Download pdf - Voice Chatbots, Luca Pradovera, Mojo Lingo

ENSURING SUCCESS OF CHATBOT SOLUTIONSLuca PradoveraTADSummit 2016Lisbon, Portugal

CAN YOU SPEAK MAGIC?

WHO AM I?• Luca Pradovera• New Principal/Lead at Mojo Lingo LLC• Co-author of Adhearsion• Played with phones since I was 8

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WHAT CAN MOJOLINGO DO FOR YOU?• Asterisk and FreeSWITCH consulting• Application development• WebRTC applications• Instant messaging• Chatbots and AI• The right tool for the job, always.

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TALK TO THE MACHINE

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WHAT IS A CHAT BOT?• Conversational, automated interface to services• Provides a natural language approach to a set of features• Usually text-based• Will replace agents in many situations

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SOME NUMBERS• 75% of call center operators will be replaced by bots within 2025 (Deloitte)• WeChat sales represent 30% of the ecommerce market in China (Gartner)• 22% of Facebook users interact with a bot on a weekly basis (Facebook)

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CHATBOTS MARKET POTENTIAL• Customer service• Inbound call centers• Ecommerce• Any time there is a need for “triaging”

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WHAT DO BOTS DO BEST?• Access to shared knowledge• Context awareness• Cost effective• Consistent interactions

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CHATBOTS WILL FIX EVERYTHING!

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WHAT DO BOTS DO WORST?• Handling unexpected situations• Endless looping• Bad at understanding language• Not knowing when to quit

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CUSTOMER EXPERIENCE IS KING• Interaction design is very important• Solve solvable problems!• Target vertical markets• Use analytics, quantitative AND predictive

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DESIGNING BOT INTERACTIONS• Average session time is 68 seconds• Average number of messages sent per session is 10• Account for synonyms and common phrases (most common words are variations of “hi”) (all data by dashbot.io)• Design for what your users really do

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http://dashbot.io


REAL TIME FEEDBACK• “Do no harm to humans”• Conversation flow gauging• NLP is still an important tool• “Satisfaction threshold” metric

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THE SATISFACTION THRESHOLD• Still testing various models• Number of interactions in the session, or above average time• Repeated requests are a red flag• Tone analysis in voice, sentiment analysis in text• Do not be afraid to “quit”

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IBM WATSON CONVERSATION

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IBM WATSON• Provides multiple services• Text-to-speech and speech-to-text• Conversation API

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THE IBM WATSON CONVERSATION API• Text-based chatbot tool• Can be used on Bluemix or stand-alone• Uses intents, entities, and dialogs• Can do contextual communication or stateless requests

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CONVERSATION BASICS/INTENTS•Intents are the phrases a user can say•Watson will ask for examples to improve the recognition•Results in a tag identified by #

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CONVERSATION BASICS/ENTITIES•Entities are lists of recognizable values•Similar to a grammar•They provide values for a context

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CONVERSATION BASICS/DIALOGS•Dialogs tie everything together•Provides transitions based on intents and entities•Specifies text for the conversation

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WATSON TEXT-TO-SPEECH•More of a transcription engine than grammar-based ASR•Streaming HTTP, session-less REST, Websocket, and async API•Allows for custom language models

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ALCHEMY API• Entity extraction• Sentiment analysis• Keyword extraction• Much more!• Used to create conversational trees from existing knowledge

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THANK YOU!

My name is: Luca Pradovera I am a Voice Application Developer at Mojo Lingo.

Web: https://mojolingo.com Twitter: @lucaprado GitHub: lpradovera

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https://mojolingo.com