The Heres 2.0 solution is based on a proprietary technology (Heres console), integrated with the bot-building framework Botpress and the NLU Google Dialogflow. The application architecture includes the following components:
- Management Console: the console to perform human escalation, analyze conversation history, track KPIs, communicate with the dedicated Conversation Designer (Enterprise version), consult the knowledge base, and configure the Web Chat;
- Botpress engine: the core component of the architecture, is responsible for managing the stateful automaton of the conversation, receiving messages from the user, and providing a response based on the context and application of the logic consequent to the resolution of the detected intent;
- Dialogflow ES: Natural Language Understanding intent-based platform. The training set used for understanding user requests is created and maintained on Dialogflow.
- Botpress studio: the conversational design tool used by the Heres team;
- Web Chat: the proprietary chat that can be activated in different Client properties.
The hosting of application components resides on AWS servers. The data centers used are located in Ireland. The Platform is provided in SaaS (“Software as a Service”) mode: all activities related to hosting, system and application maintenance, and evolutionary updates of the Platform (both minor and major releases), are fully covered by the license fees.