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A Virtual Assistant Ecosystem for Workflow and Workplace Optimization

A Virtual Assistant Ecosystem for Workflow and Workplace Optimization

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“HP handles more than 600 million technical support requests each year and pulls in data from more than 20 million devices. Making it easy for customers to find relevant product usage or support information is key to creating a positive experience. Companies, from all business areas, are producing data, generating information and increasing their consumption of that information. Most of the time, such information is available to customers through web portals and content management tools that are usually designed and implemented in a predefined and static way. Sometimes, there is an option to filter results before generating reports. Rarely, are the reports dynamic – in a way that allows the end user to define what is going to be displayed. During this talk, we’ll deep dive into HP’s architecture and implementation of a Virtual Assistant Ecosystem for workflow and workplace optimization built to provide customers with the information they desire. Our proof of concept leverages some interesting features, such as: – Context-based interactions with the focus set on featuring intent recognition and multi-context dialog management; – Proactive monitoring and action recommendations based on proactive maintenance of the workflow; – Dynamic fulfilment of recognized intentions based on a serverless architecture. The Virtual Assistant Ecosystem is built upon data produced by a wide range of Databricks/Spark services/jobs applying different analytical and deep learning techniques. To offer a complete experience, we are allowing users to connect from different platforms: from Slack channels to mobile applications and chatbot extensions on existing portals to a Virtual Contact Center to support phone calls.”
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