AUTOMATION

& PROCESS
MyWizard for AIOps
Virtual Agent (ChatBOT)
FEBRUARY 2020
COURSE DESCRIPTION
This course introduces you to myWizard for AIOps Virtual Agent (ChatBOT):
• Introduction to Virtual Agent (ChatBOT)
• Business Challenges, Use Cases, Application Layout, Features and Benefits
• Architecture and Components, and Roadmap
• Our Customers, Technical Requirements, and Contact Us

For general information about myWizard, see the myWizard Self

Enablement Materials in the Resources slide.

Training Audience: myWizard Users

Training last updated: February 2020

Copyright © 2020 Accenture. All rights reserved. 2

AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 3

INTRODUCTION (1/3)
Mission Statement: To empower users with an intelligent, fuss free virtual assistant that
improves work efficiency and reduces operations costs.

WHAT IS CHATBOT?

The myWizard AiOps Chatbot

application lets you create
personalised conversations, and acts
as your personal intelligent assistant.

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INTRODUCTION (2/3)
BUSINESS CHALLENGES

Multiple extra steps for

High cost for operation of
Users often don't know the
services to manually
where or who to turn to for users to perform repetitive
handle repetitive
simple questions. tasks which could
user questions.
be simplified

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INTRODUCTION (3/3)
USE
CASES

COLLECT SUPPLY SELF

INFORMATION INFORMATION SERVICE

Users can pull information Messages and alerts can Daily, repetitive, tasks can
from various sources. be pushed to relevant be self-serviced through
Splunk, ATR, elasticsearch, users through multiple chatbot instead of going
databases, humans, or channels. For example, through a helpdesk.
any source that Rundeck once an urgent ticket is
can script. assigned to a support
worker, chatbot can send
an sms notification to the
user who raised the issue.

Copyright © 2020 Accenture. All rights reserved. 6

AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 7

APPLICATION LAYOUT (1/3)
Admin Landing Page

……………… Intents: See topics the bot is looking

… for in conversations
Actions: Shows all functionalities a
plugin can perform
Plugins: Configure the connection to
your own instances of plugins
QABot: View queries sent to the bot,
create FAQ articles, and curate bot
answers

To start talking to the bot, just click

…… here!

All tasks for the Chatbot start from the landing page.
This help page directs users to plugin configurations, creating conversations, and
connecting the right conversation to the right action.
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APPLICATION LAYOUT (2/3)
Chat
Interface

MS Teams View

Skype for Business View

HTML Web UI View

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APPLICATION LAYOUT (3/3)
Script Based Conversation Creator &
Editor Create a new conversation
here

Here you can read, search for, or create conversations with the bot. These
conversations are script-based and lead the direction of specific important
conversations with your users.
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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 11

FEATURES AND BENEFITS (1/2)
FEATURES

MULTIPLE
NATURAL AUTHORISATION LANGUAGES
MODULAR
LANGUAGE AND SECURITY DESIGN Chatbot can understand
PROCESSING these languages, with
Chatbot uses Chatbot’s modular
Chatbot uses more to come:
Lightweight Directory design allows plugins to
Dialogflow, Google’s Access Protocol (LDAP) be easily connected via
natural language English
for authorisation. a Representational
processor to make French
Security and State Transfer (REST)
conversations natural Spanish
authorisation is mirrored Interface allowing
and engaging. Chinese
across the organisation. Chatbot to be fully
Japanese
customisable.
Turkish

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FEATURES AND BENEFITS (2/2)
BENEFITS

An all-in-one tool,
Improved accessibility An intelligent
Streamline simple using Chatbot means
for the general public, notification system
redundant processes, that L1 and L2 staff
boosts L1 support allows the user to
cutting down on over- don’t have to search
productivity by around receive critical
head costs by 30% for any other support
33% information ASAP.
tools, saving 10-15%
of resolution time.

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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

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ARCHITECTURE & COMPONENTS (1/3)
Architectur Custome

e
r
Frontend

Client and Client

Servers

SMS Message NodeJS

React
Security
Credential Redux
PUT
Gateway
Credential Auth (JWT)
(Zuul)
GET
Token

Backend

Chatbot
Relay

Twisted Rivescript Pebble

Automation Basic intents & Basic intents &
Python
action action

Automation Natural Language

Frameworks Processing (NLP)

* * * * *
ATHOS Luis.ai
* In Progress

Chatbot receives the user's message on a communication channel, authorises the user,
then transfers the front-end payload to the back-end via a relay. The message is then
processed by NLP and passed to an automation framework if required.
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ARCHITECTURE & COMPONENTS (2/3)
How Does it Work?

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ARCHITECTURE & COMPONENTS (3/3)
Plug-In Connections

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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 18

ROADMAP
FEATURES FEATURES FEATURES FEATURES
• QA improvement • Create standardised • Building our own NLP • Depends on first 3
from Client feedback​ SAP HR Chatbot model quarter progress and
• HTML Push function​- conversation templates • New Help page client feedback
Websocket feature • Conversation • MS Team functionality • On-Prem NLP Multi-
allows push notifications Orchestrator: GUI enrichment Language exploration:
on webUI Rivescript Editor • GUI rivescript editor/conver Chinese, Japanese,
• MS Teams basic (Phase 1) sation orchestrator – phase Turkish and Polish
functionality -pull • Jira Plugin: Testing 2 • NLP UI – stage 1 
and push • Teams Relay: Stress • Existing feature re- • QA integrate with 3rd
• Auto route POC​with Testing stabilizing party knowledge base –
ElasticSearch • POC Chatbot Chat • RPA plugin stage 2
• WeChat Relay History Tracking • Extra relay requirements
• Integrate with RPA- • Chatbot interaction • Chatbot Chat History
360 as a service​ with voice capability Tracking
• Client Slack enablement​ • CB automated testing • Analysis for conversation
• JP/CN client support  framework  history
• NLP Plugin (Beta) • Message end to end
monitoring
• Teams API functionality
check with what is
available inside Accenture
Cloud
FY20Q1 FY20Q2 • Use-case centre
FY20Q3 page FY20Q4
• QA Integration with 3rd
party knowledge base
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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 20

OUR CUSTOMERS
WHO USES CHATBOT?

INTERNAL USE ONLY

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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 22

TECHNICAL REQUIREMENTS
Prerequisite  Description
Platform/ Docker Latest version to be installed
Components
Splunk Latest version to be installed
Python  Python to be present in the deployed instance. Version: 2.7 
DialogFlow Instance will need to be configured with a DialogFlow agent
Version: v2
Dependent ATR ATR is required. Tested ATR versions are 3.2.4
myWizard AiOps
Apps

Hardware  • Operating System: CentOS v7 or RedHat v7.2

• CPU Cores: 12
• Memory (RAM): 32GB
• Available Disk Space: 500GB
• User Access Level: Sudo (Docker install privilege –
Superuser access)
Deployment Option  Cloud, On-Premise

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CONTACT US
For further enquiries contact:
John Ji
john.ji@accenture.com

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AGENDA
• Introduction
• Application Layout
• Features and Benefits
• Architecture & Components
• Roadmap
• Our Customers
• Technical Requirements
• Resources

Copyright © 2020 Accenture. All rights reserved. 25

 These are resources internal to Accenture.

RESOURCES – ACCENTURE myWIZARD

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with clients, or update to show myWizard

CIRCLES
resource info relevant to the client.

The Accenture myWizard Circle helps users to connect with other Accenture myWizard users to ask questions,
share ideas and best practices. It also contains links to several enablement, training, and sales materials.

26
 These are resources internal to Accenture.
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myWizard APP SELF SUPPORT PORTAL with clients, or update to show myWizard
resource info relevant to the client.

The myWizard App Self Support portal enables users to resolve issues on their own or to prevent incidents
from happening, which in turn will minimize the interaction of users with the support team.

Click on the sub-categories found under Team

Wise Solutions and Application Wise
Solutions.

Click Help to display a list

of new solutions added in
the last 7 days, or log an
Click Download to download Incident or Service Request.
the document or Share to
share the documents to
another resource.

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