How to create your own SAP Fiori Chatbot in 10 days?

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Today’s modern world demands easy life everywhere. We look for ways to automate things that are repeatedly done every day. Doing multiple steps to achieve something simple, often frustrates us in long term. When it comes to customer service, around 80 percent of customers often ask the same questions. Customer service or customer-facing teams spend about 15% of their time answering similar repeated queries day in and day out from customers. The majority of customer queries in Supply Chain Management pertain to the following questions:

When will my order be delivered?
What is my shipment tracking number (if we don’t send Shipment notifications to customers)?
Do you have the product in stock?
What is the approximate price of a product?
Why hasn’t the product reached the delivery address yet?
Is it possible to address these queries through a chatbot where the customer can get the information they need from an automated service?

It is usual to build few queries on the SAP FIORI frontend and provide the customer with the required details. This is the standard typical approach that we have been following for many years as a solution in SAP. Thinking out of the box, we can integrate some cool chatbot features with SAP FIORI to provide a better customer service experience.

Let’s now get on to the functional and technical details of achieving this without the need for any “Machine Learning or Artificial Intelligence” backend or programming.

What are Chatbots?

Chatbots are very popular nowadays. Many of us may have noticed an automatic pop-up ready to answer our questions on numerous popular websites. This automatic support is provided by Chatbots. Chatbots are computer programs that can be integrated seamlessly on the frontend. Chatbots usually take text/audio input and provides an appropriate text or voice reply. The most popular chatbots include Amazon Alexa, MS Cordona, Google Assistant, and Apple Siri. They are intuitive and interactive in our everyday life. Chatbots run with a predefined set of rules and gives us information when they are asked a question. Chatbots work round the clock and the year nonstop.

Few stats on Chatbot:

· 23% of customer service organizations are using AI chatbots. (Salesforce)

· 58% of websites that use chatbots are for B2B companies. (Relay)

· 80% of customers who have used chatbots report the experience as positive. (Uberall)

Source – https://www.chatbot.com/blog/chatbot-statistics/

Why not build simple chatbots?

Here I will present a very simple chatbot that doesn’t require Machine Learning or AI-Natural language processing (NLP). Also, we are not going to use AI tools like IBM’s Watson, Google’s Dialogflow, or MS Azure or Transformers. This chatbot can be up and running in production in less than 10 days.

Chatbot SAP System Architecture

Chatbot Functional Conversation Workflow

Chatbot SAP Technical Workflow:

SAP Resources Require