Build an AI based virtual agent
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A ppt walk through build Alexa Skill and integrating it with ITSM Tools such as ServiceNow and Neva.ai.
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Build an AI based virtual agent
- 1. Build an AI based Virtual Agent Ashish Twitter: @ashish_fagna
- 3. Chatbot to Voice Assistants
- 4. Gartner Observations : “Predicts 2017 - Artificial Intelligence” By 2019, more than 10% of IT hires in customer service (ITSM) will write scripts for bot interactions. Organisations using Artificial Intelligence based systems would achieve four time more often than others. (4X) By 2020, 20% of companies would dedicate workers to monitor and guide neural networks. By 2019, startups would overtake Amazon, Google, IBM and Microsoft in driving the artificial intelligence economy with disruptive business solutions. By 2019, artificial intelligence platform services will cannibalise revenues for 30% of market-leading companies Source : http://www.gartner.com/imagesrv/media- products/pdf/rage_frameworks/rage-frameworks-1-34JHQ0K.pdf
- 5. Technology Trend : Virtual Assistants source: https://www.forbes.com/sites/gartnergroup/2017/08/18/future-trends-in-the-gartner-hype-cycle-for-emerging-technologies-2017/#7a5d20214b97
- 6. https://www.gminsights.com/industry-analysis/intelligent-virtual-assistant-iva-market Virtual Assistants Market Size Applications in Domains source: http://press.trendforce.com/node/view/2738.html
- 7. Virtual Assistants Market Size • Amazon Echo has 70% of Virtual Personal Assistant (VPA) Market. • Google home has 30% VPA Market. • Gartner suggests that VPA-enabled wireless speakers will generate $3.52BN in global revenue by 2021, up from $0.72BN in 2016. source: https://techcrunch.com/2017/08/25/putting-the-voice-assistant-speaker-craze-in-context/
- 8. Amazon Skills Market Size source: https://www.voicebot.ai/2017/07/02/amazon-alexa-skill-count-passes-15000-in-the-u-s/
- 11. Neural Networks• Neural networks, is a programming paradigm which enables a computer to learn from observational data • Deep learning, a powerful set of techniques for learning in neural networks • Neural networks and deep learning currently provide the best solutions to many problems in image recognition, speech recognition, and natural language processing.
- 12. Alexa Use Cases
- 13. Alexa Skills Kit (ASK) • Skills are the New App.
- 14. Alexa : Terminology Alexa, ask <<Invocation_Name>>, Whats the news ? Alexa, launch <<Invocation_Name>>, <<Intent>>
- 15. Add New Skill
- 16. Architecture : Alexa Skill Alexa Skill has two parts: 1. Configuration Data in Amazon Skill Developer Console (https://developer.amazon.com/edw/home.html#/skill) 2. Hosted Service hosted either on AWS Lambda or any other HTTPS secured web server (NodeJS) https://aws.amazon.com/lambda/
- 20. Demo Use-Case #1: Get Ticket Details from Service Now. “Alexa, ask Virtual Agent to tell me about incident number INC0010315”
- 21. ASK : Request Process
- 22. ITSM Tools • ServiceNow has succeeded by modernising the IT service management (ITSM) market through an innovative platform that is cloud-based saas platform and highly flexible. • Valuation more than $10B.
- 23. ITSM Automation Benefits source: https://servicematters.servicenow.com/2017/08/07/one-step-better-customer-service/ • Reduced need to depend on people, as best practices are clearly defined and ITSM automation is leverages technology to do the heavy lifting • Less people dependency brings greater cost savings • Significant reductions in human error • Accelerated and improved incident response process • Greater IT service delivery process, which improves both internal service levels and external customer
- 24. Demo Use-Case #2: Connect To Wi-Fi ( after mobile PIN verification). “Alexa, ask Virtual Agent to tell me how to connect to wi fi as a guest user” “Alexa, tell Virtual Agent My Mobile Number is +XX XXXX XXX XXX” “Alexa, tell Virtual Agent PIN Received is XXXX”
- 25. Neva.ai : Makes Human Agent Smarter ! • Neva developed an AI based decision engine that sits on ServiceNow. • Applying machine learning and natural language processing to automate customer service and support. • Is able to interact conversationally with requestors to answer any questions related to their self service issues. • Harness the power of historic ITSM data to answers customer requests faster.
- 26. Neva.ai : Makes Human Agent Smarter ! • Example 1: HR based Use Case, Neva makes context based recommendations that makes fulfiller accelerate the resolution of that case. • Example 2: Neva can also be used to predict values of certain fields for incoming new incident.
- 27. Neva + ServiceNow Source: https://www.youtube.com/watch?v=BPUtufb7Hz0
- 29. Demo Use-Case #3: Send Email to ServiceNow (Create new incident, neva.ai auto-maps this incident using AI & ML) “Alexa, ask Virtual Agent to send email to ServiceNow. The subject is laptop does not start and the body is I upgraded my laptop”
- 30. How Neva Makes Predictions ? • Neva machine learning models use supervised learning and a variety of algorithms to build ML models from historical data (incidents, user ticket history, user geography, etc.) • Neva uses a neural net but compare prediction accuracy across several algorithms simultaneously and use the best-performing one.