Here are the entities extracted from your utterance: Utterance: What is the weather like in Seoul today? Entities: - Seoul

1. 인공지능
챗봇과 함께하는
고객 지원 및
비즈니스 확장
Mee-Nam Lee, Master Principal Sales Consultant
Oracle Infrastructure Cloud/aPaaS
April 6, 2018

2. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Agenda
2
Messaging is on the rise
Chatbot Demo
Oracle Mobile Cloud Enterprise(OMCe)
1
2
3

3. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.
3

4. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
다양한 사용자 경험 - It’s a UX World
4
Conversational
AI Platform
음성
인식
장치
이미지
인식
Cognitive
서비스
증강 현실
메시징
플랫폼
인스턴트 앱

5. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Conversational AI-first"
will supersede "cloud-first,
mobile-first" as the most
important, high-level
imperative for the
next 10 years.
2021년까지, 50% 이상의 기업이
전통적인 앱 개발보다 챗봇 제작에
더 많은 시간을 할애 할 것이다
2021년까지, 시각 및 음성
검색을 지원하도록 재 설계된 웹
사이트들을 보유한 브랜드들의
디지털 상거래 매출이 30% 까지
증가될 것이다
Technology Trends

6. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
메시징은 지속적으로 증가
Source: “Facebook Messaging Survey” by Nielsen (Facebook-commissioned study of people ages 18+ who use messaging apps across
AE, AU, BR, FR, ID, IN, JP, KR, MX, TH, TW, the UK, the US and VN), Mar 2016. Data is on average across the 14 markets
6
59%
2년 전보다 더 많은
메시지를 보내고 있다.
56%
향후 2 년 동안 메시지
사용량은 더 증가할
것으로 본다.
20162014 2018

7. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
메시징 비즈니스의 부상
7
63%
기업과의 메시지
지난 2년간 기업과의
메시지 건이 증가했다
Source: “Facebook Messaging Survey” by Nielsen (Facebook-commissioned study of people ages 18+ who use messaging apps across
AE, AU, BR, FR, ID, IN, JP, KR, MX, TH, TW, the UK, the US and VN), Mar 2016. Data is on average across the 14 markets.

8. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
왜 메시징 앱이 중요한가?
8
Instant
Expressive
Convergent

9. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 9
• Call center
– 느리고 좌절스럽고
– 그러나 개선이 어려운 : 비용, 지식,..
• 앱은 넘쳐나고
– 딱 맞는 앱이 있나? 찾기는?
– 좋은 앱 / 높은 비용
• Chatbots
– 설치 및 사용이 쉬움
– 사용자들이 배우거나 탐색해 봐야
할 것이 전혀 없음
Chatbots : 고객 경험의 미래/
차세대 커뮤니케이션?
Chatbots : 대화형 인터페이스

10. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 10
Conversational
Intelligence
Messaging
AI
Oracle Cloud
Platform

11. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Oracle Mobile Cloud
11
Oracle Cloud Platform
Line of Business
개발자 &
DevOps
아키텍트 &
IT Ops
모바일
Core
클라이언트
개발 툴
고객
분석
지능형
Bot

12. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
고객 참여 기반의 다중 채널 경험 제공
12
Multi-Channel
Experiences
Multi-Channel
User Insights

13. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 13Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
오라클을 통해, 우리는 새로운 채널을 한 번 구축하고 여러
채널에 새로운 기능을 적용 할 수있는 '채널에
상관없는(channel agnostic)' 기술 아키텍처를 적극적으로
개발하고 있습니다. 이를 통해 새로운 채널에 대한 솔루션을
신속하게 제공 할 수있을뿐 아니라 고객과의 상호 작용을 통해
일관된 경험을 얻을 수 있습니다
— Michael Menendez, Vice President, IT,
BGE and Exelon Utilities Customer
Exelon Generation
Fortune 100 에너지 회사로서, 미국에서
가장 많은 유틸리티 고객을 보유하고
있으며, 가장 크고 가장 저렴한 발전기를
운영하고 있는 전력회사 중 하나
Omni-Channel
Customer Experience
모바일, 웹 또는 채팅 봇과 같은 모든
채널에서 일관된 경험을 통해 고객 경험을
향상시키는 최신 인프라 제공
Solution
Oracle Cloud ―Mobile, Intelligent Bots,
Integration, HCM Cloud, HW

14. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 14Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Bajaj Electricals Ltd
우리는 콜 센터업무량을 줄이는 데 도움이 되도록 챗봇을 가능한
지능적으로 훈련 시키려고합니다.
지능형 챗봇 기술을 활용할 수있는 엄청난 유스 케이스와 기회가
있다고 생각합니다.
우리는 챗봇에게 3,000개의 방언과 Sanskrit Unicode를 사용하는
18 개 언어를 포함한 인도의 모든 언어를 가르치고 싶습니다.
— Pratap Gharge, Executive President and CIO,
Bajaj Electricals Ltd
Electricals Ltd (BEL)는 Mumbai Maharashtra에
본사를 둔 인도의 소비자 전기 장비 제조
회사로, 약 1000 개의 유통 업체, 4000 개의
공인 딜러, 400,000 개 이상의 소매점 및 282
개 이상의 고객 관리 센터와 전국 여러
지역에 19 개의 지사를 보유.
New Engagement Channel
소셜 채널을 활용한 고객 경험 향상을 넘어
고객을 도와줄 즉 문제 수집, 데모 요청,
설치 일정 예약 등을 위한 채널 필요
Solution
Oracle Cloud ―Mobile, Intelligent Bots,

15. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 15
Customer Use Cases
Business to Consumer (B2C)
Finance
거래형 &
고객 서비스
Insurance
고객 서비스
(클레임 처리)
Retail
고객 서비스
(환불/교환 & FAQs)
Utilities
고객 케어 & 빌링
(단전, 거주지 변경,
사용량)
Transportation
(Airlines)
고객 서비스 (좌석 지정,
flight 변경사항)
Business to Employee (B2E)
• 직원 셀프 서비스, 비용, 시간 관리, 영업 CRM, 비즈니스 분석 및 기타 직원 생산성 응용
프로그램을 포괄하는 챗봇

16. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
THE PACE OF INNOVATION NEVER SLOWS
And Oracle is with you all the way.
Demo Easy. Intuitive.

17. Copyright © 2016, Oracle and/or its affiliates. All rights reserved.Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 17
친구와 채팅하듯
상품 주문

18. Copyright © 2016, Oracle and/or its affiliates. All rights reserved.Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 18
Web에서의 확장
• 가상 상담
• 자연어 처리
• 불명확한 질문 처리
• 다국어 처리

19. Copyright © 2016, Oracle and/or its affiliates. All rights reserved.Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 19
모바일 앱의 확장
모바일 통지

20. Copyright © 2016, Oracle and/or its affiliates. All rights reserved.Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 20
Form 기반의 업무처리
기타 부가 기능
• map
• phone#

21. Copyright © 2016, Oracle and/or its affiliates. All rights reserved.Copyright © 2016, Oracle and/or its affiliates. All rights reserved. 21
다양한 Layout
자연어 처리

22. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
THE PACE OF INNOVATION NEVER SLOWS
And Oracle is with you all the way.
Oracle Mobile Cloud
Enterprise 소개
Easy. Intuitive.

23. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Oracle Mobile Cloud, Enterprise 구성 요소
Intelligent Bots (IB)
엔터프라이즈 급 MBaaS
Mobile API 카탈로그
Built-in Mobile 서비스
Customer Experience
Analytics (CxA)
다양한 채널을 통해 비즈니스를
위한 실행 가능한 통찰력 확보
LOB를 위한 분석
Developer를 위한 분석MAX (Mobile Application Accelerator)
AI/NLP Intent 파악
Multi Channel 통합
풍부한 대화 플로우
Entity 식별
챗봇 플랫폼 모바일 API 플래폼 분석 및 모니터링
Mobile Core (MCS)

24. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
오라클 Mobile Cloud로 구현 가능합니다.
Back-end Systems
On-Premise
Packaged Applications
Cloud Custom
Applications
Mobile
and
Chatbots

25. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
Oracle Intelligent Bots: Key Components
Channel
Configurator
Dialog
Flow
Execution
Enterprise Data
Integration
Conversational
AI
Engine
• 봇과 사람간의 통합
cross-channel chat
interface
• 봇 흐름 설계를 위한 봇
빌더 UI
• 범위 변수를 사용하여
컨텍스트 기반
workflow를 실행하는
state machine
• 관계를 식별하고
구조화되지 않은
데이터로 부터
통찰력을 추출하는
능동적 인 기계 학습
알고리즘
• 백엔드 API와의
연동을 위한 SDK
Bot
Builder
Custom

26. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
채널 연결
26
Channel
Configurator

27. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Dialog Flow Execution
27
Dialog
Test

28. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
NLP : Natural Language Processing
28
Intent(의도) 파악
Utterance(테스트 문장)
Intent

29. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
NLP : Natural Language Processing
29
Entity
Entities 추출
Entities

30. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Enterprise Data Integration
30
Built-in Components

31. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Intent Resolution Analytics
31
On-Demand
Training
검색조건
On-Demand Training

32. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Bot Analytics : Intent, Channel
32
Customer
Experience
Analytics

33. 다양한 대화 유형
지원
(단답형, 복합형,
입력폼형)
모바일/ ChatBot을
위해 설계된
통합된 플랫폼
다채널/채널간
예측 및 분석
Why Oracle for a Bots Platform?
33
모바일/챗봇/분석을 위한 클라우드 기반
통합 플랫폼을 제공하는 유일한 솔루션

34. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 34