Chatbots — A Beginners Guide

Hi everybody and my they’ll see I’m a cloud architect at Oracle and I’m going to give you a very brief introduction to chapels for those people in the audience or listening online who have never come across it before or perhaps got some questions about what it is chat is the new email and […]

Hi everybody and my they’ll see I’m a cloud architect at Oracle and I’m going to give you a very brief introduction to chapels for those people in the audience or listening online who have never come across it before or perhaps got some questions about what it is chat is the new email and as I’m sure most people have noticed over the last few years messaging and chat applications have really you know come to the fore most Millennials or people who are slightly older tend to use chat rather than email now suppose it’s a sign of your age how you communicate with your friends and family and if you’re certainly below 20 it’s certainly going to be something like snaps snapchat or whatsapp or something like that and one of the reasons why chat or messaging has become so prevalent is that it’s a natural form of communication if you’re using it from a mobile application it works seamlessly from a mobile platform the other thing is that you know messaging and chat has come a long way since SMS messages and there’s a lot of context and a lot more features these days that you can use so typically with a messaging application you know messing application will know who your friends are it will have other context like the location except to be able to send other types of media like videos etc it’s quite different from how chat was five or ten years ago so what a chat box you know obviously everybody knows now that messaging working didn’t already a messaging is probably one of the most popular forms of communication for certain younger generation well chat box really are our virtual users virtual assistants for communicating via messaging or chat so a chat bot is literally a program which communicates to a user through messaging or a chat interface its conversational you don’t really issue commands and it gives you a response you talk to it as you would a normal person and typically chat BOTS argue in particularly use-case provide a particular service or focus on answering particular types of questions so for example here’s a sort of typical conversational commerce type interaction you might have with the chat bot Lara on the on your right hand side as works and sales and it’s just change roles and she’s going to be using a chat bot to actually order some new business cars to reflect the new role she’s got so the type of conversation she might have is fairly freeform it’s not totally freeform but these are the type of interactions you’d expect with a chat bot she’s not issuing commands she’s typing in what she wants to do so her her interaction is in the blue on the right hand side and because she’s interacting with a chat bot which has context it knows who she is it knows what she wants to do to an extent it can provide intelligent answers and it makes the whole interaction a lot more simple a lot a lot slicker than it would be for instance if you’re going to a an application which you’ve perhaps never never used before having to navigate various screens having to go to download it for instance so it can ask things like you know I notice that your role has changed in the HCM system would you like to use your new role in your new business cards it gives the opportunity to say yes or no and then it also you know I said would you want me to place the order now we’ve modified the business card for you do you want me to place the order and send them to you she answers affirmatively and then obviously it gives her the opportunity to say where she wants the business cards to be sent to the whole process is very quick very simple very easy to do she hadn’t had to log on to any specific applications and had to learn how to use any particular applications and she’d be able to use of a natural language really to perform the tasks evolving some new business cards this is a typical interaction you’d have with a chapel that forms a business specific task and what you’re trying to get away from really with chat box is the traditional user interface you’d see with applications where you ask to issue commands which are very machine centering so chat BOTS move away from that and make it a more natural experience and with that they bring some other concerns there’s no such thing as a free lunch you know you make it easier to use but then you introduce other things when you’re dealing with an application which is screens and menus and things like that it’s very passive when you introduce a chat bot you actually feel like you’re talking to someone you feel like they have a personality there other things come into play for instance you know you have to think about the customer sentiment certain tasks may not be suitable for a chat bot if you have a chat bot the for instance feels with complaints you have to start thinking about how the customer are going to react how should I respond appropriately you know there are all sorts of different things you need to start thinking about and equally you might want to give your chat bar personality many people who have chat BOTS give them names and in a sense they’re trying to make them appear like an actual person though they’d be the sort of the usual practice really with chat bots is to be very upfront with users to tell them that you know this is a machine you’re talking to not a person but inevitably people you know they start to think the actual even though they know it’s an actual machine they’re talking to they tend to assume that it’s like actually are talking to a person but you can do clever things you can you know maybe if you’ve got some context about the person you’re you’re communicating with maybe you’ve changed your style of conversation appropriately they maybe use their demographics to be more relaxed if they younger maybe more formal if they’re older maybe the type of conversation you’re having requires a different type of personality there are all sorts of things like this but there’s some very useful things as well you have an audit trail of what went on you capture all that information so later on you can perhaps use that if need be to rectify any any sort of missed communications or track things for sort of it one of the other things that’s led to the rise of chatbots and increased interest in them is the increased interest in artificial intelligence so as well as providing a simple user interface to have a conversation to achieve some tasks the improvements or the greater availability of toolkits and services around artificial intelligence have helped develop very simple messaging application to make them much more sophisticated and two areas of artificial intelligence which played a big role in this a natural language processing and machine learning and my colleague GERD afterwards will go into these in a bit more detail but in essence what those two areas of artificial intelligence allow you to do is to break apart the conversation or the questions that a person is asking to find out what part of that text are important and to determine what their intent is from that to serve up appropriate answers so it allows you to to have that conversation because you deduce from what they’re saying what they actually want you to what you want to do what information they want from you and of course chat bots are great and you know it can actually be quite fun talking to a chat bot rather than just typing in – clicking on menus etc and you know especially people give chat BOTS personalities you know it’s a slightly more interesting experience than just you know clicking on menus etcetera but there are times when no matter how good the artificial intelligence which sits behind a chat bot is they’re going to sort of run out a row the questions become more ad hoc or more complicated or the chat bot starts to ask things which you know it just the application was never designed to deal with and at that point you need to really hand off to a real person and that process of actually interacting with someone via chat and then handing over to a real person to a real service representative to deal with customer questions needs to be as seamless as possible you need to pass the context on so that the person doesn’t have to go and ask the customer you know what they wanted again so they have to go through the whole rigmarole of explaining their problem and number of our customers we’ve actually integrated chat box for instance with the Oracle Service Cloud to make that experience completely seamless to a user they know that the for instance they’re being handed handed on to a to a real person but the experience and their perspective is very seamless and simple right that’s a very very quick overview of what chat bots are how you can use them and some of the technologies are involved I’m going to hand over to my colleague egg now and over to my colleague egg now and over to my colleague egg now and over to my colleague egg now and over to my con

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