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Андрей Листочкин (Andrey Listochkin)
April 08, 2017
Programming
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450
We Make Bots. For Real
Андрей Листочкин (Andrey Listochkin)
April 08, 2017
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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