Pere Galindo Tomàs

1. Xatbot e l’ad i istració
pública: una forma eficient
de comunicació
Pere Galindo Tomàs
#GovernDigital

2. 4 tendències en mobilitat
Messaging has surpassed social :
• 4.1 Billionusers instant messaging apps
• 6+ of Top 10 most used apps globally = messaging apps
• Is the top app an offers a familiar environment
• Here digital natives spend their time
By 2020, usto ers will a age 85% of their relationship
with the e terprise without i tera ti g with a hu a . Gart er
• 4mins+ is the average time saving per Chatbot enquiry
when compared with traditional call centers
• 40% As long as they can get help quickly and easily,
40% of o su ers do ’t are whether a Chat ot or a
person answers their customer service questions
(HubSpot)
• 47% of consumers are open to buying items through a
Chatbot and 37% would buy items from
Facebook(HubSpot)
We Are in a New World Where Conversational Interfaces Will
Replace the Most Common Interfaces on Computers and
Connected Devices
"Conversational AI-first" will supersede "cloud-first, mobile-
first" as the most important, high-level imperative for the
next 10 years. (Gartner 2017)
80%
the average number of times a person looks at
their mobile each day
% of Adults worldwide will have a smartphone
by 2020
150
87% % of People who always have their smartphone at
their side, day and nightMòbil com canal principal
Messaging com plataforma
Servei al client via xat
Creixement de Chatbots, AI i ML

3. Què és un chatbot?
Un bot conversacional és un programa que simula
mantenir una conversa amb un humà
Senzill(Task Oriented) Intel·ligent(Data Driven & Predictive)
Dues categories de Bots:

4. Facebook Messenger
Bots Demo
Oracle MetropoliMegaPizza Chatbot
Facebook Messenger
Bots Demo

5. Oracle Intelligent Bots: Components
Channel
Configurator
Dialog
Flow Execution
Enterprise
Data
Integration
Conversational
AI
Engine
Unified cross-channel
chat interface
between bots &
humans
Declarative bot builder
UI for bot flow
State machine that
executes context
driven workflows with
scoped variables
Active machine
learning algorithms
that identify
relationships and
extract insights from
unstructured data
SDK to consume
a ke d API’s that
satisfy human requests
via the bot
Custom

6. Casos d’us
• Bots per a empleats: Trobar continguts, RRHH (petició de vacances, nòmina), analítica, autoservei, despeses, gestió de
temps, CRM, vendes accés a altres aplicacions de negoci, helpdesk ...
• Oracle està incloent interfícies conversacionals en les aplicacions empresarials
Atenció al ciutadà Customer Care i
facturació
(Modificacions, Us)
Servet al client (Seat
assignment, flight
updates)
Business to Consumer (B2C)
Transaccional &
Servei al client
BANCASECTOR PUBLIC UTILITIES
TRANSPORT
(Airlines)
Business to Employee (B2E)
Servei al client
(Returns & FAQs)
RETAIL

7. Intelligent Bots Clients
CONSUMER UTILITY BOT
• Account Management
• Outages
• Billing & Payment
• Promotions
MEMBER RETAIL BOT
• Account Management
• Scheduling
• Vaccinations
• Store Information
AIRCRAFT MAINT. BOT
• Status
• Reports
• Resources
• Parts
STUDENT GUIDANCE BOT
• Built in 2 weeks
• Day 1: 2500 users
• Wait time phone only 1.5 min,
• 40 min last year
• 47% less calls• Banking Transactions
• Customer Service (FAQ)
• Foreign Travel (ATM)
• Credit Card Applications
CONSUMER BANKING BOT
INSURANCE BOT
• Account Management
• Quotes
• Claims
• Payment
CONSUMER BANKING BOT
• Banking Transactions
• Customer Service (FAQ)
CONSUMER SAFETY BOT
• Incident Management
• Status
• Notifications
CONSUMER RETAIL BOT
• Feedback and inquiries
• Installation requirements
• Product repair
• Account Mgmt.
EMPLOYEE HCM BOT
• Time Cards
• PTO
• Pick
STUDENT BANKING BOT
• Banking Transactions
• Customer Service (FAQ)
RESERVA DE RESTAURANTS
• Realitzar reserva
• Anul·lar reserva
• Veure localització
• Informació restaurants
CITA PREVIA

8. Exemple xatbot Sant Just
Xatbot servei cita prèvia

10. Bon dia

21. Definició del bot
Elements del xatbot

22. INTENCIÓUtterance
(Context)
INTENCIÓ ACCIÓUtterance
(Context)
canvi titularitat
Demanar Cita Previa
Pay for Pizza
obres reforma cuina
Entities
Conversació

25. Entitats del sistema Entitats personalitzades

30. Agafa l’o ada del canvi
ORGANITZA
COL·LABORA
#GovernDigital
Gràcies, ;-)
governdigital.cat
@GovernDigital