Voice Chatbots, Luca Pradovera, Mojo Lingo

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  • 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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  • CAN YOU SPEAK MAGIC?

    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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  • CAN YOU SPEAK MAGIC?

    TALK TO THE MACHINE

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  • CAN YOU SPEAK MAGIC?

    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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  • CAN YOU SPEAK MAGIC?

    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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  • CAN YOU SPEAK MAGIC?

    CHATBOTS MARKET POTENTIAL Customer service

    Inbound call centers

    Ecommerce

    Any time there is a need for triaging

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  • CAN YOU SPEAK MAGIC?

    WHAT DO BOTS DO BEST? Access to shared knowledge

    Context awareness

    Cost effective

    Consistent interactions

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  • CAN YOU SPEAK MAGIC?

    CHATBOTS WILL FIX EVERYTHING!

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  • CAN YOU SPEAK MAGIC?

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  • CAN YOU SPEAK MAGIC?

    WHAT DO BOTS DO WORST? Handling unexpected situations

    Endless looping

    Bad at understanding language

    Not knowing when to quit

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  • CAN YOU SPEAK MAGIC?

    CUSTOMER EXPERIENCE IS KING Interaction design is very important

    Solve solvable problems!

    Target vertical markets

    Use analytics, quantitative AND predictive

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  • CAN YOU SPEAK MAGIC?

    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

  • CAN YOU SPEAK MAGIC?

    REAL TIME FEEDBACK Do no harm to humans

    Conversation flow gauging

    NLP is still an important tool

    Satisfaction threshold metric

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  • CAN YOU SPEAK MAGIC?

    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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  • CAN YOU SPEAK MAGIC?

    IBM WATSON CONVERSATION

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  • CAN YOU SPEAK MAGIC?

    IBM WATSON Provides multiple services

    Text-to-speech and speech-to-text

    Conversation API

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  • CAN YOU SPEAK MAGIC?

    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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  • CAN YOU SPEAK MAGIC?

    CONVERSATION BASICS/INTENTSIntents 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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  • CAN YOU SPEAK MAGIC?

    CONVERSATION BASICS/ENTITIESEntities are lists of recognizable values

    Similar to a grammar

    They provide values for a context

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  • CAN YOU SPEAK MAGIC?

    CONVERSATION BASICS/DIALOGSDialogs tie everything together

    Provides transitions based on intents and entities

    Specifies text for the conversation

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  • CAN YOU SPEAK MAGIC?

    WATSON TEXT-TO-SPEECHMore 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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  • CAN YOU SPEAK MAGIC?

    ALCHEMY API Entity extraction

    Sentiment analysis

    Keyword extraction

    Much more!

    Used to create conversational trees from existing knowledge

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  • CAN YOU SPEAK MAGIC?

    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