Microsoft introduces guidelines for developing responsible conversational AI

The field of conversational AI isn’t new to me Support.Microsoft.Com/Help or to Microsoft. In fact, Microsoft Support Phone Number I’ve been working on conversational interfaces since 1995 when we developed Comic Chat, a graphical chat service that was embedded in Http //Support.Microsoft.Com/Help an early version of Microsoft Customer Service Internet Explorer. The lessons we’ve learned from those experiences, and from our more recent work with tools such as Cortana and Zo, have helped us shape these guidelines, which we follow in our own efforts to develop responsible and trusted bots Microsoft Support Phone Number.

These guidelines Support.Microsoft.Com/Help are just that – guidelines. They represent the things we’ve found helpful to think through, especially when designing bots that have the potential to affect people Microsoft Customer Service in consequential ways, such as Http //Support.Microsoft.Com/Help helping them navigate Microsoft Support Phone Number information related to employment, finances, physical health and mental well-being. In these situations, we’ve learned to pause and ask: Is this a situation in which it’s Microsoft Support Phone Number important to make sure there are people involved to provide judgement, expertise and empathy.



In addition to these guidelines, we hope you’ll take advantage of other tools we offer, such as the offensive Support.Microsoft.Com/Help text classifiers in the  to protect your Http //Support.Microsoft.Com/Help bot from abuse and to build traceability capabilities Microsoft Support Phone Number into your bot, which are helpful in Microsoft Customer Service determining the cause of errors and maintaining reliability Microsoft Support Phone Number.

In general, the guidelines Microsoft Support Phone Number emphasize Support.Microsoft.Com/Help the development of conversational AI that is responsible and trustworthy from the very beginning of the design process. They encourage companies and organizations to stop and think about how Http //Support.Microsoft.Com/Help their bot will be used and take the steps necessary to prevent abuse. At the end of the day, the guidelines Microsoft Customer Service are all about trust Microsoft Support Phone Number, because if people don’t trust the technology, they aren’t going to use it.

We think earning that trust begins with transparency about your organization’s use of conversational AI. Support.Microsoft.Com/Help Make sure users understand they may be interacting with a bot instead of – or in addition to – a person, and that Http //Support.Microsoft.Com/Help they know bots, like people, are fallible. Acknowledge the limitations of your bot, and Microsoft Support Phone Number make sure your bot sticks to what it is designed to do. A bot designed Microsoft Customer Service Microsoft Support Phone Number to take pizza orders, for example, should avoid engaging on sensitive topics such as race, gender, religion and politics.



Think of conversational AI Microsoft Support Phone Number as an extension of your brand, a service that interacts with your customers and Microsoft Support Phone Number clients using natural language on behalf of your organization. Remember that when a person interacts Support.Microsoft.Com/Help with a bot that represents your organization, your organization’s trust Microsoft Customer Service is on the line. If your bot violates Http //Support.Microsoft.Com/Help your customer’s trust, then their trust in your organization may in fact be violated. That’s why the first and foremost goal of these guidelines is to help the designers and developers of conversational AI build responsible bots that represent the trust in the organization that they represent.

We also encourage you to use your best judgment when considering Support.Microsoft.Com/Help and applying these guidelines, and to also use the appropriate Http //Support.Microsoft.Com/Help channels Microsoft Customer Service in your organization to ensure you’re in compliance with fast-changing privacy, security and Microsoft Support Phone Number accessibility regulations Microsoft Support Phone Number.

Finally, it’s important Support.Microsoft.Com/Help to note that these guidelines are just our current thoughts; they are Microsoft Support Phone Number a work in progress. We have more questions than we have answers today. We know we’ll learn Microsoft Customer Service more as we design, build and deploy more Http //Support.Microsoft.Com/Help bots in the real world. Microsoft Support Phone Number We look forward to your feedback on these guidelines and working with you as we work toward a future where conversational AI help us all achieve more Microsoft Customer Service.