OpenTalks.AI - Александр Крайнов, Голосовые технологии: каким будет этот канал в России?

Transcript

1. Voice technologies: what will be this channel in Russia? Alexander Krainov, Head of Machine Intelligence Lab
2. History flashback
6. Source: Wikipedia.org, www.en.wikipedia.org/wiki/Nokia_E63#/media/File:Nokie_E63_View.png
8. What’s next
11. Source: ”N+1”, www.nplus1.ru
12. Source: Strategy Analytics, October 2014 The world of smart things 0 10 000 20 000 30 000 40 000 50 000 60 000 70 000 80 000 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet of things devices Smart clothes Smart home devices Smart TVs Internet media devices Tablets Smartphones PCs 75% of all devices will be something other than smartphones, laptops, or tablets
13. Integrated interface for control
14. Source: Yandex, 3Q 2018 of all queries on Yandex.Search App are voice queries
15. ”Conversational platforms will drive the next big Paradigm shift in how humans interact with the digital world” – Gartner Top 10 Strategic Tehnology Trends for 2018
16. Sources: Activate analysis, Company press releases, Press reports. Michael Wolf, Activate, Wall Street Journal’s D.Live conference, 2017. Note: positioning represents either product announcement or launch date. The smart speaker battles are not really about the device; the battles began in 2014 and escalated over 2 years
17. What is behind an Assistant?
18. 1 billion voice queries three years of continuous sound
19. SpeechKit Качество распознания речи Human
20. What is the weather today in Moscow? Today in Moscow +11C, sunny US dollar exchange rate 57.36 rubles, Moscow stock market, 17 October, 13:21
21. Everest’s height is 8 848m above sea level What is the height of Everest? Where is it? It is located in the Himalayas. The international border between China and Nepal runs across its summit point
25. Machine Learning for general conversation › Train on millions of dialogues from the internet and books › Heavy-duty ML: 70+ layer deep neural network Boosted trees Multi-objective optimization
26. Alice audience 33 Millions MAUs (September 2018)
27. Alice is the most popular assistant in Russia Source: Yandex, n=1200, June 2018 75% 50% 45% Alice Google Assistant Siri Spontaneous recall 46% 21% 20% Alice Google Assistant Siri Top of mind
28. Alice lives outside apps, too Source: Yandex, September 2018
29. Why do you need a robot in your call-center? › Reduce spending / free up resources for more valuable calls › Unlimited and immediate scaling › Customer satisfaction from faster response times › Predictable behaviour
30. The 9 easier use cases Instead of human › FAQs › Call routing › Informative outbound calls › Confirming online orders, payment completion, collecting address and time of delivery › Customer satisfaction surveys › Collecting metering data In addition to the human › Call transcription › Search and analysis of presence of key words in conversations › Defining call subject
31. More difficult cases Instead of human In addition to the human › Checking account balance or service delivery status › Activating/deactivating services › Scheduling appointments › Choosing a product / service › Soft collection › Active sales › Analyzing if call went according to the script › Analyzing emotions › Scenario hints during the conversation › Authentification
32. What you need to for call-center automation Dialogue engine Named entity recognition Classifiers Emotion analysis engine Integration with business applications Biometrics Telephony integration API for voice synthesis / recognition Compulsory element Additional element
33. ”Please connect me to Alexander Krainov. I need a taxi tonight at 7pm to Radisson Royal, to go to L’va Tolstogo str. 16 ” Named entity recognition command name date time organization address
34. What you need to know about call center automation › All scenarios are different, start with simplest ones › Robots don’t pass the Turing test (yet), don’t hide it’s a robot › Managing most parts of the dialogue with simple rules is still more stable rules than ML/AI, don’t have too high expectations for the latter › Always keep the option to switch to a human operator
35. Voice tech is typically part of the cloud because you may need much more than just TTS and STT Translate Object storage Text to speech Speech to text NER/NLU Compute resources Databases Serverless tools Marketplace for models (e.g, APIs) and applications Data science tools
36. Business
37. What would you like to know? Flight status Do you know your flight number? No On what day is the flight? May 29, from Moscow to Berlin Flight No. 895, Moscow-Berlin. Gate number not available yet. Departure: 12:45 p.m., May 29, 2018. Arrival: 2:40 p.m., May 29, 2018. On schedule Hello! I wonder if it’s allowed that I have smoked fish in my carry-on baggage on the Tyumen-Novosibirsk flight. Good afternoon! Sure, just make sure that it’s packed in an airtight container and that you don’t exceed the weight limit. The website says the carry-on limits are 10 kg, 55x40x20. Is that right? That is correct. Thank you! Thanks for contacting us. Have a nice day!
38. Source: Yandex, September 2018 skills
40. That was fast, just 6 seconds — don’t forget about technique! Coming next: side plank for 20 seconds Done Do 5 squats
41. Fairy tales read by Russian stars Journalist Aliona Doletskaya reads Russian folk tale about Baba Yaga, the old witch. If you want to hear it, say, “Alice, turn on Aliona Doletskaya’s fairy tale.”
42. Source: Yandex, September 2018 Fairy tales skill MAU
43. Components of Ecosystem Voice Processing: Recognition and synthesis Intent Recognition Mobile apps@services Desktop apps@services Browser Auto Smart speakers Users Knowledge base Search Map & navigation Weather forecast Shopping Music Taxi Free Conversation Cinema ticket Travel Shopping Service Appointments Smart House Food Delivery … Knowledg e base Search Map & navigation Weather forecast Shopping Music Taxi Free Conversation
44. Certification program https://tech.yandex.ru/dialogs/alice/doc/certification-docpage/
45. YouTube channel of Yandex.Dialogs
46. Awards Every month Alice rewards the authors of the best skills. By the end of 2018, she will have given away over 1 million rubles. Alice Awards First prize: 150 000 rubles Second prize: 100 000 rubles Third prize: 85 000 rubles Documentation Contest rules Create skill
47. Useful links: • Yandex.Dialogs: https://dialogs.yandex.ru/ • Developers chat: https://t.me/yadialogsnews • Official Blog: https://yandex.ru/blog/dialogs/ • YouTube: https://clck.ru/EheQE