Chatbots - International Design in Government Conference · Written chatbot Roeselare Step 1:...
Transcript of Chatbots - International Design in Government Conference · Written chatbot Roeselare Step 1:...
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Chatbots
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WHAT IS A CHATBOT?
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▪ Chat + robot
Hi Stewie! How are youHi there! I am fine, thanks for asking!
What can I do for you?
What’s a chatbot?
A chatbot is also called a ‘conversational assistant’. It is a smart automated service using chat interface.
Ok, hold on! Smart?!
Yes, exactly! I use AI to answer a bunch of questions related to your favorite city!Wow, cool! But it is still kind
of hard to understand. Can you explain a bit more?
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TRANSNATIONAL PILOTS
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Main research question within Like!:
IS THERE ADDED VALUE?
WHAT IS THE ADDED VALUE OF THE CHATBOT? (next to all other service channels)
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▪ Different approaches
▪ Written chatbot
▪ Voice chatbot
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▪ Written chatbot▪ Roeselare
▪ Step 1: setting up a chatbot (all products & services of the city)
▪ Step 2: involving end user in test phase
▪ Aalborg
▪ Step 1: engagement of citizens about chatbots
▪ Step 2: building a chatbot (national tender)
▪ Groningen
▪ Step 1: building a chatbot for moving house (one topic - pilot finished)
▪ Step 2: building a live out-of-office chatbot (5 PM-8.30 AM)
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▪ Voice chatbot
▪ Rotterdam▪ Step 1: involving students
▪ Step 2: POC voice interactive chatbot
▪ Step 3: Wrap up, analyse learnings (conceptual), market consultation chatbot expanded with voice interaction
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ROESELARE: CHATBOT BERTJE
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▪ Roeselare – ‘Bertje’
= Answers general questions from citizens
= Wayfinding on website
≠ Answers case-specific questions
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▪ Customizable smart city chatbot
▪ Different building blocks
Lay-out
Chat flow Personality
Channels
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HOW DOES IT WORK?
▪ Smart by using AI
▪ Built-in search engine
▪ Knowledge database (600 FAQ’s)
▪ Learning capabilities
▪ Training by doing
▪ Language analysis
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Language analysis
▪ Natural language processing (NLP)
▪ Recognise the intention of the user
▪ Analyses context and retrieve relevant details
Is the city hall open?
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Language analysis
▪ Natural language processing (NLP)
▪ Recognise the intention of the user
▪ Analyses context and retrieve relevant details
Is the city hall open?
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Language analysis
▪ Natural language processing (NLP)
▪ Recognise the intention of the user
▪ Analyses context and retrieve relevant details
Is the city hall open?
Yes, the city hall is open at this
moment.
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Hope you Like!d it?