The talk was given at DDD Reading (http://developerdeveloperdeveloper.com/) on 10th of June 2017.

1. Sponsors

2. Using Machine Learning and Chatbots
to handle 1st line Technical Support
Barbara Fusinska
@BasiaFusinska

3. About me
Programmer
Machine Learning
Data Solutions Architect
@BasiaFusinska
https://github.com/BasiaFusinska/TechSupportChatBot

4. Agenda
• What is a chatbot?
• Why would you use it?
• How to build a chatbot?
• What are available tools?
• How to apply AI in a chatbot?

5. What’s a chatbot?

6. Turing Test:
Man vs the Machine

7. The Translator

8. The companion

9. Why would
you need a
machine on
the other
side?

10. Production
Chatbots
• Customer Service / Tech
Support
• FAQ
• Scripted scenarios
• Forms replacement
• Online ordering

11. Chatbot Architecture
Receive & Send
Messages
Process Message
System Integration

12. Chatbot
Platforms
Overview
• Microsoft’s Bot Platform
• Facebook’s Bots for Messenger
• Rebot.me
• Imperson
• ChatScript
• Pandorabots

13. UseCase:ITCrowd
AnsweringMachine

14. “Hello”
“Hi, something’s
wrong with my
computer”
“Hello, IT?”
“Have you tried to
turn it off an on
again?”
Turning off
worked
“You are welcome
then”
“No, no, I will do
that. Thanks.”
YES
“Is it definitely
plugged in?”
NO
“Yes, tried that and
nothing happens!”
USER CHATBOT

15. <<anything>>
<<anything>>
“Hello, IT?”
“Have you tried to
turn it off an on
again?”
Turning off
worked
“You are welcome
then”
<<anything
containing “no”>>
YES
“Is it definitely
plugged in?”
NO
<<anything
containing “yes”>>
USER CHATBOT

16. The IT Crowd Answering Machine
Demo

17. Scripted
solutions
• Conversation order
• Going off script
• Information retrieval
• Closed list of answers
• Regular expressions

18. Chatbots without machine learning

19. Natural
Language
Processing
• Information Extraction
• Guessing the context
(Intents)
• Retrieving data (Named
Entity Recognition)
• Creative Machines

20. Classification problem
Model training
Published model

21. Classification problem in NLP

22. Applying Artificial Intelligence
Receive & Send
Messages
Process Message
System Integration
AI

23. LUIS

24. “Hi, something’s
wrong with my
computer”
“Have you tried to
turn it off an on
again?”
Already
advised
“Great, and what is
the result?”
“No, I will try it
now.”
YES
“Ok, noted. We
should schedule
the repair”
NO
“Yes, tried that and
nothing happens!”
USER CHATBOT
Not Working
Not Working
Try
“That’s great. You
are welcome then”
“I’ve just tried it
and it worked!”
Worked

25. Applying Intelligence to the Chatbot
Demo

26. Bot Framework
Challenges
• Training process
• Script vs Intents
• Classification errors
• Common phrases
• Hello/Goodbye
• Yes/No

27. Bot connector

30. Keep in touch
BarbaraFusinska.com
@BasiaFusinska
https://github.com/BasiaFusinska/TechSupportChatBot