in learning & development chatbots · deep(er) conversation modeling a conversation tree in...
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Chatbots in learning & development
What we can learn from chatbots?
Outline
Chatbots?
What are they?
How do they work?
Are they really smart?
Use cases
What are successful
business cases for bots?
What are the factors for
success?
What can I learn from chatbots?
Chatbots
The Virtual Assistant race
Arnon grunberg
How they work…or don’t
Dialog Manager NLP engine(Intents + entities)Messaging
Responses
Actions Memory
System integration
Structured knowledge
Dialog design / copy Microsoft CortanaIBM WatsonAmazon Lex
Who is the author of this article?
Word2Vec
Shallow conversations
In Dialogflow state is managed via context
By default this state live 5 turns but it’s advised to
set the lifetime to 1 turn
This means the agent has little knowledge of
previous conversation
Leading to shallow conversations and user
frustration
Deep(er) conversation
Modeling a conversation tree in Dialogflow
requires stitching together multiple intents via
input and output context.
Most companies end up building a bespoke dialog manager to manage Dialogflow context.
Going off-topic
Users don’t follow the happy path you designed
for them and often go off topic.
Dealing with these dynamic conversations
requires you to keep track of the conversation
state
Goal
Off-topic
Scope
Even with a limited scope
you will have to account
for a lot more than you
think
What peoplesay
What peopleexpect
What youmodeled
Sorry, I don’t understand
Use cases
Success of chat
hours/days
background
ceremony
spam
📞 Phone
instant*
disruptive
chatty
$5-15/call
💬 Chat
minutes
on notification
to the point
there
Use cases
Customer Support
24/7/365
60% simple Questions
Actually solve issue
@ scale
Marketing & Sales
Where customers are
Permissive marketing
“In the moment”
Support is sales
Assistants
Take the bot out of the
human
onboarding
Proactive
Billie van bol.com doet 45% klantcontact
Billie was in zijn eentje goed voor het werk van
225 FTE op de klantenservice
https://www.emerce.nl/nieuws/billie-van-bol-com-doet-45-klantcontact
“ Chatbots Will Make The Future of Customer Care ‘Extremely Proactive’
https://aibusiness.com/chatbots-klm-interview/
Case: Horecava
Roos | virtual event hostess
“Roos acts as a virtual hostess to Horecava: providing hospitality and driving engagement through a personal conversational interface”
Goals:
- Provide a more convenient registration experience (especially on mobile)
- Give events a more personal (inter)face- Help with event onboarding: increase
engagement and reduce no shows- Answer common questions 24x7 quickly
Hi, NielsKan ik je helpen?
Progressive Web App
https://horecava.app
Questions Planning NewsRegistration
Tapas
Timed, bite-size-content
Event
Practical tips, ticket
Inspiration, planning
Campaign Pre-registration Registration Onboarding
5% Open rate
50% Engagement
21.308 Visitors
16.932 Active users
2.095.984 Messages
make it easy for customers to get their problem solved painlessly and quickly
L&D cases?
1:1 tutoring @ Scale
Holy grail for learning; providing a 1:1 tutoring
personalized training @ scale
✅ Chatbots are patient / repeat ∞
✅ No shame, pressure
❌ High investment
❌ Deep conversations
Learning on the job
Integrate bots into the daily work, good
examples is a customer service agent that gets
suggestions from a chatbot on what to reply
✅ Suggestion instead of auto-reply
✅ In the flow of work, efficiency
✅ Learning works both ways
❌ Don’t get in the way (Microsoft Clippy)
Teaching Assistant
Everything around learning: Course
information, enrollment, advice on courses,
reminders, notification
✅ Chatbots are good at keeping schedule
✅ Personal enrollment, human augmentation
✅ Notifications, reminders
❌ Too strict / Ethics
Habit forming
Chatbot to provide coaching / repeat material
in short-form (Tapas) The best way to learn
something is to repeat it for at least a month
(Spaced interval learning)
✅ Keep people motivated
✅ Micro learning
❌ Spam
Role playing
Best way to learn is by actually “doing it” playing
out a scenario
✅ Playful way to apply learnings
✅ Chatbots are patient / repeat ∞
❌ Deep conversations
Duolingo chatbots
Arnon grunberg
How can I use a chatbot in my L&D practice?
