Using Process Mining to Improve Conversational Interfaces

24:08Recorded on 20 June 2019 at TU Eindhoven

Zvi Topol(MuyVentive, United States)

Zvi shows how process mining techniques can be leveraged to improve natural language interfaces by analyzing conversational data from chatbot interactions with customers.

Synopsis

Zvi Topol is a Data Scientist and CEO at MuyVentive, an advanced analytics R&D company focusing on AI/ML and Conversational Analytics work. He explored process mining for a completely new use case: The improvement of conversational interfaces.

Chatbots and voice interfaces such as Amazon Echo and Google Home are changing the way we interact with computers. Using natural language processing and machine learning, data scientists can detect the intents during the course of a conversation. Zvi added process mining on top of the detected intents to visualize the conversational flows. He showed how the discovery of conversational patterns can help to improve the customer experience of these conversational interfaces.

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