PeopleSoft Chatbots

Presented by:

Session ID

PeopleSoft Chatbots

Cameron McClurg, SpearMC Inc.

100500

Cameron McClurg

• Managing Director (Seattle)

• [email protected]

• (206) 819-7851

• Certifications: Peoplesoft, Oracle Cloud Infrastructure, and Hyperion/EPM

PeopleSoft RECONNECT Envision 2

© 2021 SpearMC Consulting

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Cost-to-coast coverage

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Gartner recognized. Oracle specialized.

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SpearMC is the sole featured PeopleSoft vendor in the latest 2021 Gartner Market Guide for Oracle Professional Services. We invested heavily into PeopleSoft several years ago and went “all in” with our leading approach to Oracle Cloud Infrastructure.

READ MORE >

© 2021 SpearMC Consulting

PeopleSoft RECONNECT Envision

About SpearMC

An Oracle Platinum Partner, we specialize in :

▪ PeopleSoft FSCM, HCM, SCM, Lease Administration

▪ PeopleSoft Application Support Managed Services

▪ PeopleSoft and Tools Training

▪ PeopleSoft Hosting on OCI

▪ PeopleSoft Test Framework and Test Automation

▪ PeopleSoft PUM Update and Testing as a Service

▪ Oracle EPM Cloud & Hyperion

▪ Oracle Business Intelligence

© 2021 SpearMC Consulting

5PeopleSoft RECONNECT Envision

Our Services

Oracle PeopleSoft

FSCM, HCM , ELM, CS

Managed Services

Oracle Cloud Hosting

Emerging Technology

Training

Hyperion, OBIEE,

Analytics

6PeopleSoft RECONNECT Envision

© 2021 SpearMC Consulting

Date Time (EDT) SpearMC Sessions at Reconnect Envision 2021A

pril 2

7th

1:00 pm - 2:00 pmThe Road to Kibana: Learn how a PeopleSoft customer paved their way to Data VisualizationsGary Dranikokski

Session ID: 100480

1:00 pm - 2:00 pmPeopleSoft Expenses at HMH: Featuring Google Maps Integration, Fluid, Duo and Twilio Text ReceiptsRandall Johnson with Hackensack Meridian Health

Session ID: 100460

3:00 pm - 3:30 pm Critical Success Factors for PeopleSoft Chatbot DeploymentsLogesh Balasubramaniam

Session ID: 100080

4:15 pm - 5:15 pm Children's Hospital Wisconsin: Lessons Learned 18 months since going live with PeopleSoft on OCIMiroslawa Babicz

Session ID: 100060

Ap

ril 2

8th

1:15 pm - 2:15 pm Extend PeopleSoft Financials to manage Resources, Projects, and Budgets across your portfolioTom Tretter

Session ID: 100760

3:15 pm - 4:15 pm Strategic Growth at Anne Arundel Medical Center Powered by PeopleSoft Projects and Grants on OCITom Tretter

Session ID: 100530

3:15 pm - 4:15 pm The PeopleSoft Community Shares Their Vision for World Class Travel and Expenses ManagementRandall Johnson with Oracle America, Inc

Session ID: 101150

5:00 pm - 6:00 pm The Case for Cloud Infrastructure; A Strategic ViewCameron McClurg

Session ID: 100750

6:15 pm - 7:15 pm Memorial Hospital and Jira – How efficiencies in support drive strategic workGary Dranikokski

Session ID: 100510

6:15 pm - 7:15 pm PeopleSoft Lease Management at ANZ Bank:Lease Compliance and Business Intelligence in one solutionRandall Johnson

Session ID: 100810

Ap

ril 2

9th

12:15 pm - 1:15 pmSystematic solutions for billing approvals for Grants and ContractsJessica Mann

Session ID: 100640

2:15 pm - 3:15 pmPeopleSoft ChatBotsCameron McClurg

Session ID: 100500

2:15 pm - 3:15 pm

NEXT-GEN Automated Testing with enhanced PTF and Open-Source tools to span multiple applicationsTom Tretter

Session ID: 100940

Agenda

PeopleSoft RECONNECT Envision 8

A (brief) History of Conversational Interfaces

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How many do you recognize?

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Conversational Interface

A conversational interface (CUI) is a user interface for computers that emulates a

conversation with a real human.

Instead of the user having to learn (by navigating through a menu or entering

the right information into the right field and clicking the right buttons), CUI’s

provide opportunity for user to speak naturally and for the machine to learn.

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Conversational Interface - Basic Flow

Interpretation of the Intentof the user using Natural

Language Processing (NLP)

Matching to a Dialog Flow Retrieve Data/Information Translate Data back into Conversational Response

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Conversational Interface

Goal of Conversational Interface: Reduce Friction

Example – Steps to Enter Sick time

1.Find link to login to PeopleSoft, Open Navigator (if I know how)

2.Navigate to Self Service

3.Click on Time Reporting

4.Click on Report Time

5.Click on Request Absence

6.Select Absence type (Sick)

7.Type in Date From

8.Type in Date To

9.Submit

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End User Training

Needed

Conversational Interface

Goal of Conversational Interface: Reduce Friction

Example – Steps to Enter Sick time

Example – Any internal group that answers repetitive questions

1.End User picks up the phone and calls for “Help”

2.Ask basic question

3.Make sure helper understands

4.Helper opens PeopleSoft and Navigates

5.Helper asks for required info (emplid, userid, name, etc.)

6.Helper responds with answer (repeat if incorrect)

7.End User wonders if they can get their last 10 minutes back

14Poor Customer Service

Conversational Interface

Changing Demographics & Expectations of the WorkForce…

Currently, Millennials and Gen Z make up 1/3 of the workforce. Within a decade they will make up over 50%.

Not only will employees accept functioning conversational interfaces, they will expect them.

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PeopleSoft Chatbot Overview

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Current Delivered Chatbots

• PeopleSoft Intelligent Chat Assistant from Oracle (PICASO)• Benefit

• Payroll for NA

• Absence

• Employee Directory

• Expense Inquiry

• Requisition Inquiry

• PeopleSoft Intelligent Chat Assistant from Oracle (PICASO)• Benefit

• Payroll for NA

• Absence

• Employee Directory

• Expense Inquiry

• Requisition Inquiry

• Global Payroll

• Recruiting

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Current Delivered Chatbots

Chatbots – Minimum Requirements

ORACLE DIGITAL ASSISTANT CLOUD-BASED SUBSCRIPTION

PEOPLETOOLS 8.57.07 OR HIGHER

HCM PI 31, FSCM PI 33, ELM 20, CAMPUS 15, CRM 18

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Chatbots – Minimum Requirements for Text Messaging

TWILIO ACCOUNT PEOPLETOOLS 8.57.07 OR HIGHER

HCM PI 35, FSCM PI 37, ELM 22, CAMPUS 19, CRM 19

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MOS: Doc ID 2681215.1

Chatbot Integration Framework

• Delivered as part of 8.57.07, the Chatbot Integration Framework was delivered. It includes:• PeopleSoft Config updates

• Installs for Web Server

• Skills to be imported into Oracle Digital Assistant

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Chatbot Integration Framework

• PeopleSoft• App Services Core (Reusable components for all chatbots, e.g. Security

authentication)

• App Services per application/bot (e.g. extraction of absence info or requisition data)

• Setup pages (Enterprise Components)

• Chat Client

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Chatbot Integration Framework

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Chatbot Integration Framework

• PeopleSoft Web Server• Web SDK for Chat Client

• Oracle Digital Assistant• “Skill” = Chatbot

• Skill Template

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Oracle Digital Assistant

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Oracle Digital Assistant

• Cloud Platform Service available to all customers (on prem or cloud)• Skills

• Intents

• Entities

• Dialog Flows

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Oracle Digital Assistant – Skill Store

• Skills are prebuilt templates

• Can be Extended or Cloned

• One skill per PeopleSoft Chatbot

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Oracle Digital Assistant – Skill Store

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ODA & PeopleSoft

ODA PeopleSoft

Natural Language Processor (NLP) Source Data

Create and Maintain Channel to access Chatbot Underlying application logic using application

service framework

Conversational Logic User Interface for accessing chatbot

Dialog Flow Dialog Messages

Connectivity to PeopleSoft

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Demos

Demo – View and Cancel

© 2020 SpearMC Consulting 31

Demo – “I want time off”

© 2020 SpearMC Consulting 32

Demo

• “My boss is killing me”

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Demo – Requestor Bot

© 2020 SpearMC Consulting 34

ODA Demo

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ODA Demo

© 2020 SpearMC Consulting 36

ODA Demo

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Build Your Own & Wrap Up

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Chatbot Setup – Build your own

• Steps-1. Create new app service (5 step process

listed in PeopleBooks)2. Pull Skill Template3. Add Intents, Utterances, Dialog Flow

and Train the Skill

• Required Developer Skills:• Understanding of ODA• Understanding of Application Services in

PeopleSoft• Skill Development (pro tip: deconstruct

delivered)• Knowledge of JavaScript

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Chatbots – Lifecycle Management

• App Services will be updated via PI releases

• ODA – For “Extended” skills, simply Rebase and this will retain all your changes

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Future Chatbots - HCM

HR - Personal Details

HR Help Desk

Time and Labor – Time Inquiry

ELM

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Future Chatbots - FSCM

Supplier Portal

Strategic Sourcing – Bidder FAQ

AR – Customer Assistant

Payables Supplier Assistant

GL: Financial Snapshot

EX: My Wallet and Expense Reports

Supply Chain: Visibility into Material Stock Requests and Item Availability

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• ODA Platform for Oracle Applications (ODAP4SaaS)

• $3 Per Employee/Month (min 1000 or $3,000/mo.)

• $6 Per Named User/Month (min 500 or $3,000/mo.)

Available via Oracle App Sales

• ODA Cloud Service

• $.0232 Per Request (min 250/hr or $4,300/mo.)

Available via Oracle Tech Rep

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Oracle Digital Assistant - Pricing

Discounts

Available

Oracle Digital Assistant – Cost ConsiderationsQuantitative:

• Time spent answering repetitive questions

• ODA can be licensed as a platform (meaning the more chatbots you deploy, the lower the per request cost and higher the ROI)

Qualitative:• Customer Satisfaction

• Admin Group Satisfaction/productivity

• Expand Reach/Adoption

• Multilingual support

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SpearMC ODA Services

PeopleSoft RECONNECT Envision 45

Advisory Training Deploy Maintain

Business Case Development

Readiness Planning

ODA Pricing and Licensing

PeopleSoft Chatbots Level 1 (1-day)

PeopleSoft Chatbots Level 2 (3-Days)

PeopleSoft ODA Integration

Extending Delivered Chatbots

Optimize for Custom Usage

Leverage Chatbot Usage Insights

Deploy new Chatbot Skills

On-going Tuning & Optimization

https://spearmc.com/peoplesoft/chatbots/

Conclusion

Chatbots are here…

Increase both User and Admin Group Satisfaction, while increasing productivity of both.

Leverage delivered bots, but personalize it with Utterances and Messaging

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Contact me:

Session ID:

Cameron McClurg

[email protected]

206-819-7851

100500

Appendix

PeopleSoft RECONNECT Envision 48

References

Conversational Interfaces and the Changing Workforce

• https://www.fastcompany.com/3058546/conversational-interfaces-explained

• https://www.forbes.com/sites/oracle/2018/11/12/3-ways-the-next-generation-of-chatbots-will-change-business/#1ab2f6135920

• https://www.linkedin.com/pulse/conversational-interfaces-speak-volumes-business-scott-likens/

• https://www.forbes.com/sites/theyec/2019/01/25/the-rise-of-conversational-interfaces-and-their-impact-on-business/#657fde012246

Oracle/PeopleSoft Links

• https://www.oracle.com/solutions/chatbots/what-is-a-chatbot/

• https://www.oracle.com/application-development/cloud-services/digital-assistant/

• https://docs.oracle.com/cd/E52319_01/infoportal/chatbot.html

• https://docs.oracle.com/cd/F30488_01/hcm92pbr34/eng/hcm/ecch/concept_UnderstandingChatbots.html?pli=ul_d29e210_ecch

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Chatbot Setup

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Chatbot Setup – Request/Response

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Chatbot Setup Steps

Web Server Setup Oracle Digital Assistant

PeopleSoft

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Chatbot Setup

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Chatbot Setup

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Chatbot Setup - Request

© 2020 SpearMC Consulting 55

Chatbot Setup - Response

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