Fraternizing users to

Katalon platform

Tran Son Phat
Pham Hoang Minh
Pham Truc Nhan
Vo Quoc Thang

In this research and development project, the team proposes a novel chatbot solution that can fill the gap in user experience in their onboarding journey. In the first semester, by working closely with representatives from Katalon Inc, we have collectively produced a novel chatbot solution to address this specific pain point in user experience when they look for solutions to their problems. The proposed system consists of three core modules: intent detection/recognition/classification, semantic document search, and personalization, and works as follows:  

• When a user asks a question, the intent detection component extracts their intention using means of Machine Learning/Deep Learning and then presents the answer to them in a natural and friendly text format. 
• If the intent is unknown, the semantic document search module will look for relevant answers on the three existing information portals, namely the Katalon Docs, Katalon Forums, and Katalon Academy, and suggests these resources to users to check out. 
• The way the chatbot presents the information to different users must also be different. Having access to hashes of users’ IDs, along with their respective professions and employer, the team plans to build a personalized solution to answer their questions. For instance, users will be suggested topics that have been looked up by other users, specifically with the same profession and belonging to the same company. 
• Most importantly, the chatbot agent must be completely modularized to allow for easy integration with the existing Katalon Documentation, or potentially Katalon home page. Based on the suggestion from the engineers from Katalon Inc, the team will create an embeddable JS component that can be added to any website by simply copying a few lines of scripts, hence the high modularity of the system.