I // THE START STUDENT SERVICES Chatbot Digital Self-Service FAQ - - PowerPoint PPT Presentation

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Nov 23, 2023 250 likes •810 views

I // THE START STUDENT SERVICES Chatbot Digital Self-Service FAQ Knowledge Base General Enquiry Management Self-Service Kiosk for E-Enabled Services Tier 1 Student Peer Advisors Tier 2 SSH Advisors "The focus of student-centred

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I // THE START

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STUDENT SERVICES

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Digital Self-Service Student Peer Advisors

SSH Advisors

Specialists

Tier 1 Tier 2 Tier 3

Flipping the touchpoints

Chatbot FAQ Knowledge Base General Enquiry Management Self-Service Kiosk for E-Enabled Services

"The focus of student-centred services is to ensure that each student's 'touch point' with the institution provides the quality, accuracy, and responsiveness expected by today's students,"

Darlene Burnett, Planning for Student Services: Best Practices for the 21st Century

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Short responses to avoid TL;DR in users Chatbot to have a personality Knowledge of existing 700+ FAQs FAQ owners maintain the questions independently

Design Aim for the Chatbot

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SmooSmoo

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CONTENT EDITING CUSTOMISATION WEB SERVICES

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QUESTION with variants

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SHORT ANSWER

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PROGRAM, KEYWORDS,

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II // PRESENT

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Search & Analytics Engine Keyword query Ranked in keyword relevance Question & Answer Technology Takes questions in natural language Driven by machine learning & NLP

Understand, then respond Finding an answer

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https://www.aaai.org/Magazine/Watson/watson.php

UNDERSTAND INTERACT SEARCH DISCOVER

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I want to go to Paris

INTENT #bookflight ENTITY @destination @date @pax @airline

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IBM WATSON ASSISTANT WORKSPACES

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INTENTS

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ENTITIES

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DIALOGS

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Translation Spell-check

Distributed, RESTful search and analytics engine Plugin with visualization capabilities for content indexed

SEARC RCH & I INDEX EX MANAGE GE INDEX EX RETRIEVE VE CHAT RESPONS ONSE DynamoDB

Managed noSQL fast database

LO LOGGIN ING IMPRO ROVE E RESPONS NSE WEB CONTENT ENT MANAGE GEMENT ENT SYSTEM

REAL-TIME UPDATES

MANAGE GE KNOWL OWLEDGE EDGE BASE & F FAQ AQs

SMOO USERS RS

Sentiment Analysis Emotion Detection

Keyword extraction Natural language processing

API API

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CUSTOM FAQ AQ UPDATE TE WEB APPLIC PLICATI TION ON

REAL-TIME UPDATES

MANAGE GE INTENT ENTS & DIALOGS LOGS

SMOO USERS RS

RESPOND ND & MACHINE E LEARNI NING NG

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LESSON 1 // Show what’s on offer

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LESSON 2 // Offer an escape route

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LESSON 3 // Indicate the answer source

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CURRENT WORK & CHALLENGES

Enriching SmooSmoo with knowledge in IT Help, Admissions Improving in Watson for examples, entities, context Working with business users for conversation pathways

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III // FUTURE

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As President, I believe that robotics can inspire young people to pursue science and

engineering. And I also want to

keep an eye on those robots, in case they try anything.

BARACK OBAMA

FORMER US PRESIDENT

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If you work like a robot, you will be replaced by a robot. In this era we must be "more re human” than ever - in anything we do.

O NG YE KUNG

EDUCATION MINISTER

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USER Scaramouche, Scaramouche Cleverbo t Will you do the Fandango? USER Thunderbolt and lightning Cleverbo t Very, very frightening me USER Galileo Cleverbo t Galileo. Galileo

Cleverbot // Loebner prize 2010 finalist

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USER You know why they call it an Xbox 360? Cleverbo t Why? USER Because when you see it, you turn 360 degrees and walk away Cleverbo t No because then you would be facing it and that would be unfunny

Cleverbot // Loebner prize 2010 finalist

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