chatbot for kintone apps on facebook messenger
TRANSCRIPT
CHATBOTFOR KINTONE APPSON FACEBOOK MESSENGERN G U Y E N P H A N A N H - C Y B O Z U V I E T N A M
AGENDA
▌ Use case
▌ Demo
▌ How it works?
▌ Next steps
USE CASE
USE CASE
▌A company uses a kintone app to manage questions which asked from customer via a Facebook Page
Company X
(kintone app)
Facebook Page
fAsk a question
Customer
USE CASE
▌ The customers wait for an answer from support staff ● 5 minutes ?● 10 minutes ?● 1 hour ?● … even more ?
▌SOLUTIONChatbot for kintone Apps will reply to customer in real-time
HOW ITWORKS?
WORKFLOW
CoreFacebook
Page
NLP
Sending message to Facebook Page1
CoreFacebook
Page
NLP
Customer asks: ”What is a kintone app?”
Forwarding message to Core component2
CoreFacebookPage
NLP
Facebook App
12
1. Incoming message of Facebook Page is triggered by Facebook App
2. Facebook App send message to Core component via the a Webhook
Processing message3
CoreFacebookPage
NLP
Facebook App
1. Core component is built on- Node.js- Heroku (PaaS)
2. Core component sends the incoming message to NLP component for parsing natural language
e.g. “What is a kintone app?”
1
2
NPL4
CoreFacebookPage
NLP
Facebook App
Natural Language Processing component is using Google Cloud Natural API (Beta)
“What is a kintone app ?”
Searching FAQ data5
CoreFacebookPage
NLP
Facebook App
1. Receiving analyzed result from NLP component
2. Searching questions from kintone following* NOUN* ADJ* VERB
1
2
“What is a kintone app ?”
Searching FAQ data6
CoreFacebookPage
NLP
Facebook App
● Using Rest API of kintone to search questions
● Search condition:like “is” or like “kintone” or like “app”
● Search result○ “What is kintone?”○ “What is a kintone space?”○ “What is a kintone app?”○ “How does kintone works?”○ ...
Facebook App
CoreFacebookPage
NLP
Evaluating result7
● Receiving result from kintone
● Scoring questions○ “What is kintone?”○ “What is a kintone space?”○ “What is a kintone app?”○ “How does kintone works?”○ …
● Returning the corresponding answer having highest score question
~2~2
~1~3
Facebook App
CoreFacebookPage
NLP
Showing the anwser8
● Showing the answer of the questione.g. “What is a kintone app?”
● Using Facebook Messenger Platform API (Beta)
NEXT STEPS
AI (Artificial Intelligence) for Chatbot
▌ Currently● naive AI
▌ Future works● Apply more AI algorithms● Machine Learning
Technologies
▌ Facebook Messenger● Apply for other platforms
▌ Core component (Built on Heroku)● Build on our own server● Use other PaaS such as AWS
▌ NLP component (Google Cloud Natural Language API)● Try other solutions: Apache OpenNLP
Business Solutions
▌ More Business Solutions● Shipping Order Form
● Product Survey
