Enriching Chatbot Journey with Live Chat Experiences

12:40 - 13:15 Chanintorn Asavavichairoj Enriching Chatbot Journey with Live
Chat Experiences Vice President Software Engineer, SCB

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LINEDEVCONF Enriching Chatbot Journey with Live Chat Experiences LINE THAILAND DEVELOPER CONFERENCE 2020

LINEDEVCONF Hi there !!! Jo, Software Engineer from SCB Digital Banking

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LINEDEVCONF Conversational Banking Online Banking Mobile Banking Telephone Banking

LINEDEVCONF 2017 SCB Connect Banking and technology marriages Conversational Banking Banking Channels Technology 1965 Terminals with text interface 1967 ATM 1980 Cell Phones 1990 Web Technology 2007 Smartphone 2016 Conversation Interface (CUI) 2017 Conversational Banking 1983 First SCB ATM 1984 First SCB Telephone Banking 1984 Telephone Banking 2001 First SCB EASY NET 1999 Online Banking 2013 SCB EASY APP 2012 Mobile Banking

LINEDEVCONF Messaging Behavioural Conversational Banking Reference : https://www.accenture.com/us-en/insight-conversational-banking 64% Choose messaging rather than email / calls 64 % 60% Shopping using messaging application 60 % 80% More engaging with conversation 80 % In 1 billion messages are exchanged in messaging each month 1B

LINEDEVCONF State of Conversational Banking Conversational Banking Self service + Virtual Assistant

LINEDEVCONF Conversation with Artiﬁcial Intelligent Building Assistant Platform ยอดเงินคงเหลือ xx บาท บอทจ๋าา .. เหลือเงินในบัญชีเท่าไร Instantly Reply 24hr x 7days Cost Saving Reduce operation cost Reduce Routines Tasks Automated simplicity operation tasks

LINEDEVCONF Conversation with Artiﬁcial Intelligent Building Assistant Platform บอทจ๋าา .. เหลือเงินในบัญชีเท่าไร หูกระจงควรปลูกให้ห่างจากตัวบ้าน

LINEDEVCONF Customer Satisfaction Rate Conversational Banking Reference : https://www.accenture.com/us-en/insight-conversational-banking 60 % 68 % Conversation with A.I. Conversation with Live Agent - Knowledge Attrition - Waiting time - Sensitive Case - Isolated Case - Low level of expertise - Expensive

LINEDEVCONF Customer Satisfaction Rate with Digital Assistant Conversational Banking Reference : https://www.accenture.com/us-en/insight-conversational-banking 88 % 60 % 68 % Conversation with A.I. Conversation with Live Agent Digital Assistant! Balancing between A.I. and live agent - Knowledge Attrition - Waiting time - Sensitive Case - Isolated Case - Low level of expertise - Expensive

LINEDEVCONF Analytics on Building Assistant Platform Dialogﬂow Enterprise Edition Reporting Data Studio Data Warehouse BigQuery Logging Stackdriver Messaging Publisher Cloud PubSub Subscription Cloud Functions Sensitivity Filter Cloud Data Loss Prevention Sentiment Detector Cloud NPL SCB Connect inside Banking Infrastructure Related Sessions .. LINE THAILAND DEVELOPER CONFERENCE 2019 LINE Developer Thailand

LINEDEVCONF Confusion Matrix Chatbot Performance True Positive True Negative False Positive False Negative

LINEDEVCONF Confusion Matrix Chatbot Performance SCB mobile application name? True Positive Hit! SCB EASY True Negative Correct Rejection (if chatbot really doesn’t know) Sorry, I don’t know False Positive False Alarm (completely wrong!) SCB Connect False Negative Missed! (chatbot know but could not answer) Sorry, I don’t know

LINEDEVCONF Fallback! Missed Classiﬁcation Fallback! Confusion Matrix Chatbot Performance True Positive True Negative False Positive False Negative Hit! Correct Rejection (if chatbot really doesn’t know) False Alarm (completely wrong!) Missed! (chatbot know but could not answer) SCB EASY Sorry, I don’t know SCB Connect Sorry, I don’t know

LINEDEVCONF Missed Classification Chatbot Performance False Positive Missed Classification Manual Labeling Satisfaction Survey Tone and sentiment 0% 100% X % Ambitious Confident Level Fallback Y %

LINEDEVCONF Enriching chatbot with .. Live Agent

LINEDEVCONF Enriching Chatbot with Live Agent Building Assistant Platform Knowledge Management Escalation Analyst Customer Start Conversation

LINEDEVCONF Training Workﬂow Building Assistant Platform Knowledge Management Escalation Analyst Training and Lab Customer Start Conversation

LINEDEVCONF Conversation with Live Agent (Call Center) Building Assistant Platform Sorry, I don’t know Sorry, I don’t know Sorry, I don’t know #@%&{]!~]){>=+*? #@%&{]!~]){>=+*? #@%&{]!~]){>=+*? Fallback Fallback Fallback 2 3 1 Start Live Chat ? Entry Intent to Live Chat

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LINEDEVCONF Response Settings LINE Ofﬁcial Account Manager LINE Ofﬁcial Account Manager < > @ https://manager.line.biz/ Manually mode switching

LINEDEVCONF So … How we build this ?

LINEDEVCONF Fulfilment APIs Knowledge Based NLU Intent and entities extractor Dialog Management Predicts from context Message Generator Predefine message template Integration Fulfilment Connector On The Shelf Solution High Level Architecture Webhook Messaging API Dialogflow

LINEDEVCONF Customize Chatbot Solution High Level Architecture NLU Dialog Management Message Generator Integration Webhook Messaging API Fulfilment Connector Dialogflow Chatbot Controller Conversation Message Adapter Fulfilment APIs Knowledge Based Dialogflow API V2 Restful

LINEDEVCONF Building Conversational Platform High Level Architecture Switcher Messaging Chatbot Controller / Fulﬁlment (Default) Live Agent System Conversation Message Adapter Knowledge Based Corebank System Dialogﬂow Other Service Escalate to Live Chat Customer Relation System

LINEDEVCONF Building Conversational Platform High Level Architecture Chatbot Controller / Fulﬁlment Live Agent System Conversation Message Adapter Switcher Messaging Handover to Chatbot Knowledge Based Corebank System Other Service Customer Relation System Dialogﬂow

LINEDEVCONF Inside Switcher! High Level Architecture Switcher Message Event Follow Event Unfollow Event Join Event Leave Event Member Join Event Member Leave Event Postback Event Beacon Event Account Link Event Webhook Streaming Processing with KSQL User Proﬁle Chatlogs Beacon Micro Location Analytics Account Links Unsend Event Video viewing complete event Device Link Event Device Unlink Event LINE Things scenario execution event

LINEDEVCONF Inside Switcher! High Level Architecture Switcher Webhook Streaming Processing with KSQL User Proﬁle Chatlogs Beacon Micro Location Analytics Account Links Message Event Follow Event Unfollow Event Join Event Leave Event Member Join Event Member Leave Event Postback Event Beacon Event Account Link Event Unsend Event Video viewing complete event Device Link Event Device Unlink Event LINE Things scenario execution event

LINEDEVCONF Inside Switcher! High Level Architecture 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 { "replyToken": "nHuyWiB7yP5Zw52FIkcQobQuGDXCTA", "type": "message", "mode": "active", "timestamp": 1462629479859, "source": { "type": "user", "userId": "U4af4980629..." }, "message": { "id": "325708", "type": "text", "text": "Hello world!" ] } Switcher Push when handover Pop when handover or timeout Message Event Postback Event Handover

LINEDEVCONF Customer Connect LINE Account Connect Auto Reply Manual Reply (Live Chat) LINE to Call Call to LINE Non-Voice Agent Chatbot IVR / Call Voice Agent Training Escalate to Live Chat Escalate to Call Provide Ofﬁcial Account though LINE account which belong to phone number Switcher

LINEDEVCONF Enriching User Experiences with LINE Messaging API Icon / Nickname Switch Personalize Rich Menu Message Title Custom with Flex Message

LINEDEVCONF Icon / Nickname Switch API LINE Messaging API 1 2 3 4 5 6 7 8 9 10 11 12 13 { "type": "text", "text": "Hello from Agent!", "sender": { "name": "SCB Agent", "iconUrl": "https://connect.scb/scbagent.png" } } Icon / Nickname Switch The LINE Ofﬁcial Account with which Icon/Nickname Switch can be used, when sending a message, you can specify the icon displayed in LINE and a part of the account name. The part surrounded by a green frame indicates an example of the icon and account name changed using Icon/Nickname Switch. The account name displayed at the top of the screen will not change.

LINEDEVCONF 1 2 3 4 5 6 7 8 9 10 11 12 13 Icon / Nickname Switch API LINE Messaging API SCB Agent Hello from Agent! Hello from Bot! 10:42 10:42 { "type": "text", "text": "Hello from Agent!", "sender": { "name": "SCB Agent", "iconUrl": "https://connect.scb/scbagent.png" } }

LINEDEVCONF 1 2 3 4 5 6 7 8 9 10 11 12 13 Message Classify using Flex Message LINE Messaging API Hello from Agent! SCB AGENT SCB Agent Hello from Bot! 10:42 10:42 { "type": "ﬂex", "altText": "Hello from Agent!", "contents": { "type": "bubble", "body": { "type": "box", "layout": "vertical", "paddingTop": "10px", "paddingStart": "10px", "paddingEnd": "10px", "contents": [ ...

LINEDEVCONF Personalize Rich Menu LINE Messaging API Default Rich Menu Personalize User Rich Menu with Postback button

LINEDEVCONF 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Personalize Rich Menu LINE Messaging API { "size": { "width": 2500, "height": 843 }, "selected": true, "name": "Rich Menu", "chatBarText": "Live Chat", "areas": [ { "bounds": { "x": 194, "y": 214, ... Personalize User Rich Menu with Postback button

LINEDEVCONF 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Personalize Rich Menu LINE Messaging API { "size": { "width": 2500, "height": 843 }, "selected": true, "name": "Rich Menu", "chatBarText": "Live Chat", "areas": [ { "bounds": { "x": 194, "y": 214, ... Create Rich Menu 1 Upload and attach image 2 Link rich menu to user 3 Unlink rich menu from user 4

LINEDEVCONF Personalize Rich Menu LINE Messaging API POST https://api.line.me/v2/bot/richmenu Create Rich Menu Upload and attach image Link rich menu to user Unlink rich menu from user 1 2 3 4 POST https://api-data.line.me/v2/bot/ richmenu/{richMenuId}/content POST https://api.line.me/v2/bot/user/ {userId}/richmenu/{richMenuId} DELETE https://api.line.me/v2/bot/user/ {userId}/richmenu

LINEDEVCONF @scbconnect

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LINEDEVCONF Existed SCB Connect Use Case SCB Connect

LINEDEVCONF Be our digital banking family!

Enriching Chatbot Journey with Live Chat Experiences

Enriching Chatbot Journey with Live Chat Experiences

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