Rasa for Enterprise Operations

Rasa Open Source
1

Hi Everyone,

I am going through the Masterclass and blog examples and evaluating options of how to build an interactive bot for enterprise operations. The bot should cover a variety of tasks: a. FAQs across different business functions - HR, IT etc b. Integrate with help desk software (like defined in the blog) to submit tickets on the user’s behalf, provide status updates on open tickets, confirm resolution to close out tickets etc c. Automate requests for software access, password resets, email distro updates etc d. Forms and polls e. Integrate with APIs for providing info to customer care agents to better service customers f. Some fun stuff like jokes, random facts, weather etc

English is the language to start with but longer-term would like to support additional languages.

Would like to get some advice on ensuring scalability and security. Not everyone would have access to all of the resources, eg: specific FAQ topics/questions, order information for customer care agents etc.

For FAQs, how do you ensure that you can easily delegate the building of the topics/answers to the different business units and make it scalable rather than have to re-learn for every update to the FAQ questions?

Can someone share any pointers re different aspects of security? Securing the Rasa instance? Securing the function based on user permissions?

Also how do you enable any kind of reporting? Some kind of event reporting to be able to understand what folks are using Rasa for and how successful it is.

Thanks in advance for anything that experienced folks are able to share. Truly appreciate it.

2

Hello @enness01,

You need to retrain after, it’s necessary to the policies and all other configurations work as expected. But you can use Github to publish and just download it on production using RASA X.

Secure RASA depends on you infrastructure and the python libraries that were used. About user/function based, RASA is a client as any other, if you need to control functions need to be done on backend, with authentication, profiles and etc.

There are ways to do it, but you’ll only get the generic information, because it’s yours business model that will define what’s successful or not. You can get, the sentences, words, fallbacks and generict stuff about the conversations.

Cya!