Oracle Magazine, Nov/Dec 2017
When you develop a bot application you need to have the microservices to feed it Rajesh Kumar Thakur Principal Architect Exelon ORACLE MAGAZINE NOVEMBER DECEMBER 2017 41 BGE and Exelon Utilities Customer describes the companys technology architecture as increasingly channel agnostic in which his teams can build once and quickly apply the capability across multiple channels including new chat platforms and mobile and web apps Not only does this allow us to deliver solutions for emerging channels quickly but it also ensures that our customers have a consistent experience however they choose to interact with us Menendez says Exelon built its chatbot prototype in less than two weeks using the bot building capability in Oracle Mobile Cloud Enterprise By using the Oracle platform Exelon was able to reuse the microservices developed for its mobile app and use the same APIs to securely provision the needed back end services for this new channel When you develop a bot application you need to have the microservices to feed it says Rajesh Kumar Thakur Exelons principal architect for the chatbot project Integration is key to the chatbot being able to offer accurate answers Exelon relies on numerous long running proprietary systems for billing and outage monitoring and reporting Oracle Mobile Cloud Enterprise lets Exelon deliver data from those systems via microservices to its customer facing channels The company used the bot builders dialog engine to craft the scripts for questions people might ask and the machine learning capabilities help the bot refine responses over time says Thakur Analytics Required Its not enough just to build a chatbot though Having good analytics is just as essential as having a good dialog engine because those analytics will tell marketing operations and customer service leaders whats working and
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