In Has AI made OPA obsolete? Nope! I explained how Artificial Intelligence (AI) and Oracle Policy Automation complement each other. In this post we explore this further with an overview of how integrating OPA with a chatbot that uses AI Natural Language Processing (NLP) techniques can provide intuitive and rich experiences to your customers.
First of all, if you haven’t already, check out Oracle Digital Assistant (formerly Oracle Intelligent Bots). Integrated with Oracle Autonomous Mobile Cloud (AMC), Oracle Digital Assistant makes it easy to set up a chat bot that can recognize customer intent - i.e. what they are trying to do – and provide a chat-based service that performs that action. For example, to automatically start a product return when a customer types in a chat phrase like “my toaster is broken”.
Oracle Digital Assistant’s AI engine leverages NLP to provide the chatbot’s intent recognition and dialog handling, and to improve both of them, over time. Oracle Digital Assistant also allows custom components to be integrated into the dialog flow – and this allows OPA and AI-driven chat interactions to work together.
Let’s take the example of a chat service that allows customers to start a new car insurance policy:
Diagram of chat interaction with Oracle Digital Assistant brokering OPA sessions
During this interaction, Oracle Digital Assistant can make use of NLP to
To see an example of OPA and Oracle Digital Assistant in action together, check out the OPA Interview Bot on Facebook. Just click on Send Message, and type in “hi” to get started. There are different examples to play around with, from checking diabetes risk to exploring eligibility for government benefits, and many more.
OPA interview bot uses the OPA Determinations API Interview Service to manage the OPA session state behind the scenes, while Oracle Digital Assistant provides the intent matching and ability to convert certain natural language phrases into data that OPA can understand.
Note that this integration requires custom development work. It is not provided out of the box with either Oracle Policy Automation Cloud or Oracle Autonomous Mobile Cloud Enterprise. If you are interested in exploring the possibilities, contact your local Oracle sales office.
In combination with Oracle Digital Assistant’s NLP capabilities, an OPA-driven chat experience can deliver comprehensive and easily maintainable advice.
Because OPA rules are written in plain language (English, French, Chinese, Spanish etc.), they are easy to share and review with other legal and policy experts, and lend themselves to easily and automatically delivering a chat style interactive experience.
Oracle has plans to make it even easier to use Oracle Policy Automation to deliver comprehensive advice through chatbot experiences.
Credits: Thanks to Andrew Higginbottom for developing OPA Interview Bot. Title image: Rawpixel via Unsplash