Managing expectations for Chatbots

Oracle Gebruikersgroep Holland
Chatbots - Managing expectations
Amersfoort | June 15th, 2017
Léon Smiers
Jan Willem van Doornspeek

2Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Gebruikersgroep Holland – Chatbots – managing expectations
Léon Smiers
Oracle Solution Architect
Dutch Capgemini Center of Excellence lead Oracle PaaS
Oracle ACE
Author Oracle Case Management Solutions
http://oraclecasemanagementsolutions.com/

Senior Consultant | Information Analyst
janwillem.van.doornspeek@capgemini.com
Capgemini Netherlands

From interaction to conversation
Chatbots deliver
Conversation capabilities
with Customers
We need to manage Expectations

Agenda
 A new sound
 Police case
 Grammar
 Chatbot Architecture
 Maturity model

A new sound in the market

Use of Social media in the Netherlands

Agenda
 A new sound
 Police case
 Grammar
 Maturity model

Police figures
+/- 1.000.000 visitors per month
+/- 500.000 calls per month

Politie.nl

Current online reporting proces

Benefits
 Additional accessible channel next to Politie.nl
 Provide the Police insight into what is happening to the people
 Organizational benefits

Police bot - demo

Agenda
 A new sound
 Police case
 Grammar
 Maturity model

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

Back to school
I love
grammar

Natural Language Processing (NLP)
Parse question and
determine what’s
being asked
Identify
candidate
answers
Score
candidate
answers
Return top
scoring
answers

Agenda
 A new sound
 Police case
 Grammar
 Maturity model

Chatbot – architecture
Face
book
Slack
Chatbot messaging
In-line
browser
chat
Chatbot Intelligence
Chatbot backend Integration
Cloud
systems
On-prem
system
Chat Channel
Chatbot engine
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. Here the intelligence resides
Communication to the back-end systems,
enabling in-flight data enrichment of
conversation
The back-end systems, whether cloud or on-
premise based
…

20Copyright © Capgemini 2015. All Rights Reserved
OM – Applicatie roadmap
Chatbot response
machine
Events
Chat
Raise
Question
Answer
Context
Feedcontext
Conversation
Context
Training Model
Feed
Learn
CRM
Customer
History
Analysis
Feed
NLP
Sendline
Intent
Chatbot Intelligence components

Chatbot engine
Chatbot Integration components
ChannelsFast response
Large amount of
concurrent messages
Usage information
Deferred storage
Backend
(1) Enriching the answer
(2) Transactions
Intelligence
Providing systems
Get all information that
help determining the
correct answer.

PaaS Community Platform 2017, Split Croatia, March 2017
Agenda
 A new sound
 Police case
 Grammar
 Maturity model

Chatbot maturity levels
Interaction
Intelligence Integration
Level 1 Level 2 Level 3
API queries
Simple Q&A
One Language
One Channel
Word based rules
Menu based
Human to bot
interaction
Links for more
information
Self
learning
Multi person
Case
Process
interaction
Bot-to-bot
interaction
Conversation
intelligence
B2B
Conversation
listening
Historic
analysis
API transactions
Multi channel
Multi
language
Line based
intelligence
Training of NLP
model
Bot initiates
conversation
Event
producing
API intelligent
queries
Mood
detection
Context from
channel
State
machine
Human
Handoff
GEO

Questions?

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/
Senior Consultant | Information Analyst
janwillem.van.doornspeek@capgemini.com
+31 6 456 90 479
Capgemini Netherlands

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
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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.
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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.

Managing expectations for Chatbots

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