Chat bot licensing

Aug 23, 2020Download as PPTX, PDF0 likes91 views

This document proposes a virtual chat assistant for a software licensing and BPO industry. It discusses using the chatbot for order management and other functions. Key points include: - The chatbot would use APIs, natural language processing, and previous customer data/feedback to respond to common questions about orders, accounts, cases, and other topics. - It provides flow charts and examples of how the chatbot could retrieve order details, show account assignment processes, and offer options to contact support if needed. - More advanced integrations are proposed, like allowing customers to directly request license or device transfers through the chatbot by checking account statuses and permissions. - Whiteboarding ideas discuss using metrics and past customer issues

Virtual Chat Assistant for Software Licensing and BPO industry
Samradh Hegde
Email : Samradh.hegde@gmail.com
*This architecture can be used for Order Management and other branches in BPO
industry, I have taken a sample of licensing

Subject matter considered for drawing my thoughts and analysis:
User Centered
Design
User research,
hypothesis
development and
validation
Synthesis of
external factors
Competitive
analysis
Strategy
experiment
Natural Language
processing
Analysis from
General and
Feedback Metrics
General
Analysis(Outside
user research-
Random sampling)
Cohort analysis
Event Driven
system
Product roadmap-
vision and strategy
Gestalt Principles of
Design
Everyone cannot be
pleased

• Using API services, the Chat Bot
can show the below details :
• Order Details
• Case Details
• General Details (Account )
• When the customer clicks to
know more on Order Details can
retrieve the details of the current
Order

• Chat Bot can retrieve the current Order details, ex: if the customer
wants to assign account details (if they have access and as a admin)
they can click on Account assignment and either can choose for
looking into a 10sec-20sec video on where to click and where to
assign, and process document should only show the particular
process of assignments.
• If the customer is unable to perform using both then he can click
on “Contact Company” and choose either 3 options :
• Wait for live chat: we can have embedded Chat app into the chat
window
• Open case : Customer can give specifics where is the issue and
what they are facing(Not just click on raise a case just using one
filter)
• Call Company: Customer can call to resolve
*this would be for semi-automation of the chat-bot, if it’s a complete
automation, customer can select in the dropdown and move the
licenses

Sample Micro Services and NLP architecture
*image source internet

Design Ideas
on the
Webpage
and Chatbot
Interaction

Chat Bot should appear on the
Home screen, while asking for Login
Details and then showing the
recommended info, Like “ Order
Details”

• Once User Log-in and then user can work on
The Alien Company
• At the mean time BOT can call-in the API
services and check for latest “Order Status”,
or “Case Details”

If the customer clicks on Licensing , Chat
Bot should be able to show if any devices
are moved recently. It also should show
FAQ’s and Self-Service for that page not
any other.
Self-Service can be enabled for
Admin’s who can perform the service
on their own, this will have a process
document and 10-20sec videos on
where to click and what details to put
in

Advanced
Integration
using Chat
Bot
*This is a rough idea on how customer can request license
transfer or device transfer and the API integration can do the it
automatically checking the Account Status and Admin status

Advanced Integration
using Chat Bot
Advanced Integration using Chat Bot, below
screenshot are a sample on how chatbot would do
things without human intervention

My
Whiteboard
Ideas The above presentation is the basis ideas on how things would
like in a Chat Bot industry , I have plans on how we can use
metrics and pervious issues raised by customer to enhance the
chatbot interactions using NLP and reduce the “unable to
answer questions” from chat bot.

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Chat bot licensing

1. Virtual Chat Assistant for Software Licensing and BPO industry Samradh Hegde Email : Samradh.hegde@gmail.com *This architecture can be used for Order Management and other branches in BPO industry, I have taken a sample of licensing

2. Subject matter considered for drawing my thoughts and analysis: User Centered Design User research, hypothesis development and validation Synthesis of external factors Competitive analysis Strategy experiment Natural Language processing Analysis from General and Feedback Metrics General Analysis(Outside user research- Random sampling) Cohort analysis Event Driven system Product roadmap- vision and strategy Gestalt Principles of Design Everyone cannot be pleased

3. Flow Chart with API and NLP

4. Chat Bot can ask for Login Details and if the customer doesn’t provide the details. Chat Bot can show the Customer the General Details like • “where can I sign-up for new Account” • “Sales Details” • “Other Details”

5. • Using API services, the Chat Bot can show the below details : • Order Details • Case Details • General Details (Account ) • When the customer clicks to know more on Order Details can retrieve the details of the current Order

6. • Chat Bot can retrieve the current Order details, ex: if the customer wants to assign account details (if they have access and as a admin) they can click on Account assignment and either can choose for looking into a 10sec-20sec video on where to click and where to assign, and process document should only show the particular process of assignments. • If the customer is unable to perform using both then he can click on “Contact Company” and choose either 3 options : • Wait for live chat: we can have embedded Chat app into the chat window • Open case : Customer can give specifics where is the issue and what they are facing(Not just click on raise a case just using one filter) • Call Company: Customer can call to resolve *this would be for semi-automation of the chat-bot, if it’s a complete automation, customer can select in the dropdown and move the licenses

7. Sample Micro Services and NLP architecture *image source internet

8. Design Ideas on the Webpage and Chatbot Interaction

9. Chat Bot should appear on the Home screen, while asking for Login Details and then showing the recommended info, Like “ Order Details”

10. • Once User Log-in and then user can work on The Alien Company • At the mean time BOT can call-in the API services and check for latest “Order Status”, or “Case Details”

11. If the customer clicks on Licensing , Chat Bot should be able to show if any devices are moved recently. It also should show FAQ’s and Self-Service for that page not any other. Self-Service can be enabled for Admin’s who can perform the service on their own, this will have a process document and 10-20sec videos on where to click and what details to put in

13. Advanced Integration using Chat Bot *This is a rough idea on how customer can request license transfer or device transfer and the API integration can do the it automatically checking the Account Status and Admin status

14. Advanced Integration using Chat Bot Advanced Integration using Chat Bot, below screenshot are a sample on how chatbot would do things without human intervention

15. My Whiteboard Ideas The above presentation is the basis ideas on how things would like in a Chat Bot industry , I have plans on how we can use metrics and pervious issues raised by customer to enhance the chatbot interactions using NLP and reduce the “unable to answer questions” from chat bot.

16. My Whiteboard Ideas

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