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01.08.2017
Miha Ahronovitz
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Here are some example on why people are disenchanted with Bots. Without a customer in the equation, a chat bot is just a parrot Microsoft Virtual agent (PREVIEW) Start over Hello Miha! Tell me about your problem and I'll help you find the solution you need. hrlp Glad to talk to you. Could you describe your problem in detail? help Could you try to rephrase the question? Using different words can sometimes help. are you human Glad to talk to you. Could you describe your problem in detail? are you a bot Could you try to rephrase the question? Using different words can sometimes help. chatbot? Could you try to rephrase the question? Using different words can sometimes help. what ca you do? Could you try to rephrase the question? Using different words can sometimes help. is typing... Nice article from Chatbot Magazine, probably the inspiration for Microsoft How To Build And Launch A Chatbot Over The Weekend A quote: Like most projects and companies I’ve launched, I began by defining the following: Timeline- Sunday was my deadline since this was a weekend project. Goals- Learn about the existing tools for chatbot developers that I could use to leverage technology and build on top of (I decided on Chatfuel). This would provide me with the fundamental understanding of chatbots. Success Outcome- Build a functional chatbot that did one thing well, iterate on real user feedback, and launch. This is elegant and correct. As the author says  Unlike past projects, I didn’t have the exact idea in mind prior to making the decision to begin This last part people forget to think and to add. This is the final result Art ChatbBot The same parroting as Microsodt Assistant (click to read) But the analytics extracted are interesting and focused No Customer, No Bot This is not the criteria : chatfuel or not chatfuel. It is  the customer Happiness Sweet Spot. It is disarmingly simple Amazon Customer Service If one company has the Artificial Intelligence to speak to people aka customers, this is Amazon When calling the Customer Service, one already went trough many filters. The customer always speak with humans. Or so it looks like. If you called once, they know your number. Last time I called I was furious of two unauthorized charges. Buy the end of the call, I felt as a good friend helped me. Amazon decided the Sweet Spot for customer satisfaction is nearly 100% human assistance. However there is subtle Artificial Intelligence that makes the queues to be 30 seconds long and NOT 120 minutes like in ATT call centers. Jeff Bezos Empty Chair These  quotes are applicable to chatbots. A chatbot is more than a toy. It is a money making addition to any company communicating 1. Don’t Just Listen to Your Customers, Understand Them “Everyone has to be able to work in a call center.” 2. Serve the Needs of the Customer “We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.” 3. The Empty Chair: The Most Important Person in the Room “Focusing on the customer makes a company more resilient.”  4. Never Settle for 99% “We’re not satisfied until it’s 100%.” 5. Respect Today’s Customer “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” 6. Strive to Create a Customer-Centric Company “If we can arrange things in such a way that our interests are aligned with our customers, then in the long term that will work out really well for customers and it will work out really well for Amazon.” 7. Don’t Be Afraid to Apologize  “We will use the scar tissue from this painful mistake to help make better decisions going forward, ones that match our mission.” .ng-hide .error-content { display: none; text-align: center; font-family: 'Segoe UI'; padding-bottom: 12px; } .error-content h2 { margin-top: 8px; margin-bottom: 24px; color: black; }
The war for conversational AI market  Google, Amazon, Microsoft, IBM, and Apple are all vying for market share in the conversational AI market Amazon Alexa claims to be smartest  in response to Google with 15,000 new features Google claimed a few weeks before Google Assistant is light-years ahead of Amazon's Alexa and quoted Alexa with only 10,000 new feature What these features mean for having conversations with a bot? Nothing substantial,really. In fact nobody even lists them, because no one will ever memorize 15,000 items Talking to a wall Say you feel lonely on rainy afternoon. You try having a conversation to say Google.Talking to Google is like reading a phone directory. No one reads a phone directory for enjoyment.  We may learn XXX’s phone is 1234567890. We do not know if this number is still valid. We don't know who XXX is, what she likes, what are her hobbies, interests. These are Q&A bot interactions. They are dry, lifeless and do not engage.  Q&A means we ask a question and we get an answer. That's all. There is no conversation. Why this happens? It is impossible to ask Google or Alexa to know everything. As new information is added , the app is less and less effective. The domain must be restricted a certain audience with similar interest We must Design for “human fidelity conversations,” where a bot is able to engage a human about a specific topic of mutual interest, rather than attempt to hold an open-ended discussion about anything . The question is not whether I can trick you into thinking a bot is human. The question is whether I can engage you on a particular topic in a way that is comparably compelling as speaking to a human who’s also interested in the same subject. Why restore conversations Because human transactions and communications used to be personal.  They used to treat us like human beings.  The “market” was really a function of the conversations comprising it,  Without conversation, there was no market.  With the rise of mass-education web-commerce, the personal, relationship aspect of business waned. What most of us got was advertising and big-box merchandising, not personal service. We need to restore the conversation feeling with AI interactions How we recommend doing it?  This will be a a different post in the future.  Can we formulate questions that deliver useful answers, whether from whomever? Yes The purpose is to discover information not available from Q&A robots aka QandA.  There must be a conversation among humans, by creating social groups  where a bot can offer limited moderation and later can extract information not available before. How to Ask Questions This is just a sample Don’t ramble on–terminate the sentence at the question mark. Get comfortable with silence. Re-ask in a different way Don’t fish for the answer you want. If you don’t understand–ask a follow-up  Rephrase the answer in your own words. Don’t be afraid to ask dumb questions.
22.06.2017
Miha Ahronovitz
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The Discreet Charm of the Bourgeoisie  This is name of a movie by Luis Bunuel from 1972 I read in New York Times June 19, 2017 the article Tech Titans Make Pilgrimage to White House to Discuss Government Systems Then I see Jeff Bezos, Timothy Cook (who never started a company in his life) and other illustrious people from Silicon Valley, all using private jets. Don't take me wrong. This is a wonderful initiative from Jared Kushner and his father in law, President Trump This men and women with ties and suits and executive attire, look like a fifty year old picture of  clerks  Below is how they  really look in Silicon Valley, the real startup people. who are not rich and who want to make a difference in this world. Artificial Intelligence and IT Federal Budget Mt Bezos said "it was “impossible to overstate” the importance of artificial intelligence." As shown in Table 16-1, the Federal Government Budget for IT is estimated to be $95.7 billion in FY 2018, So many companies from Silicon Valley at  White House are after big chunks of this money . The companies represented in Washington can not answer all questions, because in AI /ML and Chatrbots they do not understand yet how use them in large enterprises.  Many large investors. who love AI. do not understand it well enough to risk investments Small Startups as consultants Big companies hire big name consultants for strategy.  They are very expensive and make insightful info-graphics  and professional looking reports with a few memorable highlights. They cannot - by definition of impartiality - implement themselves the ideas they preach, hands on. Say there is an AI/ML pilot project. The 1st option is to select a reputable firm to help. But as far as I know such a firm does not exists yet.. One 2nd option is to contract one or more startups .Startups as consultants? Yes startups. Many of AI startups  are focused on AI and ML platforms. No big name consultant firm has this hands on experience. There is more than one truth in life. So more opinions for solutions have grains of truth. The more opinions we accommodate, the less chances we have to make a mistake and overlook important details. A proposal for Jared Kushner If isolated geeks from North Korea can paralyze the entire world's economies, why can't totally unknown pre-money startups help the Federal IT modernization? Why not allocate one billions dollars in addition to the bourgeoisie of Silicon Valley, to real hungry, men and women who are the real entrepreneurs?. We know the highest returns come not from triple AAA rated, but from junk bonds. And this federal program would infuse oxygen in the entrepreneurial model of America and the world
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