Enterprise Chatbots: A Hybrid Approach to Machine Learning

www.creativevirtual.com

Enterprise Chatbots: Taking a Hybrid Approach to Machine Learning

Björn Gülsdorff, Head of Business Development

@Bjoern_CV @creativevirtual

Gartner Predicts

Source: Gartner, 2016

Existing VAs – how to add ML?

The challengeof

Enterprise Chatbots

Recap of the Challenges

Integration

Customisation – Domain Knowledge

Compliance (Legal, Security, …)

And ROI Timeline Budget

And Predictability

Self-Learning - Pitfalls

Machine Learning is Not flexible• Architecture

• Algorithm

• Special cases

Black Box –By design

Garbage in –Garbage out

And: A noisy Panda is a Gibbon

Panda (57%) „Noise“ Gibbon (99%)

What‘s missing?

Let‘s think!

If your agents were quicker

readers…

Would you let them

read chats or would you train them?

If your agents were multi-taskers…

Should they watch other agents or would you train them?

Accept Human Knowledge!

How it worksUnsupervised pre-learning of generic language model

System actions with integration (Classes) defined by humans

Machine Learning against examples

Scenarios defined in flow editor

Examples for classification defined by humans or collected from agent actions

Hybrid2 Approach

1. Creation of Content• Unsupervised Pre-Learning

• Human curated content

• Supervised Learning

2. Improvement• Alternates from user

interactions

• Feedback from agents

• Retrain

Finds & Benefits

Small receptive fields

Robust against parameter variations

Only few examples needed

Great results!

Semantic

StatisticalSurveys

FeedbackLoops

HumanCuration

A hybrid approach of human curation of content and self-learning minimizes the risk in creation, allows the system to continually improve while also giving control over the reliability of virtual agent responses.

Companies needtoday

Combination of virtual & real

Knowledge management & feedback loop

Complementary technology

Learning capabilities

Get in Touch with Me

By email:

bjoern.guelsdorff@creativevirtual.com

On Twitter:

@creativevirtual

On the web:

www.creativevirtual.com