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Understanding conversations within chatbots

Apr 06, 2017

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Oracle OpenWorld

PaaS Partner Community Forum 2017ChatbotsSplit | March 27, 2017Lon Smiers

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017

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Lon SmiersOracle Solution Architect

Dutch Capgemini Center of Excellence lead Oracle PaaS Oracle ACEAuthor Oracle Case Management Solutions

http://oraclecasemanagementsolutions.com/

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017

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From interaction to conversation

Chatbots deliver Conversation capabilities with Customers We need to understand old fashioned Grammar again

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017

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A new sound in the market

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017My bicycle is stolenHow many ways are there to say My bicycle is stolen

My bicycle is stolenMy bike is stolenSomebody took my tandemMy bike got nickedMy wheels are goneF**#!, they took me iron horseDuring 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

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017Back to school

I love grammar

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017Natural Language Processing (NLP)

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017Conversation maturity modelUse CaseInteractionIntegrationLanguagesChannelConversation spanNLP supportEase of set up

1.0Alleviating call center and supports desks from all standard questionsmenu basedSimple Q&AData retrievalEnglish + ..One or more available in productCustomer codingConversation stays in one channelsSimple rules (hardcoded)Coding

2.0Automated intelligent communicationIntelligent conversationsingle line NLPAPI basedMultiOmniConversation can cross channelsTraining model(s)Configure

3.0Intelligent Case managementCase contextAPI based / vocabulary basedFlexibility in adding languagesOmniConversation can cross channelsMulti person conversationMulti bot interactionsSelf learningPrefab

Conversation maturity level

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017Where is Oracle with Chatbots?

Larry announces chatbots at Oracle Open WorldA-Team launched intermediate chatbot solution in November 2016Oracle is developing Oracle Intelligent BotsDue summer 2017

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017The Oracle Chatbot architectureA-Team solutionFacebookSlackChatbot message platformChatbot EngineChatbot ComponentsCloud systemsOn-prem systemChat ChannelOracleChatbotApplicationBack-end systemsChannels through which end-users can communicateThe translation engine through which messages are passed on to the different chat channelsThe core part of the chatbot application responsible for the conversation with the end-userCommunication to the back-end systems, enabling in-flight data enrichment of conversation The back-end systems, whether cloud or on-premise basedACCSMCSApplicaton Container Cloud Services (ACCS)Mobile Cloud Services (MCS) Maturity level 1.0 ChatbotGood for demosEasy setup, good description

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017Oracle Intelligent Bots: Key Components

Channel ConfiguratorDialogFlow ExecutionCustomComponentsin Dialog FlowAI Engine

Unified cross-channel chat interface between bots & humans

Declarative bot builder UI for bot flowState 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 APIs that satisfy human requests via the bot

Custom11Waiting for first test versionMaturity level 2.0 Chatbot ???

Copyright 2017, Oracle and/or its affiliates. All rights reserved.

Copyright 2017, Oracle and/or its affiliates. All rights reserved. Demo

nr.Copyright Capgemini and Sogeti 2016. All Rights ReservedPresentation Title | DateContact informationLon SmiersOracle Solution ArchitectOracle ACE

[email protected]+31 6 150 30 373http://twitter.com/leonsmiershttp://www.capgemini.com/oraclebloghttp://oraclecasemanagementsolutions.com/

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Copyright Capgemini and Sogeti 2016. All Rights ReservedPaaS Community Platform 2017, Split Croatia, March 2017

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About Capgemini and SogetiWith 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.

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

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