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 Chatbots
1. Chatbots
2. Introduction Chatbots provide a natural language interface to their users
3. Eugene Goostman Google AI chatbot Facebook AI develops own language Microsoftʼs Tay
4. The Good of Chatbots Message platforms are everywhere Simple, known interface Applicable to many situations 63% of the people are willing to communicate through chatbots[1]
[1]: https://venturebeat.com/2017/06/17/the-good-the-bad-and-the-ugly-of-chatbots/ avaamo.com
5. Introduction: the Bad of Chatbots 73% wonʼt use the chatbot again after a bad experience[1] 75% want to know it is a bot[1] 50% are disturbed when a bot pretends to be human[1]
Not all languages are equally supported [1]: https://venturebeat.com/2017/06/17/the-good-the-bad-and-the-ugly-of-chatbots/ steemit.com/@resteemitnow
6. Natural Language Processing NLG Natural Language Generation Data => ʻNaturalʼ text Easy NLU NLG Natural Language Understanding Natural Language Generation Natural text to
structured data Data to natural text Hard Easy
7. Types of Chatbots Easy FAQ Form Hard Complex Conversation Within Domain Smart Home, Basic Customer Service, Basic Information Adv. Customer Service (Advanced FAQ + Form)
String Distance Conversation Flow Matching Commands And Arguments Conversation Context Conversation Flow + Commands Advanced Information Database Access + Filter Matching
8. FAQ / Simple Information Lookup • User: asks questions • Chatbot: gives answers • Easy to build • No machine learning
9. Guided Conversation / Form • Chatbot asks questions • User answers • Slightly harder • machine learning -> extract entities
10. Information Lookup • Database access through conversation • User asks questions or gives commands • Chatbot gives answers, asks questions back • Difference with FAQ: Context
and Entity resolution
11. Smart Home / Simple Information Lookup • Perform tasks • User tells Chatbot what to do • Chatbot answers/confirms/asks follow-up questions
12. Types of Chatbots: Personal Assistant • Collection of other chatbots • Redirects actions/questions to ʻsubʼ chatbots • Seamless integration between different chatbots • e.g. Google
Assistant, Siri, ...
13. Common Concepts •Intents •Entities •Context •Prompts •Follow-up / Flows
14. Common Concepts: Intents • Phrases get mapped to intents • Function calls on the chatbot →entities are arguments • Often a function in back-end
15. Common Concepts: Entities • Building blocks of the conversation • Entities are passed to back-end • e.g:
16. Common Concepts: Entities - Example • “number” entity → mapped to 3 • Request 3 of something from back-end
17. Common Concepts: Entities - Example • “Movies” → “requested” entity • Request movies from back-end
18. Common Concepts: Entities - Example • “person” entities • Passes persons as arguments
19. Common Concepts: Entities - Example • “with_actors” composite entity • Passes list of persons as “actors” argument
20. Common Concepts: Context • Context = entities from previous phrases & replies ● pagination ○ “three more please” ● changing part of the query ○ “who played in <movie>?” ○ “who
directed it?” ● follow-up
21. Common Concepts: Prompts •Prompt when missing required entities •e.g.: • User: “Whatʼs the weather for today?” • Weatherbot: “For what city?”
22. Common Concepts: Follow-up / Flows •Follow-up questions guide users into Flows •Example •InsureBot: “What brand of car?” •User: “<car brand>” •InsureBot: “What year was the car
made?” •…
23. Technologies Amazon Facebook Google IBM Microsoft Oracle VPA Amazon Echo line - Google Home line - Cortana, Integration with Amazon Alexa Oracle Voice (ios app store) Dev
Platform Alexa Voice Services, Alexa Skills Kit RESTful wit.ai backend Dialogow IBM BlueMix Windows Oracle Mobile Cloud Services Speech Synthesis API Polly (+SSML) - unnamed
(+SSML) Watson Text To Speech (Bluemix) Bing Speech API (+SSML) Nuance (paywall) NLU Lex wit.ai Dialogow Conversation API LUIS.ai Nuance (paywall) Bot Creation Interface with Echo
line Interface with Facebook Chat One-click Integration in multiple platforms BlueMix MS Bot Framework Graphical UI Free? Yes Yes Dialogow: Yes Google cloud: Limited Yes (Limited) Yes
(Limited) No Dutch? No Limited Limited Yes (Beta) Yes End 2017
24. Example data ow
25. •Lower Level libraries allow you to fine-tune (e.g. in python): • spaCy • nltk • polyglot • dateparser DIY with Python
26. Natural Language Processing Natural Language Understanding: Hard Need a lot of training data Get semantic and entities from a sentence Create structured data from unstructured
natural text Natural Language Generation: Easy Create file with template sentences and insert entities Add randomness
27. Natural Language Understanding: Pipeline
28. Best Practices •Confirmation •Buttons •Openness •Redirecting •Design Considerations
29. Conrmation •Stating the confirmation is fine for inconsequential mistakes: •“Whatʼs the weather for Memphis for next sunday?” •“The weather for Memphis, Egypt for October 15th is
…” •“Cancel. Whatʼs the weather for Memphis, Tennessee?”
30. Conrmation •Asking for confirmation is better when thereʼs money on the line: •“Book a flight for Memphis for tomorrow.” •“Do you want me to book a flight for Memphis, Egypt on
Thursday the 12th of October?” •“No, book a flight for Memphis, Tennessee.”
31. Conrmation •Pick between choices: •“Call Ellen” •“Do you mean Ellen X or Ellen Y?” •“Ellen Y”
32. Buttons •for questions with clear options •with buttons: ● users are reassured theyʼll be understood ● users see all possibilities ● users can do nothing wrong
 33. Openness •Let Users Know itʼs a Bot •Bots are imperfect, users know and forgive •Bots are limited, users adapt and stay on topic •Users trust you/your bot, disguised bots break
that trust
34. Redirect to Human •Why? •people will go beyond the botʼs capabilities and require human support •When? •complicated question, not covered in FAQ •complaints •on request •How?
•low traffic: contact form may suffice •high traffic: replace bot with human in same interface
35. Design Considerations •Design considerations based on goal: ● Strict, down-to-business ● Informal with slang and jokes ● Voice interface
36. Design Considerations: Voice Interface Bad No buttons or images Mispronunciation Not private Pros Cons Wow-factor No buttons or images Hands-free Mispronounciations Faster
than typing Not private
37. Testing • Write recurrent test for your service • APIʼs are young and prone to change • Ensure proper working • Notify if test are broken
38. Conclusion: Future ● NLU improvement ○ Speed ○ Accuracy ○ Language coverage ● More used by Businesses ● More accepted by Users
39. Questions? Thanks for listening!
40. Smart Data Innovator https://vectr.consulting

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