Business process automation is a booming multi-billion-dollar industry that promises to remove menial tasks from workers' plates -- through the introduction of autonomous agents -- and free up their time and brain power for more creative and engaging tasks. However, an essential component to the successful deployment of such autonomous agents is the ability of business users to monitor their performance and customize their execution. A simple and user-friendly interface with a low learning curve is necessary to increase the adoption of such agents in banking, insurance, retail and other domains. As a result, proactive chatbots will play a crucial role in the business automation space. Not only can they respond to users' queries and perform actions on their behalf but also initiate communication with the users to inform them of the system's behavior. This will provide business users a natural language interface to interact with, monitor and control autonomous agents. In this work, we present a multi-agent orchestration framework to develop such proactive chatbots by discussing the types of skills that can be composed into agents and how to orchestrate these agents. Two use cases on a travel preapproval business process and a loan application business process are adopted to qualitatively analyze the proposed framework based on four criteria: performance, coding overhead, scalability, and agent overlap.
Robotic process automation (RPA) has emerged as the leading approach to automate tasks in business processes. Moving away from back-end automation, RPA automated the mouse-click on user interfaces; this outside-in approach reduced the overhead of updating legacy software. However, its many shortcomings, namely its lack of accessibility to business users, have prevented its widespread adoption in highly regulated industries. In this work, we explore interactive automation in the form of a conversational digital assistant. It allows business users to interact with and customize their automation …
Center for Information and Language Processing (CIS), LMU Munich（慕尼黑大学信息与语言处理中心（CIS））；integral learning GmbH（integral learning有限公司）
Intelligent Process Automation (IPA) is an emerging technology with a primary goal to assist the knowledge worker by taking care of repetitive, routine and low-cognitive tasks. Conversational agents that can interact with users in a natural language are potential application for IPA systems. Such intelligent agents can assist the user by answering specific questions and executing routine tasks that are ordinarily performed in a natural language (i.e., customer support). In this work, we tackle a challenge of implementing an IPA conversational assistant in a real-world industrial setting with a…
As digital virtual assistants become ubiquitous, it becomes increasingly important to understand the situated behaviour of users as they interact with these assistants. To this end, we introduce SIMMC, an extension to ParlAI for multi-modal conversational data collection and system evaluation. SIMMC simulates an immersive setup, where crowd workers are able to interact with environments constructed in AI Habitat or Unity while engaging in a conversation. The assistant in SIMMC can be a crowd worker or Artificial Intelligent (AI) agent. This enables both (i) a multi-player / Wizard of Oz settin…
University of Guelph（圭尔夫大学）；Vector Institute for Artificial Intelligence（向量人工智能研究院）；University of Alberta（阿尔伯塔大学）；Alberta Machine Intelligence Institute（阿尔伯塔机器智能研究院）
Intelligent assistants that follow commands or answer simple questions, such as Siri and Google search, are among the most economically important applications of AI. Future conversational AI assistants promise even greater capabilities and a better user experience through a deeper understanding of the domain, the user, or the user's purposes. But what domain and what methods are best suited to researching and realizing this promise? In this article we argue for the domain of voice document editing and for the methods of model-based reinforcement learning. The primary advantages of voice docume…
Technology companies have produced varied responses to concerns about the effects of the design of their conversational AI systems. Some have claimed that their voice assistants are in fact not gendered or human-like -- despite design features suggesting the contrary. We compare these claims to user perceptions by analysing the pronouns they use when referring to AI assistants. We also examine systems' responses and the extent to which they generate output which is gendered and anthropomorphic. We find that, while some companies appear to be addressing the ethical concerns raised, in some case…
Conversational AI systems are becoming famous in day to day lives. In this paper, we are trying to address the following key question: To identify whether design, as well as development efforts for search oriented conversational AI are successful or not.It is tricky to define 'success' in the case of conversational AI and equally tricky part is to use appropriate metrics for the evaluation of conversational AI. We propose four different perspectives namely user experience, information retrieval, linguistic and artificial intelligence for the evaluation of conversational AI systems. Additionall…
We describe experiments towards building a conversational digital assistant that considers the preferred conversational style of the user. In particular, these experiments are designed to measure whether users prefer and trust an assistant whose conversational style matches their own. To this end we conducted a user study where subjects interacted with a digital assistant that responded in a way that either matched their conversational style, or did not. Using self-reported personality attributes and subjects' feedback on the interactions, we built models that can reliably predict a user's pre…
Rochester Institute of Technology（罗切斯特理工学院）；University of Waterloo（滑铁卢大学）；The Hong Kong University of Science and Technology (Guangzhou)（香港科技大学（广州））；The Hong Kong University of Science and Technology（香港科技大学）
AI is promising in assisting UX evaluators with analyzing usability tests, but its judgments are typically presented as non-interactive visualizations. Evaluators may have questions about test recordings, but have no way of asking them. Interactive conversational assistants provide a Q&A dynamic that may improve analysis efficiency and evaluator autonomy. To understand the full range of analysis-related questions, we conducted a Wizard-of-Oz design probe study with 20 participants who interacted with simulated AI assistants via text or voice. We found that participants asked for five categorie…
IBM Research AI（IBM研究院人工智能部门）；IBM Argentina（IBM阿根廷公司）
The Programmer's Assistant is an experimental prototype software development environment that integrates a chatbot with a code editor. Conversational capability was achieved by using an existing code-fluent Large Language Model and providing it with a prompt that establishes a conversational interaction pattern, a set of conventions, and a style of interaction appropriate for the application. A discussion of the evolution of the prompt provides a case study in how to coax an existing foundation model to behave in a desirable manner for a particular application.
A Multimodal Conversational Assistant for the Characterization of Agricultural Plots from Geospatial Open Data
Dept. AI \& Data Analytics CTIC Technology Center Gijón, Spain；Dept. IT CTIC Technology Center Gijón, Spain；Eng. University of Oviedo Gijón, Spain；Dept. R \& D CTIC Technology Center Gijón, Spain
User Misconceptions of LLM-Based Conversational Programming Assistants
University of Michigan（密歇根大学）；Pontifical Catholic University of Rio de Janeiro（里约热内卢天主教大学）；Heidelberg University（海德堡大学）；Reykjavik University（雷克雅未克大学）；IT University of Copenhagen（哥本哈根IT大学）
Crowd-powered conversational assistants have been shown to be more robust than automated systems, but do so at the cost of higher response latency and monetary costs. A promising direction is to combine the two approaches for high quality, low latency, and low cost solutions. In this paper, we introduce Evorus, a crowd-powered conversational assistant built to automate itself over time by (i) allowing new chatbots to be easily integrated to automate more scenarios, (ii) reusing prior crowd answers, and (iii) learning to automatically approve response candidates. Our 5-month-long deployment wit…
Business and ethical concerns in domestic Conversational Generative AI-empowered multi-robot systems
University of Vaasa（瓦萨大学）；University of Arts London（伦敦艺术大学）；University of Jyväskylä（于韦斯屈莱大学）；University of Helsinki（赫尔辛基大学）；Free University of Bozen-Bolzano（博尔扎诺自由大学）；University of Tampere（坦佩雷大学）
Advances in voice-controlled assistants paved the way into the consumer market. For professional or industrial use, the capabilities of such assistants are too limited or too time-consuming to implement due to the higher complexity of data, possible AI-based operations, and requests. In the light of these deficits, this paper presents Insightful Assistant---a pipeline concept based on a novel operation graph representation resulting from the intents detected. Using a predefined set of semantically annotated (executable) functions, each node of the operation graph is assigned to a function for …
This work compares user collaboration with conversational personal assistants vs. teams of expert chatbots. Two studies were performed to investigate whether each approach affects accomplishment of tasks and collaboration costs. Participants interacted with two equivalent financial advice chatbot systems, one composed of a single conversational adviser and the other based on a team of four experts chatbots. Results indicated that users had different forms of experiences but were equally able to achieve their goals. Contrary to the expected, there were evidences that in the teamwork situation t…
Arizona State University（亚利桑那州立大学）；IBM Research - Almaden；ICS-Forth；Google（谷歌）
Conversational interfaces to Business Intelligence (BI) applications enable data analysis using a natural language dialog in small incremental steps. To truly unleash the power of conversational BI to democratize access to data, a system needs to provide effective and continuous support for data analysis. In this paper, we propose BI-REC, a conversational recommendation system for BI applications to help users accomplish their data analysis tasks. We define the space of data analysis in terms of BI patterns, augmented with rich semantic information extracted from the OLAP cube definition, and …
Carnegie Mellon University（卡内基梅隆大学）；University of Michigan（密歇根大学）；Ariel University（阿里埃勒大学）
Intelligent conversational assistants, such as Apple's Siri, Microsoft's Cortana, and Amazon's Echo, have quickly become a part of our digital life. However, these assistants have major limitations, which prevents users from conversing with them as they would with human dialog partners. This limits our ability to observe how users really want to interact with the underlying system. To address this problem, we developed a crowd-powered conversational assistant, Chorus, and deployed it to see how users and workers would interact together when mediated by the system. Chorus sophisticatedly conver…
Conversational AI assistants are becoming popular and question-answering is an important part of any conversational assistant. Using relevant utterances as features in question-answering has shown to improve both the precision and recall for retrieving the right answer by a conversational assistant. Hence, utterance generation has become an important problem with the goal of generating relevant utterances (sentences or phrases) from a knowledge base article that consists of a title and a description. However, generating good utterances usually requires a lot of manual effort, creating the need…
With the recent explosion in popularity of voice assistant devices, there is a growing interest in making them available to user populations in additional countries and languages. However, to provide the highest accuracy and best performance for specific user populations, most existing voice assistant models are developed individually for each region or language, which requires linear investment of effort. In this paper, we propose a general multilingual model framework for Natural Language Understanding (NLU) models, which can help bootstrap new language models faster and reduce the amount of…
Demand for image editing has been increasing as users' desire for expression is also increasing. However, for most users, image editing tools are not easy to use since the tools require certain expertise in photo effects and have complex interfaces. Hence, users might need someone to help edit their images, but having a personal dedicated human assistant for every user is impossible to scale. For that reason, an automated assistant system for image editing is desirable. Additionally, users want more image sources for diverse image editing works, and integrating an image search functionality in…
