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