Chatbots Best Practices & Design Patterns session at #PaaSForum in Budapest 2018

1. Chatbots Best Practices &
Design Patterns…

2. Intent Separation
Entity Definition
1.Multi-language
2.Bot training
Flow-chart approach
1.Multi-bot approach
2.Custom component approach
3.Channel agnostic design
Best Practices
Design Patterns

3. • Cloud & Mobile Solution
Specialist
• Oracle ACE
• Blogger (www.rsantrod.com
& blog.avanttic.com)
• Cloud and Mobile Consultant
• UI Designer & Architect
• Tech Enthusiastic
• Blogger & Writter
(http://adfjava.blogspot.in/)

4. • The architecture and functionality of
the Oracle Mobile Cloud enterprise
• Build RESTful APIs using Oracle ADF
BC as REST, and with Node.js
• Deploy web services on Java Cloud
Service and Application Container
Cloud Service
• Integrate different systems and
building Mobile ready APIs using
Mobile Cloud
• An overview of Oracle JavaScript
Extension Toolkit
• Build hybrid applications using Oracle
JavaScript Extension Toolkit
• Create mobile-first Uis using zero-
code platforms: Oracle VBCS and
Oracle MAX
• Build a Chatbot for your enterprise
using Oracle Intelligent Bots Cloud
Service

5. Customer Success
Ajuntament de Sant Just Desvern
© avanttic Consultoría Tecnológica, S.L.
Oracle Mobile Cloud enterprise - chatbots
Customer business challenges
Improve the citizens experience with the town hall, provide
an easier way for the citizens to access to the services,
reduce call center cost, reduce waiting time of the citizens.
Solution implemented
The solution implemented is a chatbot through Facebook
Messenger and a widget within their website, which helps
the citizen to perform the different arrangements that the
citizens can do in the town hall
Next steps
Add more functionality to the chatbot, including the ability to request
census documents and self-assessments.

6. Chatbot terms
I want to request an appointment for tomorrow at 12
Utterance
Intent Entity

7. Best Practices

8. Best Practices: Intent separation

9. Best Practices: Entity definition

10. Best Practices: Entity definition

11. Best Practices: Entity definition
I want a medium thin pepperoni pizza
Size Crust Type
Pizza

12. Best Practices: Multi-language
Detect user’s language: translation services

13. Best Practices: Multi-language
Detect user’s language: custom component
chatbot
Mobile Core
/ nodejs
http://bit.ly/ORACLEBOTS-DETECT-LANGUAGE

14. Best Practices: Multi-language
• Multi-bot approach • Translation Services
Intent detection
MasterBotEN
ESBot CABot NLBot

15. Best Practices: Multi-language
Answer in user’s language

16. Best Practices: Bot training

17. Best Practices: Bot training

18. Best Practices: Bot training

19. When you don’t need a chatbot
• Mid/High Volume Search Activities
• Form-filling
• Login
• Command Driven Activities

20. Best Practices: Instant Apps

21. Best Practices: Instant Apps

22. Design Patterns

23. Design Patterns: Flow-chart
approach
I have been
scammed in
marktplaats
When/How
File a report
Someone broke
into my house
When/Where
File a report
My car is stolen
When/Where
File a report
Intents
Entities
F
L
O
W

24. Design Patterns: Multi-bot
approach
Detect Language System.switch
System.intentEN
System.intentES
System.intentNL
PolitieBot_EN
PolitieBot_ES
PolitieBot_NL

25. Design Patterns: Custom component
approach
• Bot Flow is comparatively small
• Only NLP and Entity matching is used
• Strong integration with Backend
• Business logic intensive flow
• Flexibility in bot platform
• Wit.ai, Api.ai
Intent Match
Component A Component B Component C

26. Design Patterns: Channel agnostic
design

27. Conclusions

28. Conclusions
• Separate Intents
• Define Entities
• Use Batch/Run Report Regularly
• Use Translation Services and Resource Bundles
• Draw some flow diagrams
• Define the boundaries
• Take care of channel-agnostic features
• Keep the flow fexible

29. www.linkedin.com/in/rsantrod
@rsantrod
ruben.rodriguez@avanttic.com
Questions
www.linkedin.com/in/soham-dasgupta-
91b75410
@iamsoham
soham.dasgupta@capgemini.com