Putting the Art into Artifical Intelligence
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Transcript of Putting the Art into Artifical Intelligence
© Copyright 5/12/2015 BMC Software, Inc1
Barry LindstromAdaptive Design Scientist10/14/2014
Putting the Art in
Artificial Intelligence
© Copyright 5/12/2015 BMC Software, Inc2
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
© Copyright 5/12/2015 BMC Software, Inc3
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
© Copyright 5/12/2015 BMC Software, Inc4
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
© Copyright 5/12/2015 BMC Software, Inc5
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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.
© Copyright 5/12/2015 BMC Software, Inc7
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?
© Copyright 5/12/2015 BMC Software, Inc9
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?
© Copyright 5/12/2015 BMC Software, Inc10
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
© Copyright 5/12/2015 BMC Software, Inc11
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
© Copyright 5/12/2015 BMC Software, Inc12
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