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Barry LindstromAdaptive Design Scientist10/14/2014

Putting the Art in

Artificial Intelligence

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Just what do you mean Putting the Art in Artificial Intelligence?

Art: A human perception of realityArtificial: Simulating something naturalIntelligence: Capacity for Learning, Understanding and Problem Solving

Putting the Art in Artificial Intelligence:

Ensuring the Simulation of Learning, Understanding and Problem Solvingreflects Reality in the Proper Context

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If you don’t know where you are going, any map will do

The Goal:ANY

Authorized User

UsingANY

Device

will get an Accurate Answer to ANY Question that is

presented to our Virtual Agent

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If you don’t know where you are, a map won’t help

The Situation:

~1 exabyte (1,048,576 terabytes)Stored in 6 Server Farms

Our Corporate KnowledgeAuthorized Seekers of Knowledge

~250,000 Employees (above times 125)

Our Data Access Policy

The only truly secure environmentis the one that denies all access

Our Process Controls

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Just what do you mean The Virtual Single Point of Contact

Virtual Agent: a computer generated, animated, virtual character (usually with anthropomorphic appearance) that uses artificial intelligenceto serve as an online customer service representative.

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User “asks” QuestionAIML (Artificial Intelligence Markup Language) interface finds“best” answer

Virtual Agent sends Question to AIML library

AIML interface returns “best” answerVirtual Agent responds to User

How does it work?

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Current Interactions:1. Base Question/

Response2. Multiple Questions (with wildcarding)/

Same Response3. Base Question/

Multiple Choice Response4. Base Question/

Multiple Randomized Response5. Unanswered Question –

Request Research

Just what do you mean User “asks” Question?

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Add/EditMultiple Choice Responses

Using AIML Syntax

Add/EditMultiple Choice Responses

Using AIML Syntax

How does AIML acquire knowledgeif I don’t have SPoC?

Add/Edit Each Question using AIML syntax

Add/Edit Corresponding Response using AIML syntax

Direct Edit an AIML File

AIML File

Add/EditMultiple ways to Ask the same Question

Using AIML Syntax

Add/EditMultiple ways to Ask the same Question

Using AIML Syntax

Add/EditMultiple ways to Ask the same Question

Using AIML Syntax

Add/EditMultiple Choice Responses

Using AIML Syntax

But I have THOUSANDS of Questions and Answers to load.Who can show me a Better Way?

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Service Grouping

ResponsesMultiple ways to Ask the same Question

Multiple Choice ResponseMultiple ways to Ask the same Question

Multiple ways to Ask the same Question Multiple Choice ResponseMultiple Choice Responses

Response Enhancer (Font, Style, URL Tag, etc)

Simple Question & Response Interface

“Markup” Generator

Auto-Build One File Per Service Grouping

AIML FileAIML FileAIML Files

This is how AIML acquires knowledge using SPoC’s simple Q&R interface

Questions

Now dat’s what I’m tallkin about!…Fist Bump Dude

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Feature Backlog

1. Animated Emotions based on Response2. Integrated Voice Response 3. SPoC on Smart Phones and Tablets 4. Formless Request submission5. Automatic User Recognition6. Service and other Alerts7. Handoff to Live Chat8. Links to Dashboards/Status Reports9. Expand Service Groupings10. SPoC on IM/Lync11. Optimize For Scalability/Performance

More SPoC

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