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Modern Collaboration Using Microsoft Bot Framework

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This deck provides information on implementation experiences on leveraging Azure Bot Services based chatbot integrated with the company’s internal and external collaboration solution hosted on SharePoint. This chatbot also leverages Microsoft’s Cognitive Service (QnA Maker) to train Microsoft AI in responding to user’s queries more naturally and conversationally to improve the user experience.

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Modern Collaboration Using Microsoft Bot Framework

  1. 1. Modern Collaboration using Microsoft Bot Framework
  2. 2. Speaker Intro Madan Marimuthu Sr. Technical Architect WinWire Technologies • Madan has over 15 years of IT industry experience • Microsoft Certified Professional (MCP) • Specialized in managing, designing, securing and deploying Microsoft Cloud, On-Premises and Hybrid based solutions on SharePoint, Office 365 and Azure. https://www.linkedin.com/in/madan-marimuthu
  3. 3. Agenda Collaboration options in Office 365 Chatbot Overview Guidelines for designing a chatbot MS bot framework architecture Collaboration Portal using chatbot - Demo Q & A
  4. 4. Collaboration options in Office 365
  5. 5. Enable Collaboration using Teams Groups of people brought together for work, projects, or common interests Teams, as the hub for teamwork, is where people - including people outside your organization - can actively connect and collaborate in real time to get things done
  6. 6. Enable Collaboration using Flow Service for creating workflows Microsoft Flow is a service that helps you create automated workflows between your favorite apps and services to synchronize files, get notifications, collect data and more
  7. 7. Enable Collaboration using PowerApps Apps built by your teams to streamline processes Service for creating custom business apps across platforms and devices
  8. 8. Enable Collaboration using Exchange Smart work with business class email and calendar Exchange helps you collaborate on your critical documents and gives you a focused inbox that prioritizes important messages and adapts to your work style, so you can get more done–faster
  9. 9. Enable Collaboration using SharePoint Online Your mobile, intelligent intranet Share and manage content, knowledge, and applications to empower teamwork, quickly find information, and seamlessly collaborate across the organization.
  10. 10. Enable Collaboration using Office Online Apps Work better together Work with your team on presentations in PowerPoint or reports in Excel or documents in word simultaneously using a mobile app, browser, or desktop-based Office suite
  11. 11. Other Collaboration Tools OneDrive for Business Yammer Planner Delve StreamsProject Online
  12. 12. Which collaboration option to choose? Why bot now? Why collaboration portals/intranets fail? Rapid technology growth Too many options with little / no training Technology solutions vs business focus Bot – Think from a user perspective vs technology and specific use case(s)
  13. 13. Chatbot Overview
  14. 14. What is a Bot and Chatbot A chatbot is a computer program that simulates human conversation through text, voice or cards over internet. A bot is an automated application / service used to perform simple and repetitive tasks: - Mundane - May be impossible for a human to keep repeating the same thing over and over again
  15. 15. Chatbots – functional types Chatbot that functions based on rules • Limited capabilities • Responds to specific commands • Also known as command-based bots, dumb bots Chatbot that functions using machine learning • Artificial brain AKA AI • Understands language, not just commands • Continuously gets smarter as it learns from conversations it has with people. • Also knows as Learning bots, Smart bots
  16. 16. Chatbot types based on usage pattern Virtual Assistants Allows your customers to interact with your services at home, at work and in your car Informational Bots Customer support / QnA: Continuously improve and personalize customer support and make your service available on any channel & any device Enterprise Grade Solutions Empower your organization with AI, to more effectively connect people, tasks, information and services in a conversational experience.
  17. 17. Bot Evolution 19831950 1966 1972 2005 20142006 2010 2012 20162015 1995 Eliza Turing Test Racter Pary Jabberwacky Alice Siri IBM Watson Slackbot Google Now Alexa & Cortana Messenger Bots
  18. 18. Why chatbot is relevant / important for enterprises? Better customer service Enhanced employee experience Get only what you need Faster response rate Service repeated asks
  19. 19. Chatbots by leading cloud vendors
  20. 20. Guidelines for designing a chatbot
  21. 21. Chatbots – Jargons Utterance Intent Entity NLP / NLU Channel QnA maker MaaP / CaaP Human handoff
  22. 22. Successful Chatbots Case Studies & Design basics Lyft → Book a taxi Whole foods → Finding recipes Spotify → Music search Pizza hut → Order pizza
  23. 23. Expect hiccups
  24. 24. Chatbots Design – Phase-wise rollout - Examples Seek information Features of service plan A Transactional Look up account info, make amendments Advisory Role What do I gain if I upgrade to Plan B Social conversations ability to sense sentiment Seek information Where can I get leave policy?, How do I order a monitor? More Channels Deliver the same in multiple channels Transactional Help complete pending tasks & approvals Integrations View and perform ServiceNow approvals
  25. 25. Microsoft bot framework architecture
  26. 26. Azure Bot Framework Architecture
  27. 27. Chatbots Design – Channels - Build once, deploy to many
  28. 28. Bot design - Cognitive Services, Virtual Assistant architecture
  29. 29. Chatbot design – Understanding “Skills”
  30. 30. Chatbot design – Understanding “Skills” contd..
  31. 31. Microsoft bot Framework components Bot Framework SDK BotKit Bot Framework solutions Bot Framework Emulator
  32. 32. Designing a Bot Considerations • Solves user’s problem easily? • Solves user’s problem better than alternate option user has • Does it runs on devices user cares about? • How “smart” the bot is • How much natural language it supports • Supports voice • Handle interruptions?
  33. 33. Bot Development roadmap – Step by step Answer questions using QnA maker Handle user interruptions Send and receive text messages Add media to messages Add buttons to messages Add natural language understanding
  34. 34. Collaboration Portal using chatbot - Demo
  35. 35. Get Connected info@WinWire.com www.WinWire.com /company/WinWire-Technologies@WinWire Madan M Madan.M@WinWire.com Q & A

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