Xperience Routing and bots

Xperience Routing supports chat and voice bots.

What is a bot

A bot is an automated piece of software that performs repetitive tasks on behalf of people.

Chat bots handle instant messaging interactions and can reply to customers, depending on the intention of the customer.

With Altitude, if chat bots do not understand the customer intent, chat bots can also transfer interactions to a human agent.

Other types of bots can be, for example, voice bots, which handle voice interactions. With voice bots, customers can speak to a bot, for example, using their mobile phone.

Altitude uses Microsoft Azure Cognitive Services to create bots, manage bots, and detect customer intents and speech.

What is an intent

An intent is what a customer means when the customer says or types a sentence.

For example, if a user types flights from Lisbon to New York or Lisbon-New York flights in a chat bot, this means the customer wants to book a flight from Lisbon to New York. Both sentences are related to the same intent, Book flight. The chat bot interprets the customer sentence, identifies the intent Book flight, and provides an answer based on the intent.

Each intent has a set of training phrases, which help the bot correctly identify the customer intent.

The following image is an example of the intent Greeting, with multiple phrases that can be interpreted as a greeting:

What are bot entities

Bot entities are the pieces of information in words that the chat bot can interpret as being relevant to what the customer is typing or saying. For example, if the customer types flights from Lisbon to New York, the chat bot can identify Lisbon and New York as being locations, and answer to the customer according to what the customer typed.

Microsoft Language Services applications

An application in the Microsoft Language Services portal contains a set of intents and entities related to a specific context. For example, you can create a Microsoft Language Services application to group a set of intents related with booking flights, and another Microsoft Language Services application to group a set of intents related with finding the supermarket that is nearest to the customer.

The following image is an example of the Microsoft Language Services portal, with multiple applications: