19. “Just this week, Facebook said it was “refocusing” its use of AI
after its bots hit a failure rate of 70 percent,
meaning bots could only get to 30 percent of requests without
some sort of human intervention.”
“I would call it overpromising,” said CP+B executive creative tech director Joe Corr.
“Brands that created bots with a structured request or utility like Domino’s or in retail
were easy. But bots that tried to break out of the utility and be
chatbots became the problem.”
22. Voice Conversation vs. Chat
Conversation
• Things in common:
– Logical structure of a conversation (flow)
– Need to define a domain
• I can help you with A, B, C.
– Error recovery
• If caller / user goes off topic
– Conversational maxims
• Differences
– Written convention vs. spoken convention
23. Structured Conversation vs.
Unstructured Conversations
• Structured conversations
– Specific goal in mind
– Enterprise-type bot
– Self service, tech support, account
information
• Unstructured conversations
– Broader goals – I can help you with anything!
– Personal assistants?
24. Voice Conversational Model: Beginning
NL Level 1:
Open Ended
Question
• Hi, how may I help you
today?
• I’m calling about a
problem with my phone.
• Sure, what kind of
problem are you
having?
• I don’t seem to have
any internet.
• I can help you with that.
Are you calling about
the Apple iPhone 6 that
you have on your plan?
• Yes
NL Level 2:
Identify Problem
Directed Dialog:
ID Phone
Implicit: ID Caller
25. Chat Conversational Model: Beginning
NL Level 1:
Open Ended
Question
• Hi, how may I help
you today?
• I have a prob w/
phone
• Sure, what kind of
problem?
• No internet connectin
• OK. Is that about the
Apple iPhone 6 you
have on your plan?
• Yep
NL Level 2:
Identify Problem
Directed Dialog:
ID Phone
Implicit: ID Caller