Making chat inquiries answerable by bots using an AI engine

Takayuki Yamada
LINE IT Strategy Team2 Project Manager
https://linedevday.linecorp.com/2020/ja/sessions/8500
https://linedevday.linecorp.com/2020/en/sessions/8500

Transcript

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