Understanding conversations within chatbots
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Transcript of Understanding conversations within chatbots
PaaS Partner Community Forum 2017ChatbotsSplit | March 27, 2017Léon Smiers
2Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Léon Smiers
Oracle Solution Architect
Dutch Capgemini Center of Excellence lead Oracle PaaS
Oracle ACE
Author Oracle Case Management Solutions
http://oraclecasemanagementsolutions.com/
3Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
From interaction to conversation
Chatbots deliver Conversation capabilities
with Customers We need to understand
‘old fashioned Grammar’ again
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PaaS Community Platform 2017, Split Croatia, March 2017
A new sound in the market
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PaaS Community Platform 2017, Split Croatia, March 2017
My bicycle is stolen
How many ways are there to say ‘My bicycle is stolen’
My bicycle is stolen My bike is stolen Somebody took my tandem My bike got nicked My wheels are gone F**#!, they took me iron horse During the act of drinking a nice beer a rascal took advantage of me enjoying that particular beer and relieved
me of my dear bicycle, god bless his soul
6Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Back to school
I love grammar
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PaaS Community Platform 2017, Split Croatia, March 2017
Natural Language Processing (NLP)
Parse question and determine what’s
being asked
Identify candidate answers
Score candidate answers
Return top scoring answers
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PaaS Community Platform 2017, Split Croatia, March 2017
Conversation maturity model
Use Case
Interaction
Integration
Languages
Channel
Conversation span
NLP supportEase of set up
1.0
Alleviating call center and supports desks from all standard questions
menu basedSimple Q&A
Data retrieval
English + ..One or more available in productCustomer coding
Conversation stays in one channels
Simple rules (hardcoded)Coding
2.0
Automated intelligent communication
Intelligent conversationsingle line NLP
API based
Multi
Omni
Conversation can cross channels
Training model(s)Configure
3.0
Intelligent Case management
Case context
API based / vocabulary based
Flexibility in adding languages
Omni
Conversation can cross channelsMulti person conversationMulti bot interactions
Self learningPrefab
Conversation maturity level
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PaaS Community Platform 2017, Split Croatia, March 2017
Where is Oracle with Chatbots?
Larry announces chatbots at Oracle Open World
A-Team launched intermediate chatbot solution in November 2016
Oracle is developing Oracle Intelligent BotsDue summer 2017
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PaaS Community Platform 2017, Split Croatia, March 2017
The Oracle Chatbot – architectureA-Team solution
Facebook Slack
Chatbot message platform
…
Chatbot Engine
Chatbot Components
Cloud systems
On-prem system
Chat Channel
OracleChatbot
Application
Back-end systems
Channels through which end-users can communicate
The translation engine through which messages are passed on to
the different chat channels
The core part of the chatbot application responsible for the conversation with the end-user
Communication to the back-end systems, enabling in-flight data
enrichment of conversation
The back-end systems, whether cloud or on-premise based
ACCS
MCS
Applicaton Container Cloud Services (ACCS)
Mobile Cloud Services (MCS)
Maturity level 1.0 ChatbotGood for demo’sEasy setup, good description
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Oracle Intelligent Bots: Key Components
Channel Configurator
DialogFlow
Execution
CustomComponents
in Dialog Flow
AI Engine
• Unified cross-channel chat interface between bots & humans
• Declarative bot builder UI for bot flow
• State machine that executes context driven workflows with scoped variables
• Active machine learning algorithms that identify relationships and extract insights from unstructured data
• SDK to consume backend API’s that satisfy human requests via the bot
Custom
11
Waiting for first test versionMaturity level 2.0 Chatbot ???
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Presentation Title | Date
Demo
13Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Contact information
Léon SmiersOracle Solution ArchitectOracle ACE
[email protected]+31 6 150 30 373
http://twitter.com/leonsmiershttp://www.capgemini.com/oraclebloghttp://oraclecasemanagementsolutions.com/
The information contained in this presentation is proprietary.Copyright © 2016 Capgemini and Sogeti. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
www.capgemini.comwww.sogeti.com
About Capgemini and Sogeti
With more than 180,000 people in over 40 countries, Capgemini is a global leader in consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.
Sogeti is a leading provider of technology and software testing, specializing in Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and Cyber Security. Sogeti brings together more than 23,000 professionals in 15 countries and has a strong local presence in over 100 locations in Europe, USA and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the Paris Stock Exchange.