Charles Waghmare

Introducing Azure Bot Service

Building Bots for Business

Charles Waghmare
Mumbai, India
ISBN 978-1-4842-4887-4e-ISBN 978-1-4842-4888-1
https://doi.org/10.1007/978-1-4842-4888-1
© Charles Waghmare 2019
Standard Apress
Trademarked names, logos, and images may appear in this book. Rather than use a trademark symbol with every occurrence of a trademarked name, logo, or image we use the names, logos, and images only in an editorial fashion and to the benefit of the trademark owner, with no intention of infringement of the trademark. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights.
While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein.
Distributed to the book trade worldwide by Springer Science+Business Media New York, 233 Spring Street, 6th Floor, New York, NY 10013. Phone 1-800-SPRINGER, fax (201) 348-4505, e-mail [email protected], or visit www.springeronline.com. Apress Media, LLC is a California LLC and the sole member (owner) is Springer Science + Business Media Finance Inc (SSBM Finance Inc). SSBM Finance Inc is a Delaware corporation.
Acknowledgments

The fear of the LORD is the beginning of knowledge. —Proverbs 1:7 First of all, I offer honor and praise to my God, Lord Jesus Christ, who gives me opportunities to write books. I am grateful to my God, Lord Christ, and dedicate this book to Him and to His glory.

To my dearest parents, Mr. David Genu Waghmare and Mrs. Kamla Waghmare , for their eternal love, I thank them from the bottom of my heart for their care, encouragement, and motivation until this day. God bless you both. I thank my dearest sisters: Usha, Esther, Margret, Diana, Carol, and Mary . Especially, I appreciate the support of my sisters Carol and Mary in times of difficulty and pain. I thank my adorable nephews: Kris , who is passionate about fitness and has tremendous love for cats; and Savio , who appreciates a world of harmonium, tanpura, and classical music. I enjoy spending time with them. And, special thanks to my fiancé Miss Priya Muniraj , for creating a positive impact by coming into my life!

I offer the following thanks as well to Miss Nisha Talwar , Engagement Manager at Capgemini, for her continuous support and encouragement; to Mr. Sreeprasad MK , Team Manager at Capgemini, for his care; and to Mr. Balkrishna Shirgaonker and Mrs. Reshma Kamath , Senior Consultants at Capgemini, who jointly shouldered my burden during my difficult days. To The Salvation Army Church ; Matunga Corps, Mumbai; and Amazing Grace Assembly of God Church, Bangalore; special thanks to all church members for your love and affection.

Table of Contents

Chapter 1:​ Introduction:​ Azure Chatbots 1
Introduction to AI 1
AI Applications 2
The Current State of AI 5
Types of AI 8
Reactive Machines 8
Limited Memory 8
Theory of Mind 9
Self-aware 9
Artificial Narrow Intelligence 9
Artificial General Intelligence 9
Artificial Superhuman Intelligence 10
Chatbots:​ An Introduction 10
History of Chatbots 10
Chatbots in Action 13
Introducing Azure 15
Building a Chatbot Using Azure Bot Services 18
Building the Chatbot 19
Creating the Question-and-Answer Service 23
Summary 29
Chapter 2:​ Deploy Chatbots in Your Business 31
Traditional Business Scenario 31
Managing Ever-changing Customer Expectations 32
Preserve Customer Loyalty 33
Build an Employee Bond for an Effective Customer Experience 33
Employee Retention 34
Rapid Growth of Digital Customers 34
1-800-Flowers 35
Sephora 36
H&​M 36
Disney 37
Casper 37
Why Do Businesses Need Chatbots?​ 38
Scale up Your Operation 39
Address High-volume Queries from Your Customers 39
Recommend Products 40
Handle Gen Y Customers 40
Maximize Personalization 40
Create an Interactive Marketing Platform 41
Drive Organizational Efficiency 41
Improve Response Rate 42
Automate Repetitive Tasks 42
Chatbot Design Considerations 42
WeChat and Facebook:​ Two Famous Chatbots 43
WeChat 44
Facebook Messenger 45
Businesses Need a Chatbot, Not an App 45
People Want Fewer Mobile Apps 46
Apps Have Become a Tough Business 48
People Use Messengers More Than Other Types of Apps 49
Scale Your Business Using Chatbots 52
Realize Cost-effectiveness 52
Realize Better Marketing and Increased Sales 53
Benefits of Chatbots 53
Summary 60
Chapter 3:​ Design Azure Chatbots 61
Introduction to the Microsoft Bot Framework 61
Accelerated Development 62
Creation of Intelligent Bots with Cognitive Services 63
User Engagement 63
Cognitive Services:​ Introduction 63
Different Types of Chatbots Using Azure Bot Service 67
Commerce Chatbots 67
Information Chatbots 68
Enterprise Chatbots 70
Cortana Chatbot 71
IoT Chatbots 72
Designing Chatbots 73
Some Factors Do Not Guarantee Bot Success 74
The First Impression of a Chatbot Really Matters 75
Conversation Flow 78
Design Bot Navigation 81
Summary 86
Chapter 4:​ Design Messages in Chatbots 87
Customer Experience:​ An Introduction 87
Chatbots for a Greater Customer Experience 89
Rich User Controls 89
Cards 90
Text and Natural Language Understanding 97
Choosing among Rich User Controls, Text and Natural Language, and Speech 99
Key Chatbot Message Concepts 99
Connector 100
Activity 100
Dialog 101
FormFlow 101
State 101
Create Messages 101
Send a Customized Message 102
Add Media Attachments to Messages 103
Add Rich Card Attachments to Messages 103
Process Events within Rich Cards 105
Add Speech to Messages 105
Add Suggested Actions to Messages 106
Send and Receive Activities 107
Implement Global Message Handlers 107
Intercept Messages 108
Send Proactive Messages 108
Summary 110
Chapter 5:​ Chatbot Integration 111
Integration of a Chatbot with Communication Apps 111
Connect a Chatbot to Cortana 113
Connect a Chatbot to Skype 120
Connect a Chatbot to Telegram Messenger 122
Connect a Chatbot to Kik 127
Connect a Chatbot to a Direct Line 131
Connecting a Chatbot to Office 365 E-mail 135
Connecting a Chatbot to Facebook 136
Connect a Chatbot to Facebook Workplace 142
Connect a Chatbot to GroupMe 144
Summary 146
Chapter 6:​ Business Benefits of Using Chatbots 147
Advantages of Chatbots 150
Availability 150
Capacity Management 151
Flexibility 151
Greater User Experience 152
Low Cost 152
Faster Onboarding 153
Work Automation 153
New Sales Channels 154
Personal Assistance 155
Disadvantages of Chatbots 155
Define Success Metrics for an Azure Chatbot 157
User Metrics 158
Message Metrics 159
Performance Metrics 162
Summary 165
Chapter 7:​ Create Solutions Using Chatbots 167
Utility Service Providers 167
Insurance Companies 169
Travel Agencies 170
Healthcare Industry 171
Financial Services 172
Protection against Fraud 173
Designing Solutions Using Azure Chatbots 174
Password Reset Use Case 175
Embed a Chatbot in a Web Site 176
Embed a Chatbot Inside a Mobile App 178
IoT App 178
Design Knowledge Chatbots 178
Search Using Chatbots 179
Using Search to Guide a Conversation 181
Azure Search 183
Transitioning Conversations from Bot to Human 184
Triage 184
Escalation 184
User-driven Menus 185
Scenario Driven 185
Supervision 185
Summary 186
Chapter 8:​ Create Digital Transformation Using Chatbots 187
Building the Customer Experience 187
Digital Transformation:​ Corporate or Internal Communications Using “Truthbot” 188
How Chatbots Are Improving the State of Healthcare in India 191
Build a Superhuman Human Resource Team Using AI Chatbots 193
The Future of Human Resources 199
The Millennial AI Chatbot Workforce 200
Traditional Workplace of Today 201
Summary 204
Index 205

About the Author and About the Technical Reviewer

About the Author

Charles Waghmare
../images/478917_1_En_BookFrontmatter_Figb_HTML.jpg
has been working at Capgemini since 2011 in various roles, such as Yammer community manager and global lead for the Enterprise Knowledge Management platform (known as KM3.0). In addition, he manages the development of Knowledge Management Portal built in SharePoint Online to host client references and knowledge assets related to artificial intelligence and customer experiences. Charles has been an active promoter of Microsoft Azure Chatbots to automate processes, develop engaging conversation with users, and create new use cases for Azure Chatbots.

Before joining Capgemini, Charles worked with ATOS (formerly SIEMENS Information Systems Ltd.) for five years. He was community manager of System Application Product-based communities at ATOS using Technoweb 2.0—a Yammer-like platform. He was also responsible for managing the Communities of Practice initiative. In addition, Charles was a global rollout manager for a structured document management system built in SharePoint on-premise.

 

About the Technical Reviewer

Arun Sharma
../images/478917_1_En_BookFrontmatter_Figc_HTML.jpg
leads the cloud business at Paytm Cloud as general manager of Enterprise Cloud. He has vast experience in cloud technologies (e.g., Microsoft Azure, AWS, GSuite), Internet of Things, machine learning, Micro services, bots, Docker, and containerization. He has almost 17 years of experience in a wide variety of roles, such as delivery manager at Microsoft, product manager at Icertis, lead and architect associate at Infosys, executive trainer at Aptech, and development consultant at CMC. He managed relationship, sales, cloud consumption, and consulting services; and adoption with medium and large global customers.

Arun loves challenges in the Microsoft playing field, combining them with his domain knowledge in banking, insurance, fast-moving consuming goods, local government, retail, and telecom. He is very active in the community as an author of international research papers, technical speaker, reviewer, blog writer, and LinkedIn sales navigator. He also holds the title of certified trainer from Microsoft and is completing his doctorate in business administration. Arun Sharma can found on Twitter at @arunkhoj .

 
..................Content has been hidden....................

You can't read the all page of ebook, please click here login for view all page.
Reset
3.12.123.189