Outcome Oriented Chatbots
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The document discusses the growing use and capabilities of chatbots and virtual assistants. It notes that chatbots are becoming a key access channel for customer service, with Gartner predicting 25% of customer service will be via bots by 2020. The document then draws parallels to the rise of websites in the 1990s, and how chatbot development skills are becoming more widespread. It emphasizes that chatbots should be designed with user needs and expectations in mind. The remainder discusses tools for developing more advanced chatbots with capabilities like disambiguation, digressions, and integrating images and backend data.
Outcome Oriented Chatbots
- 1. Outcome Oriented Chatbots XXXXX by David Patterson KnowNow Information
- 2. Intelligent Assistants • Chatbots and virtual assistants are proving to be much more than just a fad - they have quickly become a key access channel where immediacy is of value. • Gartner predicted 25% of all customer service interactions will be via bot by 2020. • Salesforce says 69% of people prefer to use chatbots for quick interactions.
- 3. A useful comparison • When the internet rose to prominence in the mid 90’s most companies wanted a website. • Over time, the skills to build a website became more prevalent. Eventually, anyone could build one. • Quickly it became obvious that the key skill was how to communicate. Not so easy to get right.
- 4. History repeating… • Intelligent Assistant technology is improving. • The key IT providers are on board, Google, IBM, Microsoft. • The software development skills required to build a simple bot are much reduced.
- 5. History repeating… • Intelligent Assistant technology is improving. • The key IT providers are on board, Google, IBM, Microsoft. • The software development skills required to build a simple bot are much reduced.
- 6. “The key is to design your assistants with your users in mind. How do they expect to communicate and what do they need to achieve? ”
- 7. User Expectations • Resolve my query • Understand me • Be relevant to my questions • Show me images • Don’t repeat yourself • Clarify my meaning if necessary
- 8. Expect more • A chatbot doesn’t just replicate a FAQ document • A chatbot should interface with back end where necessary to provide immediate answers • Combine different bots or skills into a single assistant • Users should feel comfortable. No ‘uncanny valley’.
- 9. Our Development Ecosystem Development Tools Developers 3rd Party Tools Deployment Conversation Director KnowNow InformationIBM Skore Watson Assistant Google Assistant VerticlyTectonic UK/GreeceUK/Philippines KnowNow UK EscalateAI Automated Human Handover EnvolveIT Predict marketing opportunities THCO Your IT TeamLocal Government systems KnowNow
- 10. The Conversation Director • Establish a common language and capture user interaction • Evaluate how machine interaction will differ from human to human • Generate insight and design a project to deliver end to end capability • Work with partner ecosystem to deliver the required bot. Embed and optimise. • 1 day workshop, 1 week turnaround with business process capture and project plan- £5,000 plus VAT and travel.
- 11. Directing Conversation • Preselected options represented as buttons • Used to enable the user to make a decision or to confirm understanding • Can be simple yes/no or totally user-definable
- 12. Adding images • Integration of images as your response to the user • Use an image to quickly convey meaning to your user • You can demonstrate areas of the screen you want the user to read or click • Use gifs to give your bot personality
- 13. Disambiguation • Your assistant might be confident that two or more dialog modes match the user’s goal but needs help deciding which one to follow. • Disambiguation allows your assistant to ask your user for clarification by listing the purpose of each node and asking the user to select the right one. • You can select the text you want the assistant to say to your user.
- 14. DIGRESSIONS • Sometimes the user will start another line of enquiry while the bot is within a specific intent’s dialog • Digressions enable the bot to leave one dialog to answer the new question/intent • You can return to the initial dialog if appropriate
- 15. Getting Started • Map out your existing customer processes • Find the gaps and opportunities • Set realistic goals • Define your purpose!
- 16. David Patterson Conversation Director KnowNow Information david.patterson@kn-i.com 07738 310999