Azure AI ChatBots is the hype justified

SAM Club Azure AI Chatbots - User Group meetingAzure AI Chatbots was the topic of the 4th SAM Club Azure User group meeting, the meeting was kindly hosted by Gardiner & Theobald at their offices in London.

The conversations started with a client who is looking at developing Chatbots in Azure discussing the reasons they are considering AI Chatbots. Law firms are increasingly being asked what makes them different from their competitors. Technology is included in this for example: Can they get 24-hour access to policies that can be accessed via mobile apps? Chatbots can be developed to offer these services.

Microsoft invited ANS who are one of only 40 Azure Managed Service Partners (MSP) globally, but headquartered in the UK, who develop and design Chatbot’s. Chatbot’s are more than just a frequently asked question (FAQ) function on a website. The truth is the technology behind it is much more versatile.

Some examples of the different types of bots mentioned were:

    • ExperienceBot

For a website to help a prospect to find the right contact within a firm. An ExperienceBot could help point someone in the right direction of partners with the relevant knowledge.

    • StaffBot

Employees wanting to know how many days holiday they have, requesting holiday, maternity benefits etc this could all be accessed via the bot rather than contacting HR. Chatbots are not only able to automate tasks, they can be proactive. Feedback provided into the bot from staff can help answer common queries and can also be used as an anonymous way to capture data.

    • SupportBot

How many support calls are being received on what topics and it is possible to automate the responses to reduce the number of calls and increase response times.

A Chatbot is only limited by your own creativity. Could we see websites where you answer a few questions such as looking for a new car which then returns all makes and models for consideration?

An example of a successful Chatbot use case is the ‘Do Not Pay’ chatbot that was developed by Stanford University student, Joshua Browder. It is now perhaps the most recognisable name of any legal chatbot and is now known as “The world’s first robot lawyer”. It was developed to help users contest parking fines and has helped save motorists $13 million in parking fines.
The bot is now giving free legal aid to users through a simple-to-use chat interface. The chatbot, using Facebook Messenger, can now help refugees fill in an immigration application in the US and Canada. For those in the UK, it helps them apply for asylum support.

ANS created a parking Chatbot to help assist with their staff parking, using a camera in their carpark and data sources such as staff holidays, meetings and weather they can predict when parking spaces might be available.

A Chatbot can never answer every question that anyone will ask. But built in ‘error’ replies such as ‘I don’t know the answer but can ask someone to contact you’ can help. Gathering information on additional questions can then be beneficial to develop the Chatbot further.

ANS have created a ‘BaseBot’ which is free to download on GitHub that enables you to deploy an AI powered Chatbot in under 1 hour. A great starting point for a simple Chatbot for a pilot.

Microsoft offer an QnA Maker in Azure where you can create a simple FAQ service from existing content. This offers an ideal starting point for organisations thinking about Chatbot technology and can be set up for only a small investment.

There are many off the shelf bot technologies, but if more bespoke Chatbots are required then working in partnership with a developer is recommended so they can integrate your data and build to your specific requirements.

A final use case that ANS presented was with Staffordshire University, they developed an AI-driven coach and support assistant using intelligent Chatbot technology. It provides students with key information such as course timetables, campus facilities and extra-curricular activities. It is also a support tool to help identify any at-risk individuals who may be unhappy or unsettled and provide guidance and support.

Feedback from the roundtable highlighted resistance from partners and how to drive change and get buy in, as there can be too much technology. The suggestion is always to start small with a pilot group that can then champion the concepts. ANS recommended a collaborative approach; upfront involvement from partners to discuss their pain points with developers who can translate that into what’s possible with AI Chatbot technology. Also starting off with a version one of a Chatbot to prove it’s use, then develop it further with internal and external data.

Next Azure User Group

The meeting rounded off with discussion on the topic for the next event which was agreed as Microsoft Cloud Assessments. This process looks at client’s workload on-premise and works out the costings/commercials for moving to Azure with a detailed report. The next event will be held in early August and will be announced soon.
You can find blog articles from our previous events here:

Azure User Group meeting
Azure User Group meeting 2 Dev /Test
Azure User Group meeting 3 Security & Compliance

Azure DevTest – SAM Club Azure User Group meeting 2

Azure DevTest was the topic of the 2nd SAM Club Azure User Group meeting, that was held this month at one of our clients who kindly hosted in a central London location. The number of clients attending increased and all those in attendance agreed that the discussions are useful and interesting.

Microsoft started the meeting with a ‘hot off the press’ announcement that Azure can now be purchased direct from Microsoft. The Azure price will be based on the US$ exchange rate which will be set at the beginning of each month with Microsoft making a commitment to not make a profit on exchange rates. The benefits were discussed around flexibility of billing and being able to move away from the ‘use it or lose it’ format of the minimum monthly commit, Azure SCE agreements.

Organisations using Azure can still purchase via their preferred reseller also.

Microsoft talked about the Cloud 9 portal which was recently acquired and how this can help analyse usage.

Azure DevTest – Test and Development in Azure

The discussion then focused around the agreed topic of Azure DevTest environments which tends to be a popular starting point for moving to Azure.
Open discussion between our clients identified some of the issues they have with their developers and managing their needs.

Some of the key points were:

  • Understanding of the developer’s specific requirements
  • Backups and ability to spin up new systems quickly with the latest copy of the live system
  • Balancing overheads for storage requirements
  • Development teams always want more space/resource which can’t always be provided easily or quickly
  • Number of people working on an app at the same time
  • Visual Studio license credits being allocated to an individual, there is a need to pool for a team of developers
  • Controlling costs, how can IT heads manage developers spend in Azure
  • Access required to full dataset / data security – where is the data?

Some benefits Microsoft highlighted around Azure Test and Development labs:

  • Ability to set spending thresholds and set up alerts at spending levels and the ability to turn an environment off when required
  • Central reporting
  • Multitenanted so multiple users can run apps at the same time
  • Pool Visual Studio credit into test and development labs
  • Complete cost management control – can set a period of the day developers can access
  • Allows Dev teams to spin up new environments when required quickly

Microsoft talked about their client Centrica who have been using Azure test and development.

Azure DevTest quote Centrica

Azure App Service

The Azure App Service was briefly discussed as an option for clients to move apps from on-premise to cloud and deploy web/mobile/API apps.
The issue around some of the legal vendors not being on board with cloud was raised with clients as a blocker to this. In house apps could be used within this service.

Chatbots

Microsoft discussed running use cases with Microsoft technical teams to use chatbots within Azure to help fee earners. Azure cognitive services could help potentially analyse initial case communications to drive efficiency with ability to search precedence library as an example.

Azure Infrastructure Cost Analysis

Microsoft mentioned that they provide funding for full infrastructure scans using a Movere – described as a MAP Toolkit on steroids. The scan is run for a minimum of 2 weeks up to a month and aligns all apps and infrastructure to a cost in Azure.

Taking a high-level lift and shift exercise considering existing licenses i.e. SA for Hybrid Use Rights can save up to 70% of the costs.

Calculating the compute for 1 or 3 years for always on production applications and using Reserved Instances will also help to reduce costs.

The next meeting

As security and data breach keeps coming up in discussions around cloud it was decided that for the next meeting we invite Stuart Aston, who is Microsoft National Security Officer along to share Microsoft’s stance on security and compliance. All attendees will provide their list of questions for Stuart before the meeting so that they can be addressed. If you are interested in attending the next meeting, which is being held on 9th April, in London then please get in touch for further information.

You can find out more about previous SAM Club Azure User Group meetings in our blog post here and subscribe to our blog updates.

Azure User Group Meeting

The SAM Club’s first Azure User Group Meeting was held at Microsoft, 2 Kingdom Street, Paddington, London, W2 6BD on Thursday 24th January 2019 with several of our clients in attendance.
Azure User Group event - The SAM Club
The objective of the Azure User Group is to help educate and provide a means of communication with Microsoft and peers on the Azure Infrastructure solution.

Microsoft started off talking through some use cases of Legal Services clients who have made a transition to Azure – including Taylor Wessing, Farrer and other clients who cannot be named.

Another firm was mentioned but is to remain anonymous, who run their production workload on-premise, but are using AI to get better insight into identifying fraudulent claims. AI augments work in the middle office to flag claims that could be fraudulent based on intelligent analytics. They have already flagged over 100 cases using the technology.
Azure User Group attendees - The SAM Club
Open discussions followed which touched on the following subjects:

Security

A big concern amongst the Legal firms; was Client and Personal confidential data in the Public Cloud & Security.

Microsoft discussed the level of security in their datacentres from a physical aspect, the datacentres are protected to military levels and are not found on maps. Any visitors to the datacentres are checked out and all electronic devices are taken from them before they can enter. All data held within the datacentres is anonymised, so no member of staff could identify which data set belongs to which organisation.

Compliance

Legal firms are regularly audited by their biggest clients, particularly big banks which may be using Azure themselves. However, the compliance teams don’t understand Azure and want to be able to see and access the data.

A point was raised to Microsoft to educate the Compliance industry – Microsoft do have a large list of compliance accreditations and can discuss compliance organisations such as SOX, SRA & Banks.
Partners in legal firms are more concerned about where data resides and if something goes wrong; it is their reputation on the line.

Resilience

It was mentioned that Azure and Office 365 does take away control with getting the infrastructure back up if there are outages. But there is nothing the IT team can do and feel powerless. With a new site going live it can leave confidence a bit shaky. There needs to be more detailed information available from Microsoft in these situations to help manage expectations.

Microsoft mentioned that they replicate an organisations server in the cloud two times to ensure resilience.

Blockers

Microsoft advised that they are actively working with vendors to ensure their applications are available and can be run within the Public Cloud.

Auto scaling and Optimisation of VMs in Azure

Optimisation of workloads was not seen as a big concern for legal firms as they don’t have a ‘Black Friday effect’ sometimes there is a slow down in app performance if a SQL report is run and fee earners all launch an app at the same time. Microsoft talked about daily peaks and troughs in app usage and possible savings Azure can offer in working out compute costs.

The next meeting

The Azure User Group attendees agreed that the discussions were informative and would like to continue monthly initially. The next agenda topic was agreed to focus on Test and Development environments and the benefits of Azure.

Here are some testimonials from the event
“Great kick off to the Azure User Group. Found it very insightful. Looking forward to the next one and hopefully using the sessions to assist us with our thought process for moving to Azure. Looking forward to the next meeting.”

“I found the Azure User Group meeting extremely useful, as it was good to meet up and discuss with fellow counterparts in other organisations that are in similar positions and are able to share their experiences. Also, being able to provide feedback to Microsoft face to face and how they can help was also very beneficial. Can’t wait for the next one”

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