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VoiceHacks 2019
- 1. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. BRAND KEYNOTE TEMPLATE Guidelines and best practices © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
- 2. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.© 2019 TWILIO, INC. ALL RIGHTS RESERVED. ERSATIONAL AI PLATFORM TO SERVE CUSTOMERS AT S
- 3. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. TWILIO AUTOPILOT • Omnichannel hub • Conversational application platform • Natural language understanding engine
- 4. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. AUTOPILOT FEATURES © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
- 5. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Keeping it Human: Bots, AI, and CX © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Keeping it Human: Bots, AI, and CX AUTOPILOT ACTIONS { SAY } { SHOW } { REDIRECT } { REMEMBER } { COLLECT }
- 6. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. HOW IT WORKS Natural Language Analysis “I’D LIKE TO BOOK AN APPOINTMENT” { S A Y } { S H O W } { R E D IRECT } { H A N DOFF } { R E M EMBER } { C O L L ECT } Delivers to the channel Converts to the channel protocol YOUR APP
- 7. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.© 2019 TWILIO, INC. ALL RIGHTS RESERVED. { COLLE CT }
- 8. COLLE
- 9. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.© 2019 TWILIO, INC. ALL RIGHTS RESERVED. { HAND OFF }
- 10. HAND
- 11. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Content with a solid background
- 12. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
- 13. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
- 14. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
- 15. © 2018 TWILIO, INC. ALL RIGHTS RESERVED.© 2018 TWILIO, INC. ALL RIGHTS RESERVED. Demo
Editor's Notes
- What is Twilio? Cloud communications platform that allows any developer to add communications to their applications with a few lines of code. We provide APIs and SDKs for messaging, voice, video, chat, 2fa, and IoT, and more. Today we will be focusing on Autopilot, our AI/ML bot platform.
- Then last October, we launched Autopilot, our bot building platform. We’d been powering two way communications use cases for years. Most of those conversations are automated in some way. On SMS, keyword response systems are very common - text Y to confirm, N to cancel. On voice, DTMF IVRs are very common - press 1 for sales, 2 for support. We realized we needed to provide a better way to build these conversations. One that used the latest ML and NLU tech. That’s why we launched Autopilot. Today we have Autopilot — A conversational AI platform to serve customers at scale.
- Autopilot is three things. It is a NLU engine. Autopilot is a conversational application platform that lets you build sophisticated workflows. And it is an omnichannel hub that helps extend those workflows to whatsapp, Slack, Messenger, line, sms, chat or any other supported channel from the next gen like Alexa or google assistant.
- Autopilot Actions are JSON commands or instructions that tell Autopilot what to do. With Autopilot actions, your virtual assistants can say or show something to the user if the device has a visual display, remember something for context, collect data, or redirect so you can control the flow of your dialogue. Actions are how you program the Tasks that your Autopilot virtual assistant performs and are executed when a user invokes a Task during the dialogue. A user can also land on a task by being routed by the natural language router or by being redirected from another task.
- Autopilot uses a request/response model like TwiML, Twilio’s XML language. When a request comes in it performs the natural language analysis to route to the user to a task which is configured with URLs that point to your app. Your app then responds using the Actions, and Autopilot does the work to make sure they work across all channels.
- Data collection is one of the most common tasks that bots perform. The { Collect } action enables you to ask questions to users and efficiently collect answers.
- Receive input
- Sometimes, bots aren’t very smart. They get stuck. The Autopilot { Hand Off } action enables you to transfer a user from an Autopilot session to a human agent, passing along all the context of the conversation.
- Autopilot-CLI. You can do a lot in the Autopilot console with minimal code, like make your Autopilot Assistant, but some things are easier done from the command line.
- From CLI, you can import Alexa app to Autopilot from CLI, making it into a bot or IVR (interactive voice response) on SMS, voice, Messenger, Slack platforms, etc. (yes, my iTerm2 background is Sleeping Beauty castle at Disneyland. I am a Disnerd.)
- hey you have an alexa skill? This is an interaction model from GitHub. You can import it into autopilot and deploy it as an IVR or a chatbot. You can also test it in the Alexa developer console.
- With Twilio Autopilot you can build Alexa Skills. Visit this link for more! We also have this promo code for $25 worth of Twilio credits for you to get started.
- DEMO of Autopilot. Here we have Deep Table, the world’s best restaurant. We’re going to automate this flow: you either want to get today’s specials, make a reservation, or talk to the host. So we’re going to build a virtual assistant that does those 3 things. Channels->Voice URL->configure number A couple of common tasks