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SkillsCast

Handling 1st line technical support with a chatbot

29th April 2017 in London at CodeNode

There are 19 other SkillsCasts available from Data Science Festival 2017

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1st line of the technical support is frequently providing answers to FAQ and pre-assembled conversations for operators to follow. With the enhancements in A.I. and Machine Learning, how much of this task could be supported with the aid of software? While this raises many questions and challenges, the first would be how would software understand the intention of the user and hold a human-like conversation.

Based on this particular use case, you will learn how to go from a new project to a chatbot handling technical support. You will explore the building blocks of the system like receiving and sending messages, natural language processing and integrations with existing messaging platforms such as Telegram, Messenger or Skype.

The session will cover the following topics:

  • The existing chatbot ecosystem
  • Performing text analysis on user input
  • Identifying the best response to the user
  • Personalising the response based on who the user is
  • Integrating the chatbot into applications and messaging platforms

During this talk, you will gain knowledge of the components necessary to build chatbot based system, including natural language processing and messages handling. The aim is that viewers will be able to go from never writing a chatbot, to building one which is capable of holding a conversation.

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Handling 1st line technical support with a chatbot

Barbara Fusinska

Barbara is a Machine Learning Engineer with strong software development background. While working with a variety of different companies, she gained experience in building diverse software systems. This experience brought her focus to the Data Science and Big Data field. She believes in the importance of the data and metrics when growing a successful business. Alongside collaborating around data architectures, Barbara still enjoys programming activities. Currently speaking at conferences in-between working in London.

SkillsCast

Please log in to watch this conference skillscast.

Https s3.amazonaws.com prod.tracker2 resource 41088130 skillsmatter conference skillscast o9nohu

1st line of the technical support is frequently providing answers to FAQ and pre-assembled conversations for operators to follow. With the enhancements in A.I. and Machine Learning, how much of this task could be supported with the aid of software? While this raises many questions and challenges, the first would be how would software understand the intention of the user and hold a human-like conversation.

Based on this particular use case, you will learn how to go from a new project to a chatbot handling technical support. You will explore the building blocks of the system like receiving and sending messages, natural language processing and integrations with existing messaging platforms such as Telegram, Messenger or Skype.

The session will cover the following topics:

  • The existing chatbot ecosystem
  • Performing text analysis on user input
  • Identifying the best response to the user
  • Personalising the response based on who the user is
  • Integrating the chatbot into applications and messaging platforms

During this talk, you will gain knowledge of the components necessary to build chatbot based system, including natural language processing and messages handling. The aim is that viewers will be able to go from never writing a chatbot, to building one which is capable of holding a conversation.

YOU MAY ALSO LIKE:

About the Speaker

Handling 1st line technical support with a chatbot

Barbara Fusinska

Barbara is a Machine Learning Engineer with strong software development background. While working with a variety of different companies, she gained experience in building diverse software systems. This experience brought her focus to the Data Science and Big Data field. She believes in the importance of the data and metrics when growing a successful business. Alongside collaborating around data architectures, Barbara still enjoys programming activities. Currently speaking at conferences in-between working in London.

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