Voice Interfaces
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The Chatbot Revolution
The chatbot revolution Moving beyond the hype and maximizing customer experience Ready for a digital 2% 2017 conversation? 25% 2020 Consumers have higher expectations than ever when it comes to interacting with brands. By 2020, 25% of customer They demand personalized service, easily accessible support options, a quick response after reaching out, and successful resolutions on a tight turnaround. service operations will use To meet these needs, companies are increasing their use of digital channels to chatbot or virtual assistant communicate with customers – in fact, by 2022, 70% of all customer interactions will involve technology like messaging applications, social platforms, or chatbots. technologies, an increase Let’s take a closer look at chatbots. Their functions range from answering simple from just 2% in 2017. questions like informing customers of store hours or location to more advanced ones, like handling a credit card charge dispute. According to Gartner, by 2020, 25% of customer service operations will use chatbot or virtual assistant technologies, an increase from just 2% in 2017. When trying to balance staffing budgets, round- the-clock service availability and a preference for digital platforms, chatbots on paper seem like the obvious – and inevitable – choice to engage customers through automation. But how inevitable is it really? 1. Gartner Magic Quadrant for Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May 2018 www.pega.com The chatbot revolution 01 Why the digital hold up? Consumers and businesses have concerns. Despite Gartner predictions and the obvious excitement around chatbots, overall adoption has been slow. Currently most chatbots are programmed to follow predetermined conversational flows—thus limiting their usefulness for solving complex problems or picking up conversational subtleties. -
Intellibot: a Domain-Specific Chatbot for the Insurance Industry
IntelliBot: A Domain-specific Chatbot for the Insurance Industry MOHAMMAD NURUZZAMAN A thesis submitted in fulfilment of the requirements for the degree of Doctor of Philosophy UNSW Canberra at Australia Defence Force Academy (ADFA) School of Business 20 October 2020 ORIGINALITY STATEMENT ‘I hereby declare that this submission is my own work and to the best of my knowledge it contains no materials previously published or written by another person, or substantial proportions of material which have been accepted for the award of any other degree or diploma at UNSW or any other educational institute, except where due acknowledgement is made in the thesis. Any contribution made to the research by others, with whom I have worked at UNSW or elsewhere, is explicitly acknowledged in the thesis. I also declare that the intellectual content of this thesis is the product of my own work, except to the extent that assistance from others in the project’s design and conception or in style, presentation and linguistic expression is acknowledged.’ Signed Date To my beloved parents Acknowledgement Writing a thesis is a great process to review not only my academic work but also the journey I took as a PhD student. I have spent four lovely years at UNSW Canberra in the Australian Defence Force Academy (ADFA). Throughout my journey in graduate school, I have been fortunate to come across so many brilliant researchers and genuine friends. It is the people who I met shaped who I am today. This thesis would not have been possible without them. My gratitude goes out to all of them. -
The Inner Circle Guide to AI, Chatbots & Machine Learning
The Inner Circle Guide to AI, Chatbots & Machine Learning Sponsored by The Inner Circle Guide to AI, Chatbots and Machine Learning © ContactBabel 2019 Please note that all information is believed correct at the time of publication, but ContactBabel does not accept responsibility for any action arising from errors or omissions within the report, links to external websites or other third-party content. 2 Understand the customer experience with the power of AI Employees Customers Businesses Increase agent Elevate customer Gain improved engagement experience VoC insights Artificial Customer Machine Intelligence surveys learning Recorded CRM VoC calls notes analytics Social media Chatbots Surveys opentext.com/explore CONTENTS Contents ..................................................................................................................................................... 4 Table of Figures ........................................................................................................................................... 6 About the Inner Circle Guides ..................................................................................................................... 7 AI: Definitions and Terminology ................................................................................................................. 9 Definitions............................................................................................................................................. 11 Use Cases for AI in the Contact Centre .................................................................................................... -
NLP-5X Product Brief
NLP-5x Natural Language Processor With Motor, Sensor and Display Control The NLP-5x is Sensory’s new Natural Language Processor targeting consumer electronics. The NLP-5x is designed to offer advanced speech recognition, text-to-speech (TTS), high quality music and speech synthesis and robotic control to cost-sensitive high volume products. Based on a 16-bit DSP, the NLP-5x integrates digital and analog processing blocks and a wide variety of communication interfaces into a single chip solution minimizing the need for external components. The NLP-5x operates in tandem with FluentChip™ firmware - an ultra- compact suite of technologies that enables products with up to 750 seconds of compressed speech, natural language interface grammars, TTS synthesis, Truly Hands-Free™ triggers, multiple speaker dependent and independent vocabularies, high quality stereo music, speaker verification (voice password), robotics firmware and all application code built into the NLP-5x as a single chip solution. The NLP-5x also represents unprecedented flexibility in application hardware designs. Thanks to the highly integrated architecture, the most cost-effective voice user interface (VUI) designs can be built with as few additional parts as a clock crystal, speaker, microphone, and few resistors and capacitors. The same integration provides all the necessary control functions on-chip to enable cost-effective man-machine interfaces (MMI) with sensing technologies, and complex robotic products with motors, displays and interactive intelligence. Features BROAD -
A Survey on Different Algorithms Used in Chatbot
International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 07 Issue: 05 | May 2020 www.irjet.net p-ISSN: 2395-0072 A survey on Different Algorithms used in Chatbot Siddhi Pardeshi1, Suyasha Ovhal2, Pranali Shinde3, Manasi Bansode4, Anandkumar Birajdar5 1Siddhi Pardeshi, Student, Dept. of Computer Engineering, Pimpri Chinchwad College of Engineering, Pune Maharashtra, India 2Suyasha Ovhal, Student, Dept. of Computer Engineering, Pimpri Chinchwad College of Engineering, Pune Maharashtra, India 3Pranali Shinde, Student, Dept. of Computer Engineering, Pimpri Chinchwad College of Engineering, Pune Maharashtra, India 4Manasi Bansode, Student, Dept. of Computer Engineering, Pimpri Chinchwad College of Engineering, Pune Maharashtra, India 5Professor, Dept. of Computer Engineering, Pimpri Chinchwad College of Engineering, Pune, Maharashtra, India ---------------------------------------------------------------------***---------------------------------------------------------------------- Abstract - Machines are working similar to humans Rule-based/Command based: In these types of chatbots, because of advanced technological concepts. Best example is predefined rules are stored which includes questions and chatbot which depends on advanced concepts in computer answers. Based on what question has requested by the user science. Chatbots serve as a medium for the communication chatbot searches for an answer. But this gives limitations on between human and machine. There are a number of chatbots the type of questions and answers to be stored. and design techniques available in market that perform Intelligent Chatbots/AI Chatbots: To overcome the issue different function and can be implemented in sectors like faced by rule based chatbots intelligent chatbots are business sector, medical sector, farming etc. The technology developed. As these are based on advanced machine learning used for the advancement of conversational agent is natural concepts, they have the ability to learn on their own language processing (NLP). -
A Guide to Chatbot Terminology
Machine Language A GUIDE TO CHATBOT TERMINOLOGY Decision Trees The most basic chatbots are based on tree-structured flowcharts. Their responses follow IF/THEN scripts that are linked to keywords and buttons. Natural Language Processing (NLP) A computer’s ability to detect human speech, recognize patterns in conversation, and turn text into speech. Natural Language Understanding A computer’s ability to determine intent, especially when what is said doesn’t quite match what is meant. This task is much more dicult for computers than Natural Language Processing. Layered Communication Human communication is complex. Consider the intricacies of: • Misused phrases • Intonation • Double meanings • Passive aggression • Poor pronunciation • Regional dialects • Subtle humor • Speech impairments • Non-native speakers • Slang • Syntax Messenger Chatbots Messenger chatbots reside within the messaging applications of larger digital platforms (e.g., Facebook, WhatsApp, Twitter, etc.) and allow businesses to interact with customers on the channels where they spend the most time. Chatbot Design Programs There’s no reason to design a messenger bot from scratch. Chatbot design programs help designers make bots that: • Can be used on multiple channels • (social, web, apps) • Have custom design elements • (response time, contact buttons, • images, audio, etc.) • Collect payments • Track analytics (open rates, user • retention, subscribe/unsubscribe • rates) • Allow for human takeover when • the bot’s capabilities are • surpassed • Integrate with popular digital • platforms (Shopify, Zapier, Google • Site Search, etc.) • Provide customer support when • issues arise Voice User Interface A voice user interface (VUI) allows people to interact with a computer through spoken commands and questions. Conversational User Interface Like a voice user interface, a conversational user interface (CUI) allows people to control a computer with speech, but CUI’s dier in that they emulate the nuances of human conversation. -
MULTILINGUAL CHATBOT with HUMAN CONVERSATIONAL ABILITY [1] Aradhana Bisht, [2] Gopan Doshi, [3] Bhavna Arora, [4] Suvarna Pansambal [1][2] Student, Dept
International Journal of Future Generation Communication and Networking Vol. 13, No. 1s, (2020), pp. 138- 146 MULTILINGUAL CHATBOT WITH HUMAN CONVERSATIONAL ABILITY [1] Aradhana Bisht, [2] Gopan Doshi, [3] Bhavna Arora, [4] Suvarna Pansambal [1][2] Student, Dept. of Computer Engineering,[3][4] Asst. Prof., Dept. of Computer Engineering, Atharva College of Engineering, Mumbai, India Abstract Chatbots - The chatbot technology has become very fascinating to people around the globe because of its ability to communicate with humans. They respond to the user query and are sometimes capable of executing sundry tasks. Its implementation is easier because of wide availability of development platforms and language libraries. Most of the chatbots support English language only and very few have the skill to communicate in multiple languages. In this paper we are proposing an idea to build a chatbot that can communicate in as many languages as google translator supports and also the chatbot will be capable of doing humanly conversation. This can be done by using various technologies such as Natural Language Processing (NLP) techniques, Sequence To Sequence Modeling with encoder decoder architecture[12]. We aim to build a chatbot which will be like virtual assistant and will have the ability to have conversations more like human to human rather than human to bot and will also be able to communicate in multiple languages. Keywords: Chatbot, Multilingual, Communication, Human Conversational, Virtual agent, NLP, GNMT. 1. Introduction A chatbot is a virtual agent for conversation, which is capable of answering user queries in the form of text or speech. In other words, a chatbot is a software application/program that can chat with a user on any topic[5]. -
A Chatbot System Demonstrating Intelligent Behaviour Using
International Journal of Advanced Research in Computer Engineering & Technology (IJARCET) Volume 4 Issue 10, October 2015 A chatbot system demonstrating Intelligent Behaviour using NLP 1Ameya Vichare, 2Ankur Gyani, 3Yashika Shrikhande, 4Nilesh Rathod 1Student, IT Department, RGIT, Mumbai 2Student, IT Department, RGIT, Mumbai 3Student, IT Department, RGIT, Mumbai 4Assistant Professor, IT Department, RGIT, Mumbai Abstract— Chatbots are computer programs that interact making capabilities, availability of corpora, processing tool with users using natural languages. Just as people use language standards like XML [1]. for human communication, chatbots use natural language to communicate with human users. In this paper, we begin by In our project we are using AIML. AIML is an XML- introducing chatbots and emphasize their need in day-to-day based language which can be used for interaction between activities. Then we go on to discuss existing chatbot systems, chatbots and humans. The atomic unit in AIML is category, namely ELIZA, ALICE and Siri. We evaluate what we can take which consists of attributes called as pattern and template. from each of the systems and use in our proposed system. We are also using a speech to text/text to speech recognition Finally, we discuss the proposed system. The system we intend to develop can be used for educating the user about sports. The to recognize the Indian accent more efficiently. While database will be fed with sports related data which will be constructing the soundbase of the chatbot, the following can coded using AIML. This system can be used in operating help heighten its speech recognition rate: the soundbase systems in a similar manner to Siri for effective information should be built to match user speech input based on retrieval just by speaking various queries. -
Voice User Interface on the Web Human Computer Interaction Fulvio Corno, Luigi De Russis Academic Year 2019/2020 How to Create a VUI on the Web?
Voice User Interface On The Web Human Computer Interaction Fulvio Corno, Luigi De Russis Academic Year 2019/2020 How to create a VUI on the Web? § Three (main) steps, typically: o Speech Recognition o Text manipulation (e.g., Natural Language Processing) o Speech Synthesis § We are going to start from a simple application to reach a quite complex scenario o by using HTML5, JS, and PHP § Reminder: we are interested in creating an interactive prototype, at the end 2 Human Computer Interaction Weather Web App A VUI for "chatting" about the weather Base implementation at https://github.com/polito-hci-2019/vui-example 3 Human Computer Interaction Speech Recognition and Synthesis § Web Speech API o currently a draft, experimental, unofficial HTML5 API (!) o https://wicg.github.io/speech-api/ § Covers both speech recognition and synthesis o different degrees of support by browsers 4 Human Computer Interaction Web Speech API: Speech Recognition § Accessed via the SpeechRecognition interface o provides the ability to recogniZe voice from an audio input o normally via the device's default speech recognition service § Generally, the interface's constructor is used to create a new SpeechRecognition object § The SpeechGrammar interface can be used to represent a particular set of grammar that your app should recogniZe o Grammar is defined using JSpeech Grammar Format (JSGF) 5 Human Computer Interaction Speech Recognition: A Minimal Example const recognition = new window.SpeechRecognition(); recognition.onresult = (event) => { const speechToText = event.results[0][0].transcript; -
Eindversie-Paper-Rianne-Nieland-2057069
Talking to Linked Data: Comparing voice interfaces for generalpurpose data Master thesis of Information Sciences Rianne Nieland Vrije Universiteit Amsterdam [email protected] ABSTRACT ternet access (Miniwatts Marketing Group, 2012) and People in developing countries cannot access informa- 31.1% is literate (UNESCO, 2010). tion on the Web, because they have no Internet access and are often low literate. A solution could be to pro- A solution to the literacy and Internet access problem vide voice-based access to data on the Web by using the is to provide voice-based access to the Internet by us- GSM network. Related work states that Linked Data ing the GSM network (De Boer et al., 2013). 2G mobile could be a useful input source for such voice interfaces. phones are digital mobile phones that use the GSM net- work (Fendelman, 2014). In Africa the primary mode The aim of this paper is to find an efficient way to make of telecommunication is mobile telephony (UNCTAD, general-purpose data, like Wikipedia information, avail- 2007). able using voice interfaces for GSM. To achieve this, we developed two voice interfaces, one for Wikipedia This paper is about how information on the Web ef- and one for DBpedia, by doing requirements elicitation ficiently can be made available using voice interfaces from literature and developing a voice user interface and for GSM. We developed two voice interfaces, one us- conversion algorithms for Wikipedia and DBpedia con- ing Wikipedia and the other using DBpedia. In this cepts. With user tests the users evaluated the two voice paper we see Wikipedia and DBpedia as two different interfaces, to be able to compare them. -
Voice Assistants and Smart Speakers in Everyday Life and in Education
Informatics in Education, 2020, Vol. 19, No. 3, 473–490 473 © 2020 Vilnius University, ETH Zürich DOI: 10.15388/infedu.2020.21 Voice Assistants and Smart Speakers in Everyday Life and in Education George TERZOPOULOS, Maya SATRATZEMI Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece Email: [email protected], [email protected] Received: November 2019 Abstract. In recent years, Artificial Intelligence (AI) has shown significant progress and its -po tential is growing. An application area of AI is Natural Language Processing (NLP). Voice as- sistants incorporate AI by using cloud computing and can communicate with the users in natural language. Voice assistants are easy to use and thus there are millions of devices that incorporates them in households nowadays. Most common devices with voice assistants are smart speakers and they have just started to be used in schools and universities. The purpose of this paper is to study how voice assistants and smart speakers are used in everyday life and whether there is potential in order for them to be used for educational purposes. Keywords: artificial intelligence, smart speakers, voice assistants, education. 1. Introduction Emerging technologies like virtual reality, augmented reality and voice interaction are reshaping the way people engage with the world and transforming digital experiences. Voice control is the next evolution of human-machine interaction, thanks to advances in cloud computing, Artificial Intelligence (AI) and the Internet of Things (IoT). In the last years, the heavy use of smartphones led to the appearance of voice assistants such as Apple’s Siri, Google’s Assistant, Microsoft’s Cortana and Amazon’s Alexa. -
Integrating a Voice User Interface Into a Virtual Therapy Platform Yun Liu Lu Wang William R
Integrating a Voice User Interface into a Virtual Therapy Platform Yun Liu Lu Wang William R. Kearns University of Washington, Seattle, University of Washington, Seattle, University of Washington, Seattle, WA 98195, USA WA 98195, USA WA 98195, USA [email protected] [email protected] [email protected] Linda E Wagner John Raiti Yuntao Wang University of Washington, Seattle, University of Washington, Seattle, Tsinghua University, Beijing 100084, WA 98195, USA WA 98195, USA China & University of Washington, [email protected] [email protected] WA 98195, USA [email protected] Weichao Yuwen University of Washington, Tacoma, WA 98402, USA [email protected] ABSTRACT ACM Reference Format: More than 1 in 5 adults in the U.S. serving as family caregivers are Yun Liu, Lu Wang, William R. Kearns, Linda E Wagner, John Raiti, Yuntao Wang, and Weichao Yuwen. 2021. Integrating a Voice User Interface into a the backbones of the healthcare system. Caregiving activities sig- Virtual Therapy Platform. In CHI Conference on Human Factors in Computing nifcantly afect their physical and mental health, sleep, work, and Systems Extended Abstracts (CHI ’21 Extended Abstracts), May 08–13, 2021, family relationships over extended periods. Many caregivers tend Yokohama, Japan. ACM, New York, NY, USA, 6 pages. https://doi.org/10. to downplay their own health needs and have difculty accessing 1145/3411763.3451595 support. Failure to maintain their own health leads to diminished ability in providing high-quality care to their loved ones. Voice user interfaces (VUIs) hold promise in providing tailored support 1 INTRODUCTION family caregivers need in maintaining their own health, such as Chronic diseases, such as diabetes and cancer, are the leading causes fexible access and handsfree interactions.