The document discusses the design decisions for developing a multi-lingual tourism chatbot for Malaga, including identifying the user's language using translation, training the AI model in English and translating inputs, responding in the user's language by translating responses or using language files, and allowing hand-over to a human if the bot cannot help. It also provides examples of conversations with the bot and contact details.

1. #MUXL

2. Designing Voice Interactions with Alexa
Hosted by Amazon
6th April
#MUXL

3. 2 Day Hackathon with Orange & Oracle
Designing Interactive Dialogues for Next Gen Messaging
27th / 28th April
#MUXL

4. Foundation Course in UX & UCD
8 Weeks, Evening Classes, In-Person
Starting May 2018
Intermediate Course in UX
6 Weeks, Afternoon or Evening Classes, In-Person
Starting April 2018
#MUXL

5. Multi-lingual chatbots
Tourism bot supporting any language
(almost ☺)
Linus Hakansson
@OracleLinus
linkedin.com/in/linushakansson/

6. 2

7. 3

8. 4

9. Málaga Tourism Bot
• Support locals and tourists from
any country
– Tourist office opening hours
– Hospitals, stadiums and museums
• Problems:
– I don’t speak a lot of languages
– I am the only developer
– I need it now
5

10. “When do you open tomorrow?”
6
Intent Utterances (training phrase)
“Are you closed today?”
“What are your opening
hours?”
“What time do you open?”
“Closing time?”
Opening Hours
Places

11. 7
Intent
“Are you closed today?”
“What are your opening
hours?”
“What time do you open?”
“Closing time?”
Opening Hours
Places
Entity (slot)
Date
“When do you open tomorrow?”
Utterances (training phrase)

12. Decision #1: How to identify the user’s language?
• First-level bulleted text is Calibri 28 pt
– Second-level text (press tab key) is 24 pt
• Third-level text (press tab key) is 20 pt
– Fourth-level text (press tab key) is 18 pt
• Calibri is the only font used in the template
• All bulleted text is sentence case (capitalize first letter of
first word)
8

13. Decision #1: How to identify the user’s language?
9

14. Decision #2: How will our AI understand all languages?
10

15. Decision #2: How will our AI understand all languages?
11
1 AI model per language
• I need to understand and translate
intents/entities
• How is my platform support for all
languages?
• A lot of training
Use translation engine
• Train AI in English (intent/entities)
• Translation engine translates input to
English
• Run English translation against AI

16. Decision #3: How to respond in user’s language?
12

17. Decision #3: How to respond in user’s language?
13
Language files or resources
• Lots of knowledge and work
• Accurate and controlled
Use translation engine
• Support many languages without any
effort
• Use translation engine to translate
English to the identified language
• We are relying on a translation engine

18. Decision #4: What if we can’t help the user?
14

19. Decision #4: What if we can’t help the user?
15
Option to hand-over to human
• Don’t let the user get frustrated
• Let human perform sensitive tasks
Clarify current responder
• Who/what is the user talking to?
• Avoid “uncanny valley” effect

20. 16
Málaga Tourism Bot
• AI trained on English
• Identify language using translation engine
• Translate input to English using translation engine
• Understand the translated input
16

21. Málaga Tourism Bot
• Office opening hours (Sensitive)
– Respond using translated strings
– Revert to English if unsupported
17
• Hospitals, stadiums and museums
(Not sensitive)
– Respond using translation engine

22. 18
Málaga Tourism Bot
• Hand-over to human
– If we can’t understand user
– If user gets frustrated
• Human can see conversation log
• Human-to-human chat
18

23. 1919
m.me/MeetupLanguageBot
• Examples:
– Are you open on New Year's
Day?
– Where is the hospital?
– How to find the stadium?
– Don’t complain to the bot, you
are not allowed to speak to the
human agent ;)