BMC has delivered a paradigm shifting feature with "Virtual Agent." Putting an animated, interactive, face on knowledge transfer, available to EVERYONE 24x7 is an ideal whose time has come. However, we have 250,000 seekers of knowledge in our company, and transferring sufficient knowledge to the "chatbot" that will answer ALL of their questions using out of the box AIML (Artificial Intelligence Markup Language) is, as we say in Arizona, "a hard, dusty ride with an empty canteen." Using the POWER of CUSTOM Remedy Application Development, we built an AIML file generator, so simple that even a Vice President can build and maintain a set of Questions and Answers, directing folks to Services, Documentation Links, Phone Numbers Status reports, and even other chatbots who have better answers. This app is so modular that you can take a FREE copy with you and put a saddle on it when you get back to your ranch. But be careful, it is so Hot that, as we say in Arizona, "you'll be lightin fires to cool off".

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Barry Lindstrom
Adaptive Design Scientist
10/14/2014
PuttingtheArt in
Artificial
Intelligence

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Just what do you mean
Putting the Art in Artificial Intelligence?
Art: A human perception of reality
Artificial: Simulating something natural
Intelligence: Capacity for Learning, Understanding and Problem Solving
Putting the Art in Artificial Intelligence:
Ensuring the Simulation of Learning, Understanding and Problem Solving
reflects Reality in the Proper Context

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If you don’t know where you are going, any map will do
The Goal:
ANY
Authorized
User
Using
ANY
Device
will get an Accurate Answer
to ANY Question that is
presented to our Virtual Agent

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If you don’t know where you are, a map won’t help
The Situation:
~1 exabyte (1,048,576 terabytes)
Stored in 6 Server Farms
Our Corporate KnowledgeAuthorized Seekers of Knowledge
~250,000 Employees
(above times 125)
Our Data Access Policy
The only truly secure environment
is the one that denies all access
Our Process Controls

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Just what do you mean
The Virtual Single Point of Contact
Virtual Agent:
a computer generated,
animated,
virtual character (usually with anthropomorphic appearance)
that uses artificial intelligence
to serve as an online customer service representative.

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User “asks” Question
AIML (Artificial Intelligence Markup Language) interface finds
“best” answer
Virtual Agent sends Question to AIML library
AIML interface returns “best” answerVirtual Agent responds to User
How does it work?

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Current Interactions:
1. Base Question/
Response
2. Multiple Questions (with wildcarding)/
Same Response
3. Base Question/
Multiple Choice Response
4. Base Question/
Multiple Randomized Response
5. Unanswered Question –
Request Research
Just what do you mean
User “asks” Question?

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Add/Edit
Multiple Choice Responses
Using AIML Syntax
Add/Edit
Multiple Choice Responses
Using AIML Syntax
How does AIML acquire knowledge
if I don’t have SPoC?
Add/Edit Each Question using AIML syntax
Add/Edit Corresponding Response using AIML syntax
Direct Edit an AIML File
AIML File
Add/Edit
Multiple ways to Ask the same Question
Using AIML Syntax
Add/Edit
Multiple ways to Ask the same Question
Using AIML Syntax
Add/Edit
Multiple ways to Ask the same Question
Using AIML Syntax
Add/Edit
Multiple Choice Responses
Using AIML Syntax
But I have THOUSANDS of Questions and Answers to load.
Who can show me a Better Way?

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Service Grouping
Responses
Multiple ways to Ask the same Question
Multiple Choice Response
Multiple ways to Ask the same Question
Multiple ways to Ask the same Question
Multiple Choice ResponseMultiple Choice Responses
Response Enhancer
(Font, Style, URL Tag, etc)
Simple Question & Response Interface
“Markup” Generator
Auto-Build One File
Per Service Grouping
AIML FileAIML FileAIML Files
This is how AIML acquires knowledge using
SPoC’s simple Q&R interface
Questions
Now dat’s what I’m tallkin about!
…Fist Bump Dude

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Feature Backlog
1. Animated Emotions based on Response
2. Integrated Voice Response
3. SPoC on Smart Phones and Tablets
4. Formless Request submission
5. Automatic User Recognition
6. Service and other Alerts
7. Handoff to Live Chat
8. Links to Dashboards/Status Reports
9. Expand Service Groupings
10. SPoC on IM/Lync
11. Optimize For Scalability/Performance
More SPoC

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