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

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

3. 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

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

5. 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>subcategory;installation</keyword> <keyword>role;deployment architects</keyword>
</keywordset>

6. 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 ?
Ok. I'm going to create a new ticket in our support system and send you a follow up at
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.

7. 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 to the product support group.

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

10. 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 for more information.