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Schaalbaar succes met chat & voicebots: hoe richt je de organisatie in? - KPMG | Frankwatching Events

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Veel organisaties zijn goed op stoom met het implementeren van chat en voicebots, en beginnen de (on)mogelijkheden te ervaren. De uitrol over verschillende team, klantgroepen en use-cases zorgt regelmatig voor organisatorische problemen. Hoe kies je als bedrijf de juiste technologie en hoe kunnen bedrijven zich organiseren voor succes op schaal? Len beantwoordt tijdens zijn sessie deze vragen en geeft zijn toekomstvisie op de markt.

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Schaalbaar succes met chat & voicebots: hoe richt je de organisatie in? - KPMG | Frankwatching Events

  1. 1. Scalablesuccesswithchat& voicebots:howdoyouorganize yourorganisation? Len Debets KPMG Digital Office
  2. 2. Thewavesofchat&voicebots Wave1 B2B B2E Value in scale Value in efficiency Value in supply chain B2C Waves of Adaptation Business to Business (B2B) Business to Employees (B2E) Business to Consumers (B2C) Wave2Wave3 © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  3. 3. Weseealargeincreaseofdifferentuse-caseswithin organisations Finance Customer Service / Support Use-cases CIO / COO & Service Managers CFO & Finance Managers Marketing & Sales HR (Q&A, Training & Talent) Innovation Responsible group Key problem Challenges ROI CMO & Marketing Managers Innovation/Automati on Managers CHRO & HR Managers Risk & Regulatory Automation of existing service- / support operation A single source of truth Quality lead generation Speed & scalability of solutions Data management and support operation User-experience & capabilities Actual insights & access management Segmentation and lead scoring Governance and insights on ROI Capabilities and speed FTE reduction Faster decisions & quality increase Lead generation Project lead time & analytics Quality increase and employee satisfaction CFRO. Legal & Risk Managers Be compliant Amount of data and regulation complexity Not being in-default Facility Management COO & Facility Managers Asset optimization Data gathering & distribution Reduction in asset (maintenance) costs © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  4. 4. MaturitywithincompaniesiswidelyspreadAmountofchatbots Complexity Platform phaseMulti-case phasePoC phase Laggards & Late Majority • Focus to get PoC’s and test value of technology • Have limited experience with bots Early Majority • Focus to setup manage multiple bots and capabilities in the organisation • Have some experience with bots Innovators & Early Adopters • Have lots of experience • Utilize bots in multiple business lines Maturity © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  5. 5. Technologyisrapidlybecomingmorecomplex Real-timeresponsesDelayedresponses Phone Chat Mail WhatsApp Tone Analyzer Voice to Text Dialog Management Image Recognition Handoff Routing SMS Text to Voice Automated Responses Translate SMS Engine Web-Interface Phone Connector Mail Connector WA Business API Language Detection Translate Continues Process Improvements Tools Pattern Detection Client Systems Connections Intent Improvement Suggestions Automatic Answer Suggestions Sentiment Analyses Automatic Generated Triggers Custom Triggers Auto Generated Q&A Availability Prediction Intent Suggestions Key Phrase Extraction Intent & Entity Recognition Social Social Connectors Human Responses Alexa Platform Connect Other ….. © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  6. 6. Componentsneededforsuccess Trained team of experts The right technology components Roadmap based on organisationa l needs Performance Metrics Knowledge sharing Your Chat & Voicebot Strategy Tone of Voice / Branding Support Organisation Key Stakeholders Embedding in organisation Software does a large part, the rest is up-to your organisation © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  7. 7. Marketissaturatedwithvarioussolutions © 2019 KPMG Advisory N.V., all rights reserved. This overview is for informational purposes only. The overview is created without any representation or warranty whatsoever regarding the accuracy or completeness of the provided information. To file a complaint regarding the overview, or to request addition, removal or any other change concerning the overview please contact: smarttechsolutions@kpmg.nl.
  8. 8. Operationsandteamsareunderstress Alignment on Organisational Strategy Demand & Prioritization of Projects Implementation, Hosting & Support of Technology Data-driven Improvements Manage Integrations & Environments Reusability of Company Learnings Extend & Intergrade Existing and New Artificial Intelligence (AI) Capabilities Enterprise Security and Availability Monitoring Control on User access, Governance and Versioning Vendor & Tool selection Business&StrategyTechnology Employee Training on Capabilities Data Management Quality Assurance and Audits Attract & Retain (technical) Resources Infrastructure Management Delivery Methodology & Speed Performance Management Vendor Management Guidelines, Standards and Policies End-User Testing OperationalQualityandGovernance © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  9. 9. Createaplatformstrategyfromthestart Why is this important? • Development & support costs are rising with every new integration, improvement chatbot, use-case or technological component • Speed and go-to-market is curtailed due to custom development • Organisational learnings on and cross- team knowledge remains a challenge due to natural silo’s • Risk of technology lock-in, due to improper selection of tools and capabilities • Governance across use-cases becomes a burden for the organisation Costofownership Amount of chatbots Use-case approach Platform approach 1 2 3 4 5 1 2 3 4 5 6 7 8 9 Risk of missing out © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  10. 10. © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International. Platform Make use of the World’s Best Cognitive Engines & API’s Connect with Your Business Data Systems Interactions via Modern Voice and Text Channels Enable your business to create and maintain Drag & Drop Dashboards No-coding required Templates Re-usability of flows Techrequirementstoinclude
  11. 11. Wesupportsmall&largecompanieswith chat&voicebotsviaourplatform © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International.
  12. 12. Interestedtoknowmore? © 2019 KPMG Advisory N.V., registered with the trade register in the Netherlands under number 33263682, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved. The name KPMG and logo are registered trademarks of KPMG International. Scan QR code to get further up to speed on chat- & voicebots Feel free to contact us, about how to best set this up in your organisation Len Debets Debets.len@kpmg.nl +31 6 28 40 63 51

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