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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© 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF
Enriching Chatbot Journey
with Live Chat Experiences
LINE THAILAND
DEVELOPER CONFERENCE 2020

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

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Conversational Banking
Online Banking
Mobile Banking
Telephone Banking

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2017
SCB Connect
Banking and technology marriages
Banking
Channels
Technology
1965
Terminals
with text interface
1967
ATM
1980
Cell Phones
1990
Web Technology
2007
Smartphone
2016
Conversation Interface (CUI)
2017
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

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Messaging Behavioural
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

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State of Conversational Banking
Self service
+ Virtual Assistant

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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

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Conversation with Artiﬁcial Intelligent
บอทจ๋าา .. เหลือเงินในบัญชีเท่าไร
หูกระจงควรปลูกให้ห่างจากตัวบ้าน

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Customer Satisfaction Rate
60 %
68 %
Conversation with A.I.
Conversation with Live Agent
- Knowledge Attrition
- Waiting time
- Sensitive Case
- Isolated Case
- Low level of expertise
- Expensive

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Customer Satisfaction Rate with Digital Assistant
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

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Analytics on
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

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

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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)


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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

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

Y %

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Enriching chatbot with ..
Live Agent

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Enriching Chatbot with Live Agent
Knowledge
Management

Escalation
Analyst

Customer
Start Conversation

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Training Workﬂow
Knowledge
Management

Escalation
Analyst
Training
and Lab

Customer
Start Conversation

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Conversation with Live Agent (Call Center)

#@%&{]!~]){>=+*?
#@%&{]!~]){>=+*?
#@%&{]!~]){>=+*?
Fallback
Fallback
Fallback
2
3
1
Start Live Chat ? Entry Intent to Live Chat

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

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So … How we build this ?

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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

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Customize Chatbot Solution
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

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Building Conversational Platform
Switcher
Messaging
Chatbot
Controller / Fulﬁlment
(Default)
Live Agent
System
Knowledge Based
Corebank System
Dialogﬂow
Other Service
Escalate to
Live Chat
Customer Relation System

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Building Conversational Platform
Chatbot
Controller / Fulﬁlment
Live Agent
System
Switcher
Messaging
Handover
to Chatbot
Knowledge Based
Corebank System
Other Service
Customer Relation System
Dialogﬂow

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Inside Switcher!
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

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Inside Switcher!
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

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Inside Switcher!
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{
"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

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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

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Enriching User Experiences with
LINE Messaging API

Icon / Nickname Switch Personalize Rich Menu
Message
Title
Custom with Flex Message

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Icon / Nickname Switch API
LINE Messaging API
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{
"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.

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Icon / Nickname Switch API
LINE Messaging API
SCB Agent
Hello from Agent!
Hello from Bot!

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{
"type": "text",
"text": "Hello from Agent!",
"sender": {
"name": "SCB Agent",
"iconUrl": "https://connect.scb/scbagent.png"
}
}

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Message Classify using Flex Message
LINE Messaging API
Hello from Agent!
SCB AGENT
SCB Agent
Hello from Bot!

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{
"type": "ﬂex",
"altText": "Hello from Agent!",
"contents": {
"type": "bubble",
"body": {
"type": "box",
"layout": "vertical",
"paddingTop": "10px",
"paddingStart": "10px",
"paddingEnd": "10px",
"contents": [
...

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

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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

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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
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Upload and attach image
2
Link rich menu to user
3
Unlink rich menu from user
4

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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
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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

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Enriching Chatbot Journey with Live Chat Experiences

Enriching Chatbot Journey with Live Chat Experiences

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