CIPE, 21 de junio del 2018

Nuevos Entornos de Aprendizaje

Empathy & AI
(chatbots)
Marga Domenech – Equipo Asesoramiento
Psicopedagógico (EAP-B-39) de la Generalitat de
Catalunya
Rosa M. Gil – EPS Universitat de Lleida (UdL)
 What is empathy for
US?
• Empathy depending on subject
• Cognitive empathy & Affective empathy
 What is a chatbot?

https://console.bluemix.net/developer/watson/dashboard
Anatomy of a chatbot
Interaction Protocol
 Pedagogical
view
• Professional training:
• Family interviews: typos
• Multidisciplinary teams for psycological assessing
• Social workers
• Doctors training
• Empowering parents in dealing with educational issues
 Family typologies
• Collaborative families (economical issues subgroup)
• Over-protected families
• Negligent families
• Denying families (parents with mental disorders)
 AI view
• 2 platforms were tested: Dexter & IBM Watson
• Empathy and sentiment analysis
 Dexter y Algorithmia
• Sentiment Analysis
Sentiment Analysis is the most common text
classification tool that analyses an incoming
message and tells whether the underlying
sentiment is positive, negative our neutral
https://www.sciencedirect.com/science/article/pii/S2090447914000550
Dexter & Algorithmia
Dexter https://app.rundexter.com/editor/marga-rosa
 IBM Watson Chatbot
• Create an IBM Watson Assistant
• Botkit middleware to connect to platforms as
Facebook, messenger and so on.
https://watson-assistant.au-syd.bluemix.net/au-syd/crn:v1:bluemi
x:public:conversation:au-syd:a~2F406f793f1f0c0bc851c5bded6223a13
2:70e6d22f-44a6-4f05-8f4f-c382cb5d54f4::/workspaces/6fac196e-b33
7-483b-951d-92e060cab644/deploy/credentials
https://console.bluemix.net/docs/starters/upload_app.html

https://www.npmjs.com/package/botkit-middleware-watson
https://console.bluemix.net/developer/watson/dashboard
https://dzone.com/articles/build-watson-powered-facebook-messenger-chatbot
 Design steps

https://www.ibm.com/cloud/garage/tutorials/watson_conversation_support?task=1
Personas
 Empathy in IBM bots
• What is empathy?
• Empathy consists of two parts:
• The intellectual identification with the feelings,
thoughts, or attitudes of another.
• The vicarious experiencing of those feelings, thoughts,
or attitudes.
• Keep in mind, while they are close cousins,
empathy is not sympathy.
 Empathy Map
“Our users need a better way to ____ BECAUSE ____.”
 Empathy Map and
scenarios
“Our users need a better way to ____ BECAUSE ____.”
 Methodology
• 1) Family type (ex: negligent)
• 2) We choose a situation/scenario (ex: we want the
parents taking care of their daugther and bringing
her to school)
 Thinking
• “The kid is ok, there is no problem at all”
• “I am doing all I can”
• “Teachers worry too much about my daughter”
 Seeing
• “She closes herself in her bedroom”
• ”She doesn’t want to come to school because she
feels ill”
 Feel
• “I don’t know what to do”
• “I feel overwhelmed”
 Doing
• “Nothing”
Programming an IBM
chatbot
 Pains & Gains

If it helps, at the bottom of the empathy map,

draw two boxes: “Pains” and “Gains.”
In the “Pains” box, you can put your customers’
challenges and obstacles. Ask, “What keeps my
customer up at night?”
In the “Gains” box, include the goals your
customers hope to accomplish. Ask, “What
motivates my customer to get up in the morning?”
and “What are her hopes and dreams?”
 IBM Watson Empathy
• Personality Insights
• Tone analyzer

https://www.ibm.com/cloud/garage/content/think/practice_design_thinking
 IBM Watson Empathy
• Personality Insights: ‘The IBM Watson™ Personality Insights
service enables applications to derive insights from social media,
enterprise data, or other digital communications. The service uses
linguistic analytics to infer individuals' intrinsic personality
characteristics, including Big Five, Needs, and Values, from digital
communications such as email, text messages, tweets, and forum
posts.’

• Personality models
• Consumption preferences
 IBM Watson Empathy:
Personality Insights
• Personality models
• Big Five personality characteristics represent the most widely used model for generally
describing how a person engages with the world. The model includes five primary
dimensions:
• Agreeableness is a person's tendency to be compassionate and cooperative toward others.
• Conscientiousness is a person's tendency to act in an organized or thoughtful way.
• Extraversion is a person's tendency to seek stimulation in the company of others.
• Emotional range, also referred to as Neuroticism or Natural reactions, is the extent to which a
person's emotions are sensitive to the person's environment.
• Openness is the extent to which a person is open to experiencing different activities.
• Each of these top-level dimensions has six facets that further characterize an individual
according to the dimension.
• Needs describe which aspects of a product resonate with a person. The model includes
twelve characteristic needs.
• Values describe motivating factors that influence a person's decision making. The model
includes five values.
 IBM Watson Empathy
• Personality Insights:
• Personality models
• Big Five personality characteristicsEach Big Five dimension is described by three tables:
• The Facets table introduces the dimension's facets and describes individuals who score high
on each facet
• .The Range of characteristics table presents general descriptions that might apply to
individuals whose scores evidence more or less of each facet of the dimension, along with
terms that might describe such individuals. For a convenient single-page table that
summarizes the Range of characteristics tables for the facets of all five dimensions, see
Personality-Insights-Facet-Characteristics.pdf
• The Primary and secondary dimensions table presents information that relates the dimension
to other dimensions, describing combinations of personality characteristics. The table
provides interesting insight into how primary and secondary characteristics might interrelate
to represent an individual's composite personality. For a convenient single-page table that
summarizes the Primary and secondary characteristics tables for all five dimensions.
 IBM Watson Empathy
• Personality Insights:
• Consumption preferences:
• The author's inclinations for clothing (comfort versus fashion)
and automobiles (cost versus safety).
• The author's leanings toward different genres of music, movies,
and reading.
• The author's attitudes about the environment and
volunteering.
 Scenario
Scenario maps use a relatively simple formula. You capture
information by using different colored sticky notes for each of the
following numbers. Each number represents a row:
1.The steps that your persona takes to complete a task
2.The specific activities in which your persona engages to
complete the step
3.What your persona is thinking during this step
4.What your persona is saying during this step
5.What your persona is feeling during this step
 Empathy Map
• Identify who should help you build an empathy
map. Here are some key people to invite:
• You
• Stakeholders
• Customer support leads
• Vendors
• Product developers
• Salespeople
• Copywriters