chatbots - what, why and how? - beerud sheth

Chatbots – What, Why and How?AIWTB

Sep 2016

Personal Intro

(now Upwork)

Agenda• What is a chat bot?• Why is everyone talking about bots?• How do you build a chat bot? • Demo

Once-in-a-decade paradigm shift

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80s 90s 00s 10s

Everyone uses messaging!Big 4 social networks• Twitter• Facebook• LinkedIn• Instagram

Big 4 messaging apps• WeChat• Viber• WhatsApp• FB Messenger

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What’s unique about bots?• No download! (server side software)

• Easier to build, upgrade and maintain• In messaging app

• Popular platform• Conversational interface

• Natural interactions• Private conversation threads

• Maintains context

Apps vs Bots• App fatigue - Users don’t like downloads• User acquisition costs are high• Only short-tail apps popular• Context is retained• High cost of

• development• upgrade• marketing

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Enormous potential for NLP + AI

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• Extract meaning out of the user statements (Entity and Intent)

• Search and pull out content based on the query (Semantic Search)

• Context and personalization (Recommend based on history)

Scope & Context• Scope

• Limit the scope of the bot where possible• Intelligence is evaluated wrt scope• Least user effort to accomplishing the task

• Maintain user context• Auth is implied and instant• History is right there• Personalization: “Usual”• Context: “Why did it happen?”

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Bot-to-bot communication

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• Bot development (plug-and-play)• Bot interactions (e.g. ecommerce)• Bots are the new APIs

Every brand & every business is building a bot strategy

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Building bots?

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© Copyright Gupshup 2016

Huge space emerging for critical enabling technologies

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Payment / Ads / NLP Horizontal Services

Bots

Bot-to-bot communication

Search & Discovery

Infrastructure

X-platform APIs

Messaging Channels

Users

Web analogs

Paypal / Ad Networks

n/a

Google

AWS

http / html

Browser

Standards / Specs

For humans For bots

Dev / QA Hosting Monitor Analytics

X-platform / Smart

Channel-specificChannel APIs

E-commerce, content, enterprise, vertical-specific

© Copyright Gupshup 201614

Payment / Ads / NLP Horizontal Services

Bots

Bot-to-bot communication

Search & Discovery

Infrastructure

X-platform APIs

Messaging Channels

Users

Web analogs

Paypal / Ad Networks

n/a

Google

AWS

http / html

Browser

Standards / Specs

For humans For bots

Dev / QA Hosting Monitor Analytics

X-platform / Smart

Channel-specificChannel APIs

Ecommerce, content, enterprise, vertical-specific

Horizon 3

Horizon 2

Current features

Gupshup offers tools for bot building

© Copyright Gupshup 2016

Gupshup offers tools for the entire bot lifecycle

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DEMO