Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Features
Speaker Deck
PRO
Sign in
Sign up for free
Search
Search
We Make Bots. For Real
Search
Андрей Листочкин (Andrey Listochkin)
April 08, 2017
Programming
0
420
We Make Bots. For Real
Андрей Листочкин (Andrey Listochkin)
April 08, 2017
Tweet
Share
More Decks by Андрей Листочкин (Andrey Listochkin)
See All by Андрей Листочкин (Andrey Listochkin)
Everybody Stand Back! I Know Regular Expressions
listochkin
0
170
Command-line scripting with Rust. Wait, what?!
listochkin
0
350
Server Memory - BuildStuff Ukraine 2019
listochkin
0
40
Server Memory - Chernivtsi JS 2019
listochkin
1
150
10 Years Later
listochkin
0
360
Managing Managers - DevTalks iHUB
listochkin
0
54
Time, Numbers, Text
listochkin
1
590
Software Licensing: A Minefield Guide
listochkin
0
140
Devops for A Busy Developer - XP Days 2016
listochkin
0
180
Other Decks in Programming
See All in Programming
The Niche of CDK Grant オブジェクトって何者?/the-niche-of-cdk-what-isgrant-object
hassaku63
1
620
おやつのお供はお決まりですか?@WWDC25 Recap -Japan-\(region).swift
shingangan
0
140
Rails Frontend Evolution: It Was a Setup All Along
skryukov
0
280
LT 2025-06-30: プロダクトエンジニアの役割
yamamotok
0
870
ISUCON研修おかわり会 講義スライド
arfes0e2b3c
1
470
なぜ「共通化」を考え、失敗を繰り返すのか
rinchoku
1
680
PHP 8.4の新機能「プロパティフック」から学ぶオブジェクト指向設計とリスコフの置換原則
kentaroutakeda
2
1k
Claude Code + Container Use と Cursor で作る ローカル並列開発環境のススメ / ccc local dev
kaelaela
12
7.1k
脱Riverpod?fqueryで考える、TanStack Queryライクなアーキテクチャの可能性
ostk0069
0
500
ニーリーにおけるプロダクトエンジニア
nealle
0
950
Vibe Codingの幻想を超えて-生成AIを現場で使えるようにするまでの泥臭い話.ai
fumiyakume
10
4.3k
マッチングアプリにおけるフリックUIで苦労したこと
yuheiito
0
190
Featured
See All Featured
Into the Great Unknown - MozCon
thekraken
40
1.9k
Automating Front-end Workflow
addyosmani
1370
200k
Keith and Marios Guide to Fast Websites
keithpitt
411
22k
How to Ace a Technical Interview
jacobian
278
23k
The Success of Rails: Ensuring Growth for the Next 100 Years
eileencodes
45
7.5k
The Art of Delivering Value - GDevCon NA Keynote
reverentgeek
15
1.6k
How To Stay Up To Date on Web Technology
chriscoyier
790
250k
The Cult of Friendly URLs
andyhume
79
6.5k
Designing for humans not robots
tammielis
253
25k
How STYLIGHT went responsive
nonsquared
100
5.6k
Building Better People: How to give real-time feedback that sticks.
wjessup
367
19k
Refactoring Trust on Your Teams (GOTO; Chicago 2020)
rmw
34
3.1k
Transcript
None
@listochkin
<3 Ruby
No Ruby today
None
Rust Favorite language Ruby Extensions WASM
RustFest Workshops Intro Advanced Adoption
Mozilla Travis CI Samsung Chef CloudFlare Evo
Steve Klabnik lislis Ingvar Stepanyan Paul Colomiets
Rust is for Rubyists
http://bit.ly/rustfest2017ruby 50% off
I’ll talk about my work
None
Bot building system
None
None
Conceived about 6 years ago
We’ve been building bots before it was cool
Bot
IRC WoW bots Web Scrapers
Chatbots
Conversational Commerce
A bot pretends to be a human
Makes stuff happen
Emphasis on “Human” aspect
Wit.ai API.ai Motion.ai Microsoft Bot Framework Init.ai <Whatever>.ai
Can you <deliver> <my order> to <my work address> instead?
What to do when there’s no match?
Guess Bail out
AI + Human
Facebook M 70% required human
Leaky abstraction
Bots are Dead End of story
“Human”-like is a red herring
How vs What
Goal Scenario Guidance
Humanize later
Scenario
Workflow
Do X Do Y Do Z
Customer case: PeopleReady
Workforce matching
“Uber for Workers”
I’m a construction worker I’m free next Friday
I need 5 extra construction workers on site next Friday
Phone Decision Tree
“If you need X press 1”
IVR “Interactive Voice Response”
Step 1: Static Tree
Step 2-∞: Refinements Shortcuts A/B tests
Identify a person/role Reduce tree
Known pending request: top-level notification
Global shortcuts
Keywords, numbers, etc.
Bot-to-Bot IVR-to-IVR
Pass context
Session storage HTTP/SIP headers Forward DTMFs
Dumb Boring
Efficient Predictable Less frustrating
None
Workflow Builder Execution Services Operator Apps Reporting
Many competitors Not a winner-takes-all
Lessons Learned
1. Providers
Slack, Messenger, Telegram, Skype, Email, sms, HipChat, WeChat, LINE, etc
The more the better?
SMS Phone Email
No middle man apps Brand <=> Phone
2. Execution model
State Machine
State Machine as Data
Flow Tree => Data Structure Executor
State Machine as Code
Flow Tree => Data => Code
Separate Infrastructure Separate Deploys Separate Load
AWS Lambda
3. Steps are the key
if … else Choice 10-15
Smart Steps 100s
Phone Transfer
Transfer to X Backup number? Voicemail? Transcode?
Feature discovery
Higher quality Bots by default
Programmable steps
Flow => Step
Step = Logic + UI both programmable
Custom JS Step
4. Service Flows
Pick up the phone Identify a User Voice Choice …
Number Provisioning API Adapter Reporting Events Hide Secrets …
Service flows Global Events with ACL
5. Dogfooding
Everything is a bot
Admin tools Monitoring Reporting Billing
6. UI and Reporting Sell Platform retains
UI! So many capabilities!
“Can you set it up for us?”
Typical Customer: sets thing up once receives reports
7. Reporting!
SQL Server OLAP Direct access
Let customers play with the data
8. AWS Lambda
async (req, context) => { ... }
Node 4.3 (6!) Python Java
Use Large
1 request = 1 new process
Dynamo & Redis :) Mongo, SQL :(
Dynamo is amazing!
9. Voice
Voice is inherently hard!
Twilio Best API and DevTools Still hard :(
Larger customers need cheaper voice
TwiML Twilio SIP + Custom Voice Direct SIP-to-SIP
SIP + RTP
SIP Commands & Events Bi-directional
RTP - audio
Often Arcane practices
Huge Risk
Opens doors
10. Small things Big Impact
Haiti Earthquake SMS Fundraiser
Suicide Prevention Hotline
Washington DC city bot
Roadside assistance Match-making Marketing Customer support Sales
OneReach
29-30 RustFest http://bit.ly/rustfest2017ruby 50% off
29-30 RustFest http://bit.ly/rustfest2017ruby 50% off 2 free tickets today