PeopleSoft Chatbots
Transcript of PeopleSoft Chatbots
Presented by:
Session ID
PeopleSoft Chatbots
Cameron McClurg, SpearMC Inc.
100500
Cameron McClurg
• Managing Director (Seattle)
• (206) 819-7851
• Certifications: Peoplesoft, Oracle Cloud Infrastructure, and Hyperion/EPM
PeopleSoft RECONNECT Envision 2
© 2021 SpearMC Consulting
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Cost-to-coast coverage
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Gartner recognized. Oracle specialized.
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SpearMC is the sole featured PeopleSoft vendor in the latest 2021 Gartner Market Guide for Oracle Professional Services. We invested heavily into PeopleSoft several years ago and went “all in” with our leading approach to Oracle Cloud Infrastructure.
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© 2021 SpearMC Consulting
PeopleSoft RECONNECT Envision
About SpearMC
An Oracle Platinum Partner, we specialize in :
▪ PeopleSoft FSCM, HCM, SCM, Lease Administration
▪ PeopleSoft Application Support Managed Services
▪ PeopleSoft and Tools Training
▪ PeopleSoft Hosting on OCI
▪ PeopleSoft Test Framework and Test Automation
▪ PeopleSoft PUM Update and Testing as a Service
▪ Oracle EPM Cloud & Hyperion
▪ Oracle Business Intelligence
© 2021 SpearMC Consulting
5PeopleSoft RECONNECT Envision
Our Services
Oracle PeopleSoft
FSCM, HCM , ELM, CS
Managed Services
Oracle Cloud Hosting
Emerging Technology
Training
Hyperion, OBIEE,
Analytics
6PeopleSoft RECONNECT Envision
© 2021 SpearMC Consulting
Date Time (EDT) SpearMC Sessions at Reconnect Envision 2021A
pril 2
7th
1:00 pm - 2:00 pmThe Road to Kibana: Learn how a PeopleSoft customer paved their way to Data VisualizationsGary Dranikokski
Session ID: 100480
1:00 pm - 2:00 pmPeopleSoft Expenses at HMH: Featuring Google Maps Integration, Fluid, Duo and Twilio Text ReceiptsRandall Johnson with Hackensack Meridian Health
Session ID: 100460
3:00 pm - 3:30 pm Critical Success Factors for PeopleSoft Chatbot DeploymentsLogesh Balasubramaniam
Session ID: 100080
4:15 pm - 5:15 pm Children's Hospital Wisconsin: Lessons Learned 18 months since going live with PeopleSoft on OCIMiroslawa Babicz
Session ID: 100060
Ap
ril 2
8th
1:15 pm - 2:15 pm Extend PeopleSoft Financials to manage Resources, Projects, and Budgets across your portfolioTom Tretter
Session ID: 100760
3:15 pm - 4:15 pm Strategic Growth at Anne Arundel Medical Center Powered by PeopleSoft Projects and Grants on OCITom Tretter
Session ID: 100530
3:15 pm - 4:15 pm The PeopleSoft Community Shares Their Vision for World Class Travel and Expenses ManagementRandall Johnson with Oracle America, Inc
Session ID: 101150
5:00 pm - 6:00 pm The Case for Cloud Infrastructure; A Strategic ViewCameron McClurg
Session ID: 100750
6:15 pm - 7:15 pm Memorial Hospital and Jira – How efficiencies in support drive strategic workGary Dranikokski
Session ID: 100510
6:15 pm - 7:15 pm PeopleSoft Lease Management at ANZ Bank:Lease Compliance and Business Intelligence in one solutionRandall Johnson
Session ID: 100810
Ap
ril 2
9th
12:15 pm - 1:15 pmSystematic solutions for billing approvals for Grants and ContractsJessica Mann
Session ID: 100640
2:15 pm - 3:15 pmPeopleSoft ChatBotsCameron McClurg
Session ID: 100500
2:15 pm - 3:15 pm
NEXT-GEN Automated Testing with enhanced PTF and Open-Source tools to span multiple applicationsTom Tretter
Session ID: 100940
Agenda
PeopleSoft RECONNECT Envision 8
A (brief) History of Conversational Interfaces
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How many do you recognize?
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Conversational Interface
A conversational interface (CUI) is a user interface for computers that emulates a
conversation with a real human.
Instead of the user having to learn (by navigating through a menu or entering
the right information into the right field and clicking the right buttons), CUI’s
provide opportunity for user to speak naturally and for the machine to learn.
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Conversational Interface - Basic Flow
Interpretation of the Intentof the user using Natural
Language Processing (NLP)
Matching to a Dialog Flow Retrieve Data/Information Translate Data back into Conversational Response
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Conversational Interface
Goal of Conversational Interface: Reduce Friction
Example – Steps to Enter Sick time
1.Find link to login to PeopleSoft, Open Navigator (if I know how)
2.Navigate to Self Service
3.Click on Time Reporting
4.Click on Report Time
5.Click on Request Absence
6.Select Absence type (Sick)
7.Type in Date From
8.Type in Date To
9.Submit
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End User Training
Needed
Conversational Interface
Goal of Conversational Interface: Reduce Friction
Example – Steps to Enter Sick time
Example – Any internal group that answers repetitive questions
1.End User picks up the phone and calls for “Help”
2.Ask basic question
3.Make sure helper understands
4.Helper opens PeopleSoft and Navigates
5.Helper asks for required info (emplid, userid, name, etc.)
6.Helper responds with answer (repeat if incorrect)
7.End User wonders if they can get their last 10 minutes back
14Poor Customer Service
Conversational Interface
Changing Demographics & Expectations of the WorkForce…
Currently, Millennials and Gen Z make up 1/3 of the workforce. Within a decade they will make up over 50%.
Not only will employees accept functioning conversational interfaces, they will expect them.
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PeopleSoft Chatbot Overview
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Current Delivered Chatbots
• PeopleSoft Intelligent Chat Assistant from Oracle (PICASO)• Benefit
• Payroll for NA
• Absence
• Employee Directory
• Expense Inquiry
• Requisition Inquiry
• PeopleSoft Intelligent Chat Assistant from Oracle (PICASO)• Benefit
• Payroll for NA
• Absence
• Employee Directory
• Expense Inquiry
• Requisition Inquiry
• Global Payroll
• Recruiting
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Current Delivered Chatbots
Chatbots – Minimum Requirements
ORACLE DIGITAL ASSISTANT CLOUD-BASED SUBSCRIPTION
PEOPLETOOLS 8.57.07 OR HIGHER
HCM PI 31, FSCM PI 33, ELM 20, CAMPUS 15, CRM 18
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Chatbots – Minimum Requirements for Text Messaging
TWILIO ACCOUNT PEOPLETOOLS 8.57.07 OR HIGHER
HCM PI 35, FSCM PI 37, ELM 22, CAMPUS 19, CRM 19
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MOS: Doc ID 2681215.1
Chatbot Integration Framework
• Delivered as part of 8.57.07, the Chatbot Integration Framework was delivered. It includes:• PeopleSoft Config updates
• Installs for Web Server
• Skills to be imported into Oracle Digital Assistant
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Chatbot Integration Framework
• PeopleSoft• App Services Core (Reusable components for all chatbots, e.g. Security
authentication)
• App Services per application/bot (e.g. extraction of absence info or requisition data)
• Setup pages (Enterprise Components)
• Chat Client
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Chatbot Integration Framework
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Chatbot Integration Framework
• PeopleSoft Web Server• Web SDK for Chat Client
• Oracle Digital Assistant• “Skill” = Chatbot
• Skill Template
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Oracle Digital Assistant
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Oracle Digital Assistant
• Cloud Platform Service available to all customers (on prem or cloud)• Skills
• Intents
• Entities
• Dialog Flows
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Oracle Digital Assistant – Skill Store
• Skills are prebuilt templates
• Can be Extended or Cloned
• One skill per PeopleSoft Chatbot
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Oracle Digital Assistant – Skill Store
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ODA & PeopleSoft
ODA PeopleSoft
Natural Language Processor (NLP) Source Data
Create and Maintain Channel to access Chatbot Underlying application logic using application
service framework
Conversational Logic User Interface for accessing chatbot
Dialog Flow Dialog Messages
Connectivity to PeopleSoft
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Demos
Demo – View and Cancel
© 2020 SpearMC Consulting 31
Demo – “I want time off”
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Demo
• “My boss is killing me”
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Demo – Requestor Bot
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ODA Demo
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ODA Demo
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ODA Demo
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Build Your Own & Wrap Up
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Chatbot Setup – Build your own
• Steps-1. Create new app service (5 step process
listed in PeopleBooks)2. Pull Skill Template3. Add Intents, Utterances, Dialog Flow
and Train the Skill
• Required Developer Skills:• Understanding of ODA• Understanding of Application Services in
PeopleSoft• Skill Development (pro tip: deconstruct
delivered)• Knowledge of JavaScript
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Chatbots – Lifecycle Management
• App Services will be updated via PI releases
• ODA – For “Extended” skills, simply Rebase and this will retain all your changes
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Future Chatbots - HCM
HR - Personal Details
HR Help Desk
Time and Labor – Time Inquiry
ELM
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Future Chatbots - FSCM
Supplier Portal
Strategic Sourcing – Bidder FAQ
AR – Customer Assistant
Payables Supplier Assistant
GL: Financial Snapshot
EX: My Wallet and Expense Reports
Supply Chain: Visibility into Material Stock Requests and Item Availability
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• ODA Platform for Oracle Applications (ODAP4SaaS)
• $3 Per Employee/Month (min 1000 or $3,000/mo.)
• $6 Per Named User/Month (min 500 or $3,000/mo.)
Available via Oracle App Sales
• ODA Cloud Service
• $.0232 Per Request (min 250/hr or $4,300/mo.)
Available via Oracle Tech Rep
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Oracle Digital Assistant - Pricing
Discounts
Available
Oracle Digital Assistant – Cost ConsiderationsQuantitative:
• Time spent answering repetitive questions
• ODA can be licensed as a platform (meaning the more chatbots you deploy, the lower the per request cost and higher the ROI)
Qualitative:• Customer Satisfaction
• Admin Group Satisfaction/productivity
• Expand Reach/Adoption
• Multilingual support
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SpearMC ODA Services
PeopleSoft RECONNECT Envision 45
Advisory Training Deploy Maintain
Business Case Development
Readiness Planning
ODA Pricing and Licensing
PeopleSoft Chatbots Level 1 (1-day)
PeopleSoft Chatbots Level 2 (3-Days)
PeopleSoft ODA Integration
Extending Delivered Chatbots
Optimize for Custom Usage
Leverage Chatbot Usage Insights
Deploy new Chatbot Skills
On-going Tuning & Optimization
https://spearmc.com/peoplesoft/chatbots/
Conclusion
Chatbots are here…
Increase both User and Admin Group Satisfaction, while increasing productivity of both.
Leverage delivered bots, but personalize it with Utterances and Messaging
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Contact me:
Session ID:
Cameron McClurg
206-819-7851
100500
Appendix
PeopleSoft RECONNECT Envision 48
References
Conversational Interfaces and the Changing Workforce
• https://www.fastcompany.com/3058546/conversational-interfaces-explained
• https://www.forbes.com/sites/oracle/2018/11/12/3-ways-the-next-generation-of-chatbots-will-change-business/#1ab2f6135920
• https://www.linkedin.com/pulse/conversational-interfaces-speak-volumes-business-scott-likens/
• https://www.forbes.com/sites/theyec/2019/01/25/the-rise-of-conversational-interfaces-and-their-impact-on-business/#657fde012246
Oracle/PeopleSoft Links
• https://www.oracle.com/solutions/chatbots/what-is-a-chatbot/
• https://www.oracle.com/application-development/cloud-services/digital-assistant/
• https://docs.oracle.com/cd/E52319_01/infoportal/chatbot.html
• https://docs.oracle.com/cd/F30488_01/hcm92pbr34/eng/hcm/ecch/concept_UnderstandingChatbots.html?pli=ul_d29e210_ecch
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Chatbot Setup
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Chatbot Setup – Request/Response
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Chatbot Setup Steps
Web Server Setup Oracle Digital Assistant
PeopleSoft
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Chatbot Setup
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Chatbot Setup
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Chatbot Setup - Request
© 2020 SpearMC Consulting 55
Chatbot Setup - Response
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