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I have been building/running a pretty successful chatbot for a large corporate for over a year now. We use Inkles Ink to script the conversation flows and maint
by Rabidgremlin 9y ago
I have been building/running a pretty successful chatbot for a large corporate for over a year now. We use Inkles Ink to script the conversation flows and maintain state. Works very very well. https://github.com/inkle/ink https://github.com/inkle/ink
- jaymzcampbell 9y agoInkle/Ink looks awesome and a lot of fun - thanks for sharing that! Mutters looks like a really cool use of the tech btw.
- Rabidgremlin 9y agoThanks!
- Diederich 9y agoNeat, so I just read through ink and its tutorial. Can you briefly describe the kinds of things you use it for in a large corporation? Thanks!
- Rabidgremlin 9y agoSure.. it is used to manage all the conversational flows and state for a chatbot. We use it for both branching conversations flows and goal based flows. Ink is simple enough that our content writers can work directly with it and we get clean separation of content and code. The bot itself is pretty interesting. It has 350+ conversation flows, largely dealing with customer service for a business with fairly complicated products and business rules. The bot is plumbed into 7 odd channels and has to deal with channel specific answers (eg if you are in the mobile app or the self-service portal then the answer on how to do something is different from how to do it if you are on the website's home page). Additionally it has to handle regional specific answers, so the bots answers are country specific as well. And it deals with logged in and not logged in states too :) This all makes for an interesting content management problem (40k words) that our use of Ink readily solves. Currently bot has 68% conversation success rate. E.g. 68% of the time he is able to resolve the customers issue which we think is pretty good considering the wide domain we are dealing with and the very strange edge cases the industry we are in has.
- Diederich 9y agoOk cool, that maps to what I briefly read about ink much better. I had in mind some kind of 'devops chatbot'. 68% conversion rate is pretty impressive, nicely done! And thanks for the description, it's quite fascinating.
- Rabidgremlin 9y agoThanks. The really fascinating thing is have a direct "stream of conscience" from our customers. With a 1000+ conversation a day you really get to see the problems they are having with our products, processes, UX etc As well as their responses to things in the news etc. Our product teams love it.
- Diederich 9y agoThat's a lot of conversations! Have you considered using some machine learning techniques?
- Rabidgremlin 9y agoWe use ML for Intent matching and NER and Ink to control the conversation state and flow. The core of this has been open sourced so you can see how we will the two together in practice here https://github.com/rabidgremlin/Mutters https://github.com/rabidgremlin/Mutters
- joethephish 9y agoHey - @joethephish here from inkle! Really cool to to hear that you're using ink for that :) Would love to know more detail about where this is being used if you're able to share!
- Rabidgremlin 9y agoHi! Thanks for creating Ink it has been awesome for us. Let me talk to the bossman to see what I can share :)
- Rabidgremlin 9y agoHiya. So the Chatbot is Oscar, Air New Zealand's chat bot. Here is a recent press release about him: https://www.airnewzealand.co.nz/press-release-2017-air-nz-chatbot-oscar-gday-australia https://www.airnewzealand.co.nz/press-release-2017-air-nz-ch...