Chatbots deliver conversation capabilities with Customers. There are many ways to say ‘My bicycle is stolen’. That's why We need to understand ‘old fashioned Grammar’ again. We need to be able to translate the question from a customer to an answers that is pretty close to what the customer expects. Of course there are some steps to go to fully understand a conversation. A Conversation Maturity model is introduced to understand the aspects that are important for a chatbot conversation and what we can promise our clients. Lastly I dive into where Oracle is in this space and what we can expect in the near future.

1. PaaS Partner Community Forum 2017
Chatbots
Split | March 27, 2017
Léon Smiers

2. 2Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Léon Smiers
Oracle Solution Architect
Dutch Capgemini Center of Excellence lead Oracle PaaS
Oracle ACE
Author Oracle Case Management Solutions
http://oraclecasemanagementsolutions.com/

3. 3Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
From interaction to conversation
Chatbots deliver
Conversation capabilities
with Customers
We need to understand
‘old fashioned Grammar’ again

4. 4Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
A new sound in the market

5. 5Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
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

6. 6Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Back to school
I love
grammar

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PaaS Community Platform 2017, Split Croatia, March 2017
Natural Language Processing (NLP)
Parse question and
determine what’s
being asked
Identify
candidate
answers
Score
candidate
answers
Return top
scoring
answers

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PaaS Community Platform 2017, Split Croatia, March 2017
Conversation maturity model
Use Case
Interaction
Integration
Languages
Channel
Conversation
span
NLP support
Ease of set up
1.0
Alleviating call center and supports
desks from all standard questions
menu based
Simple Q&A
Data retrieval
English + ..
One or more available in product
Customer coding
Conversation stays in one channels
Simple rules (hardcoded)
Coding
2.0
Automated intelligent communication
Intelligent conversation
single line NLP
API based
Multi
Omni
Conversation can cross channels
Training model(s)
Configure
3.0
Intelligent Case management
Case context
API based / vocabulary based
Flexibility in adding languages
Omni
Conversation can cross channels
Multi person conversation
Multi bot interactions
Self learning
Prefab
Conversation maturity level

9. 9Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
Where is Oracle with Chatbots?
Larry announces chatbots at Oracle Open World
A-Team launched
intermediate chatbot solution in November 2016
Oracle is developing Oracle Intelligent Bots
Due summer 2017

10. 10Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
The Oracle Chatbot – architecture
A-Team solution
Face
book
Slack
Chatbot message platform
…
Chatbot Engine
Chatbot Components
Cloud
systems
On-prem
system
Chat Channel
Oracle
Chatbot
Application
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
Communication to the back-end
systems, enabling in-flight data
enrichment of conversation
The back-end systems, whether
cloud or on-premise based
ACCS
MCS
Applicaton
Container Cloud
Services (ACCS)
Mobile Cloud
Services (MCS)
Maturity level 1.0 Chatbot
Good for demo’s
Easy setup, good description

11. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Oracle Intelligent Bots: Key Components
Channel
Configurator
Dialog
Flow
Execution
Custom
Components
in Dialog Flow
AI
Engine
• Unified cross-channel
chat interface between
bots & humans
• Declarative bot builder UI
for bot flow
• State machine that
executes context driven
workflows with scoped
variables
• Active machine learning
algorithms that identify
relationships and extract
insights from
unstructured data
• SDK to consume
backend API’s that
satisfy human requests
via the bot
Custom
11
Waiting for first test version
Maturity level 2.0 Chatbot ???

12. 12Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date
Demo

13. 13Copyright © Capgemini and Sogeti 2016. All Rights Reserved
PaaS Community Platform 2017, Split Croatia, March 2017
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/

14. The information contained in this presentation is proprietary.
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