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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. Chatbots et Intelligence Ar@ficielle De la fic@on à la réalité pour l’Entreprise Eric Mitha Senior Sales Consultant Oracle Digital Day, Geneva March 21, 2017

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Page 1: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

ChatbotsetIntelligenceAr@ficielleDelafic@onàlaréalitépourl’Entreprise

EricMithaSeniorSalesConsultantOracleDigitalDay,GenevaMarch21,2017

Page 2: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

SafeHarborStatementThefollowingisintendedtooutlineourgeneralproductdirec@on.Itisintendedforinforma@onpurposesonly,andmaynotbeincorporatedintoanycontract.Itisnotacommitmenttodeliveranymaterial,code,orfunc@onality,andshouldnotberelieduponinmakingpurchasingdecisions.Thedevelopment,release,and@mingofanyfeaturesorfunc@onalitydescribedforOracle’sproductsremainsatthesolediscre@onofOracle.

2

Page 3: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

ProgramAgenda

3

BotsIntroduc@on

Demonstra@oninE-bankingandCustomerService

IntelligentBotsPlaVorm

BotsIndustryMomentum

1

2

3

4

Page 4: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

WhatisaChatbot?

4

Achatbotisaservice,poweredbyrulesandsome@mesar@ficialintelligence,thatyouinteractwithviaachatinterface.ItaZemptstomaintainaconversa@onwithaperson.Thisservicecouldbeanynumberofthings,rangingfromfunc@onaltofun,anditcouldliveinanymajorchatproduct(FacebookMessenger,Slack,Telegram,TextMessages,etc.).

Page 5: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved. 5

TwoBroadCategoriesofBotsTaskOriented DataDriven&Predic6ve

Page 6: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

TaskOrientedBots

OracleConfiden@al–Internal/Restricted/HighlyRestrictedles 6

Highlyspecializedandstructuredinterac6ons

Typicallyuserini@ated,butsystemscanalsoini@ate

(e.g.alerts)

Mostcommontypesofbotsini@allydeployed

Integrateswithbackendsystemsofrecord

Mostusefulbotswillbeinthesupportorservicecategory

Conversa@onalmenus,dialogdrivenuserexperience

Page 7: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

DataDrivenPredic@veBots

7

Personalizedbasedonprofile,pastbehaviorandcontextaware

Predic@veIntelligencebasedondata-Keyforbotstobeausefulinthelong

runacrossuse-casecategories.

Monitorsdata,intentdetec@on,ini@[email protected]@ateconversa@on

whendatacrossesthreshold

IncorporatesBigData

DataAnaly@cs

NaturalLanguageProcessing(NLP)

MachineLearning(ML)

Page 8: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved. 8

FacebookMessengerChatBotDemo:1.e-banking2.customersa6sfac6on

-e

Page 9: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved. 9

Howdowedoit:MobileSuite=OracleMobileCS

ORACLEAPPS 3RDPARTYAPPS CUSTOMERAPPS

OracleAppDevelopmentTools 3rdPartyAppDevelopmentTools

ClientSDK/API

CUSTOMEREXPERIENCEANALYTICS

AI/ML

MOBILEAPPINTEGRATION

MobileServices(Push,Sync,LBS…)

MobileAPICatalog Connectors

CrossChannelDataAggrega@on

Voice Analy6cs MobileMessagingWeb

APIShaping

INTELLIGENTBOTSAr@ficialIntelligence

+IBCS

Page 10: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

OracleIntelligentBotService:KeyComponents

ChannelConfigurator

DialogFlow

Execu@on

CustomComponentsinDialogFlow

AIEngine

• Unifiedcross-channelchatinterfacebetweenbots&humans

• Declara@vebotbuilderUIforbotflow

• Statemachinethatexecutescontextdrivenworkflowswithscopedvariables

• Ac@vemachinelearningalgorithmsthatiden@fyrela@onshipsandextractinsightsfromunstructureddata

• SDKtoconsumebackendAPI’sthatsa@sfyhumanrequestsviathebot

Custom

Page 11: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.Copyright©2017,Oracleand/oritsaffiliates.Allrightsreserved. 11

BotBuilderUI-Build,Test&DeployBots

Page 12: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

ChatbotIndustryMomentum

Travel•  BoardingPass

•  Seats•  No@fica@ons•  Travelchange

FinancialSvcs•  AccountInfo•  NewLoan•  No@fica@ons

•  InsuranceClaims

CustomerService•  SelfService

Retail•  ProductStock•  Returns

•  Newdesigns•  Groupsharing

Government•  Ci@zenService•  No@fica@ons•  Taxes•  Licenses

HR•  OnBoarding•  SelfService•  Recruitment

Sales•  PipelineMgmt•  SalesKPI

•  Collabora@on

Finance•  Expense

•  Procurement•  KPI

OracleConfiden@al 12

Page 13: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved. 13

4.1BillionusersaroundtheworldareonInstantMessagingapps

6+ofTop10mostusedappsglobally=messagingapps

MessagingHasSurpassedSocial

Big4SocialNetworks Big4InstantMessagingApps

Big4InstantMessagingApps

Big4SocialNetworks

Sources:BIIntelligence,Jan.2016andSta@sta,April2016

Page 14: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

TechnologyAdop@onVelocity

TARGET WEBAPPS MOBILEAPPS CHATBOTSCONSUMERB2C

7YEARS 3YEARS <1YEAR

EMPLOYEEB2E 12YEARS 2018-2020 <3YEARS

Botswillstartreplacingmobileapps.Nomorelookingforanapp,downloadinganapp,upda@nganappormanaginganapp–Gartner2016

Source:Gartner2016

Page 15: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

•  Open,scalablerun@meplaVormthathandlemillionsofconversa@ons

•  AnintegrateddialogandintentsystemalongwithaBotbuilderUIthatpullseverythingtogether

•  NoCode/LowCodetoolfordesigningBots

•  Mul@Channeluseradop@onandinsightsacrossMobile,Bots&Web

•  BottoHumanAgentseamlesshandoff

15

WhyOracleforBots?

•  Onemul@channelplaVormdeeplinkinguserexperiencesacrossBots,Mobile&Web

Page 16: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved.

Thanksforthe…chat!

moreinforma@on:[email protected]

Page 17: Chatbots et Intelligence Arficielle · Data Driven Predic@ve Bots 7 Personalized based on profile, past behavior and context aware Predic@ve Intelligence based on data - Key for

Copyright©2016,Oracleand/oritsaffiliates.Allrightsreserved. 17

Ques@ons?


Ve Ve by Milo Rigaud

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