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Dynamics 365 Saturday Amsterdam 02/2018 - Dynamics 365 and chatbots

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Bots represent a new channel for businesses to expose their products & services via messaging platforms. In this session we will explore how Azure Bot Framework, Azure Cognitive Services can be integrated with Dynamics 365 for Customer Engagement and Customer Service

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Dynamics 365 Saturday Amsterdam 02/2018 - Dynamics 365 and chatbots

  1. 1. 1 Dynamics 365 an chat bots Joris Poelmans February 3th
  2. 2. 2 About me • Solution architect • Work at Realdolmen • Blog: http://jopx.blogspot.com • Twitter: @jopxtwits • Board member Belux CRM User Group
  3. 3. 3 Big thanks to the sponsors
  4. 4. 4 Agenda
  5. 5. 5 What is a (chat)bot and why should I care?
  6. 6. 6 Use cases
  7. 7. 7 Bot communication API
  8. 8. 8 How bots evolved Simple • One medium • Keyword based Moderate • Multiple mediums • Use custom messaging • Keyword based Advanced • Multiple mediums • Use custom messaging • Understands natural language
  9. 9. 9 Channel connector frameworks Google Dialogflow (API.AI) Microsoft Bot Framework
  10. 10. 10 Microsoft Bot Framework • SDK for building bots • Node.js or .NET • Multiple channels • Rich conversations with dialogs and cards • Rich attachment support • Natural Language Processing – QnA or LUIS.AI
  11. 11. 11 Demo – QnA Maker sample bot
  12. 12. 12 QnA Maker • Free REST-API and web based service to power a Q&A bot • No code way of managing content for a FAQ style bot • Preview
  13. 13. 13 Microsoft Bot Framework
  14. 14. 14 Microsoft Bot Framework – Connector Service var connector = new ConnectorClient(incomingMessage.ServiceUrl); var replyMessage = incomingMessage.CreateReply("How can I help?"); await connector.Conversations.ReplyToActivityAsync( replyMessage);
  15. 15. 15 Microsoft Bot Framework - Activities public async Task<HttpResponseMessage> Post([FromBody]Activity activity) { if (activity.Type == ActivityTypes.Message) { var connector = new ConnectorClient(new Uri(activity.ServiceUrl)); Activity reply = activity.CreateReply($"You sent {activity.Text} which was {activity.Text.Length.ToString()} characters"); await connector.Conversations.ReplyToActivityAsync(reply); } var response = Request.CreateResponse(HttpStatusCode.OK); return response; }
  16. 16. 16 Microsoft Bot Framework - Dialogs
  17. 17. 17 Microsoft Bot Framework - Dialogs
  18. 18. 18 Microsoft Bot Framework Attachments, cards and actions
  19. 19. 19 Microsoft Bot Framework – FormFlow Jane user John bot
  20. 20. 20 Microsoft Bot Framework – FormFlow Jane user John bot
  21. 21. 21 Microsoft Bot Framework – FormFlow Jane user John bot
  22. 22. 22 FormFlow
  23. 23. 23 Demo – Customer Service Bot
  24. 24. 24 Language understanding is .. • Technically challenging • Costly to implement • Often domain specific
  25. 25. 25 Natural Language Processing Services
  26. 26. 26 • Utterances • Intents • Slots or entities NLU concepts
  27. 27. 27 LUIS Create your own LU model Train by providing examples Deploy to an HTTP endpoint and activate on any device Maintain model with ease
  28. 28. 28 Demo – LUIS.ai Portal
  29. 29. Azure Bot Reference Architecture User Direct Line Facebook Messenger Skype Telegram Web Chat Bot Connector Intent Handling Bot Application Message Response Cognitive Services Knowledge Base Azure Search DocumentDB Application Insights Telemetry collects customer activity, effectiveness and technical information Azure Functions Backend Services (e.g. Dynamics CRM)
  30. 30. What makes a bot great ….  Not how much AI it has  Not how sophisticated the language model is  Not whether it uses voice or not  Not whether it uses Buttons/Cards
  31. 31. What makes a bot great … Great bots are like great apps; they appeal to users because they do whatever they're trying to do WELL
  32. 32. 32 References https://dev.botframework.com/ https://docs.microsoft.com/en-us/bot-framework/ https://emulator.botframework.com https://www.qnamaker.ai/ https://www.luis.ai http://jopx.blogspot.be/2017/12/bots-and-dynamics-365-part-1.html https://myignite.microsoft.com/videos/55282 https://myignite.microsoft.com/videos/55288 https://channel9.msdn.com/Events/Build/2017/B8090 https://channel9.msdn.com/Events/Build/2017/B8010
  33. 33. 33 Big thanks to the sponsors

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