Hitachi Systems provides scenario-type chatbots — dynamically generating interactions

Hitachi Systems has launched a cloud-based chatbot service, “Scenario Chatbot Service.” By fiscal 2021, the company will offer 50 chatbots and aim to generate sales of a total of 200 million yen.

The service will dynamically generate the flow of dialogue and interactive scenarios in cooperation with chatbots based on the master information of existing systems introduced by companies, and utilize them for interaction with the information that users enter.

Image diagram of scenario type chatbot service

In customer contact operations that require human intervention, such as telephone reception, it is necessary to provide the necessary information efficiently and accurately, and the business load of the person in charge is high. In response, Hitachi Systems has been conducting demonstration experiments using chatbots with high real-time real-time activities since fiscal 2018 to automate call center and operator operations.

In general, it is necessary to define in advance what questions to be presented to the user in the interactive scenario, such as “how to present the following question supating the user’s answer”. On the other hand, in the scenario type chatbot service, the content s of each question and its answer choices, additional question items, such as the judgment conditions of the next question, by capturing the data that the existing system and external system of the user company has, it is possible to change the content of the interactive scenario. As a result, it is not necessary to have a large number of scenarios that have been finely designed on the chatbot side.

By using the service, it will be possible to respond accurately in accordance with the user’s input by reducing initial and operating costs. In addition, chatbots provide accurate responses to the user, by automatically registering the user’s input content to the existing system, the communication through the person is reduced, at the same time to improve the convenience of the user, the operator’s business load is greatly reduced.

In the future, Hitachi Systems will support high-value-added customer service services in stores by deploying the service not only by telephone, but also for customer service operations at retailers, and by collecting customer requests from chatbots on the web and smart devices before coming to the store in advance.

The company will also work on the use of gps-global positioning system functions on smartphones, providing functions such as speech recognition and natural language processing in conjunction with Microsoft’s Azure Cognitive Services, as well as existing services provided by Hitachi Systems.