Bots are the New Apps: Building with the Bot Framework & Language Understanding
Building Bots that work - chatbotconference.nl€¦ · Building Bots that work April, 2018. Head of...
Transcript of Building Bots that work - chatbotconference.nl€¦ · Building Bots that work April, 2018. Head of...
Chatbot Conference - Utrecht
2018Building Bots that work
April, 2018
Head of Conversational UI +
Applied A.I. @Springbok Agency
Segment Marketing Manager +
Digital Transformation
Nice to
meet you!
Alexis Safarikas Bram Leunis
Introduction
Belgium’s leader in quality and service with the
full choice of features – bringing customers
instantly close to what matters
No frills offering for
customers looking for
the best prices
The Proximus Group telecom
operator in Luxembourg, offering
fixed and mobile products and
convergent services
ICT with a focus on corporate
and institutional customers in
the Netherlands and
Luxembourg
Best-in-class international
wholesale solutions for voice and
mobile data service providers
worldwide, with an expertise in
security and CPaaS solutions
Hello we are
Our ambition
Accelerating our transformation
towards a digital service
provider, delivering superior
customer experience
CUI is a solution to improve
customer experience while
reducing costs
Chatbots
are now
a reality
Smart assistants
will become a new channel
To enable CUI,
we look at the
whole picture
To move from POC
to factory, we need to
rethink our organization
Partnership models
New competencies
Rethink internal systems
Branding BOTS
with voice + tone
An IT framework for AI
Scalable - Reusable - Open
apps
capabilities
Chatbot
NLP
Smart assistant
Deep learning
Reco engine
..
.
Proximus
EnCo
Proximus IT systems
Big data
..
.
Sam & Titus video
Results thus far
+122%Webshop orders with
connectivity pack
Time saved per week
for customer support
+7 hours
Building a first POC
Approach for POC
Scope Personae Rich contentArchitectur
e
Setup Launch
&
Measure
Strategic
Scoping
(CUI
canvas)
Vision
User
User needs
Constraints
Revenue
Value
proposition
KPIs Ecosystem Data sources
Triggers Process
Cost
Conversational architecture
Conversational architecture
allesweter bij Proximus
5 jaar IT-consultant voor kleine bedrijven
psychologie, zijn interesseveld is groot dus een vrij algemene universitaire studie was ideaal voor Titus
computers uit elkaar halen en weer in elkaar steken, zijn hobby was altijd belangrijker dan zijn studies
hij en zijn vriendin zijn al samen sinds de middelbare school, 2 jaar geleden kregen ze Louis en het tweede kindje is onderweg
Beroep
Ervaring
Studies
Hobby
Familie
Personae definition
Kevin HartActor
Empathische humor, lacht vooral met
zichzelf en zijn figuur/postuur
Tegelijk is hij een enorme kracht als
comedian en fitnesser
Harde werker, makes it look effortless
To the point, snappy
No bullshit
TitusBot
Tone of voice
Bot builder
UI + Rich content
UI + Rich content
Impact
Making the business case
Prioritize use cases, channels, … on business value
FTE reduction
Reduced handling time
Additional sales
Lift in NPS
Licenses
Development cost
Integration cost
Maintenance
Engagement +
experience
User centric backlog
Self-service
24/7
What’s next
Scaling-up to
match business
goalsMore integrations :
Api’s & Customer data
Process automation
Increase volume :
More intents
More pages / channels
Chatbot
OptimisationA chatbot is never a finished product
How people think launching a bot works
How it actually works
Build Test Deploy
Metrics Monitoring NLP Training
Key optimisation tasks
Creative content UX/UI
CUI team
Service Designer
⊙ Ideate on customer needs
⊙ Facilitator
⊙ User testing & UX support
⊙ Align with the brand vision
CUI Lead Strategist
⊙ Product vision
⊙ Scoping
⊙ Team setup
⊙ Strong tech skills
Conversation architect
⊙ Conversational architecture
⊙ Measure & monitor
⊙ NLP training
⊙ User centric focus (support UX)
Conversational designer
⊙ UX review
⊙ UI design
Conversational Copywriter
⊙ Tone of voice & persona creation
⊙ Copy and content creation
⊙ Creative direction
Designer / Animator
⊙ Content design
⊙ GIF, Animations
⊙ Creative direction`
Front-end
⊙ Integrate
⊙ AnimationPRODUCTION
VISION
Product Owner
⊙ Internal alignment (political role)
⊙ Main decision maker (gatekeeper)
⊙ Lead the product vision
Springbok Proximus Both
2 weeks agile
sprints
Define
elements
of SPRINT
Testing and last
iterations
Release
1 2 3 4 5
Design and content
creation
Developments
(back + front-end)
The digital
transformation
impact
Thank you! Chat you later :)