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Making chat inquiries answerable by bots using an AI engine

Making chat inquiries answerable by bots using an AI engine

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LINE DevDay 2020

November 25, 2020
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Transcript

  1. None
  2. Agenda › Self Introduction › About LINE CARE › Automation

    by using CLOVA Chatbot › Outcome
  3. Takayuki Yamada › LINE Corporation › IT Strategy Team2 ›

    Introducing a system used by business divisions › SFA/CRM › Salesforce,Kintone
  4. About LINE CARE

  5. What is “LINE CARE”? An employee-only point of contact for

    consultation on all genres of work LINE Official Account Contact point for chat on LINE.Staffed service is available from 10:00-14:00 on weekdays.Unmanned service is available 24 hours a day,365 days a year. face-to-face contact We can also pick up business cards and borrow IT equipment such as laptop power cables.
  6. Anything can be consulted › About a lost article ›

    Forgot employee ID General Affairs › Cannot log in to groupware › VPN connection fails › Confirm attendance record › Consult about business trips IT Helpdesk Others › Expense Financial Affairs
  7. Inquirer's interface

  8. Operator's interface

  9. Volume of chat inquiries Average per month in 2019

  10. Volume of chat inquiries Average per month in 2019 Counter

    responses 2,621
  11. Volume of chat inquiries Average per month in 2019 Counter

    responses 2,621 Chat responses 669
  12. Volume of chat inquiries Average per month in 2019 Counter

    responses 2,621 Chat responses 669 Operators 8
  13. Automation ɹɹby using CLOVA Chatbot

  14. CLOVA Chatbot Most advanced AI engine Management interface that anyone

    can set Easy to integrate with messaging services › LINE , LINE WORKS › Facebook › etc… › Multi-language support › Japanese,English,Chinese,Korean,Thai,Indonesian › High percentage of correct answers
  15. 0% 25% 50% 75% 100% Product A Product B Product

    C 57% 71% 75.4% Comparison with other products Percentage of correct answers in 2000 registered scenarios
  16. 0% 25% 50% 75% 100% Product A Product B Product

    C 57% 71% 75.4% Comparison with other products Percentage of correct answers in 2000 registered scenarios LINE CLOVA 84.7%
  17. System architecture LINE Chatbot Verda (Private Cloud) Salesforce

  18. System architecture LINE Chatbot Verda (Private Cloud) Salesforce

  19. System architecture In case of unmanned response

  20. System architecture In case of unmanned response Primary

  21. System architecture In case of unmanned response Primary

  22. System architecture In case of unmanned response Primary Check if

    it is an employee's inquiry
  23. System architecture In case of unmanned response Primary Check if

    it is an employee's inquiry
  24. System architecture In case of unmanned response Primary Check if

    it is an employee's inquiry TrueɿFAQ FalseɿAuth request
  25. System architecture In case of unmanned response Primary Check if

    it is an employee's inquiry TrueɿFAQ FalseɿAuth request
  26. System architecture In case of unmanned response Primary Check if

    it is an employee's inquiry TrueɿFAQ FalseɿAuth request
  27. System architecture In case of manned response Primary

  28. System architecture In case of manned response Primary

  29. System architecture In case of manned response Primary

  30. System architecture In case of manned response Primary

  31. System architecture In case of manned response Primary Check if

    it is an employee's inquiry
  32. System architecture In case of manned response Secondary Check if

    it is an employee's inquiry
  33. System architecture In case of manned response Secondary Check if

    it is an employee's inquiry
  34. System architecture In case of manned response Secondary Check if

    it is an employee's inquiry
  35. System architecture In case of manned response Secondary Check if

    it is an employee's inquiry
  36. Outcome

  37. 67% 33% Solved by BOT Solved by staff Improvements

  38. 67% 33% Solved by BOT Solved by staff Improvements

  39. 67% 33% Solved by BOT Solved by staff Improvements 47%

    53% Solved by BOT Solved by staff
  40. Improvements

  41. Improvements "OBMZTJT

  42. Improvements "OBMZTJT $SFBUF

  43. Improvements "OBMZTJT $SFBUF %FQMPZ

  44. Improvements "OBMZTJT $SFBUF %FQMPZ 'JY

  45. Conclusion › In the future, CLOVA Chatbot will provide us

    the feature to manage bots by each department. › Changing BOT engine has brought us a 20% increase in bot resolution rates.
  46. How you will achieve › Use LINE Chat Plus or

    LINE Call Plus › Please contact the agency dealing in ‘LINE Official Account’ to use this service.
  47. Thank you