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Register a new userMotivations, Classification and Model Trial of Conversational Agents for Insurance Companies
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Added by
Daniel Graziotin
Publication date
2018
fields
Informatics Engineering
and research's language is
English
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Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.
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Advances in artificial intelligence have renewed interest in conversational agents. Additionally to software developers, today all kinds of employees show interest in new technologies and their possible applications for customers. German insurance companies generally are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies theoretically by determining which classes of agents exist which are of interest to insurance companies, finding relevant use cases and requirements. We add two practical parts: First we develop a showcase prototype for an exemplary insurance scenario in claim management. Additionally in a second step, we create a prototype focusing on customer service in a chatbot hackathon, fostering innovation in interdisciplinary teams. In this work, we describe the results of both prototypes in detail. We evaluate both chatbots defining criteria for both settings in detail and compare the results and draw conclusions for the maturity of chatbot technology for practical use, describing the opportunities and challenges companies, especially small and medium enterprises, face.
We present the first systematic analysis of personality dimensions developed specifically to describe the personality of speech-based conversational agents. Following the psycholexical approach from psychology, we first report on a new multi-method approach to collect potentially descriptive adjectives from 1) a free description task in an online survey (228 unique descriptors), 2) an interaction task in the lab (176 unique descriptors), and 3) a text analysis of 30,000 online reviews of conversational agents (Alexa, Google Assistant, Cortana) (383 unique descriptors). We aggregate the results into a set of 349 adjectives, which are then rated by 744 people in an online survey. A factor analysis reveals that the commonly used Big Five model for human personality does not adequately describe agent personality. As an initial step to developing a personality model, we propose alternative dimensions and discuss implications for the design of agent personalities, personality-aware personalisation, and future research.
Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation data and use them for evaluation or modeling. Human annotation based approaches are easier to control, but hard to scale. A novel alternative approach is to collect users direct feedback via a feedback elicitation system embedded to the conversational agent system, and use the collected user feedback to train a machine-learned model for generalization. User feedback is the best proxy for user satisfaction, but is not available for some ineligible intents and certain situations. Thus, these two types of approaches are complementary to each other. In this work, we tackle the user satisfaction assessment problem with a hybrid approach that fuses explicit user feedback, user satisfaction predictions inferred by two machine-learned models, one trained on user feedback data and the other human annotation data. The hybrid approach is based on a waterfall policy, and the experimental results with Amazon Alexas large-scale datasets show significant improvements in inferring user satisfaction. A detailed hybrid architecture, an in-depth analysis on user feedback data, and an algorithm that generates data sets to properly simulate the live traffic are presented in this paper.
As AI continues to advance, human-AI teams are inevitable. However, progress in AI is routinely measured in isolation, without a human in the loop. It is crucial to benchmark progress in AI, not just in isolation, but also in terms of how it translates to helping humans perform certain tasks, i.e., the performance of human-AI teams. In this work, we design a cooperative game - GuessWhich - to measure human-AI team performance in the specific context of the AI being a visual conversational agent. GuessWhich involves live interaction between the human and the AI. The AI, which we call ALICE, is provided an image which is unseen by the human. Following a brief description of the image, the human questions ALICE about this secret image to identify it from a fixed pool of images. We measure performance of the human-ALICE team by the number of guesses it takes the human to correctly identify the secret image after a fixed number of dialog rounds with ALICE. We compare performance of the human-ALICE teams for t
Statistical language models (LM) play a key role in Automatic Speech Recognition (ASR) systems used by conversational agents. These ASR systems should provide a high accuracy under a variety of speaking styles, domains, vocabulary and argots. In this paper, we present a DNN-based method to adapt the LM to each user-agent interaction based on generalized contextual information, by predicting an optimal, context-dependent set of LM interpolation weights. We show that this framework for contextual adaptation provides accuracy improvements under different possible mixture LM partitions that are relevant for both (1) Goal-oriented conversational agents where its natural to partition the data by the requested application and for (2) Non-goal oriented conversational agents where the data can be partitioned using topic labels that come from predictions of a topic classifier. We obtain a relative WER improvement of 3% with a 1-pass decoding strategy and 6% in a 2-pass decoding framework, over an unadapted model. We also show up to a 15% relative improvement in recognizing named entities which is of significant value for conversational ASR systems.
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