Overview

Haptik’s Unified ML Pipeline system allows a commerce+ chatbot to work smoothly alongside a chatbot built on Conversation Studio. This new system has been designed to improve the performance of all commerce+ chatbots in the following ways:

1. Improved automation rate (fewer bot breaks)
2. Improve system latency
3. Reduced bot building effort
4. Better Commerce FAQ goal completion rates
5. Improved end-user UX (lower drop offs)

In this document, you will get to know how to use this new system on your Haptik bot and create a more efficient Commerce+ chatbot.

How the Unified Pipeline Works

When a user sends a query to the Haptik chatbot, the query is processed by each system participating in the conversation in the following order:

1. Core IVA (built using Conversation Studio)
2. Commerce Plus
3. AI Site Sync
4. KMS, Doc QnA
5. Small Talk
6. Smart Assist

After a user query is sent, it is run by all the systems in the order stated above. If any system is able to return a ‘high confidence’ response, that response is returned to the end-user as the bot response. Else, the bot returns a ‘bot break’ response.

How to Enable a Commerce Plus Chatbot

In the new setup involving the Unified Pipeline, bot builders need to link a Core IVA chatbot on Conversation Studio to the corresponding commerce+ chatbot using a feature toggle.

The steps to enable this feature toggle are described below.

Step 1: Open the Business Manager of your chatbot on the Staging Environment and click on the newly introduced tab named Commerce+. The below window will appear.

Step 2: Click on the toggle to Enable Commerce+ and enter the name of the commerce+ chatbot exactly as it appears on the creator studio dashboard.

Step 3: Click on the Save button on the top right corner of this tab to save the changes made on this tab.

Step 4: Once the settings are saved, you will receive a system generated pop-up message confirming the same, as below.

Congrats! Your commerce+ chatbot is successfully linked to your conversation studio chatbot on the staging environment.

How to Link Commerce+ Chatbot on a Dev Server to Haptik

Oftentimes, in order to test changes and fixes to a Commerce+ chatbot whilst utilizing features configured on the Haptik staging chatbot, bot builders need to link the Haptik staging bot to a bot on the Commerce+ dev server.

This is useful when the staging bot is in UAT by clients, while bot builders test iterative changes in the dev environment without impacting the staging chatbot (and therefore without disturbing the UAT process).

In such cases, bot builders can use a feature called Override Staging URL to link the Haptik chatbot on Staging environment with a custom Commerce+ bot setup. To do so, follow the below steps:

1. Navigate to Business Manager > Commerce+.
2. Use the toggle button to enable the override function.
3. Enter the URL of the Commerce+ bot to be connected to the Haptik chatbot.
4. Click on Save.