Presentation delivered by Johannes Zijlstra of Sagittarius at Sitecore Technical User Group MeetUp on 30th October 2018

1. Project Hector: The story so far…
30th
October 2018
The life and times of a couple of
BotWranglers in the new Cognitive Services
frontier…

2. @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.

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

4. @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.

5. @SagittariusMktg
solution architecture.
request
next step
search
action
defined
response
content
conten
t
(via
SSC)
xAnalyrtic
s
(via
xConnect)
End User /
Local
Development
Cognitive
Services
(luis.ai)
SQL VM
(xAnalytics &
content)
ChatBot
Framework

6. @SagittariusMktg
“Language Understanding (LUIS) is a cloud-based API service that
applies custom machine-learning intelligence to a user's
conversational, natural language text to predict overall meaning, and
pull out relevant, detailed information.”
luis.ai
I need a hotel in
london
ok, we have 4 in London,
when 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”,
…
] }
}

7. @SagittariusMktg
•Utterances: what someone might say/type
•Intents: what they want as a result
•Entities: things that you need to identify in the phrase
lui.ai: 3 concepts.
I’d like to book a hotel Hotel.Book Bookable: Hotel
Does the hotel have WiFi Hotel.Amenities.Search Bookable: Hotel
Amenities: WiFi
I need a hotel in London that accepts
pets
Hotels.Search Amenities: Pets
Condition: Allows

8. @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

9. @SagittariusMktg
training luis.

10. @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.”

11. @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
Hotels.Search (0.86)
Entities
amenities -> pets
Version 1.1
Top scoring intent
Hotels.Search (0.35)
Entities
amenities -> pets
Sentiment
Label: negative (0.265271485)
Version 1.1
Top scoring intent
Hotels.Search (0.86)
Entities
amenities -> pets
Sentiment
Label: negative (0.206210345)

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

13. @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
Hotels.Search (0.86)
Entities
amenities -> pets
Version 2.0
Top scoring intent
Hotels.Search (0.35)
Entities
amenities -> pets
Language.Conditional ->
allows
Version 2.0
Top scoring intent
Hotels.Search (0.86)
Entities
amenities -> pets
Language.Conditional -> does not
allow

14. @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

15. @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”
…

16. @SagittariusMktg
Chatbot demo.

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

18. •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
takeways.

19. ?
questions.