How Chatbots Can Transform Your Business
3 likes1,063 views
This document summarizes a webinar about how chatbots are transforming enterprises. The speaker, Aaron Wojton, is a consultant at Techedge Group with expertise in programming, Python, and SAP HANA. The webinar discusses how conversational AI platforms are becoming a major new computing paradigm and how chatbots are being adopted by many businesses and seeing increasing usage. Examples of enterprise chatbot use cases include retail, sales, customer service, and HR/travel/recruiting. The webinar then reviews the process of implementing an enterprise chatbot through design, development, training, and go-live phases.
How Chatbots Can Transform Your Business
- 1. Confidential - Do not duplicate or distribute without written permission from Techedge How Chatbots are Transforming Enterprises Webinar Aaron Wojton September 25, 2018
- 4. www.techedgegroup.com About the Speaker Aaron Wojton Consultant Aaron is a consultant at Techedge Group skilled in Object-Oriented Programming (OOP), Python, and SAP HANA. He is passionate about bringing artificial intelligence to enterprises to increase efficiency and drive better engagement with employees and customers. https://www.linkedin.com/in/amwojton/ aaron.wojton@techedgegroup.com
- 5. The paradigm shift “There is a big, disruptive platform paradigm shift coming now: Conversational AI Platforms (CAPs) CAPs will be likely the strongest instigator of investments that exploit AI for a decade or more. This encompasses more than chatbots, virtual assistants and messaging-based applications: the emergence of CAPs will stimulate significant growth in the exploitation of AI in general.” 1 By 2020, the average person will have more conversation with chatbots than with their spouse 1 1 https://www.gartner.com/doc/3463317/conversational-ai-shake-technical-business Mainframe 1960 1970 Minicomputer PCs 1980 2000 Internet Cloud 2002 2010 Mobile IoT 2014 Today Artificial Intelligence
- 6. Adoption Levels 80% of businesses will have chatbots by 2020 — Forrester 300k+ chatbots are already available in Facebook messenger (this number is constantly increasing) 47% of consumers would buy something from a chatbot according to HubSpot (2017) $8 billion are the expected business costs chatbots will cut by 2022 — Juniper Research © Copyright pngtree.com
- 7. Enterprise Chatbot Scenarios Retail Engage customers with real-time advice from personal shopper and advocate. Request status and receive alerts, purchase in a simple, message based engagement. Sales Manage leads, contacts, opportunities, get statuses, answer questions, and perform other time-consuming administrative sales tasks. Enterprise Application Routine tasks and cross-application workflows activities. Functional and technical tasks such as: reset SAP password, checking materials, job status, workflows and many other functional actions. HR, Travel & Recruiting Request documentation, PTO balance, update personal information. Update employee time report or submit travel expenses. Candidate pre-screening and new employee onboarding. Customer Service Submitting tickets for inquiries and requests with smart handoff. Search in knowledge base for known issues (FAQ). Self-service authentication management. © Copyright PresentationGO.com
- 9. Implementing a Chatbot OPPORTUNITIES TO SEIZE REDUCE SUPPORT COSTS ENABLING BOTS TO PERFORM REPETITIVE IT HELP DESK TASKS PROMPTLY REACT TO DISRUPTION OF YOUR ASSETS WITH IOT DEVICE CONTROL INCREASE SPEED AND QUALITY OF CUSTOMER SUPPORT WITH SELF-SERVICE BOTS REFOCUS YOUR VALUABLE TALENT ON CREATING BUSINESS VALUE IMPLEMENT BOTS WITH LACK OF HUMAN ESCALATION PROTOCOL LEVERAGE A PLATFORM WHICH DOESN’T SUPPORT ENTERPRISE SECURITY REQUIREMENTS SELECT A CHATBOT PLATFORM DISCONNECTED FROM EXISTING ECOSYSTEM DON’T CONSIDER USER TRAINING AS BIG COMPONENT OF CHANGE MANAGEMENT PITFALLS TO AVOID
- 10. Example Architecture Natural Language understanding Natural Language Generation IntegrationsChatbotFrontend Bot builder, NLP, Dialog Management, Machine Learning, SecurityChannel User Interface Rest API, External DB
- 11. Dialogflow agent example © Copyright dialogflow.com
- 12. Dialogflow User interfaces One-click integration Manual integration
- 13. Approach to Enterprise Chatbot 03 01 02 DESIGN CAPTURE REQUIREMENTS IN CONVERSATIONAL MAP – WEEK 1-2 GO-LIVE LAUNCH BOT AND ONGOING REFINING DEVELOPMENT CONFIGURE PLATFORM AND INTEGRATIONS, DEFINE INTENTS AND TEST API CONNECTIVITY – WEEK 2-5 © Copyright PresentationGO.com 04 TRAINING TRAIN BOT, TEST USE CASES AND PERFORM UAT - WEEK 5-8
- 14. Chatbots in action IOT INTEGRATION • CONTROL AND MONITOR IOT DEVICES ON SAP CLOUD PLATFORM • RECEIVE ALERTS FROM IOT DEVICES AND SUBMIT INCIDENT IN SERVICENOW CUSTOMER SERVICE • ISSUE MANAGEMENT: SUBMIT, UPDATE AND CLOSE INCIDENTS AND SERVICE REQUESTS • INTELLIGENT SEARCH: PROVIDING CONTEXTUALLY RELEVANT INFORMATION FROM A KNOWLEDGE BASE ENTERPRISE APPLICATION • SELF-SERVICE PASSWORD RESET FOR ERP AND S/4 • INVENTORY AND MATERIAL MANAGEMENT
- 15. 15 LIVE DEMO
- 16. Questions?