Unit 10.Introduction to chatbots.

What happens if you do not define tone and personality?

*The chatbot will still have them*, but it likely will be incoherent, which leads to a random user experience.

Popular chatbots.

- *DoNotPay* chatbot for legal advice by Joshua Browder. * He used the IBM Watson Assistant service to improve the chatbot's accuracy by 30%. - *Woebot* in the medical domain.

Example of a proactive chatbot.

- Customer: When can I receive my new credit card? - Chatbot: An SMS will be sent to your phone after it is ready. - Chatbot: The bank is collaborating with XYZ to provide benefits to our credit card users. Would you be interested in knowing more? *The chatbot answers when asked, but also reaches out to the customer and offers suitable suggestions.*

Example of a reactive chatbot.

- Customer: When can I receive my new credit card? - Chatbot: An SMS will be sent to your phone after it is ready.

Chatbot design: Tone and personality examples.

- Informal and friendly tone: "Hi there, how can I help you?" - More formal, still friendly: "Good morning. How may I help you today?" - Formal, not very friendly: "This is a service that is designed to answer your questions. How may I assist you?"

It seems that chatbots have become popular in recent years. Why now?

- Rising popularity and high usage of messenger applications, such as WhatsApp, Facebook Messenger, and Slack - Recent breakthroughs in the AI field - Advancements in speech recognition - Growing popularity of cloud computing and APIs

Some of the issues that developers or designers face while designing chatbots?

1. *Trying to do too much within a single chatbot*, which can lead to a loss of value. مش هيعملي كل حاجه ولا يجازب علي كل حاجه بيبقي مختص ف حتته 2. Users will be *disappointed by incorrect or nonsensical responses*. * Acknowledge limitations. * Do not be afraid to have the chatbot say, "I don't know", and give some suggestions of questions that they can ask 3. *Detect frustration*, and handle it * "I can see that this isn't going very well. Would you like to talk to a real person?"

A chatbot can be _____ , _____ , ________

1. Proactive: (lean forward) * Asking questions * Offering information and choices. * Guiding the user. 2. Reactive: (lean backward) * Waits for the user to ask a question. * It does not prompt, encourage, or suggest 3. Combination: Proactive and Reactive.

What is a chatbot?

A chatbot is software that interacts with the user through a chat interface by using natural language. - The conversation might be in text, speech, or both.

Chatbots examples in the industry

Apple Siri, Microsoft Cortana, Google Assistant, and Amazon Alexa.

How could IBM Watson Assistant be customized to a certain domain?

It is a chatbot is one that supports customers with their inquiries or even helps junior customer support agents with their job.

Chatbot design: Positioning

Positioning determines how the solution should relate to the user, and behave when interacting with the user. - The positioning of the chatbot is a collective term that covers these three aspects: • Purpose • Viewpoint • Proactivity

Chatbot design: Tone and personality

Represents the voice in which the chatbot solution speaks. Do not confuse tone and personality with viewpoint, which is whom the chatbot speaks on behalf.

Purpose

What is the purpose of the solution?

Viewpoint

What role should the solution play in the relationship between the client and the user? - Examples: Assistant, friend, coach, motivator, salesperson, and others

Tone Personality effects

You should determine the kind of personality that your users like better or feel more comfortable interacting with when designing your chatbot. Personality is affected by the choice of words for the chatbot's responses A common feature that is often in chatbots is humor

How should the bot's relationship with the user (Viewpoint) be determined?

it should be decided *upon in light of achieving the purpose* previously determined.

Proactivity

the solution proactively *engages and guides* the user instead of reacting to the user, that is, waiting for the user to ask a question.

Chatbots tools and services.

• IBM Watson Assistant service • Dialogflow • Microsoft Language Understanding Intelligent Service (LUIS) • ChatScript: Written in C++. • Chatfuel: A platform for creating AI chatbots for Facebook.