User Guide | PUBLIC SAP Conversational AI Document Version: 1.0 – 2021-09-20 Concepts of SAP Conversational AI company. All rights reserved. All rights company. affiliate THE BEST RUN 2021 SAP SE or an SAP SE or an SAP SAP 2021 © Content 1 Overview.................................................................. 5 1.1 Concepts...................................................................5 1.2 Platform Overview............................................................6 1.3 Browser Support............................................................. 7 2 Getting Started with the Bot Builder.............................................9 2.1 Create Your Chatbot...........................................................9 2.2 Train Your Chatbot............................................................13 2.3 Build Your Conversation....................................................... 22 3 Natural Language Processing (NLP) Lexicon.......................................27 3.1 Intents....................................................................27 3.2 Expressions................................................................29 3.3 Entities....................................................................31 Importing Entity Values..................................................... 36 Enrichments for Custom Entities...............................................41 Enrichments for Gold Entities.................................................49 List of Gold Entities........................................................55 References Between Entities..................................................72 3.4 Sentiments................................................................ 77 3.5 Sentence Acts.............................................................. 77 3.6 Sentence Types............................................................. 77 3.7 Languages.................................................................80 3.8 Creating a Good Dataset.......................................................82 4 Bot Builder................................................................86 4.1 Introduction................................................................86 4.2 Skills.....................................................................87 Disambiguation Skill....................................................... 90 Initialize Skill.............................................................94 4.3 Conditions.................................................................96 4.4 Triggers...................................................................99 4.5 Requirements..............................................................100 4.6 Actions.................................................................. 108 4.7 Memory Management........................................................ 111 4.8 Messages.................................................................114 Message Types.......................................................... 120 4.9 Conversation State..........................................................132 Concepts of SAP Conversational AI 2 PUBLIC Content 4.10 User Context...............................................................133 4.11 Single Sign-On with SAP Product Integration........................................135 4.12 Connect to External Service....................................................136 System Alias Configuration..................................................140 Authentication Configuration.................................................142 Header Configuration......................................................144 Body Configuration....................................................... 144 API Response Configuration.................................................146 Getting Response Using Webhook.............................................152 4.13 Scripting with Variables.......................................................157 Scripting Syntax..........................................................159 Runtime Data Accessible....................................................179 5 Bot Connector.............................................................181 5.1 Messaging Channels......................................................... 181 Amazon Alexa...........................................................182 Facebook Messenger......................................................183 LINE..................................................................184 Microsoft (Skype, Teams)...................................................184 SAP Conversational AI Web Client.............................................185 SAP CoPilot.............................................................201 SAP Jam Collaboration.....................................................202 Slack.................................................................203 Telegram.............................................................. 204 Twilio.................................................................204 Twitter................................................................205 Fallback Channels........................................................205 Webchat...............................................................206 5.2 Getting Started with the Bot Connector............................................211 5.3 Receive Messages...........................................................214 5.4 Send Rich Messages.........................................................215 6 Monitoring and Analytics....................................................224 6.1 Log Feed................................................................. 224 6.2 Usage Metrics............................................................. 225 6.3 Training Analytics...........................................................226 6.4 Conversation Logs.......................................................... 234 7 Collaboration.............................................................237 7.1 Organizations..............................................................237 7.2 Permissions at Organization Level................................................241 7.3 Permissions at Bot Level......................................................242 Concepts of SAP Conversational AI Content PUBLIC 3 8 Bot Management..........................................................248 8.1 Versions and Environments....................................................248 8.2 Forking Bots, Skills, Intents, and Entities...........................................255 8.3 Authentication.............................................................262 8.4 Transporting Bots From User Interface............................................266 Overview...............................................................266 Requirements...........................................................267 Export and Import your Bots across Tenants..................................... 268 9 Getting Started with FAQ Bot.................................................271 9.1 Introduction and Prerequisites..................................................271 9.2 Create an FAQ Bot...........................................................271 9.3 Upload Your FAQ Document....................................................272 9.4 Edit your FAQ Document......................................................275 9.5 Upload a Document with Alternative Questions ......................................276 9.6 Start Chatting with Your Bot....................................................277 Skills..................................................................278 Custom Normalization.....................................................286 9.7 Connect Your Bot to a Channel ................................................. 289 9.8 Monitor Your Bot Conversations.................................................289 Monitor Conversations Using Log Feed .........................................290 View Conversation Logs....................................................290 Assign Users’ Questions to an Answer ..........................................291 Measure FAQ Bot Accuracy .................................................292 9.9 Export and Import your Bots ...................................................294 10 Personal Data.............................................................296 10.1 Update or Delete Your Personal Data............................................. 296 10.2 Access or Delete a Bot User’s Personal Data........................................296 Concepts of SAP Conversational AI 4 PUBLIC Content 1 Overview 1.1 Concepts SAP Conversational AI is a bot building platform that gives you the ability to build and deploy a conversational agent in your application. The following graphic shows the main concepts that help you build a conversational agent and deploy it in your application. ● Platform Overview [page 6] ● Create Your Chatbot [page 9] ● Intents [page 27] ● Introduction [page 86] ● Log Feed [page 224] Concepts of SAP Conversational AI Overview PUBLIC 5 ● Organizations [page 237] ● Versions and Environments [page 248] ● Introduction and Prerequisites [page 271] ● Messaging Channels [page 181] ● Update or Delete Your Personal Data [page 296] 1.2 Platform Overview SAP Conversational AI provides a web user interface that serves as a platform to create, build, and test chatbots for your business and individual needs. In most of the scenarios, you can use the SAP Conversational AI platform to build chatbots. But