponding topic
from the database
Automatically generated
content

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Context Is Granular
Do I need to lubricate…
received after repairZX-135 before mounting it back to the engine
if it’s newAB-986 as part of scheduled maintenance
after cleaningDC-555 before integration
after inspectionAB-986 if a connected component is broken

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

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Granular Content
Lubrication procedure

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Granular Content
Inspection procedure

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Metadata • Component: ZX-135
• Audience:
Maintenance
Engineers
• Release: 5.0

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Matching Context and Content
Matching
Engine
{
“intent”: “lubricate”,
“component”: “ZX-135”
“type”: “maintenance”,
“action”: “mounting”
}
{
“intent”: “lubricate”,
“status”: “repaired”
}
...
{
“intent”: “lubricate”,
“scope”: “differences”
}
Operation: lubricate
Component: ZX-135
Status: planned
Operation: lubricate
Component: ZX-135
Status: after repair
Operation: lubricate
Component: AB-101
Status: planned
...

@Ditatoo1 #LavaCon
Granular Content Within Topics
Information to know before
performing the procedure
Procedure steps
Procedure result
1.
2.
3.

@Ditatoo1 #LavaCon
Matching Context and Content
Representation
Procedure
Textual
representation
Visual
representation
Aggregated
representation
1.
2.
a.
b.
3.
4.

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Why not to Use Artificial Intelligence?

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

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What It Takes: Defining Intents
Lubrication
Inspection
Cleaning
Adjusting
Replacing

@Ditatoo1 #LavaCon
What It Takes: Defining Variations
Lubrication
Inspection
Cleaning
Adjusting
Replacing
How to lubricate @ComponentName?
What should I do to lubricate @ComponentName?
What are the steps for lubrication of @ComponentName?
I want to lubricate @ComponentName

@Ditatoo1 #LavaCon
What It Takes: Defining Metadata
Lubrication
Maintenance
Inspection
Cleaning
Adjusting
Replacing

@Ditatoo1 #LavaCon
Content as Common Platform
Structured Content
Business rules
for customer
portals
Business rules
for chatbots
Business rules
for AR app

@Ditatoo1 #LavaCon
Website: http://www.intuillion.com
Email: alex@intuillion.com
Contact Me

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LavaCon 2017 - Building a Chatbot for Customer Support

1. @Ditatoo1 #LavaCon Building a Chatbot for Customer Support Presenter: Alex Masycheff, CEO, Intuillion

2. @Ditatoo1 #LavaCon Lack of Context = Stupid Questions Is the power on? Is the power led on? Is the power cable plugged in? Did you try to turn the computer on? Maybe your warranty has expired

3. @Ditatoo1 #LavaCon Context-Driven Content Content Goals Activity Profile Product Location History

4. @Ditatoo1 #LavaCon Capturing Context Captured automatically Requires a conversation Context

5. @Ditatoo1 #LavaCon Possible Conversation Hi Jim! How can I help you today? Do I need to lubricate ZX-135 before mounting it to the engine? Is it a new ZX-135? No, I’ve received it after repair Yes, you need to lubricate ZX-135. Should I display the entire lubrication procedure for ZX-135 after repair? Show me only those steps that are different from the standard procedure Here you go: ...

6. @Ditatoo1 #LavaCon How a Chatbot Sees User’s Questions Do I need to lubricate received after repairZX-135 before mounting it back to the engine Intent Entities

7. @Ditatoo1 #LavaCon Gathering Missing Information Do I need to lubricate ZX-135 ? ? Is it a new ZX-135 or is it received after repair? What do you need to do with ZX-135?

8. @Ditatoo1 #LavaCon Gathering Missing Information Do I need to lubricate ZX-135 ? Is it a new ZX-135 or is it received after repair? before mounting it back to the engine

9. @Ditatoo1 #LavaCon How It Works

10. @Ditatoo1 #LavaCon Defining an Intent and Entities

11. @Ditatoo1 #LavaCon Defining Required Entities

12. @Ditatoo1 #LavaCon Conversation

13. @Ditatoo1 #LavaCon Conversation

14. @Ditatoo1 #LavaCon Conversation

15. @Ditatoo1 #LavaCon Conversation

16. @Ditatoo1 #LavaCon Where to Take the Answer? Hard-coded answer Corresponding topic from the database Automatically generated content

17. @Ditatoo1 #LavaCon Context Is Granular Do I need to lubricate… received after repairZX-135 before mounting it back to the engine if it’s newAB-986 as part of scheduled maintenance after cleaningDC-555 before integration after inspectionAB-986 if a connected component is broken

18. @Ditatoo1 #LavaCon Granular Content Stand-alone, reusable, format independent pieces of content

19. @Ditatoo1 #LavaCon Granular Content Lubrication procedure

20. @Ditatoo1 #LavaCon Granular Content Inspection procedure

21. @Ditatoo1 #LavaCon Metadata • Component: ZX-135 • Audience: Maintenance Engineers • Release: 5.0

22. @Ditatoo1 #LavaCon Matching Context and Content Matching Engine { “intent”: “lubricate”, “component”: “ZX-135” “type”: “maintenance”, “action”: “mounting” } { “intent”: “lubricate”, “status”: “repaired” } ... { “intent”: “lubricate”, “scope”: “differences” } Operation: lubricate Component: ZX-135 Status: planned Operation: lubricate Component: ZX-135 Status: after repair Operation: lubricate Component: AB-101 Status: planned ...

23. @Ditatoo1 #LavaCon Granular Content Within Topics Information to know before performing the procedure Procedure steps Procedure result 1. 2. 3.

24. @Ditatoo1 #LavaCon Matching Context and Content Representation Procedure Textual representation Visual representation Aggregated representation 1. 2. a. b. 3. 4.

25. @Ditatoo1 #LavaCon Why not to Use Artificial Intelligence?

26. @Ditatoo1 #LavaCon “The Pope's Baby Steps on Gays” Time magazine

27. @Ditatoo1 #LavaCon What It Takes: Defining Intents Lubrication Inspection Cleaning Adjusting Replacing

28. @Ditatoo1 #LavaCon What It Takes: Defining Variations Lubrication Inspection Cleaning Adjusting Replacing How to lubricate @ComponentName? What should I do to lubricate @ComponentName? What are the steps for lubrication of @ComponentName? I want to lubricate @ComponentName

29. @Ditatoo1 #LavaCon What It Takes: Defining Metadata Lubrication Maintenance Inspection Cleaning Adjusting Replacing

30. @Ditatoo1 #LavaCon Matching Context and Content Matching Engine { “intent”: “lubricate”, “component”: “ZX-135” “type”: “maintenance”, “action”: “mounting” } { “intent”: “lubricate”, “status”: “repaired” } ... { “intent”: “lubricate”, “scope”: “differences” } Operation: lubricate Component: ZX-135 Status: planned Operation: lubricate Component: ZX-135 Status: after repair Operation: lubricate Component: AB-101 Status: planned ...

31. @Ditatoo1 #LavaCon Content as Common Platform Structured Content Business rules for customer portals Business rules for chatbots Business rules for AR app

32. @Ditatoo1 #LavaCon Website: http://www.intuillion.com Email: alex@intuillion.com Contact Me

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