SlideShare a Scribd company logo
Enjoy your Trip
Let our Chatbot take care of the rest
Remco Bonse
Sigifredo Grau
• Software Development Tech Leader,
SCRUM Master
• @SWISS for 4 years
About Sigi and Remco
• Software Development, SCRUM, Azure
Stack , Angular
• @Trivadis «3LE» for 4 years
• Plays the french horn and ping pong
@CabocloCD
Overview
• Introduction to Higgins
• Functionalities
• Architecture, Infrastructure and Security
• Does it work?
• Lessons Learned
Obligation to make travelers happy
Mayor Disruptions affect thousands
Obligation to make travelers happy
especially during Irregularities
VS
How
• Customer service
Facebook chatbot
• Reachable at:
swiss.com/bot
lufthansa.com/bot
austrian.com/bot
How
• Customer service
Facebook chatbot
• Functionalities
• Show flightstatus
• Booking Push
notifications
• Rebook your flight
• Baggage allowance
• Answer FAQ
• Service Center Handover
• Do basic smalltalk
NEW: Operational Push Notifications LH/OS
• Operational Push Notifications
• Once a guest has used his booking code to identfy, operational push
notifications will be sent to his Facebook Messenger account related
to this booking​
• The guest will receive all notifications about his flight(s) lik
• Gate change​
• Delay
• Cancellation​
• Boarding open
• Etc.
Azure Days 2019: Azure Chatbot Development for Airline Irregularities (Remco Bonse & Sigifredo Grau, SWISS)
11
What
LHG Customer Service Chatbot, Oct. 22, 2019
12
Architecture:
Technologies involved
LHG Customer Service Chatbot, Oct. 22, 2019
Bot Connector to connect with the different channels
Azure App Services and WebJobs for background tasks
Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ)
CosmosDB: Store user context and reporting data
Azure Key Vault: Store credentials and other sensitive data
Storage account: File storage (logs and images)
13
Architecture:
QnA Maker
LHG Customer Service Chatbot, Oct. 22, 2019
”Can I fly with my dog?”
Response:
Dogs and cats are welcome in the cabin on Swiss
International flights, as long as the combined weight with
carrier does not exceed 8 kg. To enter the cabin, pets need
to be clean, healthy, and must not smell.
14
Architecture:
LUIS NLP
LHG Customer Service Chatbot, Oct. 22, 2019
”I want to fly to London tomorrow ”
Intent:
search-flight
Entities:
destination: London
departure-date: 23.10.2019
15
Architecture:
Technologies involved
LHG Customer Service Chatbot, Oct. 22, 2019
Bot Connector to connect with the different channels
Azure App Services and WebJobs for background tasks
Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ)
CosmosDB: Store user context and reporting data
Azure Key Vault: Store credentials and other sensitive data
Storage account: File storage (logs and images)
16
Architecture:
How do we publish it into many channels?
LHG Customer Service Chatbot, Oct. 22, 2019
• Azure Bot Framework provides tools to build and manage bots.
• Bot Connector easily connects your bot to multiple channels.
17
Architecture:
Technologies involved
LHG Customer Service Chatbot, Oct. 22, 2019
Bot Connector to connect with the different channels
Azure App Services and WebJobs for background tasks
Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ)
CosmosDB: Store user context and reporting data
Azure Key Vault: Store credentials and other sensitive data
Storage account: File storage (logs and images)
18
Architecture:
Azure App Services
LHG Customer Service Chatbot, Oct. 22, 2019
“Azure App Service is a Platform as a Service solution that lets you run
your applications at high scale without worrying about maintaining the
infrastructure, including virtual machines.”
19
Architecture:
Technologies involved
LHG Customer Service Chatbot, Oct. 22, 2019
Bot Connector to connect with the different channels
Azure App Services and WebJobs for background tasks
Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ)
CosmosDB: Store user context and reporting data
Azure Key Vault: Store credentials and other sensitive data
Storage account: File storage (logs and images)
20
Architecture:
LHG Chatbot diagram
LHG Customer Service Chatbot, Oct. 22, 2019
What about Enterprise Security ?
22
Security:
LHG Chatbot diagram
LHG Customer Service Chatbot, Oct. 22, 2019
23
Infrastructure:
Azure ILB ASE
LHG Customer Service Chatbot, Oct. 22, 2019
• ILB ASE: Internal Load Balancer Application Service Environment
Lessons Learned
• Why start with voice first?
• Smalltalk != small work
• Human Handover
• User Feedback: Reporting etc.
Lessons Learned
SCRUM Setup
• Distributed Team Nearshoring, on premise and consultants
• Mixed Nationalities and cultures
Chatbot Development
• Cloud first
• Social media users
• Customer service scenarios
Questions
Azure Days 2019: Azure Chatbot Development for Airline Irregularities (Remco Bonse & Sigifredo Grau, SWISS)

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Azure Days 2019: Azure Chatbot Development for Airline Irregularities (Remco Bonse & Sigifredo Grau, SWISS)

  • 1. Enjoy your Trip Let our Chatbot take care of the rest Remco Bonse Sigifredo Grau
  • 2. • Software Development Tech Leader, SCRUM Master • @SWISS for 4 years About Sigi and Remco • Software Development, SCRUM, Azure Stack , Angular • @Trivadis «3LE» for 4 years • Plays the french horn and ping pong @CabocloCD
  • 3. Overview • Introduction to Higgins • Functionalities • Architecture, Infrastructure and Security • Does it work? • Lessons Learned
  • 4. Obligation to make travelers happy
  • 6. Obligation to make travelers happy especially during Irregularities VS
  • 7. How • Customer service Facebook chatbot • Reachable at: swiss.com/bot lufthansa.com/bot austrian.com/bot
  • 8. How • Customer service Facebook chatbot • Functionalities • Show flightstatus • Booking Push notifications • Rebook your flight • Baggage allowance • Answer FAQ • Service Center Handover • Do basic smalltalk
  • 9. NEW: Operational Push Notifications LH/OS • Operational Push Notifications • Once a guest has used his booking code to identfy, operational push notifications will be sent to his Facebook Messenger account related to this booking​ • The guest will receive all notifications about his flight(s) lik • Gate change​ • Delay • Cancellation​ • Boarding open • Etc.
  • 11. 11 What LHG Customer Service Chatbot, Oct. 22, 2019
  • 12. 12 Architecture: Technologies involved LHG Customer Service Chatbot, Oct. 22, 2019 Bot Connector to connect with the different channels Azure App Services and WebJobs for background tasks Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ) CosmosDB: Store user context and reporting data Azure Key Vault: Store credentials and other sensitive data Storage account: File storage (logs and images)
  • 13. 13 Architecture: QnA Maker LHG Customer Service Chatbot, Oct. 22, 2019 ”Can I fly with my dog?” Response: Dogs and cats are welcome in the cabin on Swiss International flights, as long as the combined weight with carrier does not exceed 8 kg. To enter the cabin, pets need to be clean, healthy, and must not smell.
  • 14. 14 Architecture: LUIS NLP LHG Customer Service Chatbot, Oct. 22, 2019 ”I want to fly to London tomorrow ” Intent: search-flight Entities: destination: London departure-date: 23.10.2019
  • 15. 15 Architecture: Technologies involved LHG Customer Service Chatbot, Oct. 22, 2019 Bot Connector to connect with the different channels Azure App Services and WebJobs for background tasks Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ) CosmosDB: Store user context and reporting data Azure Key Vault: Store credentials and other sensitive data Storage account: File storage (logs and images)
  • 16. 16 Architecture: How do we publish it into many channels? LHG Customer Service Chatbot, Oct. 22, 2019 • Azure Bot Framework provides tools to build and manage bots. • Bot Connector easily connects your bot to multiple channels.
  • 17. 17 Architecture: Technologies involved LHG Customer Service Chatbot, Oct. 22, 2019 Bot Connector to connect with the different channels Azure App Services and WebJobs for background tasks Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ) CosmosDB: Store user context and reporting data Azure Key Vault: Store credentials and other sensitive data Storage account: File storage (logs and images)
  • 18. 18 Architecture: Azure App Services LHG Customer Service Chatbot, Oct. 22, 2019 “Azure App Service is a Platform as a Service solution that lets you run your applications at high scale without worrying about maintaining the infrastructure, including virtual machines.”
  • 19. 19 Architecture: Technologies involved LHG Customer Service Chatbot, Oct. 22, 2019 Bot Connector to connect with the different channels Azure App Services and WebJobs for background tasks Azure Cognitive Services : LUIS (NLP) and QnA Maker (FAQ) CosmosDB: Store user context and reporting data Azure Key Vault: Store credentials and other sensitive data Storage account: File storage (logs and images)
  • 20. 20 Architecture: LHG Chatbot diagram LHG Customer Service Chatbot, Oct. 22, 2019
  • 21. What about Enterprise Security ?
  • 22. 22 Security: LHG Chatbot diagram LHG Customer Service Chatbot, Oct. 22, 2019
  • 23. 23 Infrastructure: Azure ILB ASE LHG Customer Service Chatbot, Oct. 22, 2019 • ILB ASE: Internal Load Balancer Application Service Environment
  • 24. Lessons Learned • Why start with voice first? • Smalltalk != small work • Human Handover • User Feedback: Reporting etc.
  • 25. Lessons Learned SCRUM Setup • Distributed Team Nearshoring, on premise and consultants • Mixed Nationalities and cultures Chatbot Development • Cloud first • Social media users • Customer service scenarios