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Sascha Wolter - Conversational AI Demystified - Codemotion Amsterdam 2019

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Sascha will demonstrate the opportunities and challenges of Conversational AI learned from the practice. Both Technology and User Experience will be covered introducing a process finding micro-moments, writing happy paths, gathering intents, designing the conversational flow, and finally publishing on almost all channels including Voice Services and Chatbots. Valuable for enterprises, developers, and designers. All live on stage in just minutes and with almost no code.

Publié dans : Technologie
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Sascha Wolter - Conversational AI Demystified - Codemotion Amsterdam 2019

  1. 1. Image: Laura Wolter C O N V E R S A T I O N A L A I D E M Y S T I F I E D A M S T E R D A M , A P R I L 2 0 1 9 S A S C H A W O L T E R | @ S A S C H A W O L T E R B U I L D Y O U R B O T W I T H A L M O S T N O C O D E L E C T U R E
  2. 2. Source: Siematic, Discovery Channel, BSH, Microsoft, ZDF & INNOVATION P R A C T I C E A N D E X C H A N G E T O F I N D N E W O P P O R T U N I T I E S .
  3. 3. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED TO ENABLE ALL DEVICES AND APPLICATIONS TO INTELLIGENTLY COMMUNICATE WITH THEIR USERS VIA NATURALLY SPOKEN OR WRITTEN DIALOGUE
  4. 4. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
  5. 5. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED focusCONVERSATIONAL AUGMENTED INTELLIGENCE THAT CAN BE PROVIDED ON SEVERAL COMMUNICATION CHANNELS
  6. 6. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED© 2019 COGNIGY GMBH ALL RIGHTS RESERVED cognigy.aiOMNICHANNEL & MULTIMODAL COGNIGY IS CHANNEL AGNOSTIC AND SUPPORTS CROSS-CHANNEL SCENARIOS COMBINE MEDIA BEYOND TEXT AND VOICE TO ENRICH THE CONVERSATION
  7. 7. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED
  8. 8. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED focusCONVERSATIONAL EXPERIENCE WHAT RESEARCHERS SAY AND WHY INVESTORS BET ON BOTS! CONVERSATIONAL EXPERIENCE VOICE USER INTERFACE (VUI) 69% of the millennials feel good about […] when they solve a problem without talking to customer service. Every fourth German wants to use Chatbots. Active Users: 1 billion WhatsApp, 800 million Facebook Messenger… 50 % doubt the reliability. 63% like to use Voice to control their home. 65% of Smartphone Users have used Voice Assistants. 63 % don’t like to talk to/with machines. https://www.quora.com/Why-are-people-saying-Bots-are-the-new-apps https://www.bitkom.org/Presse/Presseinformation/Jeder-Vierte-will-Chatbots-nutzen.html http://www.fittkaumaass.de/news/chatbots-von-jedem-zweiten-online-kaeufer-abgelehnt
  9. 9. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED focusBY 2021, MORE THAN 50% OF ENTERPRISES WILL SPEND MORE PER ANNUM ON BOTS AND CHATBOT CREATION THAN TRADITIONAL MOBILE APP DEVELOPMENT. IS IT REALLY ONE OR THE OTHER? https://www.gartner.com/smarterwithgartner/gartner-top-strategic-predictions-for-2018-and-beyond/ Image: https://commons.wikimedia.org/wiki/File:Broken_mobile_phone_20180403.jpg
  10. 10. Source: Subservient Chicken (http://web.archive.org/web/20110426194400/http://www.bk.com/en/us/campaigns/subservient-chicken.html)
  11. 11. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Turn-taking Without effective signals we might talk over each other, or our conversations can get out of sync. Context Dialog Model and Semantic Memory. Threading Threading helps to keep context and to evolve conversation. Image: Herbert Paul Grice (March 13, 1913 – August 28, 1988) , https://plato.stanford.edu/entries/grice/ the cooperative principle
  12. 12. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED COLLAPSE YOUR MENUS (GRAPH), MAKE (ALL) OPTIONS TOP-LEVEL (FRAME) Image: https://www.ravensburger.de/produkte/spiele/familienspiele/das-verrueckte-labyrinth-26446/index.html
  13. 13. Source: https://youtu.be/WTpldq3myV0 EASIER FASTER MORE NATURAL choose conversation?ONLY WHEN IT IS…
  14. 14. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Image: Hasbro Twister, Icaros, www.spielmacher.de/Event/Icaros-Flight, Interactive Wall (Sascha Wolter 2017) Voice UIs allow us to remain fully human in our interactions and overcomes permanent, temporary, and situational exclusion. inclusionREMAIN FULLY HUMAN
  15. 15. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Image: Hasbro Twister, Icaros, www.spielmacher.de/Event/Icaros-Flight, Interactive Wall (Sascha Wolter 2017) Voice UIs allow us to remain fully human in our interactions and overcomes permanent, temporary, and situational exclusion. inclusionREMAIN FULLY HUMAN FIND MOMENTS (I.E. ROUTINE TASKS) FOR CONVERSATIONAL AI Source: https://www.thinkwithgoogle.com/micromoments-guide
  16. 16. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED CONVERSATIONAL TASKS An intent-rich moment, when a person turns to a device to act on a need. Source: https://thinkwithgoogle.com/micromoments-guide/
  17. 17. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED DEMAND, BENEFIT, AND COMFORT Sleep Breakfast Lunch Dinner Sleep 💬 Traffic 💬 💬 💬 Music 💬 Weather 🕛 🕒 🕕 🕘 🕛 🕒 🕕 🕘 🕛 Story: Laura Wolter 2017
  18. 18. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED VALUE-ADDED CHAIN Inspiration Selection Preliminary Decision Financing Purchasing Pre-Delivery Delivery Sharing Loaylity 💬 💬 💬 💬 💬 💬 💬 I keep you updated. 💬 💬 I’m your product Expert.
  19. 19. Source: Star Trek IV (20th Century Fox), 1986
  20. 20. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED STILL IN THE EARLY DAYS Source: https://en.wikipedia.org/wiki/Day_1_(building)
  21. 21. © 2018 COGNIGY GMBH ALL RIGHTS RESERVED lifecycleLEARN & MAINTAIN
  22. 22. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Source: Hatsune Miku - World is mine– 2011, https://youtu.be/YSyWtESoeOc MATTERS 2 0 0 3 - V O C A L O I D S P E E C H P R O C E S S I N G I S G E T T I N G N A T U R A L
  23. 23. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Source: The Middleton Family at the New York World's Fair, Public Domain ELEKTRO
  24. 24. ACCURACY CONTINUES TO IMPROVE Source: Google (5/17), Data as of 5/11/17 and refers to recognition for English language. Word error rate is evaluated using real world search data which is extremely divers and more error prone than typical dialogue. 2013 2017
  25. 25. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED ACCURACY CONTINUES TO IMPROVE Source: Google (5/17), Data as of 5/11/17 and refers to recognition for English language. Word error rate is evaluated using real world search data which is extremely divers and more error prone than typical dialogue. 2013 2017 IT'S ABOUT INTENTIONS RATHER THAN TRANSCRIPTION
  26. 26. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED The stuffy nose can lead to problems. The stuff he knows can lead to problems. “Mine is a long and sad tale!” said the Mouse. “It is a long tail, certainly.” said Alice looking at the Mouse’s tail. Baseball bat. Kind of racket | Flying mammal | A bet They are cooking apples. They are cooking apples. BEWARE OF HOMONYMS
  27. 27. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED ANY SUFFICIENTLY ADVANCED TECHNOLOGY IS INDISTINGUISHABLE FROM MAGIC. Source: Clarke's Third Law, Profiles of the Future (revised edition, 1973, Page 36), Image: 2001: A Space Odyssey
  28. 28. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED USER ID PROFILES D E V I C E SM E S S E N G E R CONVERSATION ANALYTICS NLP & NLU V O I C E A S S I S T A N T S
  29. 29. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Alexa, ask Coffee Master for an espresso wake word launch invocation name utterance keyphrase Alexa, frage Kaffee Meister how to make a café solo wake word launch invocation name utterance keyphrase intent keyphrase AskForCoffeeIntent coffee_type rule intent keyphrase AskForCoffeeRuleIntent coffee_type UTTERANCES & INTENTS, RULES, PHRASES
  30. 30. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED Video: Professional skiing stunt from my 9 year old boy NO PAIN NO GAIN
  31. 31. © 2019 COGNIGY GMBH ALL RIGHTS RESERVED© 2019 COGNIGY GMBH ALL RIGHTS RESERVED THIRD PARTY INTEGRATIONS COGNIGY INTEGRATION FRAMEWORK CONVERSATION LOGIC COGNIGY CONVERSATION EDITOR NLP/ NLU COGNIGY NLP CHANNEL CONNECTORS COGNIGY ENDPOINTS CONVERSATION CONTEXT COGNIGY CONTEXT TRACKING USER PROFILES COGNIGY CONTACT PROFILES AGENT HANDOVER COGNIGY LIVE CHAT cognigy.aiCONVERSATIONAL AI PLATFORM STACK COGNIGY ANALYTICS CONVERSATION ANALYTICS
  32. 32. Image: Laura Wolter C O N V E R S A T I O N A L A I D E M Y S T I F I E D A M S T E R D A M , A P R I L 2 0 1 9 S A S C H A W O L T E R | @ S A S C H A W O L T E R | S . W O L T E R @ C O G N I G Y . C O M B U I L D Y O U R B O T W I T H A L M O S T N O C O D E L E C T U R E bit.ly/cai-demystified

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