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Digital Transformation Services and Solutions - Chatbot Development

Nell Infotech offers customized Chatbot solutions that are ready-to-use and easily adaptable in a variety of use cases. Create your own Chatbot now with us!

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Digital Transformation Services and Solutions - Chatbot Development

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  1. Nella ChatBOT for Customer Service

  2. ValueProposition Businessesareunderrelentlesspressuretocutdowncost,andtodoso, willadopt technologiesthatareinspiredbyartificialintelligence(AI). BOT platform will fundamentally change the way we interact with computers, people and enterprise scale systems. BOT Solutions will be based on advanced textand content analytics, machinelearning,naturallanguageprocessing andintelligentknowledgeprocessingengine.

  3. Conversational interfaces (BOT solution) built using BOT platform to providetransformational benefits resultingin: Increasetheoverallproductivityandreducecostofoperations. Next generation machine interaction to improve customer experience - an ability toprovide reliable, cost-effective and responsiveservices. Self-Service(“Do-It-Yourself”)optiontohelpreduceagentinteractionthroughphonecalls,emails and personalinteractions.

  4. Features Feature rich speech recognition, AI and natural language processingcapabilities Can Integrate seamlessly with existing customer support IT system (Customer CarePortal) Can be easily adapted to variety of use cases acrossenterprises - For resolving IT application supportrelated issues (replaces L1Desk) - Self Service assistant for Clinical Laboratory (Appointment booking, Queries on Test proceduresetc.) - Personal BankingFAQs Knowledgebase(Ontology)builtthroughhistoricaldatacanbeeasilyextended Flexiblecommercialmodelwithcloud/On-Premisedeploymentoptions.

  5. SolutionArchitecture Business Requirement & raw /organized business data Business needs customer service automation • Seek information or perform some task User Utterance Automation to build the Bot Solution Automated User Profiling User Build Bot Solution – FAQ & Dialog definition for tasks to be performed in consensus & discussion with Business (Manual Approach) Machine learning for User profiling and suggestions. Bot Solution • Live chat Sentiment Analysis Handover to Live Agent Knowledge Base Failure Analysis Knowledge base/FAQ Administration Bot Training (Manual) Bot performance Statistics Training Actions based on Failure Analysis (Manual) Live Agent Live Agent Dashboard Admin Console & Controlled Training

  6. Architecture User Utterance UserQuestion Natural Language Processing NLUEngine Above Threshold Question Expansion Context Detection Resolution /Response Word Net BusinessRules Below Threshold Conversation Engine KnowledgeBase Clarification question DialogContext Extraction Clarification Question

  7. IntegrationArchitecture ITSystem Conversation Interface ServiceGateway ITSM (Remedy, HP Service Manageretc.) JPA /JMS JDBCetc. Dialogue Definition REST APIs UIExperience Internet Knowledge Extraction CRM, ERP, SCM systems Conversation Engine HTTP / HTTPS SOAP/ REST Backend Connectors BOT Client External Systems (Wiki,Weather etc.) Cloud /On-Premise Deployment Prebuilt connectors–

  8. KeyFeatures & Roadmap Core Features UserInterface Channels IntegrationCapability Self and Controlled learning Conversational AI • Multi channel Integration with Knowledge base using RPA – Through Admin console/ Through files repository / Web Page Repository • Integration with Orchestration/ RPA Products for Service Automation • Integration with Ticketing Tools e.g. Service Now, Fresh Service, Zendesk • Consume AI/ML models in real time as micro services to enable Verizon decision making systems (e.g. PEGA, Sales force, AEM) to provide insights driven decisions for systems of engagement • MultilingualSupport • Text as well asvoice conversation • Provide Information in Text, Media &Document outputformat. • Verification usingOTP • Handover to live agent – On explicit user demand/ Live Agent Monitoring the BOT Conversations/ Based on Sentiment Analysis of the progression of conversation. • Self learns from previous conversation to guide user with appropriate utterance. • Failures Analysis through administrative panel for identifying & training the BOT to deal with new user intents. • Understands User profile based on historic conversations & converses based on the user preferences. • Mobile App • Integration with Messengers e.g. Skype, FB Messenger • Integration with IVR • Smart device /Sensor integrations – Alexa , Google home • Ambiguity Resolution • Ask Question differently • Provide recommendations • Guided conversation • Conversation through Interactive UI Cards • Image Learning

  9. AI / ML Factory Perform task/Seek Information Controlled Training • Monitoring and Debugging • Tableau • Kibana • Amazon Quicksight • Collect Knowledge Base & Intent Data • Kinesis • Kafka Business Understanding & Problem Statement (Use Cases) AutomatedFeature Engineering • Data Preparation and Cleaning • Cassandra/Neo4j • HDFS/Amazon S3 • Elastic Search/Oath Feature Engineering Knowledge Base Creation Self Learning Data Sources • Model Training and Prediction/ Recommendations • H2O Driverless AI/Sage Maker • Scikit-learn/Spark Mllib • TensorFlow/Jupyter N/B • Model Deployment • Flask API • Docker Container • Kubernetes • Ngnix • H20 MoJo Object • Apache Thrift • Git Documents • Data Visualization and Analysis • Apache Spark • Flink • EMR Historic Conversations Web Pages Model Evaluation Feature Augmentation Data Augmentation Through Admin Console Use Case exit criteria YES NO

  10. What’s in it For End user Customer service team i i Self Help Admin Console Search information from Incident History, knowledge base documents &FAQs Admin Console to monitor Nella performing, administer FAQs Validation usingOTP Handover to live agent SoftwareInstallation PasswordResets Ticket - Reporting &Enquiry Track tickets & Quick query Track the progress on the reported Issue/Incident Report anIssue/Incident Update Incidentdetails Update Incident details Know about progress on the reportedIssue/Incident Quick Query about the incidents ? ? AskQuestion ITIL Support Ask Question/ SeekInformation Notifications about missing Acknowledgement & Resolution SLAs RequestReports/Documents Auto Assignment of Incidents Converse & get the task done/seek information. NOWAITING Auto creation of Problem Record based on recurring incidents Critical/High priority Incident Management Notifications about missing Incident updates

  11. KeyDifferentiator Complete On-premise Deployment Theplatformislightweight,scalable,secureandcanbeeasily deployedonon-premiseinfrastructure.The platform Adheresto GDPRcompliance AI/ML Driven Intelligence Platformisdrivenbystrongmachinelearning algorithmsrunningbehindthescene.Bothasin-builtknowledge extractionmoduleto answeropendomainquestionsas well asFAQs. Strong NLP Capabilities • Theplatformhasbeenspecificallydesignedtomeetenterpriseneedsasagainstgenericwhichclearlylackssupportingcomplex conversations. For example- • Userswitchingthe contextallofsudden(mostoftheplatform willforgettheoriginal contextandhenceloosesthetrack.) • Retain context by easy configuration. ( it can store specific information provided by user in his/her earlierconversation) • Create domain dictionary ( synonyms,custom entitiesetc.) • Easyhandovertohumanagentincaseuserisnotcomfortableincarryingover theconversationwith bot. Easy integration with backend • Theconfigurationallowsusertoeasilyintegratewithbackendsystemandalsopostprocessresponsedatausinghighly customisable groovylanguage.

  12. What is Chat Bot ? Communicate A umanized, effortless experience, natural way of expressing and communication Answer Connect users to right resource, person and service. Guide Monitor every interaction and tune the virtual assistant accordingly for continuous performance improvement. Engage Engage 3 times more than a traditional FAQ or web-self-service. Measure Learns about users interests, understand their behavior so that a bot can respond to the issues in most relevant way. Listen Listen and analyze the user issues and provide quick response.

  13. NELL INFOTECH CHATBOT KIT Text (T) Bots Knowledge (K) Bots Action (A) Bots • Natural Language Processing (NLP) • Natural Language Understanding (NLU) • Natural Language Generation • Machine Learning • Knowledge Engineering (Ontology) Thesauri) • Voice Bots • Prebuilt bots for ERP, CRM functions • Functional Bots • Service • HR Bots • Sales Bots • Finance Bots • Procurements Bots • Extend search with knowledge discovery tools like Sinequa • Intent discovery using Solr

  14. DIFFERENT CATEGORIES OF CHATBOT Conversational Technologies • Speech (Text to speech, Automatic Speech Recognition) • Text-based chatbots Cognitive Technologies • Natural Language Processing, Machine Learning, AI • Knowledge Management with Semantic Search Mobile and Personal Assistants • Likes of Siri, Google Assistant, Facebook M, Cortana • Support a horizontal range of individual tasks

  15. Thank you ! Please give your feedback – sheetal.jadhav@nellinfotech.com connect@nellinfotech.com Call: 9850088916/ 9890575963 Visit us – www.nellinfotech.com

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