Back to the future and rewind to the present! The future of our BOTS!

STC Regional Conference, Bangalore Chatbot for Content Delivery July 14, 2018 STC Regional Conference, Bangalore Diana C John Poornima Goswami

Chatbot vs documentation library Conversational search interface Information provided progressively based on user input Results based on user intent Documentation library Multiple results matching user command Users are required to spot the right information Results matching user input

Chatbot characteristics Conversational, personalized user experience Natural Language Processor (NLP) Utterances Intents Minimal UX Support for content delivery and full-fledged applications

Is your content Chatbot ready? Is your content structured based on information architecture principles? Metadata Information about information Taxonomy Hierarchical organization of metadata <keywordset> <keyword>category;@@BotEngine@@</keyword> <keyword>subcategory;installation</keyword> <keyword>role;deployment architects</keyword> <keyword>version;@@SMPVERSION@@</keyword> </keywordset>

Chatbot maturity model Can I use Oracle for SMP installation? Do you want me to create a ticket for a demo on Oracle DB installation for SMP. Yes, the product supports the Oracle® database type in addition to the MariaDB® database type. yes Can I have your email ? xxyy@nokia.com Ok. I'm going to create a new ticket in our support system and send you a follow up email at xxyy@nokia.com. Hi, I am Infocenter Bot. How may I help you? Chatbot maturity model Getting an error “ERROR 1071 (42000): Specified key was too long” Hi, I am Infocenter Bot. How may I help you? Looks like you are using MariaDB as your database. For resolving this issue, you can choose any one of the following services: MariaDB Installation guide MariaDB Installation demo Remote MariaDB Installation AI Skills FAQ Hi, I am Infocenter Bot. How may I help you? Can I use Oracle for SMP installation? Yes, the product supports the Oracle® database type in addition to the MariaDB® database type.

Nokia FAQ Bots Characteristics A support chatbot with single step interactions Focuses on common questions and answers Characteristics Buttons for Yes or No Fallbacks when bot misunderstands the customer’s utterance At this point, I am unable to help further. Please send an email to the product support group.

Content Infrastructure Nokia FAQ Bot Workflow UX (App/Device) Chatbot Engine NLP (intents/utterances) Fulfillment (future) Content Infrastructure Content Rendering Engine Structured content

Credits Matthew Reeves, Content Strategist, Nokia Elizabeth Wang, Documentation Manager, Nokia Patrick Bosek, co-founder and director, Jorsek LLC, makers of easyDITA The content of this presentation is based on a presentation by Patrick Bosek. See https://easydita.com/ for more information.