This document provides an overview of chat bot applications and related technologies. It discusses what a chat bot is, sample use cases for chat bots like providing commerce and information services, and platforms for developing and deploying chat bots like Azure Bot Service and Cognitive Services. Benefits of chat bots include reducing business costs by automating support, collecting user data to improve products, and providing 24/7 automated assistance to customers.

1. Chat Bot Application

2. • What is a Chat Bot?
• Our Chat Bot Application Deployment Strategy?
• What are the sample Use-Cases of a Chat bot Application?
• What is Azure Bot Service?
• What is Azure bot Analytics?
• What is Azure Cognitive Service?
• What are the benefits of using a Chat bot Application?
Agenda

4. What is a Chat Bot ?
A chatbot is a service, powered by rules and sometimes
artificial intelligence, that you interact with via a chat
interface. The service could be any number of things,
ranging from functional to fun, and it could live in any
major chat product.

5. A user interacts with a chatbot via a mobile
messenger (such as Facebook Messenger, Skype
or WhatsApp), SMS, or website. Artificial
Intelligence (AI) is typically embedded in a chatbot
to help it better understand the context of the
conversation.
Current Trends

6. Current Trends
About a year ago the top four mobile messengers surpassed social networks in global
popularity (source: BI Intelligence).
Current Market Trends

7. Our Chat Bot Application
deployment strategy

9. What are Sample Chat Bot Use-Cases?

10. Commerce Chat Bot
The traditional concierge services require actual e-mail and phone call
interactions with customers. This requires customer service personnel
engagement with always availability. With the increase in the number
of customers, employ engagement will also increase automatically.
This will ultimately increase business overhead.
Problem Statement

11. Proposed Solution Architecture
Commerce Chat Bot
will act as a virtual
concierge. It will
enhance traditional e-
mail and phone call
interactions by
validating a customer
via Azure Active
Directory and using
Cognitive Services to
better contextually
process customer
requests using text
and voice.
Commerce Chat Bot

12. Information Chat Bot
The traditional customer support model required employs to answer
user related queries. These questions and queries generally are
frequent and generic in nature. Also, simultaneous engagement with
all customers can be very time and resource consuming.
Problem Statement

13. Proposed Solution Architecture
Information Chat
Bot will act as a
virtual customer
support
assistant. This
Information Bot
could answer
questions
defined in a
knowledge set
or FAQ using
Cognitive
Services QnA
Maker
Information Chat Bot

14. Some other Chat Bot Use-Cases

15. Aiding sales
In the sales arena, chatbots have multiple uses, including cross selling products as part of a sale
such as support packages, complementary products, and product add-ons. Also, chatbots
could help increase sales by generating leads for sales teams to follow up on after providing
initial information to potential customers and ascertaining their interest in a company’s
products and services.
Gathering data
When it comes to the importance of data gathering, chatbots can help by initiating
conversations to collect data. In the light of changing regulations, this is invaluable, for
example, to help banks be compliant with customer data legislation by checking addresses. The
benefit of a chat or message is that it’s less intrusive than a phone call and is more time-
efficient, taking just seconds to complete at a customer’s own convenience.
Virtual personal assistants
Chatbots make excellent personal assistants. We’ve already seen Microsoft’s Cortana, for
example, which can help users to complete a wide range of digital tasks. In the future, the best
chatbots will better understand general natural language conversations and their context,
which is currently being worked on by the major tech giants.

16. What is Azure Bot Service?

17. Azure Bot Service enables rapid intelligent bot development
powered by Microsoft Bot Framework and running in Azure (either
as a web app or in a server less environment). We can build,
connect, deploy and manage intelligent bots that interact with your
users naturally wherever they are – from your app or website to
text/sms, Cortana, Bing, Skype, Teams, Facebook Messenger and
other popular services.
Azure Bot Service

22. Where to deploy?
AZURE APP SERVICE (API APPS)
• A bot that uses an App
Service plan is a standard
Azure web app you can set to
allocate a predefined capacity
with predictable costs and
scaling. This is to be selected
when you know usage of your
Application.
Azure Functions (Azure Bot
Service)
• A bot that uses a Consumption
plan is a server less bot that
runs on Azure Functions, and
uses the pay-per-run Azure
Functions pricing. A bot that
uses this hosting plan can scale
to handle huge traffic spikes.

23. What is Azure Bot Analytics?

24. Analytics is an extension of Application Insights. Application Insights is an
extensible Application Performance Management (APM) service for web
developers on multiple platforms. Use it to monitor your chat bot application. It
will detect performance anomalies. It includes powerful analytics tools to help
you diagnose issues and to understand what users actually do with your app. It's
designed to help you continuously improve performance and usability. Analytics
provides conversation-level reporting on user, message, and channel data.
Azure Bot Analytics

25. Retention
Retention tracks how many users who sent one message came back later and sent
another one.
Retention Chart

26. Users
The Users graph tracks how many users accessed the bot using each channel during
the specified time frame.
Users Chart

27. Messages
The Message graph tracks how many messages were sent and received using which
channel during the specified time frame.
Messages Chart

28. What are Azure Cognitive
Services?

29. Cognitive Services
Cognitive Services are a set of APIs, SDKs and services available to
developer. With adequate amount of training and knowledge base,
depending upon your requirements, your Chat bot can become highly
intelligent, responsive, engaging and smart. These services can detect
user intentions and tackle questions, even when there is variance.

30. Language Understanding Intelligence
Service(LUIS)
LUIS allows your application to understand what a person wants in
their own words. LUIS uses machine learning to allow developers to
build applications that can receive user input in natural language and
extract meaning from it. A client application that converses with the
user can pass user input to a LUIS app and receive relevant, detailed
information back.

32. QnA Maker
Microsoft QnA Maker is a free, easy-to-use, REST API and web-based
service that trains AI to respond to user's questions in a more natural,
conversational way. Compatible across development platforms, hosting
services, and channels, QnA Maker is the only question and answer
service with a graphical user interface—meaning you don’t need to be
a developer to train, manage, and use it for a wide range of solutions.

34. Benefits of using a Chat Bot
Application

35. • Relieving branches from time consuming support and customer service
operations. Enable them to work in other domains in the organization.
• Increasing business profit in terms reduction in support and assistance
operations costs. Chatbots will not only save employee costs but you will also
avoid the problems caused by human errors.
• With bots user data can be collected and analysed to make improvements in
your services/products and even optimize your website. Bots will act as a
concierge to your website/application, which will assist all the customers
simultaneously without any delay.
Benefits

36. • Bots can give precise answers to user related queries and can carry out
repetitive conversations with customers without any kind of delay. With
proper training bots can tackle user related queries and questions, even if
they have variations.
• Chat bot’s AI engine can be trained any time, whenever responses are need to
updated or modified.
• Bot will be available 24/7 and will assist the customers round the clock.
Benefits

37. Thank you!