NICCI – Chatbot as a Service
Chatbots are the systems that we interact with via text or voice interface. It simulate human conversation with the user. It can make it easy for the users to find information instantaneously by responding to questions and requests through text input, audio input, or both, without the need for human intervention. NICCI (निकी) is the smart Chatbot service, which can be integrated with any portal without the need of any coding. NICCI uses proximity rules, bot rules, and language rules for maximum weighted reply. It also has an audio support. NICCI has been developed to provide Chatbot as a service to the government portal.
NICCI (NIC Chat Interface) is the dynamic and smart Chatbot service developed NIC Rajasthan to provide Chatbot interface to any portal. The digital assistance service has been developed in a way so that it may be plugged with any application without any programming requirements. It is voice-enabled service and as soon as query is asked by the user, it breaks the query into the meaningful words to find out the suitable reply, and access the user’s query to give related textual and audio responses. With the help of this service, users’ will quickly receive responses of any domain specific queries that too without any staff engagements. NICCI is very useful for citizen specific portals where 24×7 assistance is required.
The bot is supported by the Content Management System (CMS) to enhance bot knowledge and to monitor the configure the chatbot. The unanswered queries are also stored and provided to portal admin through CMS so that it may be suitably answered to enhance the knowledge of the bot.
The service has been integrated with more than 100 portals PAN India.
Salient Features
- Dynamic and Configurable Chatbot Service.
- Configurable and attractive Chatbot Themes.
- Content Management System for configuration and setting.
- Voice enabled responses.
- Text to speech and speech to text.
- HTML editor to beautify the text of queries.
- Interactive as well as Tag based queries.
- Facility to put campaign/event banner on Bot.
- Secured Chatbot.
- Portal specific Hit counter.
- Bot Rules implemented.
- Regional Language Support.
- Translation facility to Assamese, Bengali, Gujarati, Kannada, Malayalam, Marathi, Oriya, Punjabi, Tamil, Telugu and Urdu languages.
- Online request for on boarding.
- Facility to replicate same Bot knowledge to multiple similar sub portals.
- Maintains Ranking of Questions.
- Movable and re-sizable Bot.
- API integration for portal specific data on Bot.
- Help Desk Panel for LIVE interactions with human agent.
- Offensive dialogue with the bot are muted.
- Trending Queries.
- Knowledge enhancements.
- Email subscription for Bot usages.
- Portal wise Usage Analysis on Dashboard.
- Preserve the Chat History.
- User’s Star Rating.
- User’ Feedback.
Content Management System (CMS)
For maintaining and enhancing the contents of the Chatbot, CMS is developed. Access of the CMS is provided to the Portal administrator where multiple portals of the same administrator may be mapped. Administrator may maintain the responses related to the portal through the CMS. Bilingual responses (Hindi and English) can also be maintained to enable the bilingual chatbot interface. CMS also maintains the unanswered queries, i.e. queries that were asked by the users but could not be replied by the bot due to insufficient knowledge. These queries may be answered through the administrator dashboard so that bot knowledge can be enhanced and the query may be suitably answered to user. It also shows the ranking of the questions, hit counter and the related options to the portal administrator. Chatbot Background colour, font, portal logo, portal name and helpline number to be displayed on the bot may also be configured through the CMS which may tested on the CMS before making it live.
Top 5 Users in the year
Portal wise Chat usage
Technology
- JAVA Scripts
- SQL Server
- Python
- ASP. Net with C#
- Speech Synthetization for audio
- Devanagari Hindi for queries in Hindi
Key Benefits
- Improve efficiency by answering Frequently Asked questions and providing immediate answer without any manual support.
- Improve user engagement.
- Digital Assistance for citizen centric portals works 24×7.
- Reduces Helpdesk cost.
- Simple easy to use interface.
- Easy to Deploy on portal.
- Chatbot implementation with any portal without any coding requirements.
- Self-Learning to enhance the knowledge base.
- Regional Language Support.
- No cost solution.
How to Build Chatbot for your Portal
- Online Registration.
- Prepare Domain Specific queries.
- Upload Queries in Chatbot knowledgebase.
- Prepare dialogue tree for tag-based queries (optional).
- Integrate API in portal.
