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

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During major irregularities, the service desks of airline companies are heavily overloaded for short periods of time. A chatbot could help out during these peak hours. In this session we show how SWISS International Airlines developed a chatbot for irregularity handling. We shed light on the challenges, such as sensitive customer data and a company starting its journey into the cloud.

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

  1. 1. Enjoy your Trip Let our Chatbot take care of the rest Remco Bonse Sigifredo Grau
  2. 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. 3. Overview • Introduction to Higgins • Functionalities • Architecture, Infrastructure and Security • Does it work? • Lessons Learned
  4. 4. Obligation to make travelers happy
  5. 5. Mayor Disruptions affect thousands
  6. 6. Obligation to make travelers happy especially during Irregularities VS
  7. 7. How • Customer service Facebook chatbot • Reachable at: swiss.com/bot lufthansa.com/bot austrian.com/bot
  8. 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. 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.
  10. 10. 11 What LHG Customer Service Chatbot, Oct. 22, 2019
  11. 11. 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)
  12. 12. 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.
  13. 13. 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
  14. 14. 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)
  15. 15. 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.
  16. 16. 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)
  17. 17. 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.”
  18. 18. 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)
  19. 19. 20 Architecture: LHG Chatbot diagram LHG Customer Service Chatbot, Oct. 22, 2019
  20. 20. What about Enterprise Security ?
  21. 21. 22 Security: LHG Chatbot diagram LHG Customer Service Chatbot, Oct. 22, 2019
  22. 22. 23 Infrastructure: Azure ILB ASE LHG Customer Service Chatbot, Oct. 22, 2019 • ILB ASE: Internal Load Balancer Application Service Environment
  23. 23. Lessons Learned • Why start with voice first? • Smalltalk != small work • Human Handover • User Feedback: Reporting etc.
  24. 24. 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
  25. 25. Questions

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