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Chatbot Landscape

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This talk, made with Kristina Bonitz (@kristinabonitz), tries to highlight the differences within the conversational design landscape and shows benefits and drawbacks alongside current examples.

Chat bots are programs that mimic conversation with people sometimes using artificial intelligence. They can transform the way you interact with the web from a series of self-initiated tasks to a quasi-conversation.

(c) 2017

Publié dans : Internet
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Chatbot Landscape

  1. 1. Chatbots H A M B U R G A P R I L 2 0 1 7
  2. 2. 2 Conversational Interfaces Human-centered Design
  3. 3. 3 Conversational Interfaces
  4. 4. 4 Conversational Interfaces
  5. 5. 5 Conversational Interfaces
  6. 6. 6 Conversational Interfaces
  7. 7. Abgrenzung
  8. 8. 8 Conversational Interfaces Bots
  9. 9. 9 Conversational Interfaces
  10. 10. 10 Conversational Interfaces Bots Voice
  11. 11. 11 Voice
  12. 12. 12 Voice
  13. 13. Was ist ein Chatbot?
  14. 14. 14 Erster Chatbot 1966 von Joseph Weizenbaum
  15. 15. 15 Erster Chatbot 1966 von Joseph Weizenbaum
  16. 16. 16
  17. 17. 17
  18. 18. 18
  19. 19. 19 Mitsuku chatbot — Winner of the Loebner Prize in 2016 for most human-like AI
  20. 20. 20 Regelbasierte Chatbots Um den Nutzer zu verstehen und Antworten zu geben, greift der Bot auf ein bestehendes Set aus Texten und Antworten zurück. Diese Bots sind nicht künstlich intelligent. Selbstlernende Chatbots Durch Machine Learning im Zuge von vielen Labor-Trainings und Konversationen mit Menschen lernt der Bot selbstständig neue Verknüpfungen und Ideen. Diese Bots sind künstlich intelligent.
  21. 21. 21 Regelbasierte Chatbots
  22. 22. 22 Regelbasierte Chatbots
  23. 23. 23
  24. 24. 24 Selbstlernende Chatbots
  25. 25. 25 Universelle Chatbots Übergeordneter Assistent für alle Lebens- und Fachbereiche. Ist in der Lage, cross-funktionale Daten zu nutzen. Themenspezifische Chatbots Das Thema für die Unterhaltung ist begrenzt und so auch die Erwartung an den Chatbot. Vom Wettert verlangt niemand die Zusammenfassung eines Textes.
  26. 26. 26 Universelle Chatbots
  27. 27. 27 Universelle Chatbots
  28. 28. 28 Themenspezifische Chatbots
  29. 29. 29 Integriert Bots werden vermehrt in Messenger- Plattformen integriert, sodass Nutzer auf sie bequem und intuitiv zugreifen können. Beispiele für solche Plattformen sind der Facebook Messenger, Slack, Skype oder Telegram. Eigenständig Eigenständige Bots werden als App oder auf Websites abgerufen.
  30. 30. 30
  31. 31. 31
  32. 32. 32 Integriert
  33. 33. 33
  34. 34. 34 Eigenständig
  35. 35. 35 Eigenständig
  36. 36. 36 Eigenständig
  37. 37. 37 Eigenständig
  38. 38. 38 Eigenständig
  39. 39. 39
  40. 40. Wo machen Chatbots Sinn?
  41. 41. 41 Überall da, wo eine Konversation mit Nutzern sinnvoll automatisiert werden kann.
  42. 42. Warum jetzt?
  43. 43. 43 Technologie wird unsichtbar und menschlich(er).
  44. 44. 44 Bots vereinen die Machbarkeit von Technologie mit der Qualität von menschlichen Interaktionen.
  45. 45. 45 „Language is the most powerful, useful, effective communication technology ever, period.“ https://www.usv.com/post/54b81d778fc5210003afc982/an-idea-about-texting
  46. 46. 46
  47. 47. 47 Machine Learning wird die Nutzererwartung in den kommenden Jahren massiv verändern. Personalisierung von Inhalten und Kommunikation ist kein Nice-to-have mehr, sondern wird von Usern vorausgesetzt.
  48. 48. 48 Sprache ist systematisch und kann damit von Maschinen gelernt werden 85% aller Kommunikation mit Unternehmen wird bis 2020 ohne menschliche Interaktion vollzogen werden (laut Prognosen von Gardner)
  49. 49. Benefits
  50. 50. 50 Bots bringen alle Kostenvorteile von Automatisierung mit sich.
  51. 51. 51 Personalisierte Konversationen Detaillierte Insights Kostenreduzierung Automatisierung Qualität der Beratung Umsatzsteigerung Weiterleitung zum Shop Intuitives Nutzererlebnis Barrierefreiheit Entertainment Komplexitäts- reduktion & Filterfunktion Kein Medienwechsel Dokumentation
  52. 52. Barrieren
  53. 53. 53 Unausgereiftheit Ungewollte Lerneffekte Mangelnde Effizienz Bot-Spam Uncanny Valley Datenschutz Vorbehalte und Ängste Technologischer Entwicklungsgrad
  54. 54. 54
  55. 55. Tipps
  56. 56. • Make it clear if it’s an actual chatbot, or a person. • Make it clear that the chatbot is the user’s assistant, not the corporation’s.
  57. 57. • Go beyond text. Alternatives to text include emoticons and chatbots that send pictures. • Rephrasing back user inputs is super effective. • Whatever the language, tone of voice will be key.
  58. 58. • Use „dynamic send delays“ to make it feel more human.
  59. 59. • Alos, a chabot experience isn’t necessarly restricted to the mobile or web context only.
  60. 60. Zukunftsausblick
  61. 61. ? 63 • Haushaltsmanager • Kollege • Kundenberater • Öffentlicher Dienst
  62. 62. 64
  63. 63. 65
  64. 64. Alexander Meinhardt krunchtime.org KRUNCHTI M E I NTE RACTIVE Kristina Bonitz COAU THORS

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