Nella

ChatBOT
for Customer Service
Value Proposition
Businesses are under relentless pressure to
cut down cost, and to do so, will adopt
technologies that are inspired by artificial
intelligence (AI).
BOT platform will fundamentally change the way
we interact with computers, people and
enterprise scale systems. BOT Solutions will be
based on advanced textand content analytics,
machine learning, natural language processing
and intelligent knowledge processing engine.
Conversational interfaces (BOT solution) built using
BOT platform to provide transformational
benefits resulting in:

Next generation machine Self-Service (“Do-It-Yourself”) Increase the overall

interaction to improve
customer experience - an
ability toprovide reliable,
cost-effective and responsive
services.
option to help reduce agent productivity and reduce
interaction through phone cost of operations.
calls, emails and personal
interactions.
Features
Feature rich speech
recognition, AI and natural
language processing
capabilities
Flexible commercial model
with cloud / On-Premise
deployment options.
Can Integrate seamlessly
with existing customer Can be easily adapted to variety of
support IT system use cases acrossenterprises
(Customer CarePortal)
- For resolving IT application support
related issues (replaces L1 Desk)
- Self Service assistant for Clinical
Laboratory (Appointment booking,
Queries on Test procedures etc.)
Knowledgebase (Ontology)
- Personal Banking FAQs
built through historical
data can be easily
extended
Solution Architecture Business
Business needs
Requirement &
customer service
raw /organized
automation
business data

User Utterance Seek

Automation to build Automated
information
the Bot Solution User Profiling
or perform
User some task Build Bot Solution – FAQ & Dialog
definition for tasks to be performed
in consensus & discussion with
Business (Manual Approach)

Machine learning for User

Sentiment
profiling and suggestions.
Live chat Analysis Bot Solution
Handover to
Live Agent
Knowledge Base
Knowledge
Failure Analysis base/FAQ
Administration
Bot Training
(Manual) Training Actions
Bot performance
based on Failure
Live Agent Statistics
Analysis (Manual)
Live Agent Dashboard Admin Console & Controlled Training
Architecture
User
Utterance
User Question

Natural
NLUEngine Language
Processing
Above
Threshold
Resolution Context Question
Business Rules Word Net
/ Response Detection Expansion

Knowledge Base Below Conversation

Threshold Engine

Clarification
Dialog Context Clarification question
Extraction Question
Integration Architecture
ITSystem
Conversation Service Gateway
Interface ITSM
JPA /JMS (Remedy, HP
Dialogue JDBC etc. Service
UI REST Definition Manager etc.)
Experience APIs
Internet
Knowledge CRM, ERP, SCM
Extraction systems
HTTP/ Conversation
HTTPS Engine SOAP/
BOT Client Backend External
Connectors REST Systems (Wiki,
Weather etc.)

Cloud / On-Premise Deployment

Prebuilt connectors –
Key Features & Roadmap
Core
Features
• Multilingual Support
• Text as well asvoice
conversation
• Provide Information in Text,
Media & Document output
format.
• Verification usingOTP
• Handover to live agent –
On explicit user demand/
Live Agent Monitoring the
BOT Conversations/ Based on
Sentiment Analysis of the
progression of conversation.
Self and
Controlled learning
• Self learns from previous
conversation to guide user
with appropriate utterance.
• Failures Analysis through
administrative panel for
identifying & training the
BOT to deal with new
user intents.
• Understands User profile
based on historic conversations
& converses based on the
user preferences.
Conversational Integration User Interface
AI Capability Channels
• Multi channel Integration with • Mobile App
• Ambiguity Resolution
Knowledge base using RPA –
Through Admin console/ Through • Integration with
• Ask Question differently
files repository / Web Page Messengers e.g.
Repository Skype, FB Messenger
• Provide recommendations
• Integration with Orchestration/ • Integration with IVR
• Guided conversation
RPA Products for Service
Automation • Smart device /Sensor
• Conversation through
Interactive UI Cards integrations – Alexa ,
• Integration with Ticketing Tools Google home
e.g. Service Now, Fresh Service,
• Image Learning
Zendesk
• Consume AI/ML models in real
time as micro services to enable
Verizon decision making systems
(e.g. PEGA, Sales force, AEM) to
provide insights driven decisions
for systems of engagement
 AI / ML Factory
Perform task/Seek
Information

Controlled Training Monitoring and

Collect Knowledge Base &
Business Understanding & Debugging
Intent Data
Problem Statement (Use  Tableau
 Kinesis
Cases) Automated Feature Engineering  Kibana
 Kafka
 Amazon Quicksight

Data Preparation and Feature Engineering

Cleaning Knowledge Base Creation
Data Sources Self Learning
 Cassandra/Neo4j
 HDFS/Amazon S3
 Elastic Search/Oath
Model Training and Prediction/
Model Deployment
Documents Recommendations
 Flask API
 H2O Driverless AI/Sage Maker
 Docker Container
Data Visualization and  Scikit-learn/Spark Mllib
 Kubernetes
Historic Analysis  TensorFlow/Jupyter N/B
 Ngnix
Conversations  Apache Spark  H20 MoJo Object
 Flink  Apache Thrift
 EMR  Git
Web Pages Model Evaluation

Feature Augmentation
Through Admin Data
Console Augmentation YES
NO Use Case
exit criteria
What’s in it For
End user Customer service team
Self Help i Admin Console i
Search information from Incident History,
Admin Console to monitor Nella performing,
knowledge base documents &FAQs
administer FAQs
Validation using OTP
Software Installation Handover to live agent
Password Resets

Ticket -Reporting & Enquiry Track tickets & Quick query

Report an Issue/Incident Track the progress on the reported Issue/Incident
Update Incident details Update Incident details
Know about progress on the reportedIssue/Incident Quick Query about the incidents

Ask Question ITIL Support

Ask Question/ SeekInformation
Request Reports/Documents
Converse & get the task done/seek information.
NO WAITING
Notifications about missing Acknowledgement & Resolution SLAs
Auto Assignment of Incidents
Auto creation of Problem Record based on recurring incidents
Critical/High priority Incident Management
Notifications about missing Incident updates
Key Differentiator
Complete On-premise
The platform is light weight,scalable, secure and can be easily deployed on on-premise infrastructure. The platform
Deployment Adheres to GDPR compliance

AI/ML Driven Platform is driven by strong machine learning algorithms running behind the scene. Bot has in-built knowledge
Intelligence extraction module to answer open domain questions as well as FAQs.

Strong NLP
• The platform has been specifically designed to meet enterprise needs as against generic which clearly lacks supporting
Capabilities complex conversations. For example -
• User switching the context all of sudden ( most of the platform will forget the original context and hence looses the track.)
• Retain context by easy configuration. ( it can store specific information provided by user in his/her earlierconversation)
• Create domain dictionary ( synonyms, custom entities etc.)
• Easy handover to human agent in case user is not comfortable in carrying over the conversation with bot.

Easy integration
with backend • The configuration allows user to easily integrate with backend system and also post process response data using highly
customisable groovylanguage.
What is Chat Bot ?
Answer
Connect users to right
resource, person and
service.
Engage
Engage 3 times more
than a traditional FAQ
or web-self-service.
Measure
Learns about users interests,
understand their behavior so
that a bot can respond to the
issues in most relevant way.
Communicate
A umanized, effortless
experience, natural way of
expressing and
communication
Guide
Monitor every interaction
and tune the virtual
assistant accordingly for
continuous performance
improvement.
Listen
Listen and analyze the
user issues and provide
quick response.
NELL INFOTECH CHATBOT KIT
Text (T) Bots Action (A) Bots Knowledge (K) Bots
•Natural Language • Prebuilt bots for • Extend search with
Processing (NLP) ERP, CRM functions knowledge
•Natural Language discovery tools like
Understanding (NLU) • Functional Bots Sinequa
•Natural Language • Service
Generation • HR Bots • Intent discovery
• Sales Bots using Solr
•Machine Learning
• Finance Bots
•Knowledge Engineering • Procurements
(Ontology) Thesauri) Bots
•Voice Bots
DIFFERENT CATEGORIES OF CHATBOT
Conversational
Technologies
- Speech (Text to speech, Automatic Speech Recognition)
- Text-based chatbots

Cognitive -Natural Language Processing, Machine Learning, AI

Technologies
- Knowledge Management with Semantic Search

Mobile and Personal

Assistants
- Likes of Siri, Google Assistant, Facebook M, Cortana
- Support a horizontal range of individual tasks
 Thank you !

Please give your feedback –

sheetal.jadhav@nellinfotech.com
connect@nellinfotech.com

Call: 9850088916/ 9890575963

Visit us – www.nellinfotech.com