Digital Transformation Services and Solutions - Chatbot Development
                     Nella 
ChatBOT 
for Customer Service
Value Proposition 
Businesses are under relentless BOT platform will fundamentally 
pressure to cut down cost, and to change the way we interact with 
do so, will adopt technologies that computers, people and enterprise scale 
are inspired by artificial systems. BOT Solutions will be based on 
intelligence (AI). advanced text and content analytics, 
machine learning, natural language 
processing and intelligent knowledge 
processing engine.
Conversational interfaces (BOT solution) built using 
BOT platform to provide transformational
benefits resulting in:
Next generation machine Self-Service (“Do-It-Yourself”) Increase the overall 
interaction to improve option to help reduce agent productivity and reduce 
customer experience - an interaction through phone cost of operations.
ability to provide reliable,  calls, emails and personal 
cost-effective and responsive interactions.
services.
Features
Feature rich speech Can Integrate seamlessly 
recognition, AI and natural with existing customer Can be easily adapted to variety of 
language processing support IT system use cases across enterprises
capabilities (Customer Care Portal)
-  For resolving IT application support
related issues (replaces L1 Desk)
-  Self Service assistant for Clinical 
Laboratory (Appointment booking, 
Queries on Test procedures etc.)
Knowledgebase (Ontology) 
Flexible commercial model -  Personal Banking FAQs
built through historical 
with cloud / On-Premise 
data can be easily 
deployment options.
extended
Solution Architecture
Bussiinessss  
Bussiiir t  nes
sss  needss  
Requirement & ccusr  / r iz  st
tomerr  sserrviicce  
raw /organized 
auttomatition
bussiinessss  datta  
User Utterance Seek 
information Auttomatition  tto  buiilld  Auttomatted  
tthe  Bott  Sollutition
or perform U
sserr  Prrofifilliing
User some task Build Bot Solution – FAQ & Dialog 
definition for tasks to be performed 
in consensus & discussion with 
Business (Manual Approach)
Machine learning for User 
Sentiment 
profiling and suggestions.
Live chat Analysis Bot  Sollutition
Handover to 
Live Agent
Knowlledge  Basse
Knowlledge  
Faiillurre    Anallyssiiss basse//FAQ  
Admiiniissttrratition
Bot Training  
(Manual)
Trraiiniing  Acctitionss  
Bott  perrfforrmancce  
bassed  on  Faiillurre  
Live Agent SttatitisstiticcssAnallyssiiss  ((Manuall))
Live Agent Dashboard Admin Console & Controlled Training
Architecture
User 
Utterance
User Question
Natural  
NLU Engine Language  
Processing
Above  
Context ThreshoResolution Question  ld Word Net
/  Response Detection Business Rules Expansio
n
Knowledge Base Below Conversation  
Threshold Engine
Clarificati on  
Dialog Context  Clarificati on  question
Extraction Question
Integration Architecture
IT System
Conversation  Service Gateway
Interface ITSM
JPA / JMS (Remedy, HP  
Dialogue  
REST JDBC etc. Service  
UI Definitio Manager etc.)
Experience APIs n
Internet
Knowledg CRM, ERP, SCM
e  systems
HTTP / Conversation Extraction
HTTPS Engine
BOT  Client Backend  
SOAP/ 
External 
Connector REST Systems (Wiki, 
s Weather etc.)
Cloud / On-Premise Deployment
Prebuilt connectors –
Key Features & Roadmap
Core Self and Conversational Integration User Interface
Features Controlled learning AI Capability Channels
• Multilingual Support • Self learns from previous • Multi channel Integration with •  Ambiguity Resolution • Mobile App
conversation to guide user Knowledge base using RPA  – 
• Text as well as voice  with appropriate utterance. Through Admin console/ 
conversation •  Ask Question differently
• Integration with 
Through files repository / Web Messengers e.g.  
• Provide Information in Text, • Failures Analysis through Page •  Provide Skype, FB Messenger
administrative panel for Repository 
Media & Document  output recommendationsidentifying & training the • Integration with IVR
format. BOT to deal with new •  Integration with Orchestration/ •  Guided conversation
• Verification using OTP user intents.  RPA Products for Service • Smart device /Sensor 
•  Handover to live agent –  Automation•  Conversation through integrations – Alexa , 
On explicit user demand/ • Understands User profile     Interactive UI Cards Google home
Live Agent Monitoring the •  Integration with Ticketing Tools 
BOT Conversations/ Based based on historic  e.g. Service Now, Fresh •  Image Learning
on Sentiment Analysis of conversations Service,  Zendesk
the progression  of & converses based on the 
conversation. user preferences. • Consume AI/ML models in real 
time as micro services to 
enable Verizon decision 
making systems (e.g. PEGA, 
Sales force, AEM) to provide 
insights driven decisions for 
systems of engagement
AI / ML Factory 
Perform task/Seek 
Information
Controlled Training Monitoring and 
Collect Knowledge Base & 
Business Understanding & Debugging
Intent Data 
Problem Statement (Use Tableau Kinesis 
Cases) Kibana Kafka Automated Feature Engineering  Amazon 
Quicksight
Data Preparation and 
Cleaning Feature Engineering
Data Sources  Cassandra/Neo4j Knowledge Base Creation Self Learning
 HDFS/Amazon S3
 Elastic 
Search/Oath Model Training and Prediction/ 
Recommendations Model Deployment
Documents  H2O Driverless AI/Sage  Flask API
Maker  Docker Container
Data Visualization and  Scikit-learn/Spark Mllib  Kubernetes
Historic Analysis  TensorFlow/Jupyter N/B  Ngnix
Conversations  Apache Spark  H20 MoJo Object
 Flink  Apache Thrift
 EMR  Git
Web Pages Model Evaluation
Feature Augmentation
Through Admin Data  
Console Augmentation NO Use Case YES
exit criteria
What’s in it For
End user Customer service team
Self Help i Admin Console i
Search information from Incident History, 
Admin Console to monitor Nella performing, 
knowledge base documents & FAQs
administer FAQs 
Validation using OTP
Software Installation Handover to live agent 
Password Resets
Ticket - Reporting & Enquiry Track tickets & Quick query 
Report an Issue/Incident Track the progress on the reported Issue/Incident 
Update Incident details Update Incident details 
Know about progress on the reported Issue/Incident Quick Query about the incidents 
Ask Question? ITIL Support ?
Ask Question/ Seek Information Notifications about missing Acknowledgement & Resolution SLAs 
Request Reports/Documents Auto Assignment of Incidents 
Converse & get the task done/seek information. Auto creation of Problem Record based on recurring incidents 
NO WAITING Critical/High priority Incident Management 
Notifications about missing Incident updates 
Key Differentiator
Complete On-premise
The platform is light weight, scalable, secure and can be easily deployed on on-premise infrastructure. The platform 
Deployment Adheres to  GDPR compliance
AI/ML Driven Platform is driven by strong machine learning algorithms running behind the scene. Bot has in-built knowledge 
Intelligence extraction module to  answer open domain questions as well as FAQs.
Strong NLP  • The platform has been specifically designed to meet enterprise needs as against generic which clearly lacks supporting 
Capabilities complex  conversations. For example -
• User switching the context all of sudden ( most of the platform will forget the original context and hence looses the track.)
• Retain context by easy configuration. ( it can store specific information provided by user in his/her earlier conversation)
• Create domain dictionary ( synonyms, custom entities etc.)
• Easy handover to human agent in case user is not comfortable in carrying over the conversation with bot.
Easy integration 
with backend • The configuration allows user to easily integrate with backend system and also post process response data using highly  
customisable groovy language.
What is Chat Bot ? 
       Answer  Communicate 
Connect users to right A umanized, effortless 
resource, person and experience, natural  way of 
service. expressing and 
communication
Guide 
Engage Monitor every interaction 
Engage 3 times more and tune the virtual 
than a traditional FAQ assistant accordingly for 
or web-self-service. continuous performance 
improvement.
 Measure
Learns about users interests,  Listen 
understand their behavior so Listen and analyze the 
that a bot can respond to the user issues and provide 
issues in most relevant way. quick response.
NELL INFOTECH CHATBOT KIT
Text (T) Bots Action (A) Bots Knowledge (K) Bots
•Natural Language • Prebuilt bots • Extend search 
Processing (NLP) for ERP, CRM with knowledge 
•Natural Language functions discovery tools 
Understanding (NLU) like Sinequa
•Natural Language • Functional 
Generation Bots • Intent  discovery 
• Service
•Machine Learning using Solr• HR Bots
•Knowledge • Sales Bots 
Engineering • Finance Bots 
(Ontology) Thesauri) • Procurements 
•Voice Bots Bots 
DIFFERENT CATEGORIES OF CHATBOT
Conversational -
Technologies  Speech (Text to speech, Automatic Speech Recognition)
- Text-based chatbots 
Cognitive -Natural Language Processing, Machine Learning, AI 
Technologies - Knowledge Management with Semantic Search 
Mobile and Personal - Likes of Siri, Google Assistant, Facebook M, Cortana 
Assistants 
- Support a horizontal range of individual tasks 
Thank you !
Please give your feedback –  
[email protected]
[email protected]
 Call: 9850088916/ 9890575963 
Visit us  –  www.nellinfotech.com