modelling chatbots with a cognitive system allows for a ...© 2017 ibm corporation. typical question...

© 2017 IBM Corporation

Modelling Chatbotswith a Cognitive Systemallows for a Differentiating User Experience

Eric Michiels

IBM Technical Advisor for the Consultants and System Integrators

Eric Michiels

IBM Executive Architect

Industry Track


What are Conversation Services?

▪ Definitions

– Conversation Services are designed to

interact with users primarily through

conversational voice or text• Cognitive System (AI) as a foundation

– A Chat(bot) is an algorithm acting on behalf of

an individual or business and that can mimic

human conversation

▪ 2 Main types of Bots

▪ Conversational Services and Chatbots are

transforming how individuals interact and engage

with brands

– The move from Apps to Bots is in full progress

“Enterprise architecture and technology innovation leaders must prepare for conversational AI platforms, applications, Chatbots and other virtual agents (which serve as the visible or audible face of conversational AI), and the significant new business opportunities and issues they will usher in..” Gartner Conversational AI to Shake Up Your Technical and Business Worlds

“Intelligent assistants powered by

voice interfaces have the potential

to dramatically increase the use of

consumer IoT applications by

improving their accessibility and

implementation.” IDC

CIO.com: How natural language processing empowers consumers

https://www.gartner.com/doc/3463317/conversational-ai-shake-technical-business?cm_mc_uid=54183823640414867450870&cm_mc_sid_50200000=1487358962

http://www.idc.com/getdoc.jsp?containerId=US41633616

http://www.cio.com/article/3150812/artificial-intelligence/how-natural-language-processing-serves-as-a-consumer-empowerment-strategy.html


Conversation Modelling is part of Enterprise Modelling

Business Modelling

Process Model

Data Model

Service Model

Process

Conceptual Logical

Business Technical

Physical

Micro

Conversation Model

Intent Entity Dialogue

Rule

s

Event

Conversation Model in

Chatbot context...

• Intent Activity

Process Instance of

Process Model

• Entity Business Entity

Instance in Data Model

• Dialogue refers to

Intents, Entities Service

Instances in Service Model

Conversation Model is

deployed as a Run-Time

Conversation Service

DevOps

TOGAF Prelim.,

A, B

TOGAF Prelim.,B, C, D, E

TOGAFF, G, H

Requirements


Uses of Conversation Services

Customer

Service

Mobile Apps Messaging

Channels

Internet-of-

Things

Robots

✓Anthropomorphism of IT

✓The Concierge Economy

✓The Battle for Micro-moments

✓The Conversational Office

Conversational Commerce

“By 2020, smart agents will facilitate 40 % of mobile interactions”


The Watson Platform is Growing

Watson’s APIs are the Cognitive Building Blocks that harness our data.

https://console.bluemix.net/catalog/?category=watson

https://console.bluemix.net/catalog/?category=watson

https://www.youtube.com/watch?v=lI-M7O_bRNg


Typical Question Distribution

Watson

Conversation

Unique Intents

100s 100,000+

Fre

qu

en

cy o

f Q

ue

stio

ns

Long Tail

I do not

know how I

can reset

my

password !

I have Android 5. What is

the safest way to upgrade

to Android 7?

Here Watson uses

reasoning strategies

that focus on the

language and

context of the question.

Short Tail

Watson

Discovery

Service

Here Watson uses

reasoning strategies

that focus on

identifying the most appropriate answer.


Sample Use Cases of Watson Conversation

Oil CompanyConsumers accessing web interface to

ask questions on the company website,

e.g., Can I replace “Brand X” oil with

Your Oil.

Retail BankingEnable customer service in retail

banking.

Hotel ApplicationWatson is able to identify and transfer

over customer questions to different

departments within the hotel.

Media CompanyDigital Media

Auto ManufacturerMobile app that will assist with user

questions leveraging a combination of

Conversation and R&R (user manual).

Utility ProviderPersonal Assistant for customer service

questions (e.g., how can I view / edit

my account info? pay my bill?)

Wireless Telco Provider Personal Assistant for customer service

questions (e.g., how can I pay my

bill? how much do I owe on my

bill? Am I eligible for an upgrade? how

late are the stores open?).

Cable ProviderPersonal Assistant for customer service

questions (e.g., how can I pay my

bill? how much do I owe on my bill

How can I view new service offerings?)

Mid-Market Retail ProviderPersonal Assistant for sales support

questions (e.g., transactions on my

account? new product

recommendations?)

HR Organization Personal Assistant for employee

questions and support

Hospitality Provider Personal Assistant for customer service

questions and recommendations


Trends to watch in 2017… and beyond

• The hype continues throughout 2017

• Venture capital deals increase

• Developers want platforms and tools

• Early use cases extend

• Two key benefits sought

• Best practices show up …

• Choose Bot features carefully

• Give a Bot personality

• Incorporate Bot in holistic Marketing Strategy

• Involve IT Department

• Deployment channels for Chatbots

• Facebook Messenger – consumer Bots

• Slack - business bots

“Consumers will increasingly use digital

personal assistants to interact with

consumer services in the connected

home.” Gartner

Forrester: The State Of Chatbots

VentureBeat: The state of bots: 11 examples of conversational commerce in 2016

Jump to End

http://www.gartner.com/newsroom/id/3352117

http://info.247-inc.com/rs/074-HBW-141/images/Forrester-The-State-Of-Chatbots.pdf?mkt_tok=eyJpIjoiT0dGak1XUmpaak0zWVRReSIsInQiOiJLK1YreXBDbXBrcVZLU1BtRTRydWZmKzVraitNWDBXZFg4Q3RqaDlWd29yTjNEcVVNTEVDSm9zVCs3TE5SUW96RXNGQm9MckJuMTJOa21MeTl6aFU2ZGJteVBcL2Nsa0hISjU5cjlHZW9RbnQrdTRjbWxFTGxweDY4em1tbnRXbTUifQ%3D%3D

http://venturebeat.com/2016/06/16/the-state-of-bots-11-examples-of-conversational-commerce-in-2016/


Eric Michiels


In case there is no time for the live demonstration...


Conversation Modelling with Watson Conversation Service

• Q: Hi! Do you know

where is the train

station?

• A: Excuse me?

• Q: I asked you how to

get to the train station!

#find_a_place

@transport_landmark


Modelling and Testing of a Dialog


Watson Conversation Service

• Integrated dialog builder allows SMEs to easily construct dialog flows for Chatbots

• Allows to create conversation experiences across any channel (e.g. mobile,

messaging, IoT, and more)

• An API for Developers or Technical LOB that want to BUILD a Chatbot from the

ground up

• Combines intents, entities and dialogs into a seamless experience

Includes:

• Cloud delivery with continuous new

features

• Code samples

• Software Development Kits (SDKs)

• Multi-Lingual capabilities

• Enterprise-readiness

• Access to a broad set of platform

services that can augment

conversational use cases

Using Watson Conversation Service

in a nutshell

• Create Workspace in WCS instance

• Train WCS to recognize user input:

✓ Intents

✓ Entities

• Create Workflow of the Dialogue

• Test the Dialogue

• Wall Workflow from application using

REST API


Eric Michiels


Thank you for attending ...

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