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Conversational AI with Kore.ai
Introduction Overview of Conversational AI Use cases Overview of Kore.ai Software architecture for the Kore.ai XO Platform Conversational AI on optimized Dell infrastructure Sizing the Kore.ai XO Platform Use case validation for Kore.ai
Introduction
Use Case 1: Travel Desk
Use Case 2: Magento Store Assist
Dashboard and analytics
Why Dell Technologies Dell Technologies services and support The Dell Technologies Customer Solutions Center Conclusion References

Use Case 2: Magento Store Assist

Use Case 2: Magento Store Assist

  • The next validated use case is a virtual assistant that is integrated with Magento APIs to assist a customer to determine order status, cancel orders, or to request a refund.

    Magento is an open-source eCommerce platform. For the sample application, we  used the Magento content management system with the Luma theme to enable the Kore.ai virtual assistant to interact with the sample Luma online active wear retail store. This interaction using the API allows the virtual assitant to retrieve order details, order cancellations and refunds, and so on.

    The following figure shows the sample home page:

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    Figure 5.   Sample home page

    There are two channels configured in the Kore.ai bot builder to validate this use case:

    • A Web/Mobile client allows users to start interacting with the virtual assistant. The web/mobile client configuration page also priovides details to allow the chat widget to be added to the store’s main application website.
    • Twilio Voice enables users to reach the virtual assistant using a telephone number. The assitant helps the customer by using a telephone.

    The following figures show the configured channels:

     

    Figure 6.   Use case 2 configured channels

    Welcome message

    The sample Magento Store assist welcome message includes three options from which customers can choose to get more details.

    For order status, the customer can select the first option and enter the order ID to get the information related to the order.

    The bot also allows the customer to cancel an order or get a refund for the products in a specific order. The customer can provide the order ID information and select the product that must be returned for a refund.

    Apart from the order information, the bot can also be used to get details about the policies and FAQs defined in the bot. The following example shows the “return policy”query to the bot.

    Sample FAQs are defined while building the bot. Each FAQ can be tagged with synonyms, alterntate FAQ, and alternate responses:

    The following figure shows NLP analysis used by the virtual assistant to indentify the intent from the user using the voice channel to get the order status.

    Figure 7.   Virtual assistant NLP analysis