Chatbots Overview @LHG€¦ · • New Chatbot started in January 2017 • Contains all future...
Transcript of Chatbots Overview @LHG€¦ · • New Chatbot started in January 2017 • Contains all future...
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René Schmassmann
Head of IT Software and Engineering
Swiss International Air Lines Ltd.
23 May 2017
Chatbots Overview @LHG
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Agenda
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Lufthansa Group chatbots
• Lufthansa Bestprice Bot – Mildred
• Higgins
General Architecture & Technology
• AI Open Architecture
• Microsoft Bot Framework
• How to train a Bot
Alexa & Google Home
• Overview
• Integration into existing Architecture
Final Chatbot Architecture
Chatbots @Swiss
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LH Group chatbots
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Mildred – Lufthansa Bestprice Chatbot
• Mildred is the LH Bestprice Facebook Bot
• Supports English + German
• Public available in Facebook: http://mildred.lh.com
• SWISS developed this Bot for LH
• GO-Live was on December 2016.
Chatbots @Swiss4
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Mildred Example
Chatbots @Swiss5
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Higgins
• New Chatbot started in January 2017
• Contains all future Lufthansa Group Chatbots
• Implemented by the Swiss development team
• First version will exist of:
• Lufthansa Bestprice Bot
• Irreg Bot
• Flight status Bot
• General Information Bot
• Baggage FAQ Bot
• First version only available on Facebook, web chat and Apps will follow
Chatbots @Swiss6
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Higgins example (Irreg use case)
Chatbots @Swiss7
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Architecture & Technology
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AI general Architecture
Chatbots @Swiss9
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Microsoft Bot Framework
Mildred - Facebook Bot10
• Integrates multiple channels without additional work
• Integrated in development environment
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Language understanding ServiceHow to train a Bot
Chatbots @Swiss11
• User has to define custom Intents and so called Entities
• Intents: What does it mean? What does the user want to archive?
• Entities: What should be extracted out of the text ?
• Example:
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Enabling Amazon Alexa and Google Home
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Overview Alexa
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• Amazon’s voice vontrol system
• Included in Amazon Echo and Echo Dot
• Artificial Intelligence included
• Contains an Appstore where custome Skills can be deployed (i.e. Mildred)
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Overview Google Home
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• Google’s voice vontrol system
• Artificial Intelligence included
• No specific Appstore – Dynamically enabling apps based on user input
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Alexa / Google Home Integration
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Alexa & Google Home IntegrationAdaptation to be done
• When should a session end? When should the User start a new conversation?
• Define how different visual elements needs to be explained via voice
• Output Text to be slightly modified
Example transformation from english file to english speech file:
Chatbots @Swiss16
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Architecture Overview
Chatbots @Swiss17
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