Sascha will demonstrate the opportunities and challenges of Conversational AI learned from the practice. Both Technology and User Experience will be covered introducing a process finding micro-moments, writing happy paths, gathering intents, designing the conversational flow, and finally publishing on almost all channels including Voice Services and Chatbots. Valuable for enterprises, developers, and designers. All live on stage in just minutes and with almost no code.

1. Image: Laura Wolter
C O N V E R S A T I O N A L A I D E M Y S T I F I E D
A M S T E R D A M , A P R I L 2 0 1 9
S A S C H A W O L T E R | @ S A S C H A W O L T E R
B U I L D Y O U R B O T W I T H A L M O S T N O C O D E
L E C T U R E

2. Source: Siematic, Discovery Channel, BSH, Microsoft, ZDF
& INNOVATION
P R A C T I C E A N D E X C H A N G E
T O F I N D N E W O P P O R T U N I T I E S .

3. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
TO ENABLE ALL DEVICES AND APPLICATIONS TO INTELLIGENTLY
COMMUNICATE WITH THEIR USERS VIA NATURALLY
SPOKEN OR WRITTEN DIALOGUE

4. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED

5. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
focusCONVERSATIONAL
AUGMENTED
INTELLIGENCE
THAT CAN BE PROVIDED ON SEVERAL
COMMUNICATION CHANNELS

6. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED© 2019 COGNIGY GMBH ALL RIGHTS RESERVED
cognigy.aiOMNICHANNEL &
MULTIMODAL
COGNIGY IS CHANNEL AGNOSTIC AND
SUPPORTS CROSS-CHANNEL SCENARIOS
COMBINE MEDIA BEYOND TEXT AND VOICE
TO ENRICH THE CONVERSATION

7. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED

8. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
focusCONVERSATIONAL
EXPERIENCE
WHAT RESEARCHERS SAY
AND WHY INVESTORS BET ON BOTS!
CONVERSATIONAL
EXPERIENCE
VOICE USER
INTERFACE (VUI)
69% of the millennials feel good
about […] when they solve a problem
without talking to customer service.
Every fourth German wants to use
Chatbots.
Active Users: 1 billion WhatsApp,
800 million Facebook Messenger…
50 % doubt the reliability.
63% like to use Voice to
control their home.
65% of Smartphone Users
have used Voice Assistants.
63 % don’t like to talk to/with
machines.
https://www.quora.com/Why-are-people-saying-Bots-are-the-new-apps
https://www.bitkom.org/Presse/Presseinformation/Jeder-Vierte-will-Chatbots-nutzen.html
http://www.fittkaumaass.de/news/chatbots-von-jedem-zweiten-online-kaeufer-abgelehnt

9. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
focusBY 2021, MORE THAN 50% OF ENTERPRISES
WILL SPEND MORE PER ANNUM ON BOTS AND CHATBOT CREATION
THAN TRADITIONAL MOBILE APP DEVELOPMENT.
IS IT REALLY ONE OR THE OTHER?
https://www.gartner.com/smarterwithgartner/gartner-top-strategic-predictions-for-2018-and-beyond/
Image: https://commons.wikimedia.org/wiki/File:Broken_mobile_phone_20180403.jpg

10. Source: Subservient Chicken (http://web.archive.org/web/20110426194400/http://www.bk.com/en/us/campaigns/subservient-chicken.html)

11. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Turn-taking
Without effective signals we might talk over
each other, or our conversations can get out
of sync.
Context
Dialog Model and Semantic Memory.
Threading
Threading helps to keep context and to
evolve conversation.
Image: Herbert Paul Grice (March 13, 1913 – August 28, 1988) , https://plato.stanford.edu/entries/grice/
the cooperative principle

12. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
COLLAPSE YOUR MENUS (GRAPH),
MAKE (ALL) OPTIONS TOP-LEVEL (FRAME)
Image: https://www.ravensburger.de/produkte/spiele/familienspiele/das-verrueckte-labyrinth-26446/index.html

13. Source: https://youtu.be/WTpldq3myV0
EASIER FASTER
MORE
NATURAL
choose conversation?ONLY WHEN IT IS…

14. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Image: Hasbro Twister, Icaros, www.spielmacher.de/Event/Icaros-Flight, Interactive Wall (Sascha Wolter 2017)
Voice UIs allow us to remain fully
human in our interactions and
overcomes permanent, temporary,
and situational exclusion.
inclusionREMAIN FULLY
HUMAN

15. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Image: Hasbro Twister, Icaros, www.spielmacher.de/Event/Icaros-Flight, Interactive Wall (Sascha Wolter 2017)
Voice UIs allow us to remain fully
human in our interactions and
overcomes permanent, temporary,
and situational exclusion.
inclusionREMAIN FULLY
HUMAN
FIND MOMENTS (I.E. ROUTINE TASKS)
FOR CONVERSATIONAL AI
Source: https://www.thinkwithgoogle.com/micromoments-guide

16. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
CONVERSATIONAL TASKS
An intent-rich moment, when a person turns to a device to act on a need.
Source: https://thinkwithgoogle.com/micromoments-guide/

17. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
DEMAND, BENEFIT, AND COMFORT
Sleep
Breakfast
Lunch
Dinner
Sleep
💬 Traffic
💬
💬
💬 Music
💬 Weather
🕛 🕒 🕕 🕘 🕛 🕒 🕕 🕘 🕛
Story: Laura Wolter 2017

18. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
VALUE-ADDED CHAIN
Inspiration
Selection
Preliminary Decision
Financing
Purchasing
Pre-Delivery
Delivery
Sharing
Loaylity
💬
💬
💬 💬
💬
💬
💬 I keep you updated.
💬
💬 I’m your product Expert.

19. Source: Star Trek IV (20th Century Fox), 1986

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STILL IN THE EARLY DAYS
Source: https://en.wikipedia.org/wiki/Day_1_(building)

21. © 2018 COGNIGY GMBH ALL RIGHTS RESERVED
lifecycleLEARN & MAINTAIN

22. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Source: Hatsune Miku - World is mine– 2011, https://youtu.be/YSyWtESoeOc
MATTERS
2 0 0 3 - V O C A L O I D
S P E E C H P R O C E S S I N G I S
G E T T I N G N A T U R A L

23. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Source: The Middleton Family at the New York World's Fair, Public Domain
ELEKTRO

24. ACCURACY CONTINUES TO IMPROVE
Source: Google (5/17), Data as of 5/11/17 and refers to recognition for English language. Word error rate is
evaluated using real world search data which is extremely divers and more error prone than typical dialogue.
2013
2017

25. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
ACCURACY CONTINUES TO IMPROVE
Source: Google (5/17), Data as of 5/11/17 and refers to recognition for English language. Word error rate is
evaluated using real world search data which is extremely divers and more error prone than typical dialogue.
2013
2017
IT'S ABOUT INTENTIONS
RATHER THAN TRANSCRIPTION

26. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
The stuffy nose can lead to problems.
The stuff he knows can lead to problems.
“Mine is a long and sad tale!” said the Mouse.
“It is a long tail, certainly.” said Alice
looking at the Mouse’s tail.
Baseball bat.
Kind of racket | Flying mammal | A bet
They are cooking apples.
They are cooking apples.
BEWARE OF HOMONYMS

27. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
ANY SUFFICIENTLY ADVANCED TECHNOLOGY
IS INDISTINGUISHABLE FROM MAGIC.
Source: Clarke's Third Law, Profiles of the Future (revised edition, 1973, Page 36), Image: 2001: A Space Odyssey

28. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
USER ID PROFILES
D E V I C E SM E S S E N G E R
CONVERSATION
ANALYTICS
NLP & NLU
V O I C E A S S I S T A N T S

29. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Alexa, ask Coffee Master for an espresso
wake word launch invocation name utterance keyphrase
Alexa, frage Kaffee Meister how to make a café solo
wake word launch invocation name utterance keyphrase
intent keyphrase
AskForCoffeeIntent coffee_type
rule intent keyphrase
AskForCoffeeRuleIntent coffee_type
UTTERANCES & INTENTS, RULES, PHRASES

30. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
Video: Professional skiing stunt from my 9 year old boy
NO PAIN NO GAIN

31. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED© 2019 COGNIGY GMBH ALL RIGHTS RESERVED
THIRD PARTY INTEGRATIONS
COGNIGY INTEGRATION FRAMEWORK
CONVERSATION LOGIC
COGNIGY CONVERSATION EDITOR
NLP/ NLU
COGNIGY NLP
CHANNEL CONNECTORS
COGNIGY ENDPOINTS
CONVERSATION CONTEXT
COGNIGY CONTEXT TRACKING
USER PROFILES
COGNIGY CONTACT PROFILES
AGENT HANDOVER
COGNIGY LIVE CHAT
cognigy.aiCONVERSATIONAL
AI PLATFORM
STACK
COGNIGY ANALYTICS
CONVERSATION ANALYTICS

32. Image: Laura Wolter
C O N V E R S A T I O N A L A I D E M Y S T I F I E D
A M S T E R D A M , A P R I L 2 0 1 9
S A S C H A W O L T E R | @ S A S C H A W O L T E R | S . W O L T E R @ C O G N I G Y . C O M
B U I L D Y O U R B O T W I T H A L M O S T N O C O D E
L E C T U R E
bit.ly/cai-demystified