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Design Review AI: Scope

1) A chatbot is a computer program that simulates human conversation through artificial intelligence. It interacts with users via chat interfaces on platforms like Facebook Messenger, Slack, and text messages. 2) There are two main types of chatbots: retrieval-based models that match user inputs to predefined responses, and generative models with artificial intelligence that can understand language and continuously learn. 3) Chatbots can operate in open domains, where conversations can go anywhere, or closed domains to achieve specific goals like ordering food or purchasing insurance. Integration with contact center platforms allows chatbots to assist customers across channels.

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Aurunisbi Aldino Aulia
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244 views17 pages

Design Review AI: Scope

1) A chatbot is a computer program that simulates human conversation through artificial intelligence. It interacts with users via chat interfaces on platforms like Facebook Messenger, Slack, and text messages. 2) There are two main types of chatbots: retrieval-based models that match user inputs to predefined responses, and generative models with artificial intelligence that can understand language and continuously learn. 3) Chatbots can operate in open domains, where conversations can go anywhere, or closed domains to achieve specific goals like ordering food or purchasing insurance. Integration with contact center platforms allows chatbots to assist customers across channels.

Uploaded by

Aurunisbi Aldino Aulia
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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INTEGRATION

DESIGN

SCOPE Review AI
Contact Center Without Chatbot
Contact Center With Chatbot & Omnichannel

• Use artificial
intelligence
(expert system)
• Hold a conversation
automatically
What is a CHATBOT?
 A chat robot, a computer program that simulates
human conversation, or chat, through artificial
intelligence.

 It is a service, powered by rules and 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 (Facebook Messenger, Slack, Telegram,
Text Messages, etc).
Types of Chatbot
RETRIEVAL-BASED MODELS -

o Uses a repository of predefined responses and some kind of heuristic to pick an


appropriate response based on the input and context.

o The heuristic could be as simple as a rule-based expression match, or as complex as an


ensemble of Machine Learning classifiers.

GENERATIVE MODELS-

o This bot has an artificial brain AKA artificial intelligence. You don’t have to be
ridiculously specific when you are talking to it. It understands language, not just commands.

o This bot continuously gets smarter as it learns from conversations it has with people.
Open Domain vs. Closed Domain
 In an open domain setting, the user can take the
conversation anywhere. There isn’t necessarily
have a well-defined goal or intention.

 In a closed domain setting, the space of possible


inputs and outputs is somewhat limited because
the system is trying to achieve a very specific
goal.
Ex : Hotel’s Customer Support or Shopping Assistants
Omni Channel

CHAT BOT

OnTrace Omni Channel


InMotion Omni Channel Integration??
Omni Channel Web Platform – Bot Integration
Open Domain Chatbot

Pengenalan
Search
Suara Response
Knowledge
/language

NLP (Natural Language


Data Mining & Google Knowledge Graph
Processing)

Google Now ; Siri ; Cortana etc


AI Chat BOT - Closed Domain

ORDER TAKING Insurance shopper

Expert System ; NLP ; Voice recognition


Data Mining ; Google Knowledge Graph
Order Taking Chat Bot

• Use artificial
intelligence
(expert system)
• Hold a
conversation
automatically
complete tasks
ordering food
Insurance shopper

• Use artificial
intelligence
(expert system)
• Hold a
conversation
automatically
complete tasks
purchasing
insurance
Customer
talking to Bot

Integration with OnTrace

Bot Search the


Knowledge Database

Data To
Reasoning Engine be
Analyzed

unknown
Known Answer
Answer
Rule Based
ES Methodology
The Future

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