Team Member:
- Author: Jason Xu, Jiankai Xu, Jeremy Lin
- Sponsor: Amol Govindwar
- Instructor: Dr. Rajiv Ramnath
Honda R&D Americas LLC supports the design and development of new products for Honda Globally. As part of the IT group in R&D, we provide IT infrastructure, services to users. We can see that Self Service is increasing in the industry and with more remote work we want to enable the self-service with the virtual assistant. This new product will enable us to use new technology to better serve the customer.
We have many knowledge bases, however, to get to the user at the right time is difficult and time-consuming. With Virtual assistant, users can get real time feedback and get the answer to their question which is mostly in the knowledge base. The Virtual assistant will improve the self-service capability and reduce the burden on existing support staff. So that they can focus on more value-added work.
This project will explore implementing a virtual assistant on Microsoft Team or Skype platform, to help automate common internal tasks and reduce ticket loads. It includes three parts:
- Research bot framework on the market
- Analyzing bot framework and making recommendation for Honda
- Exploring customization of bot framework
We researched 6 bot framework on the market: Azure Bot Framework, Amazon Lex, Pandorabot, IBM Watson, Botpress, and Google Dialogflow. Analysis of bot framework is based on the factors below:
- Quality: Knowledge and SLA
- Development: Development Cost, maintenance cost, and complexity
- Adaptability: Requirements
- Environment: Support Teams/Skype and language Support
After our decision making process, our recommendation for honda is to build the system based on Azure Bot Framework
This customization has been created using Bot Framework, it shows how to:
- Use LUIS to implement core AI capabilities
- Handle user interruptions for such things as
Search fororFind - Use Azure Cognitive Search to retrieve requested knowledge base file
- Format the response using Adaptive Cards
Our system cooperates Microsoft Teams, Azure Bot Framework, LUIS, and Azure Cognitive Search. We divided system into 5 subsystems:
- Login System
- Bot Framework
- Routine Task Identifier
- Notification & Email Handler
- Incident Reporter
Under documentation folder, there are documentations for this project.
Honda VA - Bot Framework Analysis: Analysis of 6 bot framework on the market, including comparison and decision making reportHonda VA - Project Workbook: Workbook including software engineering process, requirements and analysis, architecture, project planning, and project handoffHonda VA - Setup Instruction: Instruction of replicating the process of how to rebuild our system
This bot framework is inspired by BotBuilder-Samples 13.core-bot
Special thanks to Dr. Rajiv Ramnath for guiding us to finish this project. Plus, thanks to Amol Govindwar to initiate this project and provide us with all his experiences and knowledge.