Last week we already shared an article about the rise of chatbots and the advantages these bots offer for companies. Now we will go deeper into SAP Conversational AI, a platform from SAP with which it is relatively easy to create chatbots. Using various scenarios, we will show you step-by-step how you can build these chatbots yourself.
Summary: What's a chatbot?
By means of NLP (Natural Language Processing), machine learning and artificial intelligence, a chatbot can extract intentions from sentences to which, if properly trained, actions can be linked. This bot can then handle certain conversations autonomously, so that it is no longer necessary to create a human counter-component. In this way, the employee can spend the time that is freed up to pay more attention to the more complex scenarios.
SAP AI chatbots
SAP Conversational AI, formerly recast.ai, offers companies the opportunity to improve their customer service through automation. To test the functioning of the platform we developed a case.
We put it to the test and created a simple chatbot that could support a customer in case of a rate failure on his/her electricity meter.
Functional: how does the chatbot work?
In this case I worked out the following 4 scenarios in which the chatbot has to perform various actions to answer people's questions about the tariff failure to completeness:
- The question tree
- Fallback
- Semi auto detection
- Full auto detection