converstiontoenterprise · 2019-06-14 · artificial intelligence and machine learning to combine...

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Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |

Bringing Conversational Interfaces to the Enterprise

Grant RonaldDirector of Product ManagementOracle Digital AssistantJune 2019@gwronald

Oracle Digital Assistant

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Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not acommitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.

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Topic agenda

4

Introduction to digital assistant1 2 Architecture and features


Customers3 4 Futures

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Topic agenda

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Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 6

Until now, chatbots solved simple, task oriented business problems.



Digital assistants are user-oriented. They assist with multiple tasks.

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A digital assistant is a computer program that uses

artificial intelligence and machine learning to combine

independent chatbots into a single conversational

interface that assists real users throughout their day

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GEN 1: Chatbots

• User initiated

• Single skill (bots)

GEN 2: Digital

Assistant

• Bot initiated

• Multiple skills

Gen 3: Digital

Assistant

• Proactive

• Headless bots

From Oracle Chatbot to Oracle Digital Assistant


Oracle Digital Assistant is Oracle's 2nd generation

intelligent bot platform for customers to build composite

chatbot solutions from independent skills


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Oracle Digital Assistant - Core Pillars

• "Master bot"• Invokes skills• Routes user

messages

• Bot store• Like App Store• Contains bots from

− Oracle SaaS

• Messenger connectivity

• Webhook• Native Channels

• Individual chatbots• Reusable• Conversational AI

and ML


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Skill Analogy

• Smallest part of an ensemble

–May be used stand-alone

• Does not do it all, but what it does, it does well

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Skills

• Each skill usually relates to a business domain

– Pizza, Finance, HR, room booking

• Intents implement uses cases within skill

–Order pizza, cancel pizza, track order, show menu

• User input interpreted by a trained model

– Intents are resolved and mapped to a dialog

• Entities are variable elements of an intent

– Pizza size, topping, delivery address

14Image courtesy of pixabay.com


Skills

• QnA

• Structured data input

• Human agent integration

• Language support

• Embedded testers

• Backend integration

• Skill insights


Successful chatbots must be able to do more

than just having a conversation


DemonstrationBuilding Skills


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Real world entity slotting – How do you order pizza?

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Real world entity slotting

• Many values required for an intent

• Out of order information

• Validation

• Allow multiple values or not?

• Error handling for each entity value

• Different prompts should the user error

• Slot entity if specifically said, otherwise, default it



DemonstrationEntities

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Digital Assistant

• Front-end bot directing user messages to configured skills

• Intelligent routing

– Implicit

– Explicit

• Disambiguates user messages

• Exposed on single or multiple channels

• System intents

• Contains embedded tester


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Digital Assistant Architecture

HCM

ERP

CX

3rd Party

Oracle Digital Assistant

Web

Mobile

Messengers

Voice (e.g. Alexa)

Digital Assistant

Intent

Q&A

Skill

Intent

Q&A

Intelligent Routing

Channels


DemonstrationDigital Assistant



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Customer stories

• Hermes

• Mutua Madrid Open


Copyright UKOUG #PTK Magazine 2019

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Customer stories

• Hermes

• Mutua Madrid Open

• University of Adelaide

• Bajaj Electricals

• Exelon

• www.oracle.com/da


Copyright UKOUG #PTK Magazine 2019


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converstiontoenterprise · 2019-06-14 · artificial intelligence and machine learning to combine...

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