Augmenting customer services with chatbots

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Augmenting customer services with chatbots Part of Nightingale HQ's #AIFightsBack seminars Watch on youtube: https://youtu.be/8uW3QC-JAvY Presented by Steph Locke, CEO @ Nightingale HQ T: https://twitter.com/theStephLocke What are chatbots? > Bots are the new apps. People to-people conversations, people-to-digital assistants, people-to-bots, and even digital assistants-to-bots. That’s the world you’re going to get to see in the years to come. [Satya Nadella, quoted in USA Today] The distinction between terms App = A Graphical User Interface to perform tasks Digital Assistant = A Speech User Interface to perform tasks Bot = A Text User Interface to perform tasks Chatbot usecases aka When is a chatbot appropriate? - Knowledge queries - Text(ish) interfaces to apps - Middle tier between apps and voice Live demo (hosted until mid-May 2020): https://nightingalehq.ai/bot-demo General use case - Organisation: WHO - Who: Viber - Action: Create an information and basic symptom checking bot - Result: Multi-lingual COVID-19 information myth busting E-commerce use case - Company: Letterbox Lab - Who: Mia, our data science apprentice - Action: Set up a bot using Chatfuel to integrate in the company’s Facebook page - Result: An extra sale from Facebook in the first day Successful bot projects aka How do you make a bot? - Address demand - Start small - Conversational design Recommended technologies aka What software do I need for bots? - Microsoft Bot Framework - AWS Lex - Chatfuel Conclusion aka What should I do next? Use cases - Inform - Act - Integrate The process Resources 7 Quick-win AI Projects paper Our Chatfuel How To post Getting started with bots Conversation design

Business

CEO @ Nightingale
HQ
Data Science background
Author
Microsoft Data Platform &
Artificial Intelligence MVP
T: @theStephLocke
Li: /stephanielocke
Steph Locke

Bots are the new apps.
People to-people conversations, people-
to-digital assistants, people-to-bots, and
even digital assistants-to-bots.
That’s the world you’re going to get to
see in the years to come.
Satya Nadella, quoted in USA Today

App
A Graphical User
Interface to perform
tasks
Digital
Assistant
A Speech User
Interface to perform
tasks
Bot
A Text User
Interface to perform
tasks
The distinction between terms

Digital assistants
Audio
Speech to
text
Natural Language
Processing
Skills / Bots
The AI
components

Bots
Text
Natural
Language
Processing
Business logic / APIs
The AI
component

The connected experience
Use app to
browse products
Use the bot to
ask questions
about a product
Set a reminder
to buy a product
Buy a product
Request
return
label
Review
products

Chatbot usecases
When is a chatbot appropriate?

Knowledge queries
Frequently asked questions
Contextual questions
Status updates

Text(ish) interfaces to apps
Productivity tools
Form alternatives
Workflows
Push notifications

General use case
• Organisation: WHO
• Who: Viber
• Action: Create an information
and basic symptom checking bot
• Result: Multi-lingual COVID-19
information myth busting

Multi-purpose Bot
Nightingalehq.ai/bot-demo

E-commerce use case
• Company: Letterbox Lab
• Who: Mia, our data science
apprentice
• Action: Set up a bot using
Chatfuel to integrate in the
company’s Facebook page
• Result: An extra sale from
Facebook in the first day

Middle tier between apps and
voice
Smart speakers
Voice interactions
Predefined routes for app integrations
Graceful fallback

Successful bot projects
How do you make a bot?

Address demand
Where is the demand? Who is most impacted? What is most helpful –
information or action?

Start small
Pilot use case
Instrumentation for insight
Expand gradually

Conversational design
Conversational UI: VUI and chatbots

Recommended technologies
What software do I need for bots?

The process
Demand
Goal
Bot or what?
Info or
action?
Internal skills
Compliance
Technology
Conversation
design
Workflow
Prototype
Iterate
Scale

Resources
• 7 Quick-win AI Projects paper
• Our Chatfuel How To post
• Getting started with bots
• Conversation design
• Technologies:
• Microsoft Bot Framework
• AWS Lex
• Chatfuel

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Some HCL environments are not utilized to their full extent, and that is unfortunate. If only specific modules (such as Files or Activities) are used in HCL Connections, it is not perceived and experienced as the Enterprise Social Network it truly is. If Sametime is only used for internal chat, you are missing out on integrating tailor-styled web-meeting facilities into your key processes. If an HCL Notes application is not accessible via the web, fewer users will be able to find it. Kick-start your HCL environment with three business cases that are low-hanging fruit. All you need is some (re)thinking and user adoption!

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Augmenting customer services with chatbots

1. Your business. Your people. Safe and productive. AI Ready. Augmenting customer services with chatbots #AIFightsBack seminars

2. CEO @ Nightingale HQ Data Science background Author Microsoft Data Platform & Artificial Intelligence MVP T: @theStephLocke Li: /stephanielocke Steph Locke

4. Chatbots What are chatbots?

5. Bots are the new apps. People to-people conversations, people- to-digital assistants, people-to-bots, and even digital assistants-to-bots. That’s the world you’re going to get to see in the years to come. Satya Nadella, quoted in USA Today

6. App A Graphical User Interface to perform tasks Digital Assistant A Speech User Interface to perform tasks Bot A Text User Interface to perform tasks The distinction between terms

7. Apps UI Business Logic Data

8. Digital assistants Audio Speech to text Natural Language Processing Skills / Bots The AI components

9. Bots Text Natural Language Processing Business logic / APIs The AI component

10. The connected experience Use app to browse products Use the bot to ask questions about a product Set a reminder to buy a product Buy a product Request return label Review products

11. Chatbot usecases When is a chatbot appropriate?

12. Knowledge queries Frequently asked questions Contextual questions Status updates

13. FAQ Bot Nightingalehq.ai/bot-demo

14. Nightingale HQ FAQ Bot demo

15. Text(ish) interfaces to apps Productivity tools Form alternatives Workflows Push notifications

16. General use case • Organisation: WHO • Who: Viber • Action: Create an information and basic symptom checking bot • Result: Multi-lingual COVID-19 information myth busting

17. Multi-purpose Bot Nightingalehq.ai/bot-demo

18. Nightingale HQ Health Bot demo

19. E-commerce use case • Company: Letterbox Lab • Who: Mia, our data science apprentice • Action: Set up a bot using Chatfuel to integrate in the company’s Facebook page • Result: An extra sale from Facebook in the first day

20. Middle tier between apps and voice Smart speakers Voice interactions Predefined routes for app integrations Graceful fallback

21. Contact Centre use case AWS Lex

22. Successful bot projects How do you make a bot?

23. Address demand Where is the demand? Who is most impacted? What is most helpful – information or action?

24. Start small Pilot use case Instrumentation for insight Expand gradually

25. Conversational design Conversational UI: VUI and chatbots

26. Recommended technologies What software do I need for bots?

27. Microsoft Bot Framework

28. AWS Lex

29. Chatfuel Our How To post

30. Conclusion What should I do next?

31. Inform Act Integrate Use cases

32. The process Demand Goal Bot or what? Info or action? Internal skills Compliance Technology Conversation design Workflow Prototype Iterate Scale

33. Resources • 7 Quick-win AI Projects paper • Our Chatfuel How To post • Getting started with bots • Conversation design • Technologies: • Microsoft Bot Framework • AWS Lex • Chatfuel

34. AI Direct AI is both a risk and an opportunity for your company. Our practical manager’s toolkit will help you develop an AI strategy that aligns with your business objectives. AI Learn Build core AI competencies inhouse and across-functions with our accelerated training. We deliver a range of online and in-class masterclasses and bootcamps. AI Connect Engage with world class data science practitioners to help you deliver AI projects. We take the pain out of contract management and finding the right expertise. Your business. Your people. AI Ready. Nightingale HQ helps businesses develop their strategy, culture and skills for successful AI adoption. NightingaleHQ.ai nightingale-hq nightingalehqai nightingalehq

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