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René Schmassmann
Head of IT Software and Engineering
Swiss International Air Lines Ltd.
23 May 2017
Chatbots Overview @LHG
Agenda
2
Lufthansa Group chatbots
• Lufthansa Bestprice Bot – Mildred
• Higgins
General Architecture & Technology
• AI Open Architecture
• Microsoft Bot Framework
• How to train a Bot
Alexa & Google Home
• Overview
• Integration into existing Architecture
Final Chatbot Architecture
Chatbots @Swiss
LH Group chatbots
Mildred – Lufthansa Bestprice Chatbot
• Mildred is the LH Bestprice Facebook Bot
• Supports English + German
• Public available in Facebook: http://mildred.lh.com
• SWISS developed this Bot for LH
• GO-Live was on December 2016.
Chatbots @Swiss4
Mildred Example
Chatbots @Swiss5
Higgins
• New Chatbot started in January 2017
• Contains all future Lufthansa Group Chatbots
• Implemented by the Swiss development team
• First version will exist of:
• Lufthansa Bestprice Bot
• Irreg Bot
• Flight status Bot
• General Information Bot
• Baggage FAQ Bot
• First version only available on Facebook, web chat and Apps will follow
Chatbots @Swiss6
Higgins example (Irreg use case)
Chatbots @Swiss7
Architecture & Technology
AI general Architecture
Chatbots @Swiss9
Microsoft Bot Framework
Mildred - Facebook Bot10
• Integrates multiple channels without additional work
• Integrated in development environment
Language understanding ServiceHow to train a Bot
Chatbots @Swiss11
• User has to define custom Intents and so called Entities
• Intents: What does it mean? What does the user want to archive?
• Entities: What should be extracted out of the text ?
• Example:
Enabling Amazon Alexa and Google Home
Overview Alexa
Chatbots @Swiss13
• Amazon’s voice vontrol system
• Included in Amazon Echo and Echo Dot
• Artificial Intelligence included
• Contains an Appstore where custome Skills can be deployed (i.e. Mildred)
Overview Google Home
Chatbots @Swiss14
• Google’s voice vontrol system
• Artificial Intelligence included
• No specific Appstore – Dynamically enabling apps based on user input
Alexa / Google Home Integration
Chatbots @Swiss15
Alexa & Google Home IntegrationAdaptation to be done
• When should a session end? When should the User start a new conversation?
• Define how different visual elements needs to be explained via voice
• Output Text to be slightly modified
Example transformation from english file to english speech file:
Chatbots @Swiss16
Architecture Overview
Chatbots @Swiss17