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To Make Your Chatbot Smart, You Need to Feed It Right: How to Write for Chatbots | Alex Masycheff

The document discusses the essentials of writing for chatbots, emphasizing the creation of knowledge infrastructures through taxonomies, ontologies, and metadata. It outlines key functionalities for chatbots, such as intent recognition, information retrieval, and handling user queries effectively. The importance of understanding underlying technologies and structured content design is also highlighted, along with exercises for practical application.

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@Ditatoo1 #LavaCon Writing for Chatbots Presenter: Alex Masycheff, CEO, Intuillion
@Ditatoo1 #LavaCon “Writing” means designing knowledge and representing it in a way that makes the knowledge discoverable by chatbots and helpful for users.
@Ditatoo1 #LavaCon Goal: to learn how to build information infrastructure for a chatbot solution.
@Ditatoo1 #LavaCon We will: • Create taxonomies • Create ontologies • Work with metadata • Design content architecture
@Ditatoo1 #LavaCon We will have to understand the underlying technology.
@Ditatoo1 #LavaCon A chatbot should provide an additional value.
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon What the Chatbot Should Be Able to Do 1 Identify the intent (what the user wants) 2 Identify missing information 3 Ask questions to gather the missing information (but not too many!) 4 Find the right content
@Ditatoo1 #LavaCon What the Chatbot Should Be Able to Do 1 Identify the intent (what the user wants) 2 Identify missing information 3 Ask questions to gather the missing information (but not too many!) 4 Find the right content
@Ditatoo1 #LavaCon Getting Request from the User
@Ditatoo1 #LavaCon Getting Request from the User
@Ditatoo1 #LavaCon Getting Request from the User Pre-defined buttons Easy to implement Easy to interpret user’s answer
@Ditatoo1 #LavaCon Getting Request from the User Pre-defined buttons Easy to implement Easy to interpret user’s answer Hard to scale May be hard to fit the user’s mindset
@Ditatoo1 #LavaCon Getting Request from the User Free text Easier for the user Scalable Hard to understand Error prone and brittle
@Ditatoo1 #LavaCon Recognizing Intents in Free Text Connecting the printer to a computer Loading paper Printing a document Replacing the cartridge Pre-Defined Intents Scanning a document …
@Ditatoo1 #LavaCon Recognizing Intents in Free Text Connecting the printer to a computer Loading paper Printing a document Replacing the cartridge Pre-Defined Intents Scanning a document … User’s Question How to replace the cartridge?
@Ditatoo1 #LavaCon Recognizing Intents in Free Text Connecting the printer to a computer Loading paper Printing a document Replacing the cartridge Pre-Defined Intents Scanning a document … User’s Question How to replace the cartridge? Natural Language Understanding Engine Rasa Watson LUIS DialogFlow …
@Ditatoo1 #LavaCon Recognizing Intents in Free Text Connecting the printer to a computer Loading paper Printing a document Replacing the cartridge Pre-Defined Intents Scanning a document … User’s Question How to replace the cartridge? Natural Language Understanding Engine Rasa Watson LUIS DialogFlow …
@Ditatoo1 #LavaCon Utterance-Based Intent Recognition Replacing the cartridge How to replace a cartridge? What should I do replace a cartridge? What it takes to replace a cartridge? What are the steps for putting a new cartridge instead of the old one? … Utterances: =
@Ditatoo1 #LavaCon Machine Learning for Intent Recognition Manually defined utterances User’s questions automatically mapped to the intent “A real-world app should have at least 15 utterances of varying length, word order, tense, grammatical correctness, punctuation, and word count. “ (LUIS Documentation)
@Ditatoo1 #LavaCon Exercise Identify a few intents and a few utterances for each intent for your products
@Ditatoo1 #LavaCon What the Chatbot Should Be Able to Do 1 Identify the intent (what the user wants) 2 Identify missing information 3 Ask questions to gather the missing information (but not too many!) 4 Find the right content
@Ditatoo1 #LavaCon Request with Missing Information How to replace a cartridge?
@Ditatoo1 #LavaCon Request with Missing Information In which model? Color or black-and-white? How to replace a cartridge?
@Ditatoo1 #LavaCon Complete Request How to replace a color cartridge in All-In-One?
@Ditatoo1 #LavaCon Entities Are Initially Labelled Manually
@Ditatoo1 #LavaCon Entities Are Initially Labelled Manually “Entities need many examples in order to have a high confidence of prediction. ” (LUIS Documentation)
@Ditatoo1 #LavaCon What the Chatbot Should Be Able to Do 1 Identify the intent (what the user wants) 2 Identify missing information 3 Ask questions to gather the missing information (but not too many!) 4 Find the right content
@Ditatoo1 #LavaCon Incomplete Request How to replace a color cartridge? ?
@Ditatoo1 #LavaCon Filling Out Slots In which model? How to replace a color cartridge? ?
@Ditatoo1 #LavaCon Filling Out Slots Color or black-and-white? How to replace a cartridge in Pro??
@Ditatoo1 #LavaCon Combinatorial Explosion • Entities may depend on previous intents • Entities may also depend on previous user’s answers • Amount of combinations might be enormous
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Printing Printing Scanning Printing Scanning Faxing
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing What features does EasyPrint All-In-One have?
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing What features does EasyPrint All-In-One have?
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing Which models can send and receive faxes?
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing Which models can send and receive faxes?
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-One Cable Wi-Fi Check the cable Check the Wi-Fi connection
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-One Fix “doesn’t print” issueIntent Entities Model Name Cable Wi-Fi ConnectivityMethod Check the cable Check the Wi-Fi connection
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-One Fix “doesn’t print” issueIntent Entities Model Name Cable Wi-Fi My printer doesn’t print anything ConnectivityMethod Check the cable Check the Wi-Fi connection
@Ditatoo1 #LavaCon Only One Perspective EasyPrint All-In-One Fix “doesn’t print” issueIntent Entities Model Name Cable Wi-Fi The printer’s cable is broken. How will it affect the printer? ConnectivityMethod Check the cable Check the Wi-Fi connection
@Ditatoo1 #LavaCon Exercise Identify a few entities for a few intents for your products
@Ditatoo1 #LavaCon When It Works • Small amount of content • The amount of content isn’t growing • No or few content variations • Conversations with the user are simple and straightforward
@Ditatoo1 #LavaCon “Today many programs do outstanding jobs more efficiently and reliably. Some of them can beat people at chess. Others can diagnose heart attacks. Yet others can recognize pictures of faces, assemble cars in factories, or even pilot planes or ships. But no machine yet can read a book, clean a house, or baby-sit. Then why cannot our computers yet do so many things that people can do? Do they need more memory, speed, or complexity? Or do machines lack some magical attribute that only a human brain can possess? One of these limitations is that we usually give a present-day program only the knowledge we think it will need to solve each particular problem. In contrast, every normal child learns millions of fragments of knowledge and skills that people regard as “obvious.”” Marvin Minsky, The Emotion Machine
@Ditatoo1 #LavaCon Navigation Map
@Ditatoo1 #LavaCon Navigation Map + User’s Input Current location: Amsterdam Destination: Breda Avoid toll roads
@Ditatoo1 #LavaCon Navigation Map + User’s Input Current location: Amsterdam Destination: Breda Avoid toll roads OntologyUser’s Context
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference API Chatbots Knowledge Bases Linkage
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon Taxonomy Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues Order Cartridge Toner Paper
@Ditatoo1 #LavaCon Taxonomy’s Purpose • Who will use it? • How will they use it? • What information should be provided?
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors Emergency Procedures
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors
@Ditatoo1 #LavaCon Taxonomy Examples: Aircraft Manufacturer Systems Air conditioning & pressurization Communications APU COCKPIT EMER ACCESS BAGGAGE DOOR OPN AVIONICS NOT CLSD Fuel E1 FUEL LO PRESS HI TEMP IMBALANCE Doors
@Ditatoo1 #LavaCon Taxonomy Example: Electricity Distributor Products Charging Equipment Smart Grid Grid Automation Transformer Substations Projects Project 1 Project 2 Project 3 Locale Europe North America Applications Horticulture Street lights Active Load Balancing Audience Internal Installer Operator Sales Service Maintenance
@Ditatoo1 #LavaCon Taxonomy Example: Electricity Distributor Products Charging Equipment Smart Grid Grid Automation Transformer Substations Projects Project 1 Project 2 Project 3 Locale Europe North America Applications Horticulture Street lights Active Load Balancing Audience Internal Installer Operator Sales Service Maintenance Publishing engine
@Ditatoo1 #LavaCon Exercise Create a taxonomy for your products
@Ditatoo1 #LavaCon What Taxonomy Doesn’t Tell Products Charging Equipment Smart Grid Grid Automation Transformer Substations Projects Project 1 Project 2 Project 3 Locale Europe North America What products are involved in Project 1? In what projects a specific product is involved? Are projects region-specific? What characteristics should an activity have to be defined as project?
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Semantic Relationships Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Crawling the Ontology Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Crawling the Ontology Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues is of typehas connectivity might be caused by might have issues Order Cartridge Toner Paper can order
@Ditatoo1 #LavaCon Conversation with a Support Chatbot
@Ditatoo1 #LavaCon Relationship’s Purpose • Who and what will use it? • How will it be used? • What information should be discovered?
@Ditatoo1 #LavaCon Exercise Add semantic relationships to your taxonomy
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon Semantic Relationships Printers Laser Inkjet EasyPrint All-In-One EasyPrint Pro EasyPrint Basic Scanning Faxing Printing Features Copying Issues Toner Cartridge Connectivity No ink Ink leakage No ink Ink leakage Wi-Fi Wi-Fi Cable No network Wrong IP address Connector broken USB port broken Antenna broken has feature
@Ditatoo1 #LavaCon Rule Printers Laser Inkjet EasyPrint All-In-One EasyPrint Pro EasyPrint Basic Scanning Faxing Printing Features Copying Issues Toner Cartridge Connectivity No ink Ink leakage No ink Ink leakage Wi-Fi Wi-Fi Cable No network Wrong IP address Connector broken USB port broken Antenna broken has feature If X has feature F, and feature F might have issue I -> X might have issue I
@Ditatoo1 #LavaCon Semantic Relationships EasyPrint All-In-One Doesn’t Print has issue Wi Fi has feature Enabled is in state
@Ditatoo1 #LavaCon Rule EasyPrint All-In-One Doesn’t Print has issue Wi Fi has feature Enabled is in state If X has problem P, and X has features F1 and F2, and feature F1 has relationship R to feature F2 -> the cause of the problem is C.
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon Inference Printers Laser Inkjet EasyPrint All-In-One EasyPrint Pro EasyPrint Basic Scanning Faxing Printing Features Copying Issues Toner Cartridge Connectivity No ink Ink leakage No ink Ink leakage Wi-Fi Wi-Fi Cable No network Wrong IP address Connector broken USB port broken Antenna broken
@Ditatoo1 #LavaCon Inference EasyPrint All-In-One Doesn’t Print has issue Wi Fi has feature Enabled is in state Printer driver stopped
@Ditatoo1 #LavaCon Inference • Produces new information • Doesn’t require to foresee all possible combinations • May reduce the amount of questions to ask the user • Enables multiple perspectives
@Ditatoo1 #LavaCon Only One Perspective without Ontology EasyPrint All-In-OneEasyPrint ProEasyPrint Basic Learn about featuresIntent Entities Model Name Printing Printing Scanning Printing Scanning Faxing What features does EasyPrint All-In-One have?
@Ditatoo1 #LavaCon Multiple Perspectives with Ontology Printers Laser Inkjet EasyPrint All-In-One EasyPrint Pro EasyPrint Basic Scanning Faxing Printing Features Copying Issues Toner Cartridge Connectivity No ink Ink leakage No ink Ink leakage Wi-Fi Wi-Fi Cable No network Wrong IP address Connector broken USB port broken Antenna broken has feature
@Ditatoo1 #LavaCon Exercise Create rules for your ontology
@Ditatoo1 #LavaCon What the Chatbot Should Be Able to Do 1 Identify the intent (what the user wants) 2 Identify missing information 3 Ask questions to gather the missing information (but not too many!) 4 Find the right content
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon User’s Context Elements Issue Connectivity Type Product Model
@Ditatoo1 #LavaCon Combinations of User’s Context Elements BasicModel Pro CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print All-In-One
@Ditatoo1 #LavaCon Combinations of User’s Context Elements BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print
@Ditatoo1 #LavaCon Granular (Structured) Content BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print BasicModel Pro All-In-One CableConnectivity Wi-Fi Issue Doesn’t print Paper jam Light print Model: All-In-One Connectivity: Cable Issue: Doesn’t print Model: All-In-One Connectivity: Wi-Fi Issue: Doesn’t print Model: Pro Connectivity: Cable Issue: Paper jam Model: Basic Connectivity: Cable Issue: Light print
@Ditatoo1 #LavaCon Connecting Content to Ontology Basic Pro All-In-One Model Ink-jet Laser Type Wi-Fi Cable Connectivity Doesn’t print Paper jam Light print Issues Order Cartridge Toner Paper
@Ditatoo1 #LavaCon Conversation with a Support Chatbot Model: All-In-One Connectivity: Wi-Fi Issue: Doesn’t print
@Ditatoo1 #LavaCon Making Suggestions Printers Laser Inkjet EasyPrint All-In-One EasyPrint Pro EasyPrint Basic Scanning Faxing Printing Features Copying Training Printing Scanning Basics Video Advanced Printing How to Scan Scanning Tips Wi-FiTechpubs dept. Training dept. Legal Regulations compliant with Compliance dept.
@Ditatoo1 #LavaCon Making Suggestions Printers Requirements Minimum requirements Scanning Faxing Printing Features Copying Wi-Fi Recommended requirements How to scan How to faxing How to print Procedures How to copy see also
@Ditatoo1 #LavaCon Making Suggestions Printers Requirements Minimum requirements Scanning Faxing Printing Features Copying Wi-Fi Recommended requirements How to scan How to faxing How to print Procedures How to copy see also
@Ditatoo1 #LavaCon Making Suggestions Printers Requirements Minimum requirements Scanning Faxing Printing Features Copying Wi-Fi Recommended requirements How to scan How to faxing How to print Procedures How to copy see also
@Ditatoo1 #LavaCon Ontology Taxonomy Semantic Relationships Rules Inference APILinkage
@Ditatoo1 #LavaCon Ontology Formats • OWL • RDF/XML • Semantic Web Rule Language (SWRL) • CycL
@Ditatoo1 #LavaCon How to Create? • Ontology editors: • Protégé • Fluent Editor • API: • Jena API • OWL API • Automatically: • Intuillion NLP • PoolParty
@Ditatoo1 #LavaCon Why Chatbot Gives Wrong Answers • The issue is not covered by any content • The content that covers the issue is too generic • The metadata model does not match the elements of the user’s context • No metadata is provided at all or wrong metadata is provided • Metadata is not specific enough • The piece of content includes information about multiple subjects • The chatbot didn’t understand the user’s question at all or understood it incorrectly
@Ditatoo1 #LavaCon Exercise Identify the problems with the content and offer solutions
@Ditatoo1 #LavaCon Misunderstanding User’s Question • Mapping to a wrong intent • Mapping isn’t compatible (user has his own understanding of how the product works) • Solution: • Calculation of the confidence score that indicates how confident the chatbot is that the found content addresses the issue • Feedback from the user about how relevant and helpful the chatbot’s answer was • Log of each conversation between the chatbot and the user • Ability to hand over the issue to a human at any moment
@Ditatoo1 #LavaCon Practical Steps: Taxonomy & Ontology • Create a taxonomy: • Who may need it? • How may they use it? • Analyze how the current content is linked: • Do links represent semantic relationships? • Is there content created by other departments? • What the taxonomy doesn’t tell?
@Ditatoo1 #LavaCon Practical Steps: Chatbot • Do you really need it? • Can be the same thing done with a wizard (another UI)? • Do you really need a conversation? • What additional value the chatbot will bring? • What level of variety should the chatbot support? • Do you want it to be proactive?
@Ditatoo1 #LavaCon Summary • Traditional intent and named entity recognition are expensive to scale. • To make chatbots more scalable and less brittle, they need a formalized semantic model of the domain (ontology). • Ontology represents concepts and sematic relationships between them. • Ontology is written in a machine-readable format. • Ontology makes knowledge multi-dimensional and enables inference. • Content needs to be as granular as user’s context. • Content needs to be enriched with semantic metadata. • The chatbot should provide a mechanism that lets you track what went. wrong during the conversation and fix it.
@Ditatoo1 #LavaCon Website: http://www.intuillion.com Email: alex@intuillion.com Contact Me LinkedIn: DITAToo Community

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