Understanding conversations within chatbots
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The document discusses the evolution and capabilities of chatbots within the context of Oracle's PaaS community and emphasizes the importance of understanding natural language processing (NLP) for effective communication. It outlines various maturity levels of chatbot technology and their applications in customer service and intelligent case management. Additionally, it highlights Oracle's developments in the chatbot space, including an architecture for their chatbot solutions and the integration with multiple communication channels.
Understanding conversations within chatbots
- 1. PaaS Partner Community Forum 2017 Chatbots Split | March 27, 2017 Léon Smiers
- 2. 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/
- 3. 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
- 4. 4Copyright © Capgemini and Sogeti 2016. All Rights Reserved PaaS Community Platform 2017, Split Croatia, March 2017 A new sound in the market
- 5. 5Copyright © Capgemini and Sogeti 2016. All Rights Reserved 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
- 6. 6Copyright © Capgemini and Sogeti 2016. All Rights Reserved PaaS Community Platform 2017, Split Croatia, March 2017 Back to school I love grammar
- 7. 7Copyright © Capgemini and Sogeti 2016. All Rights Reserved 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
- 8. 8Copyright © Capgemini and Sogeti 2016. All Rights Reserved PaaS Community Platform 2017, Split Croatia, March 2017 Conversation maturity model Use Case Interaction Integration Languages Channel Conversation span NLP support Ease of set up 1.0 Alleviating call center and supports desks from all standard questions menu based Simple Q&A Data retrieval English + .. One or more available in product Customer coding Conversation stays in one channels Simple rules (hardcoded) Coding 2.0 Automated intelligent communication Intelligent conversation single 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 channels Multi person conversation Multi bot interactions Self learning Prefab Conversation maturity level
- 9. 9Copyright © Capgemini and Sogeti 2016. All Rights Reserved 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 Bots Due summer 2017
- 10. 10Copyright © Capgemini and Sogeti 2016. All Rights Reserved PaaS Community Platform 2017, Split Croatia, March 2017 The Oracle Chatbot – architecture A-Team solution Face book Slack Chatbot message platform … Chatbot Engine Chatbot Components Cloud systems On-prem system Chat Channel Oracle Chatbot 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 Chatbot Good for demo’s Easy setup, good description
- 11. 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 Dialog Flow Execution Custom Components 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 version Maturity level 2.0 Chatbot ???
- 12. 12Copyright © Capgemini and Sogeti 2016. All Rights Reserved Presentation Title | Date Demo
- 13. 13Copyright © Capgemini and Sogeti 2016. All Rights Reserved PaaS Community Platform 2017, Split Croatia, March 2017 Contact information Léon Smiers Oracle Solution Architect Oracle ACE leon.smiers@capgemini.com +31 6 150 30 373 http://twitter.com/leonsmiers http://www.capgemini.com/oracleblog http://oraclecasemanagementsolutions.com/
- 14. 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.com www.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.