Internal Hackathon 2020

Problem Statement: Efficient Chatbot Designing

Category : Software
Problem Code: RK62
Software - Web App development
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CHATBOTS

<<
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Do You Dream Up – Présentation

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INDEX

Introduction to chatbot

Solution

Key success factors

Project
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INTRODUCTIONTOCHATBOT
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Whatsis a
chatbot?
A chatter robot (chatbot) is a type of conversational agent, a computer
program designed to simulate an intelligent conversation with one or more
human users in natural language via auditory or textual methods.

In short, chatbots are virtual assistant programmed to automatically

answer users requests
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How it works?

User makes a request Request analyzed Real time response

by artificial intelligence Conversational strategy
User info taken into account Interactions personalization
… (history, preferences…)
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For what use?

Customer support Sale and advice Internal support

Helpdesk (office applications, etc)
User account information Order Make an order, reservation

tracking and delivery Product technical

Ask for personalized advices HR (leave balances, etc)
support Incident report

Practical services (room booking…)

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Benefits 1/2

User satisfaction Customer service

enhancement
Immediate answers Quality and detail of responses

Available 24/7 Multi-channel consistency

90% correct answers Relieve congestion in contact centers = more free time for
value added questions
Personalized answers
Valorisation of advisers
Customer autonomy
Knowledge centralization
Innovative customer service
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Benefits 2/2

Simplify
employees life
Enhance productivity and operational effectiveness

Staff retention

Decrease calls and e-mails to support service

Resources reallocation on value added tasks

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SOLUTION
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CHAT BOT
Real time responses to all recurring questions

Available 24/7

Web, mobile, messenging applications implementation

Intuitive back-end & statistics

+90%
Knowledge base with self-learning responses

>50botscreated since 2011

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TECHNOLOGY

Algorythm analysis

ANALYSIS COMPARE DISTANCE

01 02 03
of the linguistic structure with knowledge base calculation

SPELLING CHECKER FORMULATIONS GROUPS SCORING

QUESTIO SYNONYM RELATIVE CONTENT

N
FORMULATIONS

PROVIDE ANSWERS DEPENDING ON THE SCORE

ANSWER TO THE QUESTION ASK FOR REWORDING ESCALATE TO ANOTHER CHANNEL

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ComparativeTable

TECHNOLOGY

ADVANTAGES

SYNTACTIC ANALYSIS Precise comprehension of the sentence Rare misunderstandings

MATCHING Easy to set up

KEYWORDS Fast and cheap algorythm

* Source : Etude ter 2014

Forres
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Multi-platform 1/2

Desktop & mobile

Multi-channel consistency
Responsive and/or native (iOS,
Android) High increase in mobile use
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UI variation

Search bar
Brand chatbox Brand chatbox with avatar Messenging chat box
+ top questions
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Back-end : a collaborative tool

Knowledge base gathering all questions and answers.

No technical skills needed. Can be managed by
marketing, customer service, business teams, etc

Knowledge import possible from an Excel, XML file

Knowledge base delivered with general and social

questions

User right management for validation workflows

Thank you