Presentation slides from Microsoft 365 Saturday Sydney held on 26th October 2019, Sydney Australia. Design and planning phase before a bot development. How citizen developers or pro-integrator can leverage this chatbot. Talk was intended for Business and Power users. Details of the event: http://www.spsevents.org/city/sydney/sydney2019

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Chatbot - Enhance Collaboration
in the Modern Workplace
Anupam Ranku | Office 365, Azure, ML | Telstra Purple
B http://ranku.site | T @anupamranku

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Agenda
• Importance of the Cognitive Assistance
• Bot’s Success Factors
• Bot Framework
• Building Bots as per Personas
• References
• Demo

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Bots are the new Apps

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Rise of the Cognitive Assistant

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Assistants are being
embedded
everywhere; are
increasing ability to
solve problems.
As computing
advances, so will
Virtual Assistant
ability to help in task
completion.
Virtual Assistants
ability to be “smart”,
and to understand
intent, tone, and
context.
Market demand for
meaningful, stateful
and goal oriented
conversations.
Rise of the Cognitive Assistant

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• Does the bot easily solve the user’s problem with the minimum number of steps?
• Does the bot solve the user’s problem better/easier/faster than any of the alternative experiences?
• Does the bot run on the devices and platforms the user cares about?
• Is the bot discoverable? Do the users naturally know what to do when using it?
Bot's Success Factor

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Bot's Success Factor – First Interaction & Flow

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Bot's Success Factor - Navigation
The "captain obvious bot"
The “stubborn bot"

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Bot's Success Factor – User Experience

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https://adaptivecards.io/
Adaptive Card
A customizable card that can contain any
combination of text, speech, images,
buttons, and input fields.
Supported in Teams, Outlook, Windows, etc.
Hero
Largest card
Best used for articles, long descriptions or
scenarios where your image is telling most of the
story
Thumbnail
Short and sweet
Ideal for short answers, or if you want to return several
cards at once to provide options
Good for deep link to tab or service
Bot's Success Factor – Cards

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Office 365 Connector Card
Flexible - Provides for multiple sections,
images and fields
Also supported in O365 Groups (Exchange)
Receipt
A card that enables a bot to provide a receipt to
the user. It typically contains the list of items to
include on the receipt, tax and total information,
and other text.
List / List collection
Scrolling list of items
Collection of Hero/Thumbnail cards in Carousel or Vertica
layout
Bot's Success Factor – Cards
https://adaptivecards.io/

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Format From user to bot From bot to user Notes
Rich text Basic markdown, no tables
Pictures
Maximum 1024×1024 and 1 MB in PNG, JPEG, or GIF format; animated GIF not
officially supported
Cards Currently supports Hero, Thumbnail, and Office 365 Connector cards
Emojis Currently supports emojis via UTF-16 (such as U+1F600 for grinning face)
Bot's Success Factor – User Experience

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Examples of bot
personality and
response types

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Azure Logic Apps
BOT Framework
Pro Integrator
Sandra
• Works in IT as a developer
• Codes in Visual Studio
• Builds custom solutions
• Azure Portal is her Happy Place
• Loves building APIs
• Azure Functions!
Stuart
• Works in HR as an HRIS Analyst
• Has some technical training
• Excel and SharePoint are his JAM!
• Is under constant pressure to do more
• Doesn’t have Azure Portal access
• Administrates SaaS solutions like Workday,
Successfactors, Taleo
Citizen Integrator
Microsoft Flow
Jira Cloud
Ad-hoc Integrator
Sam
• In IT, Service Desk Supervisor
• Can script in PowerShell
• Looking to reduce costs in
providing IT Service
Management
• Administrates ServiceNow
• Persona may include IT Pro/BA
Microsoft Flow
Azure Logic Apps
Bot Creator Personas

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Traders/Investors
QuadrigaCX
Exchange
A
P
I
G
A
T
E
W
A
Y
LUIS
Azure SQL
Intents
Utterances
Entities
Trading BOT

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Employees
Workday
Connector
Workday
HR Bot – Update Demographic Data

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Employees
Access Management Bot

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Bot registration portal
Help confirm registration settings
Simulates 1:1 conversation
Bot Framework Emulator
Separate download
Does not require registration
Can connect to bot on localhost
Supports speech recognition
ngrok Tunnel
Separate download
Forwards internet requests to local machine
Allows inspection of request/response
Testing & Training Your Bot

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References

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References
• Bot Framework Solutions Documentation
https://microsoft.github.io/botframework-solutions/index
• Bot Framework
https://dev.botframework.com/
• Samples
https://github.com/microsoft/BotBuilder-Samples
• Create a bot for Microsoft Teams
https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/bots/bots-create
• Cognitive Services
https://azure.microsoft.com/en-us/services/cognitive-services/
• Credit: Thanks to Kent Weare, Paul Schaeflein and Andrew Connell. Some of the content have been
borrowed from their earlier presentations.