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