[DEV5106] chatbots best practices and design patterns
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Code One session 2018
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[DEV5106] chatbots best practices and design patterns
- 1. Chatbots Best Practices & Design Patterns… @iamsoham@rsantrod
- 2. Intent Separation Entity Definition Multi-language Error Handling Bot training Instant apps Channel agnostic design Personas Flow-chart approach Multi-bot approach Custom component approach Best Practices Design Patterns
- 3. • Cloud & Mobile Solution Specialist • Oracle ACE • Blogger (www.rsantrod.com & blog.avanttic.com) • Cloud and Mobile Consultant • UI Designer & Architect • Oracle ACE Associate • Tech Enthusiastic • Blogger & Writter (http://adfjava.blogspot.in/)
- 4. • The architecture and functionality of the Oracle Mobile Cloud enterprise • Build RESTful APIs using Oracle ADF BC as REST, and with Node.js • Deploy web services on Java Cloud Service and Application Container Cloud Service • Integrate different systems and building Mobile ready APIs using Mobile Cloud • An overview of Oracle JavaScript Extension Toolkit • Build hybrid applications using Oracle JavaScript Extension Toolkit • Create mobile-first Uis using zero- code platforms: Oracle VBCS and Oracle MAX • Build a Chatbot for your enterprise using Oracle Intelligent Bots Cloud Service
- 5. Chatbot terms I want to request an appointment for tomorrow at 12 Utterance Intent Entity
- 7. Best Practices: Intent separation Intent 2 Intent 1 Intent 3 Intent 4
- 8. Best Practices: Intent separation
- 9. Best Practices: Intent separation Intent 2 Intent 1 Intent 3 Intent 4
- 10. Best Practices: Intent separation
- 11. Best Practices: Entity definition
- 12. Best Practices: Entity definition
- 13. Best Practices: Entity definition I want a medium thin pepperoni pizza Size Crust Type Pizza
- 14. Best Practices: Bot training
- 15. Best Practices: Bot training
- 16. Best Practices: Bot training
- 17. Best Practices: Multi-language Detect user’s language: translation services
- 18. Best Practices: Multi-language Answer in user’s language
- 19. Best practices: Error handling
- 20. When you don’t need a chatbot • Mid/High Volume Search Activities • Form-filling • Login • Command Driven Activities
- 21. Best Practices: Instant Apps
- 22. Best Practices: Instant Apps
- 23. Best Practices: Channel agnostic design
- 24. Design Patterns
- 25. Bot – What & Who WHAT • Pizza • Home Automation • Retail • Leave/Timesheet • HR - Queries • IT Service Desk WHO • Age group • Employee • Public • Channel • Automation • Bot
- 26. Bot – Personas – Know your User Slightly older 3 kids Not so tech-savy Not a mulit-tasker ~Hardworker
- 27. Bot – Personas – Know your User Slightly older 3 kids Not so tech-savy Not a mulit-tasker ~Hardworker Middle aged ~1 kid Average tech-savy Finds his way around Hardworking
- 28. Bot – Personas – Know your User Slightly older 3 kids Not so tech-savy Not a mulit-tasker ~Hardworker Middle aged ~1 kid Average tech-savy Finds his way around Hardworking Young Extreme tech-savy Well informed Easily distracted Excited about new stuffs
- 29. Channel - Selection Chat Channel Properties FB Messenger > 1.2 Billion active users. WeChat > 1.1 Billion active users. In Web Most accessible In App custom mobile app Slack Enterprise messaing, Collaboration tool. Used extensively in DevOPs Skype 4 Business Enterprise messaging Alexa, Google Home Audio device Telegram Dominant chat in some markets. Text Most used and most accessible. Limited interaction UI. Texts costed.Txt
- 30. Design Patterns: Flow-chart approach I have been scammed in marktplaats When/How File a report Someone broke into my house When/Where File a report My car is stolen When/Where File a report Intents Entities F L O W
- 31. Flow Chart Approach Advantages • Requirement refinement • Bot’s boundary definition • Intent identification • Initial set of utterence definitions • Entity identification • API definitions • Flow overview definition
- 32. Multi bot approach • Respond in user’s preferred language • Keep dialog flow same • Add languages easily
- 33. Multi-bot approach Detect Language setVariable Master Bot MyBot_nl MyBot_es MyBot_de
- 34. Design Patterns: Custom component approach • Bot Flow is comparatively small • Only NLP and Entity matching is used • Strong integration with Backend • Business logic intensive flow • Flexibility in bot platform • Wit.ai, Api.ai Intent Match Component A Component B Component C
- 35. Bot Maturity Model Interaction Intelligence Integration Level 1 Level 2 Level 3 API queries Simple Q&A One Language One Channel Word based rules Menu based Human to bot interaction Links for more information Self learning Multi person Case Process interaction Bot-to-bot interaction Conversation intelligence B2B Conversation listening Historic analysis API transactions Multi channel Multi language Line based intelligence Training of NLP model Bot initiates conversation Event producing API intelligent queries Mood detection Context from channel State machine Human Handoff GEO
- 36. Conclusions
- 37. Conclusions • Separate Intents • Define Entities • Use Batch/Run Report Regularly • Use Translation Services and Resource Bundles • Draw some flow diagrams • Define the boundaries • Take care of channel-agnostic features • Keep the flow fexible
Notes de l'éditeur
- Introduce the terms we are going to talk about: Intent, utterances, entities. Maybe channel
- Separate intents. Check out for utterances overlap Use batch testing when new intent is added Mixing of different languages within the same bot
- Separate intents. Check out for utterances overlap Use batch testing when new intent is added Mixing of different languages within the same bot
- Separate intents. Check out for utterances overlap Use batch testing when new intent is added Mixing of different languages within the same bot
- System entities when possible Custom entities can be defined
- Regex enties
- Composite entities to define sub entities
- Normal training
- Batch training
- Batch training
- Option 1: translation services
- Option 2: soham post
- Resource bundles
- Intent detection possibilities -Multi-bot: only will name it as you will explain it -Tanslations services
- One doesn’t need chatbot. Think before you suggest chatbot as a solution to clients. It is innovative and cool but it is not supposed to solve all the problems in the world. Some of the things for which might not be the answer : Login activity Form filling activity Mid/High volume Search activity Command driven activities for example smart home systems,
- Use for things that chatbot is not meant for, i.e., login, filling forms etc. Use instant apps for these purposes. https://docs.oracle.com/en/cloud/paas/mobile-suite/develop/instant-apps1.html#GUID-FD89D2F1-CEA4-4AB5-BFFF-77E5294ABCB4
- Use for things that chatbot is not meant for, i.e., login, filling forms etc. Use instant apps for these purposes. https://docs.oracle.com/en/cloud/paas/mobile-suite/develop/instant-apps1.html#GUID-FD89D2F1-CEA4-4AB5-BFFF-77E5294ABCB4
- Dont use card layouts, global links, location components. (for example WeChat doesn’t support that) Specific properties in user object can vary from channel to channel, don’t design bot based on it.
- Requirement refinement Bot’s boundary definition Intent identification Initial set of utterence definitions Entity identification Custom component requirements Flow overview definition
- Reusability Develop-once Use everywhere Agile approach Extend your bot’s capabilities