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TRUST and EXPLAINABILITY
OSWALD, an inside view
PARTENA CASE
TRAIN INTERFACE
BOT BRAIN
CONFUSION MATRIX
TEST CASES
STATISTICS
HUMAN TAKEOVER
”I want to go to Paris in two weeks”
CHATBOTS
OSWALD
Real quick!
Intent
+
Entities
+
Context
=
Response
I want to go to Pa...
CHATBOTS
OSWALD
In Oswald
Intent
+
Entities
+
Context
=
Response
CHATBOTS
OSWALD
In Oswald
Intent
+
Entities
+
Context
=
Response
CHATBOTS
OSWALD
In Oswald
Intent
+
Entities
+
Context
=
Response
PARTENA CASE
OSWALD
Disclaimer
Sorry no data on Partena in this presenation!
But we will show you the tools they have
avai...
PARTENA CASE
OSWALD
Before
Call center with information in large CMS
system.
Customers with a question immediately end
up ...
PARTENA CASE
OSWALD
Then
Right.
Let’s automate!
Synchronize CMS with Oswald!
Works! Gaining understanding of the user.
But...
PARTENA CASE
OSWALD
Now
In control.
Clear flows, understand why the chatbot
behaves as it does.
Integrate with backend sys...
TOOLSUITE
TRAIN INTERFACE
OSWALD
Try out and unanswered
Enter some text here and see how the bot
understands your input.
Also find i...
BOT BRAIN
OSWALD
Have a look at how Oswald
THINKS!
What are the intent and the entities it
understood?
What was in context...
BOT BRAIN
OSWALD
BOT BRAIN
OSWALD
BOT BRAIN
OSWALD
BOT BRAIN
OSWALD
CONFUSION MATRIX
OSWALD
What confuses your bot?
Train your bot on 80% of training sentences
Use the other 20% as input and...
TEST CASES
OSWALD
Trust that your chatbot
handles changes
When retraining intents
When adding rules to scenarios
When modi...
STATISTICS
OSWALD
How do your users actually
use your chatbot?
What intents are used?
What scenarios?
What tags?
Load?
STATISTICS
OSWALD
HUMAN TAKEOVER
OSWALD
When your bot needs a
hand
View and filter conversations
Take over from the bot when things go wrong...
HUMAN TAKEOVER
OSWALD
HYBRID CLOUD / ON PREM
OSWALD
TRUST
OSWALD
Make humans feel safe
from the scary robot…
Bot vs. Human
Ask consent
Anonymize your data
Send transcriptions...
DEMO
OSWALD
Thank you
OSWALD
Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of ...
Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of ...
Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of ...
Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of ...
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Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of Oswald, at the Trustworthy and Ethical AI Conference on Feb 13th, 2020

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Chatbots and conversational interfaces are taking over customer service departments by storm. In many companies, they provide first-line support to customers. Based on the Partena Ziekenfonds business case, Karel Kremer shares a few critical success factors...

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Building Trust and Explainability into Chatbots: the Partena Ziekenfonds Business Case, presented by Karel Kremer, CTO of Oswald, at the Trustworthy and Ethical AI Conference on Feb 13th, 2020

  1. 1. TRUST and EXPLAINABILITY
  2. 2. OSWALD, an inside view PARTENA CASE TRAIN INTERFACE BOT BRAIN CONFUSION MATRIX TEST CASES STATISTICS HUMAN TAKEOVER
  3. 3. ”I want to go to Paris in two weeks” CHATBOTS OSWALD Real quick! Intent + Entities + Context = Response I want to go to Paris in two weeksDestination:Paris Date:2020-02-27 intent: Plan Trip Context: - name: John Doe - Means: Flight - Location: LA, CA Ok John, here are some flights you might like…
  4. 4. CHATBOTS OSWALD In Oswald Intent + Entities + Context = Response
  5. 5. CHATBOTS OSWALD In Oswald Intent + Entities + Context = Response
  6. 6. CHATBOTS OSWALD In Oswald Intent + Entities + Context = Response
  7. 7. PARTENA CASE OSWALD Disclaimer Sorry no data on Partena in this presenation! But we will show you the tools they have available J
  8. 8. PARTENA CASE OSWALD Before Call center with information in large CMS system. Customers with a question immediately end up with the helpdesk Helpdesk manually takes customers through the flows defined in CMS
  9. 9. PARTENA CASE OSWALD Then Right. Let’s automate! Synchronize CMS with Oswald! Works! Gaining understanding of the user. But little control, different medium, …
  10. 10. PARTENA CASE OSWALD Now In control. Clear flows, understand why the chatbot behaves as it does. Integrate with backend systems. And adapt to the user.
  11. 11. TOOLSUITE
  12. 12. TRAIN INTERFACE OSWALD Try out and unanswered Enter some text here and see how the bot understands your input. Also find input sent by your users that hasn’t been handled as it should. Filter by problem type, intent score, archive status View brain and takeover
  13. 13. BOT BRAIN OSWALD Have a look at how Oswald THINKS! What are the intent and the entities it understood? What was in context? How did the response it gave change that? Any tags in the session? Which response did it give?
  14. 14. BOT BRAIN OSWALD
  15. 15. BOT BRAIN OSWALD
  16. 16. BOT BRAIN OSWALD
  17. 17. BOT BRAIN OSWALD
  18. 18. CONFUSION MATRIX OSWALD What confuses your bot? Train your bot on 80% of training sentences Use the other 20% as input and examine the results. This can be a measure for how well your bot will perform on new input. Which intents are too much alike, which simply need more training sentences?
  19. 19. TEST CASES OSWALD Trust that your chatbot handles changes When retraining intents When adding rules to scenarios When modifying critical responses
  20. 20. STATISTICS OSWALD How do your users actually use your chatbot? What intents are used? What scenarios? What tags? Load?
  21. 21. STATISTICS OSWALD
  22. 22. HUMAN TAKEOVER OSWALD When your bot needs a hand View and filter conversations Take over from the bot when things go wrong How did the user get here?
  23. 23. HUMAN TAKEOVER OSWALD
  24. 24. HYBRID CLOUD / ON PREM OSWALD
  25. 25. TRUST OSWALD Make humans feel safe from the scary robot… Bot vs. Human Ask consent Anonymize your data Send transcriptions Forget Me
  26. 26. DEMO OSWALD
  27. 27. Thank you OSWALD

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