实例介绍
【实例简介】
Building an Enterprise Chatbot, Explore the adoption of chatbots in business by focusing on the design, deployment, and continuous improvement of chatbots in a business, with a single use-case from the banking and insurance sector. 2019,new book.
Building an Enterprise Chatbot: Work with Protected Enterprise data Using Open Source frameworks Abhishek Singh Karthik ramasubramanian New Delhi, Delhi, India New Delhi, Delhi, India Shrey shivam Donegal, donegal, ireland ISBN-13(pbk):978-1-4842-5033-4 ISBN-13( electronic):978-1-4842-5034-1 htos:// doi. org/10.1007/978-1-4842-5034-1 Copyright o 2019 by Abhishek Singh, Karthik Ramasubramanian, Shrey Shivam This work is subject to copyright All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed Trademarked names, logos, and images may appear in this book. Rather than use a trademark symbol with every occurrence of a trademarked name, logo, or image we use the names, logos, and images only in an editorial fashion and to the benefit of the trademark owner, with no intention of infringement of the trademark. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein Managing Director, Apress Media LLC: Welmoed Spahr Acquisitions Editor: Celestin Suresh John Development Editor: Matthew Moodie Coordinating editor: Aditee mirash Cover designed by eStudio Calamar CoverimagedesignedbyFreepik(www.freepik.com Distributed to the book trade worldwide by Springer Science+ Business Media New York, 233 Spring Street, 6th Floor, New York, NY 10013. Phone 1-800-SPRINGER, fax(201)348-4505, e-mail orders-ny@springer-sbm.com,orvisitwww.springeronline.comApressMedia,Llcisa California LLC and the sole member (owner) is Springer Science+ Business Media Finance Inc (SSBM Finance Inc). SSBM Finance Inc is a Delaware corporation Forinformationontranslationspleasee-mailrights@apress.comorvisitwww.apress.com rights- permissions Apress titles may be purchased in bulk for academic, corporate or promotional use. eBook versions and licenses are also available for most titles for more information reference our print andebooKbulksaleswebpageatwww.apress.com/bulk-sales. Any source code or other supplementary material referenced by the author in this book is availabletoreadersonGithubviathebooksproductpagelocatedatwww.apress.com/ 978-1-4842-5033-4.Formoredetailedinformationpleasevisitwww.apress.com/source-code Printed on acid-free paper Abhishek and Karthik dedicate this book to their parents for their unwavering support and love Shrey dedicates this book in memory of his grandparents, the late mr Ravindra narayan Singh and late Dr Ganga Prasad Singh, for being the source of his inspiration and pride Table of contents About the authors uxi About the technical reviewer Acknowledgments XIX Introduction ■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■ Chapter 1: Processes in the Banking and Insurance Industries. 1 Banking and Insurance Industries mmamamaasas...nn. 1 A Customer-Centric Approach in Financial Services.nmmmmaamanaeeaaaa. 6 Benefits from chatbots for a business Chatbots in the Insurance Industry 10 Automated Underwriting .amana. nstant Quotations…13 Al-Based personalized Experience ..mmmmmmmmmmmmmmm.13 Simplification of the Insurance buying Process ,13 Registering a Claim…...,,,,,,,,,……,13 Finding an Advisor…… Answering General Queries.mmmmmmmnnaanamnnnnmnamntmnn 14 Policy status 14 nstant notifications……14 New Policy or Plan Suggestions 14 Conversational Chatbot Landscape Summary TABLE OF CONTENTS Chapter 2: Identifying the Sources of Data maammmman 19 Chatbot conversations 19 General conversations 20 Specific Conversations….…20 Training Chatbots for Conversations ..amamnmnamammanamnnamn. 2 Self-Generated datao.22 Customer Interactions 23 Customer Service Experts…….,,, 日a Open Source Data. Crowdsourcing∴26 Personal data in Chatbots Introduction to the General Data Protection Regulation (GDPR) 29 Data protected under the gdPr 日a 29 Data protection stakeholders……130 Customer Rights Under the GDPR Chatbot compliance to GDPR……32 Summary.eeennaeann Chapter 3: Chatbot Development Essentials ■■■■■■■■■■■■口■■■■■■■■■■■■■■a■■a■■a■ 35 Customer service-Centric Chatbots 35 Business context n36 Policy Compliance∴ 38 Security, Authentication, and Authorization 39 Accuracy of User Input Translation to Systems Chatbot Development approaches 42 Rules-Based Approach A|- Based approach…45 Conversational flow. TABLE OF CONTENTS Key Terms in Chatbots….,,,,…,249 Utterance ntent…150 Entity 50 Channel n51 Human takeover .51 Use case:24X7 nsurance Agent..,,…,…………52 Summary… 53 Chapter 4: Building a chatbot Solution.aa 55 Business considerations 55 Chatbots vs.Apps…56 Growth of Messenger Applications Direct contact vs. chat 57 Business benefits of chatbots 158 Cost savings. Customer Experience Success metrics 60 Customer satisfaction Index mmmmm 60 Completion Rate 60 Bounce rate,,… ,61 Managing risks in Chatbots service.mmmmm.nm. 61 Third-Party Channels 61 personation.,…,… 62 Personal Information……162 Confirmation check,…… 63 TABLE OF CONTENTS Generic Solution Architecture for Workflow Description… 64 Key Features 67 Technology Stack 68 Maintenance. mmmm. 68 Summary. Chapter 5: Natural Language Processing, Understanding, and generation ■■■■■■■ 71 Chatbot architecture……73 Popular Open Source NLP and NLU Tools. NLTK spacy..,..,,,,,,,, CoreNLP gensim 80 TextBlob 81 fastText 82 Natural Language processing. Processing Textual Data Word Search Using Regex . Word search Using the Exact word.mmm.....mmm. 86 NLTK 8 spaCy…....,,94 CorenlP mm 106 Textblob,…110 Multilingual Text Processing.mmmnmmmnmmnnmnmnmmnn113 Natural Language Understanding . Sentiment Analysis… Language Models…18 TABLE OF CONTENTS Information Extraction Using opene..ameen 133 Topic Modeling Using Latent Dirichlet Allocation 136 Natural Language Generation…… 141 Markov chain-Based SimpleNLG Deep learning model for Text Generation……152 Applications.mmmnmamnanan ntnnnmnn 168 Topic Modeling Using spaCy, NLTK, and gensim Libraries Q Gender Identification …175 Document classification mmo, 179 Intent Classification and Question Answering. Summary 191 Chapter 6: A Novel In-House Implementation of a Chatbot framework ntroduction t0|RS…194 Intents, Slots, and Intent class 197 IntentMatcher Service Class 198 The getIntent Method of the IntentMatcherService class. Matched intent class S| ot class…,207 IRIS Memory.........,,,,212 Long- and Short-Term Sessions 212 The session class 213 Dialogues as Finite State Machines 219 State mmmm. 221 Shields 222 TABLE OF CONTENTS Transition mmm.223 State machine…224 Building a Custom Chatbot for an Insurance Use Case 230 Creating the Intents ents.,………… 233 Iris configuration..mmnnamammmennmmmameannmemnnnamn 243 Managing state…..271 Exposing a REST Service 273 Adding a Service Endpoint 277 Summary 278 Chapter 7: Introduction to Microsoft Bot, RASA, and Google Dialogflowammmmmmmmmmmmmmamaamamamma 281 Microsoft Introduction to QnA Maker 282 Introduction to lUIs 290 Introduction to rasa m292 RASA Core…294 RASA NLU 295 Introduction to Dialogflow.mmea.aaaa.. 296 Summary. Chapter 8: Chatbot Integration Mechanism amomum 303 Integration with Third-Party APls 303 Market trends…,,,, 304 Stock Prices, mm 310 Weather Information mmmm 316 Connecting to an Enterprise Data Store..mm....anmmmmnn 321 Integration Module. 【实例截图】
【核心代码】
Building an Enterprise Chatbot, Explore the adoption of chatbots in business by focusing on the design, deployment, and continuous improvement of chatbots in a business, with a single use-case from the banking and insurance sector. 2019,new book.
Building an Enterprise Chatbot: Work with Protected Enterprise data Using Open Source frameworks Abhishek Singh Karthik ramasubramanian New Delhi, Delhi, India New Delhi, Delhi, India Shrey shivam Donegal, donegal, ireland ISBN-13(pbk):978-1-4842-5033-4 ISBN-13( electronic):978-1-4842-5034-1 htos:// doi. org/10.1007/978-1-4842-5034-1 Copyright o 2019 by Abhishek Singh, Karthik Ramasubramanian, Shrey Shivam This work is subject to copyright All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed Trademarked names, logos, and images may appear in this book. Rather than use a trademark symbol with every occurrence of a trademarked name, logo, or image we use the names, logos, and images only in an editorial fashion and to the benefit of the trademark owner, with no intention of infringement of the trademark. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein Managing Director, Apress Media LLC: Welmoed Spahr Acquisitions Editor: Celestin Suresh John Development Editor: Matthew Moodie Coordinating editor: Aditee mirash Cover designed by eStudio Calamar CoverimagedesignedbyFreepik(www.freepik.com Distributed to the book trade worldwide by Springer Science+ Business Media New York, 233 Spring Street, 6th Floor, New York, NY 10013. Phone 1-800-SPRINGER, fax(201)348-4505, e-mail orders-ny@springer-sbm.com,orvisitwww.springeronline.comApressMedia,Llcisa California LLC and the sole member (owner) is Springer Science+ Business Media Finance Inc (SSBM Finance Inc). SSBM Finance Inc is a Delaware corporation Forinformationontranslationspleasee-mailrights@apress.comorvisitwww.apress.com rights- permissions Apress titles may be purchased in bulk for academic, corporate or promotional use. eBook versions and licenses are also available for most titles for more information reference our print andebooKbulksaleswebpageatwww.apress.com/bulk-sales. Any source code or other supplementary material referenced by the author in this book is availabletoreadersonGithubviathebooksproductpagelocatedatwww.apress.com/ 978-1-4842-5033-4.Formoredetailedinformationpleasevisitwww.apress.com/source-code Printed on acid-free paper Abhishek and Karthik dedicate this book to their parents for their unwavering support and love Shrey dedicates this book in memory of his grandparents, the late mr Ravindra narayan Singh and late Dr Ganga Prasad Singh, for being the source of his inspiration and pride Table of contents About the authors uxi About the technical reviewer Acknowledgments XIX Introduction ■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■ Chapter 1: Processes in the Banking and Insurance Industries. 1 Banking and Insurance Industries mmamamaasas...nn. 1 A Customer-Centric Approach in Financial Services.nmmmmaamanaeeaaaa. 6 Benefits from chatbots for a business Chatbots in the Insurance Industry 10 Automated Underwriting .amana. nstant Quotations…13 Al-Based personalized Experience ..mmmmmmmmmmmmmmm.13 Simplification of the Insurance buying Process ,13 Registering a Claim…...,,,,,,,,,……,13 Finding an Advisor…… Answering General Queries.mmmmmmmnnaanamnnnnmnamntmnn 14 Policy status 14 nstant notifications……14 New Policy or Plan Suggestions 14 Conversational Chatbot Landscape Summary TABLE OF CONTENTS Chapter 2: Identifying the Sources of Data maammmman 19 Chatbot conversations 19 General conversations 20 Specific Conversations….…20 Training Chatbots for Conversations ..amamnmnamammanamnnamn. 2 Self-Generated datao.22 Customer Interactions 23 Customer Service Experts…….,,, 日a Open Source Data. Crowdsourcing∴26 Personal data in Chatbots Introduction to the General Data Protection Regulation (GDPR) 29 Data protected under the gdPr 日a 29 Data protection stakeholders……130 Customer Rights Under the GDPR Chatbot compliance to GDPR……32 Summary.eeennaeann Chapter 3: Chatbot Development Essentials ■■■■■■■■■■■■口■■■■■■■■■■■■■■a■■a■■a■ 35 Customer service-Centric Chatbots 35 Business context n36 Policy Compliance∴ 38 Security, Authentication, and Authorization 39 Accuracy of User Input Translation to Systems Chatbot Development approaches 42 Rules-Based Approach A|- Based approach…45 Conversational flow. TABLE OF CONTENTS Key Terms in Chatbots….,,,,…,249 Utterance ntent…150 Entity 50 Channel n51 Human takeover .51 Use case:24X7 nsurance Agent..,,…,…………52 Summary… 53 Chapter 4: Building a chatbot Solution.aa 55 Business considerations 55 Chatbots vs.Apps…56 Growth of Messenger Applications Direct contact vs. chat 57 Business benefits of chatbots 158 Cost savings. Customer Experience Success metrics 60 Customer satisfaction Index mmmmm 60 Completion Rate 60 Bounce rate,,… ,61 Managing risks in Chatbots service.mmmmm.nm. 61 Third-Party Channels 61 personation.,…,… 62 Personal Information……162 Confirmation check,…… 63 TABLE OF CONTENTS Generic Solution Architecture for Workflow Description… 64 Key Features 67 Technology Stack 68 Maintenance. mmmm. 68 Summary. Chapter 5: Natural Language Processing, Understanding, and generation ■■■■■■■ 71 Chatbot architecture……73 Popular Open Source NLP and NLU Tools. NLTK spacy..,..,,,,,,,, CoreNLP gensim 80 TextBlob 81 fastText 82 Natural Language processing. Processing Textual Data Word Search Using Regex . Word search Using the Exact word.mmm.....mmm. 86 NLTK 8 spaCy…....,,94 CorenlP mm 106 Textblob,…110 Multilingual Text Processing.mmmnmmmnmmnnmnmnmmnn113 Natural Language Understanding . Sentiment Analysis… Language Models…18 TABLE OF CONTENTS Information Extraction Using opene..ameen 133 Topic Modeling Using Latent Dirichlet Allocation 136 Natural Language Generation…… 141 Markov chain-Based SimpleNLG Deep learning model for Text Generation……152 Applications.mmmnmamnanan ntnnnmnn 168 Topic Modeling Using spaCy, NLTK, and gensim Libraries Q Gender Identification …175 Document classification mmo, 179 Intent Classification and Question Answering. Summary 191 Chapter 6: A Novel In-House Implementation of a Chatbot framework ntroduction t0|RS…194 Intents, Slots, and Intent class 197 IntentMatcher Service Class 198 The getIntent Method of the IntentMatcherService class. Matched intent class S| ot class…,207 IRIS Memory.........,,,,212 Long- and Short-Term Sessions 212 The session class 213 Dialogues as Finite State Machines 219 State mmmm. 221 Shields 222 TABLE OF CONTENTS Transition mmm.223 State machine…224 Building a Custom Chatbot for an Insurance Use Case 230 Creating the Intents ents.,………… 233 Iris configuration..mmnnamammmennmmmameannmemnnnamn 243 Managing state…..271 Exposing a REST Service 273 Adding a Service Endpoint 277 Summary 278 Chapter 7: Introduction to Microsoft Bot, RASA, and Google Dialogflowammmmmmmmmmmmmmamaamamamma 281 Microsoft Introduction to QnA Maker 282 Introduction to lUIs 290 Introduction to rasa m292 RASA Core…294 RASA NLU 295 Introduction to Dialogflow.mmea.aaaa.. 296 Summary. Chapter 8: Chatbot Integration Mechanism amomum 303 Integration with Third-Party APls 303 Market trends…,,,, 304 Stock Prices, mm 310 Weather Information mmmm 316 Connecting to an Enterprise Data Store..mm....anmmmmnn 321 Integration Module. 【实例截图】
【核心代码】
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