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Chatbots : use, benefits and key success factors


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Chatbots, intelligent conversational agents, are transforming customer service. How does a chatbot work? For what use? What benefits for the the user and the brand? What are the key success factors ? What are the different stages for a bot deployment project ? How does the Do You Dream Up technology works?

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Chatbots : use, benefits and key success factors

  1. 1. 1 Do You Dream Up – Présentation 2015 <<< CHATBOTS
  2. 2. 2 INDEX Introduction to chatbot Solution Key success factors Project Do You Dream Up
  4. 4. 44 Whats is a chatbot? A chatter robot (chatbot) is a type of conversational agent, a computer program designed to simulate an intelligent conversation with one or more human users in natural language via auditory or textual methods. (Wikipedia) In short, chatbots are virtual assistant programmed to automatically answer users requests #virtual assistant #virtual agent #bot 4
  5. 5. 55 How does it work? User makes a request Request analyzed by artificial intelligence User info taken into account (history, preferences…) Real time response Conversational strategy Interactions personalization … #virtual assistant #virtual agent #bot
  6. 6. 66 For what use? Customer support User account information Order tracking and delivery Product technical support Incident report Sale and advice Make an order, reservation Ask for personalized advices Internal support Helpdesk (office applications, etc) HR (leave balances, etc) Practical services (room booking…)
  7. 7. 77 Benefits 1/2 User satisfaction Immediate answers Available 24/7 90% correct answers Personalized answers Customer autonomy Innovative customer service Customer service enhancement Quality and detail of responses Multi-channel consistency Relieve congestion in contact centers = more free time for value added questions Valorisation of advisers Knowledge centralization
  8. 8. 88 Benefits 2/2 Simplify employees life Enhance productivity and operational effectiveness Staff retention Decrease calls and e-mails to support service Resources reallocation on value added tasks
  9. 9. 9 SOLUTION 9
  10. 10. 1010 CHATBOT BY DO YOU DREAM UP Real time responses to all recurring questions Available 24/7 Conversational intelligence, digression management, personalization Web, mobile, messenging applications implementation Intuitive back-end & statistics Knowledge base with self-learning + 40 million automated conversations in 2015 > 50 bots created since 2011 +90% responses #SAV #ECOMMERCE # HELPDESK & HR
  12. 12. 12 TECHNOLOGY Comparative Table * Source : Etude Forrester 2014 COMPARATIVE TABLE ADVANTAGES DISADVANTAGES SYNTACTIC ANALYSIS Precise comprehension of the sentence Rare misunderstandings Complex configuration of the knowledge base The written sentence should be gramatically correct for the system to understand (less than 50% of questions asked to a virtual assistant) High CPU and memory costs Necessary adjustments for each language’s grammar MATCHING KEYWORDS Easy to set up Fast and cheap algorythm Lots of misunderstandings Exclusive rules may be complex to establish DISTANCE CALCULATION Precise comprehension of the sentence Rare misunderstandings Fast algorythm, cheap in memory and CPU resources Doesn’t need a grammatically correct sentence for the system to understand Algorythm available for every language, adding the related dictionnary to the language chosen Learning period is necessary for the first internet users’ questions in order to fill all formulation groups
  13. 13. 13 TECHNOLOGY Examples * Source : Etude Forrester 2014 EXAMPLES INTERNET USER SENTENCE SYNTACTIC ANALYSIS KEYWORDS MATCHING DISTANCE CALCULATION I’m looking for a credit card I’m looking for my credit card Distinction is possible Distinction is not possible, keywords are looking for and credit card Distinction is possible I want to travel, anywhere except Australia The system will not provide results with Australia The system will only provide results with Australia Knowledge base will have to be configured to understand this particular case How much per month does it cost? Question is grammatically incorrect, system will not understand System will identify month and cost and provide the correct answer Distance calculation will provide the correct answer when matching the question to the knowledge “How much does it cost per month? »
  14. 14. 1414 Multi-platform 1/2 Desktop & mobile Multi-channel consistency Responsive and/or native (iOS, Android) High increase in mobile use
  15. 15. 1515 Multi-platform 2/2 Messenging No application to download for the user A seemless experience in a messenging application the user already knows Large target (1 billion Messenger users)
  16. 16. 1616 UI variation Brand chatbox Brand chatbox with avatar Search bar + top questions Messenging chat box
  17. 17. 1717 Key features Response as a text, image, side bar with video, PDF Consultation spaces: for the same question, provide a different answer according to the user profile Decision trees: seek clarification with the user in order to refine the answer Personalized responses if connected to user info (CRM…) Example : date of withdrawal of the next invoice Customizable satisfaction survey Live chat or video chat escalation on user demand, after XX misunderstood questions, insatisfaction Analysis and statistics in the back-end 9 languages supported natively Plug & play connection to webservices
  18. 18. 1818 Back-end : a collaborative tool Knowledge base gathering all questions and answers. No technical skills needed. Can be managed by marketing, customer service, business teams, etc Knowledge import possible from an Excel, XML file Knowledge base delivered with general and social questions User right management for validation workflows Dashboard with KPIs (number of conversations, evolution, alerts, user satisfaction, etc) Self-learning : conversation reading and automatic enhancement suggestions Statistics and detailed reporting by topic, knowledge, consultation space, interaction, user data, etc
  19. 19. 1919 Intuitive back-end
  20. 20. 20 KEY SUCCESS FACTORS 20
  21. 21. 21 To make this project a success : Define the targeted platforms based on the users’ need (web, mobile, messaging) Validate the knowledge base scope Simplify knowledge access for users and provide precise answers Make user tests with a pilot group RECOMMENDATIONS Adjust the knowledge base after the tests in order to improve performance Be reactive for knowledge update (new offers…) Read users requests in order to understand their needs Follow statistics and take users comments into consideration
  22. 22. 22 PROJECT 22
  23. 23. 23 Kick off meeting Chatbot presentation and contribution methodology Identification of department experts, definition of rereading body and knowledge validation Website user analysis : strong/weak points, analysis of pages traffic in order to identify pages/informations most frequently visited Project LAUNCH Knowledge base scope definition Awareness of technical environment Sending standard documents: planning, technical integration, security 01 LAUNCH
  24. 24. 24 02 DESIGN & TECHNICAL INTEGRATION Design proposition for the chat box and search bar Design integration Proposition and configuration of search bar messages and parameters Technical integration Project DESIGN AND TECHNICAL INTEGRATION 24 Objective : offer the best user experience with an intuive interface
  25. 25. 25 Introduction to knowledge base and mastering the key features: knowledge, decision treee, wording groups… Best practices to provide qualitative and precise answers Mastering monitoring tools: analysis and statistics interpretation and optimum reading of conversations to improve satisfaction Project TRAINING 03 TRAINING
  26. 26. 26 Definition of users list, rights and configuration Preparing topics list, formulation groups and decision trees Importing existing knowledge Optimising knowledge in the back-end Translating knowledge if necessary Project KNOWLEDGE BASE Multilingual 04 KNOWLEDGE BASE PREPARATION
  27. 27. 27 Follow a testing plan for the functional, design and technical testing Simulation and conversations analysis in validation environment Knowledge base adjustment (wordings enrichment after simulation…) Project FUNCTIONAL AND TECHNICAL TESTING 05 TESTING
  28. 28. 28 DO YOU DREAM UP 28
  29. 29. 29 DO YOU DREAM UP Customer relationship and helpdesk software publisher Company formed in 2009 7 years of R&D SaaS DO YOU DREAM UP Paris DO YOU DREAM UP Bordeaux Multilingual Multidevice
  30. 30. 3030 SERVICES A full service offering CONSULTING & STRATEGY Preliminary study Objectives and KPI definition TRAINING Requirements Supervisors and agents training PROJECT MANAGEMENT Build knowledge base Set up targeting rules USER EXPERIENCE Chat box and FAQ design FOLLOW-UP AND EVOLUTIONS Support Quarterly audit Knowledge base evolution
  31. 31. 31 REFERENCES
  32. 32. 32 CONTACT CYRIL TEXIER Co-founder +33 (0)1 84 17 52 75