Sure.. it is used to manage all the conversational flows and state for a chatbot. We use it for both branching conversations flows and goal based flows. Ink is simple enough that our content writers can work directly with it and we get clean separation of content and code.
The bot itself is pretty interesting. It has 350+ conversation flows, largely dealing with customer service for a business with fairly complicated products and business rules.
The bot is plumbed into 7 odd channels and has to deal with channel specific answers (eg if you are in the mobile app or the self-service portal then the answer on how to do something is different from how to do it if you are on the website's home page).
Additionally it has to handle regional specific answers, so the bots answers are country specific as well.
And it deals with logged in and not logged in states too :)
This all makes for an interesting content management problem (40k words) that our use of Ink readily solves.
Currently bot has 68% conversation success rate. E.g. 68% of the time he is able to resolve the customers issue which we think is pretty good considering the wide domain we are dealing with and the very strange edge cases the industry we are in has.
Thanks. The really fascinating thing is have a direct "stream of conscience" from our customers. With a 1000+ conversation a day you really get to see the problems they are having with our products, processes, UX etc As well as their responses to things in the news etc. Our product teams love it.
We use ML for Intent matching and NER and Ink to control the conversation state and flow. The core of this has been open sourced so you can see how we will the two together in practice here https://github.com/rabidgremlin/Mutters
The bot itself is pretty interesting. It has 350+ conversation flows, largely dealing with customer service for a business with fairly complicated products and business rules.
The bot is plumbed into 7 odd channels and has to deal with channel specific answers (eg if you are in the mobile app or the self-service portal then the answer on how to do something is different from how to do it if you are on the website's home page).
Additionally it has to handle regional specific answers, so the bots answers are country specific as well.
And it deals with logged in and not logged in states too :)
This all makes for an interesting content management problem (40k words) that our use of Ink readily solves.
Currently bot has 68% conversation success rate. E.g. 68% of the time he is able to resolve the customers issue which we think is pretty good considering the wide domain we are dealing with and the very strange edge cases the industry we are in has.