The document discusses chatbots and the need to integrate them. It provides an overview of chatbot types and maturity levels. It also discusses various ways chatbots can be integrated, including through backend systems, channels, and intelligence providing systems. The document notes that chatbots need APIs to external systems to function properly and should have limited scope. It shares Oracle's offerings for chatbot platforms, tools, and services to enable integrations.

1. Chatbot – and the
need to integrate
Jon Petter Hjulstad
Department Manager
Middleware & Integration

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Technical Oracle Certifications
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Information about me
• Jon Petter Hjulstad
• Department Manager for Middleware & Integration
• 30 consultants
• 20 years experience with Oracle Products
• Focusing on på WLS, SOA Suite, Service Bus, Cloud
Integration ++
• Oracle ACE Associate
• Twitter: jphjulstad
• Blog: http://blog.sysco.no/
Info

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Agenda
• About chatbots & types of chatbots
• Chatbot maturity
• Integrations
– Backend integration
• Oracle offering
• Future

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Early chatbots

6. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 6
Messaging Has Surpassed Social
4.1 Billion users around the
world are on instant
messaging apps
6+ of Top 10 most used apps
globally = messaging apps
Sources: BI Intelligence, Jan. 2017 and Statista, April 2017
-500
500
1500
2500
3500
4500
2016201520142013
Big 4 Instant Messaging Apps
Big 4 Social Networks

7. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
We Are in a New World Where Conversational Interfaces Will Replace
the Most Common Interfaces on Computers and Connected Devices
"Conversational AI-first" will supersede
"cloud-first, mobile-first" as the most
important, high-level imperative for the
next 10 years.
Source: Gartner 2017
Artificial Intelligence market
7

8. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
– Backed by Artificial Intelligence
The Next Killer Apps Will be Bots
8
Bots will start replacing
mobile apps. No more looking
for an app, downloading an
app, updating an app or
managing an app
Source: Gartner 2017

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AI

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AI

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What is a Chatbot ?

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So is it similar to ?
• Business Process Management (BPM)
– BPEL
• Adaptive Case Management (ACM)
• Java Server Pages (JSP)

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Chatbot dialog
• User is only aware of bot
• On to one dialog – ping-pong dialog
• User is not aware / does not care who bot contacts
– Delegation

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How can a chatbot help me?

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Chatbots and integration

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Types
of
chatbots

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Chatbot maturity - CapGemini
https://www.capgemini.com/2017/04/how-can-chatbots-meet-expectations-introducing-the-bot-maturity/

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Chatbot response machine
https://www.capgemini.com/2017/05/chatting-with-the-chatbots-how-intelligence-makes-the/
Level 1
Level 2
Level 3

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Integrating the chatbot
https://www.capgemini.com/2017/06/integrating-the-chatbot/
Usage: Direct interaction with customers
Req: Fast response
Usage: a) Delivery of information for conversation
b) Transactions
Req: Low threshold for checking if system can
answer. Ensure all info is received – and
deferred delivery to backend
Usage: Offloading usage figures
Req: No real time requirements.
Deferred delivery allowed
Usage: Determine answer for customers
Req: Fast response – Can / can not deliver
appropriate response ?

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Channel integration
- Different types – text/sound/
images
- Use properties of devices
- New UX to relate to

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Intelligence Providing system
• Bot to human:
The ability to recognize when a Bot is unable to respond
appropriately to an end user and route the conversation to a human
agent seamlessly as well for a human agent to hand off to a Bot.
• Agent integration

22. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
ORACLE APPS 3RD PARTY APPS CUSTOMER APPS
Oracle App Development Tools 3rd Party App Development Tools
Client SDK / API
MOBILE APP INTEGRATION
Mobile Services
(Push, Sync, LBS…)
Mobile API Catalog Connectors
MOBILE & BOT INSIGHTS
AI / ML
Cross Channel Data Aggregation
Voice MobileMessagingWeb
API Shaping
INTELLIGENT BOTS
Conversational AI Platform
Continued Innovation with Intelligent Bots
22

23. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Oracle Mobile
Client Dev
Others
Mobile APIs / SDKs
SECURE
MOBILE
CLOUD SERVICE
Mobile Services
Users
Built-in APIs
Offline Sync
Notifications
User Mgmt
Objs
Storage
Public Cloud
Connectors
3rd Party API
Data Shaping
Custom
Logic
Orchestrate
ON-PREMISE
PACKAGED
APPLICATIONS
CUSTOM
APPLICATIONS
CLOUD
Custom API
Oracle Cloud
Enterprise SaaS
On-premise
Outside-in, Mobile First
Inside-out, Service first
Analytics
Diagnostics Usage Engagement
Continuous Development
Monitoring SDLC
ICS
OSB / SOA
Native
23
JET VBC
S
Location
SMS

24. 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
Conversational
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

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Backend integration
• Get information
• Put information (Transaction)
• Store conversation
• Integrations
– Part of platform
– Custom made
• Errors must be handeled appropriately
• Bot can only act on what it has APIs for
– Allready available APIs
– APIs created from RPA

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Backend integrations – Identity / Access
• Who is interacting with the bot ?
• How sure are you it is the one you believe it is?
– Two-way verification
– Authentication timeout
• Connect account to other account
– For example: Facebook ID to your bank account
• In other cases – you have access or not

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Backend integration
Bla bla bla
bla …
Which API
does he want
to call?

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Bots and integrations
• Bots need to have limited scope to meet expectations
– There should be APIs available to act upon the entities
• You should have a middleware in place to provide relevant
integrations
• You should use the same APIs as you use for other purposes
• Do not place business logic all places
– Avoid duplication of logic in Bot flow
• Same with security

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Custom Components – Connector APIs

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Calling Integrations from OMCe
• REST Connector
• SOAP Connector
• ICS Connector (only SOAP available now)
• Fusion Apps connector
• The two latter gives great ease in use of you Oracle investments
• Agent integration

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Four Application Integration Styles
Hybrid Integration – Your Choice
HCM
ERP Sales
ServiceMarketing
…
On-Premises Integration Pattern
Integration
Specialist
Apps
IT
Integration Platform as a Service (iPaaS)
ESB, B2B…
App Integration
Visual Buider
Integration Cloud
Process Automation
Analytics
E-Business Suite
PeopleSoft
JD Edwards
3rd Party
Role of Primary User
1 2
E-Business Suite
PeopleSoft
JD Edwards
3rd Party
Vikas Anand, Strategy Session OOW 2017

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Four Application Integration Styles
Hybrid Integration – Your Choice
API Management Platform
Product Mgr;
Developer
Lines of
Business
Self-Service Integration
…
Recipe-based
Integration
API Platform
Gateway
3rd Party
Gateway
Gateway
Role of Primary User
3 4
Vikas Anand, Strategy Session OOW 2017

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DevOps - automation
• Should be able to
– Learn from existing data – repository
– Train from real dialogs
• Supporting multi languages
– Auto-translate
– Language bundle
• Keep 90% of data for training
• Use 10% of data for verification of validity

34. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Oracle Bots: AI Flow
34
Channel
Integration
Intent Classification
Intent Modeling
Natural Language
Linguistic Modeling
Bot Model Training
Entity Extraction
Entity Parsing
Entity Resolution
Entity Type
Entity Value
Dialog Execution
YAML Dialog Flow
Dialog State
Built Component
Custom
Component
Alexa…what’s
my balance
For which
account?
Savings
NL Understanding
Intent
Classification:
Balances
Intent Ranking
Confidence  98%
Integration
Component
Ent data
Required Entities:
Account Type
Entity Values
Checking Savings
Credit
The balance in
your checking
account is
$2334.56
Channel Agnostic
Webhook
Security
Message
Processing

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Current status
https://www.capgemini.com/2017/09/oracle-goes-chatbot/

36. Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
NEW: Conversational AI Platform
36
MACHINE LEARNING SERVICES
NATURAL LANGUAGE
UNDERSTANDING (NLU)
DIALOG
& CONTEXT
KNOWLEDGE
SERVICES
Intent Detection
Entity Extraction
Learning / Prediction
Sentiment
COGNITIVE
SERVICES
INSIGHTS INTENTS PATHING OPERATIONAL A/BPERFORMANCE
APIs
NLU API
ML API
Conversational API
Webhook API
TOOLING
INTENT
DESIGNER
DIALOG FLOW
EDITOR
LIVE AGENT
PLUGIN
QNA
BUILDER
DATA
VALIDATOR
INSTANT APP
BUILDER
ENTERPRISE
CUSTOM
COMPONENTS
USER
MANAGEMENT
LICE CYCLE
MANAGEMENT
SECURITY
POLICY
MANAGEMENT
Image Recognition
Speech Analysis
Multi Language
Video Processing
Dialog
QnA
Auto Complete
Transcript Analyzer
Knowledge Graph
Semantic model
Behavior
Recommendation
DOMAINS
FINANCIAL UTILITIES HCM ERPCXRETAIL
INTEGRATION
REST
Oracle
PaaS

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So how could the chatbot help me?
• I should talk to Siri
• Siri should find out my intent
• Locate the nearest charger
– Find which one si available and of correct type
• Know the best way to engage
– Send SMS
– RPA to use App on phone
– Call API on charger company
– Chat with the appropriate chatbot for charging company

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Wrap up
• Chatbot is hot!
• Chatbots need an API strategy
• Chatbot technology is still very much in its infancy
• Things happen fast!
• What is cool now is not cool 6 months from now
• Still struggle to find the perfect use-cases
• My impression is that Oracle have great things on the roadmap

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Q&A