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Boston, MA /

Using Elastic to Power a Custom, Open-source Chatbot

Optum 1325 Boylston Street , Boston, ma 02215 (map)

Sneak peak into 6.x of the Elastic Stack

There are tons of exciting features on the horizon in 6.x and we want to share them with you! These include but are not limited to:

- Cross Cluster Replication for High Availability

- A new data presentation and visualization layer in Kibana called Canvas

- Support for creating rollup jobs and viewing rolled up data in Kibana

- New infrastructure monitoring and log viewer UI's

- A new multi-tenancy feature in Kibana called Spaces

Alex Francoeur is a member of the Product Management team and primarily focuses on Kibana. Prior to joining Elastic, he has spent nearly the last decade in the IT Ops and APM space. Alex lives in the Boston area and is passionate about data analytics, design and user experience

Using Elastic to Power a Custom, Open-source Chatbot

The Technology Support Center at UnitedHealth Group serves an enterprise with 250k+ employees, fielding high contact volume and addressing a myriad of technical concerns. The technologies it supports range from applications which power the broad array of Optum’s health services, to the enterprise software used in our employees’ day-to-day job functions. The TSC maintains a knowledge base full of resolutions to any and all issues its customers may encounter, and leverages an age-old third-party solution delivery system to share that knowledge with their call center analysts. As part of a major support reinvention initiative, my team was asked to build the TSC a chatbot – powered by the documents in this knowledge base, and informed by the growing open-source Rasa platform. We took on the challenge, and turned to Elastic for all the help we could get – discovering along the way just what it takes to build a scalable, effective chatbot with the help of a robust search solution.

John P DeLorenzo, is a Manager in Software Engineering for Optum’s Software Development and Support Services organization. A graduate of Boston College, John has worked at Optum for the past 4 years, gaining knowledge in healthcare tech and Big Data/Analytics in that time. Working out of Optum’s Fenway, Boston location, John currently leads a team tasked with bringing innovation and modernization to legacy systems enterprise-wide.

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