Designing Useful Workplace Chatbots – Dos and Don’ts

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SPEAKER

Tony Lucas

Co-Founder and CEO Converse.ai

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Agenda

•  Why are we talking about Workplace bots •  Discuss X bot design considerations

•  The bot persona •  One Bot or many bots •  Open or closed conversations •  Failing and escalation •  Integration •  Bot roll out •  Proactive bots •  Channels

•  Q&A

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Why Are We Talking About Workplace Chatbots?

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Why Are We Talking About Workplace Bots?

Workplace Bot Design Considerations

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The Bot Persona

•  Bot or human or both •  Small talk or straight to the point •  Should the bot have a personality/

brand?

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One Bot vs. Many

One all-purpose bot Or The specialist bot

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Closed or Open Conversations

•  Open-ended questions •  Workflows •  Text versus buttons •  Handling rich media

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Failing and Escalation

•  What if the conversation fails? •  Should we bring in the

humans?

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Integration

•  Should you integrate bots into other systems?

•  Risks •  Security •  Technical Needs •  Timescales

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Bot Roll Out

•  The bot will not roll out itself •  How to ensure successful

rollout? •  Pilot •  Go big or go home •  Tasks to consider and

order of tasks

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Proactive Bots

•  How can proactive bots be useful? Harmful?

•  Use cases •  Surveys •  Training •  … •  …

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Channels

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Questions

Tony Lucas

Co-Founder and CEO Converse.ai

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EnablingyoutomaximiseConversationalWork6lowthroughbots

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www.converse.ai@converse_ai

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