Enriching Chatbot Journey with Live Chat Experiences

Transcript

1. 12:40 - 13:15 Chanintorn Asavavichairoj Enriching Chatbot Journey with Live Chat Experiences Vice President Software Engineer, SCB
3. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Enriching Chatbot Journey with Live Chat Experiences LINE THAILAND DEVELOPER CONFERENCE 2020
4. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Hi there !!! Jo, Software Engineer from SCB Digital Banking
5. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF
6. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Conversational Banking Online Banking Mobile Banking Telephone Banking
7. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
8. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
9. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF State of Conversational Banking Conversational Banking Self service + Virtual Assistant
10. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
11. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Conversation with Artificial Intelligent Building Assistant Platform บอทจ๋าา .. เหลือเงินในบัญชีเท่าไร หูกระจงควรปลูกให้ห่างจากตัวบ้าน
12. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
13. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
14. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
15. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Confusion Matrix Chatbot Performance True Positive True Negative False Positive False Negative
16. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
17. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
18. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Missed Classification Chatbot Performance False Positive Missed Classification Manual Labeling Satisfaction Survey Tone and sentiment 0% 100% X % Ambitious Confident Level Fallback Y %
19. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Enriching chatbot with .. Live Agent
20. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Enriching Chatbot with Live Agent Building Assistant Platform Knowledge Management Escalation Analyst Customer Start Conversation
21. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Training Workflow Building Assistant Platform Knowledge Management Escalation Analyst Training and Lab Customer Start Conversation
22. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
23. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF
24. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Response Settings LINE Official Account Manager LINE Official Account Manager < > @ https://manager.line.biz/ Manually mode switching
25. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF So … How we build this ?
26. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
27. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
28. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
29. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
30. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
31. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
32. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
33. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
34. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Enriching User Experiences with LINE Messaging API Icon / Nickname Switch Personalize Rich Menu Message Title Custom with Flex Message
35. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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.
36. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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" } }
37. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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": [ ...
38. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Personalize Rich Menu LINE Messaging API Default Rich Menu Personalize User Rich Menu with Postback button
39. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
40. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
41. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | 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
42. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF @scbconnect
43. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF
44. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Existed SCB Connect Use Case SCB Connect
45. © 2020 THE SIAM COMMERCIAL BANK PUBLIC COMPANY LTD | LINEDEVCONF Be our digital banking family!