I’m building a chatbot builder that allows users to drag and drop boxes with expressions, intents, and responses that later gets summarized into a JSON file for the backend server to process and create the chat bot. Assuming the NLP stuff and bot creation process is all done already (i.e if you feed it a JSON it spits out a chatbot), is there an open source library or framework for creating that tree structure + drag and drop model?
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Implementing a Conversational AI solution is integral for businesses that want to improve their Customer Experience. With the right strategy, you can engage with customers in human-like conversations while being cost-effective. However, with a plethora of solutions available, most CX and Digital Transformation professionals get confused between ‘chatbots’ and ‘intelligent virtual assistants’.
The principal question being — can ‘chatbot’ and ‘Intelligent Virtual Assistant’ be used interchangeably? Or does their scope, complexity, and capabilities vary?
Simply put, Intelligent Virtual Assistants (IVA) are evolved chatbot solutions to serve the needs of a modern-day enterprise customer. Chatbots are simple rule-based systems that can only handle simple, routine FAQs. On the other hand, IVAs are advanced AI solutions — equipped with NLU (Natural Language Understanding) . NLU helps them understand and retain context for smoother conversations while carrying out a wide variety of tasks to fulfill a user’s requirements.
Let’s drill down deeper to understand the key areas where IVAs bypass the capabilities of a Chatbot:
#1 IVAs can understand user queries better
When it comes to understanding queries, chatbots have a very limited scope as they respond from pre-defined scripts. IVAs possess the ability to learn over time and adapt to context for free-flowing chats. Moreover, chatbots use open-source NLP that are not trained to understand complex sentences with any industry or brand-specific queries. This leads to further bot breaks and heavier load on Live Agents creating a vicious cycle of poor Customer Experience.
Haptik leverages our own proprietary NLP engine to cater to domain-specific intents and trained on 4 billion+ conversations. As recognized globally at EMNLP 2020, Haptik NLP wins in terms of accuracy against multiple open-NLP libraries like Dialogflow, Rasa, LUIS.
Here are some proven use-cases where Haptik IVAs outperform any regular chatbot in the market:
1. Maintaining conversation context: In the journey of having contextual conversations, chatbots can only identify return users. However, IVAs go much further by remembering information derived from past user behavior and actions. It then uses this information for more context in future conversations.
2. Understanding complex sentence structures: In free-flowing conversations spelling errors, slangs, negative sentences or “negations” are very common. However, chatbots do not have the AI models that IVAs have, to understand specific intents and answer user queries with precision.
For example,
3. Gauging Sentiments: IVAs are equipped with simulated ‘emotional intelligence’ to analyze user sentiments by assessing the customer mood based on speech patterns and sentence structures. Most chatbots aren’t advanced enough to decode sentiments as they lack AI.
4. Handling user intents like a Pro: Humans talk in natural language wherein often the intents are vague. In such cases, a chatbot is unable to handle user queries. IVAs are capable of handling such issues by prompting the user for more clarification.
Eg: Haptik’s IVA in the screenshot is using a feature called “Did you mean?/ Disambiguation “ to prompt the user with possible interpretations of the query received for delivering a quick resolution. This reduces the chances of bot breaks and unnecessary overload on the agents.
#2 IVAs are technically advanced
Apart from the core capability of powering conversations, IVAs possess a wide variety of features to meet the complex requirements of any enterprise. These capabilities result in increased ROI over time and justify why IVAs are better for the future of CX. Let’s take a look at few instances validating the same:
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
2. Leveraging Voice for enhanced CX: Given the growing use of voice as a medium for customer communication, IVA’s enable users to interact with businesses as if they were speaking to a person. An IVA like the ones we build at Haptik can accomplish this by using custom NLU models to understand customer speech and underlying messages to respond through text or speech. On the contrary, Chatbots are not prepared for phonetic errors, background noise, or differences in accent, making them unreliable for providing customers assistance via voice.
3. Chat interface & user experience: While chatbots come with static buttons or text as responses after a user initiates a conversation, IVAs uses interactive prompts to get the user’s attention based on pre-defined triggers. When the user begins texting, the IVA can further autosuggest responses. The chat interface can also be configured dynamically to fit the brand’s design needs.
When in a fix between Chatbots and IVAs, the latter will help you ensure customer’s delight! We hope this article helped explain how IVAs stand out in a sea of chatbots. The IVAs implemented by Haptik have been assisting brands to have more thoughtful and customer-focused conversations to inform, assist, convince, or to sell. And it would be fitting to say that the next generation of Conversational AI is at your doorstep and it’s time to embrace IVAs.
Reach out to enterprise@haptik.ai to learn how Haptik can help your business!
Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
I don’t have a website, however I have the tools necessary to create a full page chatbot that can collect emails. What would be the best social media platform to use to promote the bots. Reddit for the content marketing, or Pinterest for the more visual approach?
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News Quiz from TRT World has recently won awards in two separate categories in Google Actions Challenge. Our quiz tests user knowledge about the current events with new questions every day and exist both on Google Home and Amazon Alexa.
It took a lot of iterations to get there. We were faced with unexpected challenges as developing an app for a voice interface requires a different mindset. This article will detail our process of getting to the end product and the lessons we learned. As one of the first comers to the voice assistant platform in the media industry, we’d like to share some of the practices we developed along the way.
After receiving our first Google Home around the end of 2016, we started thinking of ideas unique to this new platform. Our first step was to investigate what our competitors were doing. Interestingly, we only saw 30 apps on the platforms excluding the news briefs. One category that caught our interest was the quizzes. As an age-old concept, quizzes managed to stay relevant and it seemed one of the simplest and most engaging experiences we can provide on the voice-activated devices.
Another advantage of the quiz was the ability it would give us to repackage and distribute the same content in other domains like smart TVs, website, mobile apps. The quiz could also be used to redirect the users to the relevant content on our site. This thinking had a great influence in the way we planned for our news quiz as we had to make the interactions smooth enough to keep the user retention high.
Throughout this planning process, we tested all of the apps made by news organizations for Google Home and Amazon Alexa. Our takeaway was that at the start, almost none of the apps made my media companies seemed to grasp the new type of interactions required for the voice-assisted platforms. We will go into the detail of our analysis in another article.
For the MVP, we decided to go with a fixed number of questions. The number of questions in the quizzes made for voice-assisted platforms ranged from 4 to 10. However, voice is unique in terms of the user attention and we decided to keep it short and decided to keep the question number at 3.
Since our focus was to make this app a weekly news quiz, we had to make sure that the architecture would support the weekly updates to the product. The other design consideration we had was the support for linking each question to a news story.
In order to quickly get a prototype out, we used API.ai or also known as Dialogflow. The system allowed us to map certain words to certain actions, but there was a problem. We wanted the quiz to progress as the user answers. So we had to call a webhook each time the user started the quiz and responded as to what the user sent to the server. The interface API.AI provided helped us to match what user said to the corresponding action in the webhook.
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
The initial challenge
While building the prototype, we encountered a problem regarding the answers. As the questions were to change every week and the answers could be in any form, we quickly realized having the user utter every answer would be very difficult. There were cases where we couldn’t pronounce our own answers correctly or where we did pronounce correctly, Google Assistant wouldn’t understand and throw an error.
The solution we came up for this problem was having the user say the number of the answer instead of the text. However, we made sure that if the user says both the number and the answer itself, we’d still pick it up.
Before launching the product, we compiled a list of speakers with various accents to understand whether our number approach is ideal. One immediate problem we noticed was the user onboarding. Without a proper onboarding, most of the users did not speak the number of the answer and got confused. Also, some people had a problem saying two and three. So we mapped “do” to two and “tree” to three. Thankfully, Google Assistant allowed us to see every word user said in order to invoke an action. This showed us where the users had the most problem. For instance, we realized that some users were asking the question to be repeated or just generally asking for help. Upon seeing this, we quickly implemented these functions.
Although we were one of the first-comers to the voice assistant space in our industry, our app lacked a special ingredient that would make the users talk to their friends about it. One thing that most apps failed to do was change the default voice of the device and make it feel more human. Some even argued that the TTS is better as the users’ expectations are lowered due to the robotic voice. We decided to change that entirely and make the app completely human narrated.
Another critical thing we implemented to help the game feel more playful was custom responses to right or wrong answers to a question. We wrote and did the voice-over for over 40 responses. The response would come randomly from the pool. These responses took almost all the users who tested it by surprise. If you got the question wrong, our app would say congratulations in a jovial tone only to be followed by that’s wrong. In fact, one of the user testing participants wanted to take the quiz again so that she’d hear the other responses we had. This style later on was awarded by Google as the best persona in apps on Google Assistant among thousands of applicants.
Despite our foray into the weekly human narrated quiz, we believed we could do better and increased the frequency from weekly to daily. This forced us to rethink our ad-hoc approach to publishing new questions every week to Google Home and Alexa. We sat down with the product manager of our CMS in order to automate the process as the actions require a specific file format for the audio files and the text should match the audio exactly for it to be on Google Assistant. We managed to build a quiz publishing platform inside our CMS. This platform allowed us to publish the quiz with full editorial workflow integrated and the audio and image option presented. The quiz can now be sent to the website, smart TVs, Google Home, Amazon Alexa and the other platforms our quiz is present through our CMS.
On the content side, we faced a backlash from the content team due the lack of resources on their side. Producing questions and voicing them over on a daily basis caused heated discussions. Firstly, they proposed preparing a batch of questions beforehand and do the voiceover daily. This approach worked for a while, but then we noticed the change in voice-over person every day didn’t sound right as the intro, outro and responses had our original entertaining voice while the questions were voiced by someone else. We changed tactics and got all the questions rewritten to fit our persona and goal of having a proper news quiz. All the questions had been voiced-over at once to be uploaded on a daily basis.
How we made an award-winning Google Assistant App was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
Law firms and lawyers managing business in a digitally tech-savvy environment, need to consciously capitalize on emerging automation technologies to better manage their workflow and client experience. Typically, lawyers spend about 40% of their time in scheduling meetings, searching for relevant documents and managing volumes of case history databases. These challenges become exacerbated when handling multiple clients and varying client matters, leading to reduced focus on core business activities. A high level of administrative support needed for the seamless functioning of law firms as well as solo practitioners has made Virtual Assistants a perfect solution for the legal industry. In addition to increased staffing costs, difficulties in acquiring skilled talent and communication channels have left little room for law firms and lawyers to find a cost-effective way to stay ahead of competition. In such challenging scenarios, integrating virtual assistants is the most valuable proposition to gain operational efficiencies and provide best-in-class customer experience.
Virtual assistants facilitate lawyers to perform routine legal tasks more quickly, accurately, and in a cost-effective way. In the absence of relevant security solutions in place, accessing legal documents as well as file sharing have become increasingly challenging for lawyers especially outside the office network, considering privacy and compliance concerns. Virtual assistants built with text and voice capabilities play an influential role in boosting the productivity of lawyers, by providing secure access to client documents from anywhere and on-the-go, substantially improving mobility. These solutions offer attorneys instant and efficient administrative support by providing access to the right information at the right time and allowing them to focus more on critical work. Virtual assistants also provide additional insights to lawyers in formulating their cases and establishing a strong relationship between the lawyer and the client.
To summarize, Virtual assistants have a huge potential to radically change the legal industry by supporting lawyers in delivering better and personalized legal services to their clients. Intelligent virtual assistants are disrupting the traditional legal practice and are aiding lawyers in streamlining operations and helping them remain competitive by minimizing their time spent on monotonous tasks.
While intelligent assistants in smart devices (smart speakers, smartphones) are gaining popularity and gradually being adopted by lawyers, they still need to deal with a variety of challenges and associated risks. These devices integrated with AI assistants pose numerous Security & Privacy issues for lawyers. The key functionality of these devices is to capture and store all transcripts and data on external servers or cloud, resulting in Loss of privacy as well as Loss of control for lawyers. These smart devices are not built with enterprise-grade security and have weak authentication, making them easier to hack allowing access to client data and other sensitive legal information.
Lawyers using smart devices for voice search queries must deal with issues of general-purpose assistants, which are typically non-domain specific, resulting in poor user experience. These voice assistants in smart devices often skip interpreting legal-domain specific words that restrict the search results to be more precise.
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
More Secure and Compliant
Privacy and data security are major concerns for lawyers, especially with reference to confidential data of clients. KLoBot’s virtual assistant is compliant with data privacy regulations, offering secure transcription services and feature-rich admin console, which strengthen the document security as well as secure access for lawyers. KLoBot’s virtual assistant understands the legal industry contextually, reducing complexity in accessing the relevant information securely as well as enabling on-the-go agility. The enhanced mobility also helps while sharing documents with other colleagues across different channels.
Automated meeting coordination
KLoBot’s virtual assistant supports lawyers in managing their day to day activities, including scheduling appointments, setting reminders, and other basic tasks. Coordinating calendars and organizing meetings are time-consuming as well as cumbersome for lawyers as they are often reliant on other junior professionals for scheduling important meetings. In addition, KLoBot’s virtual assistant provides automated meeting coordination, resulting in reduced scheduling time and efficiently organized calendars.
Handling customer interactions
KLoBot’s intelligent virtual assistant can handle client interactions by “humanizing” communication through text and voice. The solution can connect with clients, personalizing their experience and provide reminders related to case hearings, meetings, and other case details. Lawyers handle repeated client queries and provide legal advice for the same issues to different clients, which hampers their productivity. KLoBot’s virtual assistant handles FAQs and manages client queries, which reduce the workload of lawyers. KLoBot’s “People Search” helps prospective clients to quickly and efficiently check the lawyer’s or law firm’s expertise. This enables faster access to right the lawyer with the necessary capability and expertise as well as helps in generating targeted leads.
Legal Search
KLoBot’s virtual assistant is helping lawyers to search for important documents, contracts, and other materials of specific cases on-the-go using text as well as voice.
The intelligent virtual assistant can sort through legal documents from voluminous records, allowing lawyers to retrieve old case information. For Instance, KLoBot’s solution “netDocShare” a cloud-based document management service, provides lawyers with access to NetDocuments content on SharePoint by using KLoBot’s text and voice-enabled virtual assistant.
Enabling Smart Offices
Other than FAQs, every client has unique legal requirements that need to be addressed. KLoBot’s virtual assistant is enabling smart law firms that provide lawyers ease of usability, better control over resources, streamlining their practice and promptly assisting clients in resolving their legal issues. KLoBot’s virtual assistant ensures the security of confidential files even in external environments, which makes sharing documents significantly easier. By supporting lawyers in efficiently carrying out basic tasks, KLoBot’s virtual assistant augments operational capabilities resulting in improved productivity.
KLoBot-enabled chatbots empower law firms to keep their day-to-day operations on track, resulting in efficient remote working. KLoBot, leveraging the power of voice and text, offers organizational intelligence to its users, and assists law firms in delivering economically valuable work output. For deploying chatbots within minutes and effectively serving remote workers check out this customizable platform. For more details visit https://www.klobot.ai/
Primary reasons — Why every Lawyer needs a Virtual Assistant? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
All healthcare workers are on the frontline during the covid pandemic. They face an overwhelming workload and risk their health and wellbeing every day. Moreover, doctors and nurses still have patients with other diseases and must take care of them on a high level nevertheless. So, healthcare providers are looking for the opportunity to turn from classical consultation treatment and look for new solutions. One of these solutions is a chatbot.
According to Juniper Research, the healthcare system will become a major user of chatbots in areas such as patient diagnosis, patient information, and voice-capable digital assistants to support healthcare providers. The increased introduction of chatbots will free up medical staff time and save countries’ healthcare systems around $3.7 billion by 2023, and the number of chatbot interactions will reach 2.8 billion per year by this time.
Chatbots are a piece of software that conducts conversation on a determined topic automatically.
Their benefits are:
Of course, one should understand that chatbots can’t replace doctors. Their task is to be the first point of contact before any human involvement is needed. Thus, chatbots reduce the number of time doctors spend on initial diagnosis, general questions, appointment scheduling.
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
Intellexer COVID-19 chatbot powered by AI gives solutions that help both patients and healthcare providers. The chatbot’s name is DIVOC and it offers to talk about questions about one’s health. It allows chatting in a natural language about COVID-19 and healthcare-related topics.
The COVID-bot uses a proprietary linguistic platform Intellexer to analyze entered data. Intellexer chatbot does not wait for predefined queries, it extracts the main focus of the question, and gives the corresponding answer.
Intellexer chatbot does not wait for predefined queries, it extracts the main focus of the question, and gives the corresponding answer.
If the chatbot sees the mentions of some potential COVID-19 symptoms, it offers to take a COVID-symptoms test — “COVID Checklist”. Its content is built according to clinical protocols and best practices. The test lets you know if you need an appointment with your healthcare provider and gives information about your risks of getting infected or possible complications. The chatbot does not collect the data of the test, so all provided information is strictly confidential.
If the chatbot sees the mentions of some potential COVID-19 symptoms, it offers to take a COVID-symptoms test — “COVID Checklist”.
Moreover, Intellexer COVID-19 chatbot helps to stay informed about the risks of COVID-19 infection in the USA. “USA Risk Assessment” provides up-to-date information for every state from the official websites.
Chatbots share the latest information, such as:
· total COVID-19 cases;
· daily growth;
· cases per 100,000 people;
· case fatality rate.
Intellexer COVID-19 chatbot helps to stay informed about the risks of COVID-19 infection in the USA.
Chatbot DIVOC is also equipped with a news tracker on COVID-19, lockdown and other related issues. News tracker is based on Intellexer NewsMonitoring.
This chatbot can be customized to any disease and have much bigger functionality like automatic appointment scheduling with physicians, remote consultations, video-controlled treatment, etc. If you think of improving your service, business, a website with an AI chatbot, Intellexer is a good place to start.
We are concerned about the challenge that the world community is facing right now, and consider it our duty to help fight the COVID-19 pandemic. Intellexer COVID chatbot is an accessible health service that includes a symptoms checklist, USA risks assessment, and answers to any questions about the coronavirus.
We hope that this chatbot will be useful to everyone but soon will become just a part of the history together with covid pandemic and lockdowns.
Stay healthy!
Chatbots As Medical Assistants In COVID-19 Pandemic was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
Today we are on the cusp of a revolution in the healthcare industry. As Covid-19 grips the world and communities become increasingly affected, healthcare communications have been pushed to its limits. With the majority of healthcare workers dedicating their time to Covid- vulnerable patients, there is an acute shortage of medical professionals.
According to the estimates of the World Health Organization (WHO), we need over 4 million health professionals in addition to the current workforce worldwide, to be able to offer quality healthcare to the entire population.
Today, healthcare consumers are taking a more assertive role in their healthcare journey, expecting immediate high-quality, and accurate information that is smart and cost-effective.
AI-driven healthcare chatbots by ‘Botspice’ can provide digital health solutions to tackle the global health challenges we face today, providing information, care, and support at the click of a button. With a combination of NLP and machine learning technologies, chatbots can understand a patient’s intent and answer questions effectively without frequently following up. As such, they can manage the overwhelming demand for healthcare.
Information through Conversations
Conversational AI tools make conversations with patients more personalized, thus increasing overall customer satisfaction and improving the quality of service provided. Healthcare chatbots can help in providing authentic and reliable information and be a patient’s guide through conversations.
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
Round the clock availability
The pandemic has opened our eyes to the need of the hour: To create a better healthcare ecosystem that provides ready access to healthcare information. And that could be achieved by healthcare bots that provide round-the-clock availability. Patients can get answers to queries round the clock without any downtime: discussing symptoms, accessing existing prescriptions, or even getting answers to follow-up questions, all delivered with ease.
Booking appointments
Booking appointments with doctors get easier with chatbots streamlining patient workflow, directing them based on expressed symptoms. Tasks like confirmation of appointments, rescheduling, termination can be done by bots speeding up transactional patient queries.
Resolving FAQ’s
Many of the patients have a lot of queries about Covid-19 these questions are mostly repetitive like:
● What are the symptoms?
● Is it air-borne?
● What are the vaccines available?
Many of these questions have standardized answers. The availability of answers to FAQs and guidelines about the virus can be accessible to patients via a conversational interface. They no longer have to waste time scrolling through websites only to be swarmed with information from a wide range of sources, some of which may not be reliable.
Screening on a massive scale
Healthcare chatbots can screen patients on a massive scale via analytic insights. A healthcare bot can simultaneously have conversations with thousands of people anytime, freeing up healthcare professionals to concentrate on providing first-hand access to care. No matter the magnitude of questions, healthcare bots can provide answers immediately.
Future of Conversational Healthcare Chatbots beyond the pandemic.
Conversational AI Chatbot is not expected to replace a doctor in any way. However, they can be relied upon to improve care and drive down costs across the healthcare industry.
The Global Healthcare Chatbots Market is expected to rise from its initial estimated value of USD 122.0 million in 2018 to an estimated value of USD 542.3 Million by 2026 registering a CAGR of 20.5% in the forecast period of 2019–2026.
By design, Healthcare Bot will continuously learn, adapt and improve, further optimizing the user experience with each subsequent interaction thus revolutionizing patient engagement.
Revolutionize Healthcare With AI-Driven Chatbots! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
Build Your Enterprise Chatbot
Certified Workshops was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
The Chatbot Conference Online is now less than 2 weeks away!
In this year’s event, we are featuring the Top Industry speakers in Conversational AI.
We’ve taken our certified workshops to the next level!
We partnered up with the best teachers, so our workshops are now taught by Google, CoCoHub, Conversational Design Institute and BotCopy!
If you haven’t registered, this is the perfect time to sign up and save your spot.
Looking forward to seeing you at the Conference.
Only 2 Weeks to Go! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
