Employing Chatbots30/08/2016

Employing Chatbots Why the Chatbot explosion?

• Messaging is THE most popular communication channel

• Simultaneous conversations in multiple channels

• Facebook Messenger has over 900 million users!

• EaaS/ IoT

• Advancement of NL and AI technologies

Employing Chatbots What is the role of NLP?

Automation

User ExperienceTrust

Employee to Bot

Training

Employing Chatbots

Employing Chatbots

Taming the Bot • NLP has come a long way but its not 100% perfect

• Always have back up, start with NLP will fail

• GIGO (Garbage in Garbage out)

Employing Chatbots Making The Bot Productive

• User Experience - should the bot behave separately to a human handling the same issue or query

• Linking with other services

• Context Awareness

• Multi channel, same bot should be able to handle different messaging platforms

Employing Chatbots

A bot to try & do everything or A team of specialised bots

Employing a Bot?

Customer Service User Case

Bob (accounting)Steve(support)

Brenda (sales)

Customer

Employing Chatbots

Know it all TREVOR

Employing Chatbots

Easy to understand

Easy to train

You can model this on a single business unit

Smoother Bot - Human Hybrid model

Easily adoptable

Trial and error without affecting the rest of the processes

Defined clear boundaries

Single Purpose BotsEmploying Chatbots

You have only one big bot to manage

One place of interaction

User experience will not vary

Same with single purpose model you start with one use case

Gradually increase bots responsibility

Multi Purpose BotEmploying Chatbots

How to get started:

Start simple - try Hello World! Choose the problem you want to solve Find a good NLP base Monitor usage between customers and employees Hook in to current workflows

Employing Chatbots

What is the Future ?

Employing Chatbots

More emphasis on sentiment

Semi supervised learning

Bot to Bot communicate

Bot discovery

Ontology specifications for bots

Employing Chatbots

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