I // THE START STUDENT SERVICES Chatbot Digital Self-Service FAQ - PowerPoint PPT Presentation

I // THE START

STUDENT SERVICES

Chatbot Digital Self-Service FAQ Knowledge Base General Enquiry Management Self-Service Kiosk for E-Enabled Services Tier 1 Student Peer Advisors Tier 2 SSH Advisors "The focus of student-centred services is Tier 3 to ensure that each student's 'touch point' Specialists with the institution provides the quality, accuracy, and responsiveness expected by today's students," Darlene Burnett, Flipping the touchpoints Planning for Student Services: Best Practices for the 21st Century

Short responses to avoid TL;DR in users Chatbot to have a personality Knowledge of existing 700+ FAQs FAQ owners maintain the questions independently Design Aim for the Chatbot

SmooSmoo

CONTENT EDITING CUSTOMISATION WEB SERVICES

QUESTION with variants

SHORT ANSWER

PROGRAM, KEYWORDS,

CATEGORIES

SENTIMENTS

CONFIDENCE PREFIXES

WELCOME MESSAGES

JOKES

USERS RS Sentiment Analysis Emotion Detection API API Translation Spell-check SMOO REAL-TIME UPDATES Keyword extraction Natural language processing DynamoDB Managed noSQL fast database Distributed, RESTful search and Plugin with visualization capabilities for WEB CONTENT ENT MANAGE GEMENT ENT analytics engine content indexed SYSTEM SEARC RCH & I INDEX EX LO LOGGIN ING MANAGE GE INDEX EX MANAGE GE KNOWL OWLEDGE EDGE BASE & F FAQ AQs RETRIEVE VE CHAT RESPONS ONSE IMPRO ROVE E RESPONS NSE

Translation Spell-check

Student Services Centres Conference HighEdWeb Annual Adelaide, Australia 13 - 15 June 2018 Conference Sacramento, CA, USA 21-24 Oct 2018 Improving Digital Marketing & Customer Experience with AI, Advanced Analytics and Chatbots Marina Bay Sands, 15 - 16 Aug 2018 Nanyang Polytechnic, 26 Sep 2018

The experience was great as I was able to get information for most of my queries. The chatbot will also provide a source link for us in case we need more information. SINGAPORE MANAGEMENT UNIVERSITY UNDERGRADUATE LINDA BOEY on its chatbot, AskSmooSmoo, launched in February

II // PRESENT

Search & Analytics Engine Question & Answer Technology Keyword query Takes questions in natural language Ranked in keyword relevance Driven by machine learning & NLP Finding an answer Understand, then respond

UNDERSTAND INTERACT SEARCH https://www.aaai.org/Magazine/Watson/watson.php DISCOVER

I want to go to Paris INTENT ENTITY #bookflight @destination @date @pax @airline

IBM WATSON ASSISTANT WORKSPACES

INTENTS

ENTITIES

DIALOGS

USERS RS Sentiment Analysis Emotion Detection API API Translation Spell-check SMOO REAL-TIME UPDATES Keyword extraction Natural language processing DynamoDB Plugin with visualization capabilities Distributed, RESTful search and Managed noSQL fast database WEB CONTENT ENT MANAGE GEMENT ENT for content indexed analytics engine SYSTEM SEARC RCH & I INDEX EX LO LOGGIN ING MANAGE GE INDEX EX MANAGE GE KNOWL OWLEDGE EDGE BASE & F FAQ AQs RETRIEVE VE CHAT RESPONS ONSE IMPRO ROVE E RESPONS NSE

USERS RS SMOO REAL-TIME UPDATES CUSTOM FAQ AQ UPDATE TE WEB APPLIC PLICATI TION ON MANAGE GE INTENT ENTS & DIALOGS LOGS RESPOND ND & MACHINE E LEARNI NING NG

LESSON 1 // Show what’s on offer

LESSON 2 // Offer an escape route

LESSON 3 // Indicate the answer source

Enriching SmooSmoo with knowledge in IT Help, Admissions Improving in Watson for examples, entities, context Working with business users for conversation pathways CURRENT WORK & CHALLENGES

III // FUTURE

As President, I believe that robotics can inspire young people to pursue science and engineering. And I also want to keep an eye on those robots, in case they try anything. BARACK OBAMA FORMER US PRESIDENT

If you work like a robot, you will be replaced by a robot. In this era we must be "more re human ” than ever - in anything we do. O NG YE KUNG EDUCATION MINISTER

Scaramouche, Scaramouche USER t Will you do the Fandango? Cleverbo Thunderbolt and lightning USER t Very, very frightening me Cleverbo Galileo USER t Galileo. Galileo Cleverbo Cleverbot // Loebner prize 2010 finalist

You know why they call it an Xbox 360? USER t Why? Cleverbo Because when you see it, you turn 360 degrees and USER walk away t No because then you would be facing it and that Cleverbo would be unfunny Cleverbot // Loebner prize 2010 finalist

5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION EMO TIONS & SENTIMENTS

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION EMO TIONS & SENTIMENTS G ETTING CO NTEXT RIGHT

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION EMO TIONS & SENTIMENTS KNO W HO W & PLATFO RMS USABIL I TY G ETTING CO NTEXT RIGHT

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION BOTS W O RKING EMO TIONS & VERYW HERE, TO G ETHER SENTIMENTS KNO W HO W & PLATFO RMS USABIL I TY G ETTING CO NTEXT RIGHT

NATURAL LANG UAG E PRO CESSING 5 D I MENSIONS BOTS SHO ULD EVOLVE FO R MAINSTREAM ADO PTION BOTS W O RKING EMO TIONS & VERYW HERE, TO G ETHER SENTIMENTS KNO W HO W & PLATFO RMS USABIL I TY G ETTING CO NTEXT RIGHT

I HL CHIEF I NFO RMATIO N O FFICER FO RUM

I HL CHATBO T I NTER O PERAB I L I TY FO RUM

THANK YO U