運用對話機器人提供線上客服服務

1. Herman Wu
Sr. Technical Evangelist (aka 技術傳教士)
DX
運用對話機器人提供
線上客服服務

2. https://support.microsoft.com/en-us

3. 3
Conversation as a Platform
2016

4. 4

5. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services
Bot Connector
Cognitive Services
Bot Framework
TypeScript/Node.js
Container
Cognitive Service Toolkit
(CNTK)

6. AI客服服務架構- 模組圖
Customer/User
Channels
Conversational
Interaction
Bot Capabilities Backing Capabilities
Customer Service
Agents
Conversational
Interaction
Telemetry
Data Analysis
Manager/Operator

7. AI客服服務架構- 系統圖

8. 從頭開始吧
https://qnamaker.ai

10. 建立客服知識庫
https://qnamaker.ai

11. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services

14. DEMO

16. 在智慧型的互動模式中, 人跟機器
可以透過自然人類語言做順暢的溝
通
…
…
• 能發掘出語言中提到的人事時地物(Contextual
awareness)
• 記住跟每個人的聊天歷程
• 推敲出語句背後要表達的用意(Intention)
• 能了解互動當時的人跟情境, 並能有敏感度的回
應
發展對話機器人的挑戰

17. 建造一次, 發佈到多個平台並容易被搜尋使用
提供開源(Open Source)的SDK讓開發者
更容易建置對話機器人, 數分鐘內就可以
建立完成
連接對話機器人到所有主流APP社交平
台, 可以接觸數十億使用者
讓對話機器人容易被使用者搜尋及找到

18. www.botframework.com

20. https://github.com/Microsoft/BotBuilder

21. DEMO

22. Bot code
Indexing & Ranking
Tech Help Bot Health BotEntertainment Bot Recipe Bot …
Knowledge base endpoint
Microsoft
BotFramework
Other Bot
Platforms
Email FB Skype Slack Web …
FAQ content
Extract QnA
Bot Platforms
Chat Channels
QnA Maker
txt url pdf doc

23. https://docs.botframework.com/en-us/node/builder/guides/examples/#navtitle

24. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services
Bot Connector
Cognitive Services
Bot Framework
TypeScript/Node.js
Container
Cognitive Service Toolkit
(CNTK)

25. http://www.ithome.com.tw/news/113436

26. 台灣房屋雲端中心技術總監劉秉錦帶著一位工程師，利用LINE
Messaging API結合微軟LUIS語意理解技術，自行開發出台灣第
一個房仲Chatbot服務地產機器人。

27. Cognitive Services

28. Microsoft
感知服務
讓您的 Apps 了解圖片與影片的內容
讓您的 Apps 過濾雜訊可以辨識說話者是誰? 並
了解用戶的意圖
文字語意分析，讓 Apps 了解用戶文字的意涵
彙整來自互聯網，學術研究與您自己
所累積的知識與資料
透過 Bing API 存取數十億網頁, 圖片, 影片與
新聞

29. microsoft.com/cognitive

32. LUIS
了解對方在講些什麼
使用預設Bing 或 Cortana 模型或是
使用自己的模型

33. 理解人類鍵入之文字
提供互動式模型訓練工具漸少標示關鍵實體成本
呼叫內容自動保存，可日後持續訓練與學習
支援九種語言 (英文,中文, 義大利文, 法文, 西班牙文, 日文, 韓文, 葡
萄牙文, 德文)
語言理解模型

34. DEMO

40. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services
Bot Connector
Cognitive Services
Bot Framework
TypeScript/Node.js
Container
Cognitive Service Toolkit
(CNTK)

42. • CNTK is Microsoft’s open-source, cross-platform toolkit for learning and
evaluating deep neural networks.
• CNTK expresses (nearly) arbitrary neural networks by composing simple building
blocks into complex computational networks, supporting relevant network types
and applications.
• CNTK is production-ready: State-of-the-art accuracy, efficient, and scales to
multi-GPU/multi-server.
CNTK “Computational Network Toolkit”

43. CNTK architecture
CNTK
learner
• SGD
(momentum,
AdaGrad, …)
• minibatching,
packing, padding
reader
• task-specific
deserializer
• automatic
randomizationcorpus model
network
• network
definition
• CPU/GPU
execution engine

45. 804 397
1513 766
1240
571
每秒處理圖片數 (越高越好)

46. 深度學習工具效能評測
https://arxiv.org/pdf/1608.07249.pdf
17 Feb 2017

47. CNTK’s LSTM performance is 5-10x faster than the other toolkits.
The authors were using CNTK 1.7.2, and current CNTK 2.0 beta 10 is
over 30% faster than 1.7.2.
For all networks, CNTK's performance was superior to TensorFlow
performance.

49. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services
Bot Connector
Cognitive Services
Bot Framework
TypeScript/Node.js
Container
Cognitive Service Toolkit
(CNTK)

50. 全端工程師的好朋友 - JavaScript

51. JavaScript的好朋友- TypeScript
Developers should be able to focus on Creating
amazing things

57. ▪
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58. AI客服服務架構
網頁或手機APP
{Forms/pages with buttons,
menus, swiping, tapping,
typing}
真人客服
{Humans, on behalf of a
customer, use an app to
service them}
客服裝置
{Traditional prompt-based
branching voice response system
which services users}
Conversations
{Using a conversational back-end
along with a framework, a bot
interfaces with the app while
chatting with a user}
Conversational canvases
supported by the Bot framework
represent a new user experience
in existing channels
Integrate with new channels, gaining in
popularity for ubiquitous reach
{Other Apps}
Knowledge
base
CRM system
LoB system
Cognitive
Services
Bot Connector
Cognitive Services
Bot Framework
TypeScript/Node.js
Container
Cognitive Service Toolkit
(CNTK)

59. Standard Docker tooling and API support
Provisioning of DCOS, Docker Swarm, and K8
Linux and Windows Server containers (Preview)
On Prem and Cloud
Azure Container
Service
SwarmDC/OSkubernetes

60. 設計建議
Tips 1. Chat Bot 不是只會對話

61. 設計建議
Tips 2. 讓使用者可以隨時結束對話

62. 設計建議
Tips 3. 隨時可以引入真人介入

64. 亞太開發人員技術年會 DevDays Asia 2017 @ Taipei活動日期爲2017年 5 月 23 日至5 月 25日。
活動地點為華南銀行會議中心

65. http://build.microsoft.com/

66. © 2016 Microsoft Corporation. All rights reserved.

67. Information
Management
Data Catalog
Data Factory
Event Hubs
Machine Learning
and Analytics
Stream Analytics
HDInsight
(Hadoop and Spark)
Machine Learning
Data Lake Analytics
Big
Data Stores
SQL Data Warehouse
Data Lake Store
Intelligence
Cognitive Services
Bot Framework
Cortana
Dashboards &
Visualizations
Power BI
Cortana Intelligence

68. 微軟正在建造最全面的工具及服務給對話機器人(Bot)應用
產品與服務 | 個性
機器學習APIs:
電腦視覺, 語音, 語言, 知識, 搜尋, 翻譯
接在熟悉的平台上利用即時語音, 影像, 訊息, 群組訊息去接觸客戶
包括開發對話機器人的SDK, 讓對話機器人更聰明的感知服務與機器學習

71. Microsoft 透過深度學習技術贏得 ImageNet 2015所有
比賽項目冠軍
28.2
25.8
16.4
11.7
7.3 6.7
3.5
ILSVRC
2010 NEC
America
ILSVRC
2011 Xerox
ILSVRC
2012
AlexNet
ILSVRC
2013 Clarifi
ILSVRC
2014 VGG
ILSVRC
2014
GoogleNet
ILSVRC
2015 MSRA
ResNet
ImageNet Classification top-5 error (%)
Microsoft had all 5 entries being the 1-st places this year: ImageNet
classification, ImageNet localization, ImageNet detection, COCO
detection, and COCO segmentation
Residual Net 做出152層深度學習

72. 智慧服務
儀錶板 & 資料視覺化
巨量資料儲存 機器學習跟分析
行動
People
Automated
Systems
Apps
Web
Mobile
Bots
Cortana
Bot
Framework
Cognitive
Services
Power BI
資訊管理
Event Hubs
Data Catalog
Data Factory
HDInsight
(Hadoop and
Spark)
Stream
Analytics
智慧服務
Data Lake
Analytics
Machine
Learning
SQL Data
Warehouse
Data Lake
Store
資料
來源
應用
程式
感知器
與裝置
資料
IoT Hub

74. Tell me scenarios that make sense for a bot