This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Chatbot Implementation in Spotfire® to Retrieve Specific Insights from Any Dashboard

Sree Madadi

Director of Analytics

Change Healthcare

Sree.madadi@changehealthcare.com

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Overview

Chatbot 101

Existing Conversation AI Technologies

Why RASA

Healthcare Customer Dashboard

How Chatbot is Deployed and Use Cases

Demo

Questions

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Overview

Healthcare data is projected to experience a compound annual growth rate (CAGR) of 36 percent through 20251

1https://healthitanalytics.com/news/big-data-to-see-explosive-growth-challenging-healthcare-organizations

Higher than the expected growth rates of data in the manufacturing, financial services or media industry.

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Leaders need…

More efficient methods to locate valuable insights

Quicker access to actionable intelligence

Easier communication between big data and BI tools

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Chatbot 101

Chatbots are:

An artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications.

Chatbots help:

- Enhance customer experience- Reduce cost of customer service- Save time for both customers and employees

? Analyze Request

Identify intent and

entities

! Compose reply

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Componentsof a

Chatbot

• Chatbot is trained on pre-defined intents, entities and stories with Natural Language Processing

• User’s input is analyzed to extract intents and entities

• Chatbot will follow the trained stories and output the proper response.

• Responses can be

• Predefined texts

• Data stored in enterprise systems

• Customer actions

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Customer Intelligence Architecture

There are many Chatbot platforms that are based on Natural Language Processing (NLP)

Google DialogFlowTM

RasaOpen Source

PlatformMicrosoft®

Bot FrameworkFacebookWit.ai

AMAZON LEXTM

for Conversation Bots

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Change Healthcare Top Two Platform Contenders

Based on popularity of

Bot platform and number

of customers, Rasa and

DialogflowTM came on

top in the priority list.

In the end, we selected

Rasa.

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Why Rasa?• Open source platform ideal for product teams

to expand bots to go beyond simply answering questions

• Componentized into Rasa Core and NLU

• Rasa NLU handles entity extraction and intents

• Rasa Core handles actions and fulfilment

• Flexible and customizable - more control over your model (technical skills required)

• Hosted on your own server - more control over security

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

RASA Chatbot COMPONENTS

RASA NLU:

Intent classification and entity extraction

RASA CORE:

Control flow control for classified intents and entities

MACHINE LEARNING BACKEND:

User input → Bag of words

A neural network is built (connected layer → dropout layer → connected layer → dropout layer → output layer)

Correct and incorrect labels are sampled from training data and loss function (using cosine similarity) is optimized using TensorFlow

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Architecture

Application

Server

Model

Data

User

Dialogue Server

Action Server

NLP engine

Input

Response

Facilitate

conversational

experience

Perform data extraction

from Change Healthcare

databases

Identify customer

intent, entity

extraction

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

How Change

Healthcare Uses

Chatbot

Querying revenue for a customer group for a particular segment for a given time period

Querying list of child accounts for a customer group for a given date

Querying product count for a customer group

Querying current contract expiration dates for a customer group

Small talks

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Healthcare Organizations Chatbot/Tibco Spotfire Integration Benefits

Provide a more intuitive, natural way to interact with data

Faster navigation on the dashboard

More engaging user interaction

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Demonstration

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned tes ting, release and availability dates for TIBCO products and services.It is for informational purposes only and its contents are subject to change without notice. © Copyright 2014-2019 TIBCO Software Inc. All rights reserved. TIBCO Proprietary Information.

Questions

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