The document outlines the implementation of chatbot solutions using the UiPath hyperautomation platform and Google Dialogflow, detailing various options for integrating chatbots into business processes. It mentions chatbots for both employees and customers, emphasizing the use of email and instant messenger integrations, as well as dedicated chatbot solutions provided by partners. The document concludes with an action plan for creating a 'school helper' chatbot leveraging Google Dialogflow and UiPath technology.

1. August 19, 2020
Building Chatbot solution
using UiPath Hyperautomation
platform and Google Dialogflow
UiPath and Chatbots –
implementation options

2. 2
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3. 3
Chatbots for Employees
UiPath conversational skills use cases
Support your employees with chatbots via Slack or
intranet websites
Examples:
1. Internal helpdesk
“No Internet on guest network”
“I would like to order dock for my laptop”
2. Role-specific chatbots (e.g. sales assistant)
“What compete information do we have on
Giant Corp Inc.?”
“What tickets do Acme Co. have open?
Chatbots for Customers
Support your customers with chatbots on public
websites or IMs
Examples:
1. Sales chatbots
“I need a quote for my car insurance”
“I would like to schedule meeting with your sales
representative”
2. Support chatbots
“I haven’t received my order”
“I need to update my billing address”

4. 4
UiPath conversational options – Email integration
Email integration is the simplest way to offer “Chatbots”.
• UiPath Robot can process emails or “Tickets”, analyze message using NLP (Natural
Language Processing) or simply look for keywords.
• Communication does not require additional User Interface and can be built handled
using existing company infrastructure.
• No 3rd party services, or APIs are necessary
• Communication is not “real-time”.

5. 5
UiPath conversational options – Email integration
Email Server UiPath
Unattended Robot
E-mail
Customer
Message
processing logic
and actions
CRM
ERP
…E-mail
Enquiry
Response

6. 6
UiPath conversational options – Instant messengers
Chatbots built with popular Instant Messengers (Whatsapp, weChat, FB Messenger, …)
are gaining popularity as people are becoming more used to interact with businesses
via IMs.
• IMs offer dedicated, “Business Accounts” with
dedicate API Robots can easily use.
• UiPath Marketplace offers number of activities
which can be used as a starting point
• Customer adoption is quick as they use IMs
on daily basis and do not require any additional
skills
• Conversation is possible in “real-time”

7. 7
UiPath conversational options – Instant messengers
IM Server UiPath
Unattended Robot
Msg
Customer
Message
processing logic
and actions
CRM
ERP
…Msg
Enquiry
Response
API

8. 8
UiPath conversational options – Chatbots
Dedicated Chatbots solutions are offered by UiPath Partners (e.g. DialogFlow, Druid,…)
and can be seamlessly integrated with UiPath RPA Platform. Chatbots offer rich UI and
can be embedded in any internal and Public website.
• Dedicated Chatbots offer built in conversational
engines, which makes it easy to build more
human-like conversations.
• There is no need to program some conversational
paths on Robot side, as Chatbot engine can handle
them (e.g. asking for missing data)
• Implementation requires 3rd Party Chatbot license
• Conversation is “real-time”.

9. 9
UiPath conversational options – Chatbots
Chatbot UiPath
Unattended Robot
Msg
Customer
Process logic
(e.g. update 3rd
party system)
CRM
ERP
…Msg
Enquiry
Response
Chatbot
conversation
engine & NLP
Msg
Response
Msg
Enquiry

10. 10
UiPath Chatbot and Contact Center value chain
Customer CC Agent
Customer
Chatbot
available
Interact with
Chatbot
UiPath Robot
executes actions
Problem
solved
END
Collect information
and pass to CC agent
Robot prepares data
for CC agent and
presents it in dashboard style
to speed up solution and
minimize interaction time.
Interact with
IVR
UiPath Robot
executes actions
Problem
solved
END
No
Yes
Yes
Yes
No
No
CC Agent
No automation – Customer reaches out to Contact Center in every case
Full automation with Chatbot and UiPath Robots. Robots minimize number of “contacts” and speed up service

11. Think
Automation
First
Thank you
Tomasz Gaczynski
tomasz.gaczynski@uipath.com

12. 12
Action Plan
Idea. What kind of challenges will our Chatbot/Robot solution solve?
Our solution will help kids with homework. We will call it “School Helper”.
It will be helping with Math, Geography, etc.
1. Configure Google Cloud
2. Create “School Helper” agent in Google Dialogflow
3. Build process in UiPath Studio and deploy them to Unattended Robot
4. Connect Google Dialogflow Agent and UiPath Orchestrator
5. Test our solution