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Augmenting customer services with chatbots

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Augmenting customer services with chatbots
Part of Nightingale HQ's #AIFightsBack seminars
Watch on youtube: https://youtu.be/8uW3QC-JAvY

Presented by Steph Locke, CEO @ Nightingale HQ
T: https://twitter.com/theStephLocke

What are chatbots?
> Bots are the new apps. People to-people conversations, people-to-digital assistants, people-to-bots, and even digital assistants-to-bots. That’s the world you’re going to get to see in the years to come. [Satya Nadella, quoted in USA Today]

The distinction between terms
App = A Graphical User Interface to perform tasks
Digital Assistant = A Speech User Interface to perform tasks
Bot = A Text User Interface to perform tasks

Chatbot usecases aka When is a chatbot appropriate?
- Knowledge queries
- Text(ish) interfaces to apps
- Middle tier between apps and voice

Live demo (hosted until mid-May 2020): https://nightingalehq.ai/bot-demo

General use case
- Organisation: WHO
- Who: Viber
- Action: Create an information and basic symptom checking bot
- Result: Multi-lingual COVID-19 information myth busting

E-commerce use case
- Company: Letterbox Lab
- Who: Mia, our data science apprentice
- Action: Set up a bot using Chatfuel to integrate in the company’s Facebook page
- Result: An extra sale from Facebook in the first day

Successful bot projects aka How do you make a bot?
- Address demand
- Start small
- Conversational design

Recommended technologies aka What software do I need for bots?
- Microsoft Bot Framework
- AWS Lex
- Chatfuel

Conclusion aka What should I do next?
Use cases
- Inform
- Act
- Integrate
The process

Resources
7 Quick-win AI Projects paper
Our Chatfuel How To post
Getting started with bots
Conversation design

Published in: Business
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Augmenting customer services with chatbots

  1. 1. Your business. Your people. Safe and productive. AI Ready. Augmenting customer services with chatbots #AIFightsBack seminars
  2. 2. CEO @ Nightingale HQ Data Science background Author Microsoft Data Platform & Artificial Intelligence MVP T: @theStephLocke Li: /stephanielocke Steph Locke
  3. 3. Chatbots What are chatbots?
  4. 4. Bots are the new apps. People to-people conversations, people- to-digital assistants, people-to-bots, and even digital assistants-to-bots. That’s the world you’re going to get to see in the years to come. Satya Nadella, quoted in USA Today
  5. 5. App A Graphical User Interface to perform tasks Digital Assistant A Speech User Interface to perform tasks Bot A Text User Interface to perform tasks The distinction between terms
  6. 6. Apps UI Business Logic Data
  7. 7. Digital assistants Audio Speech to text Natural Language Processing Skills / Bots The AI components
  8. 8. Bots Text Natural Language Processing Business logic / APIs The AI component
  9. 9. The connected experience Use app to browse products Use the bot to ask questions about a product Set a reminder to buy a product Buy a product Request return label Review products
  10. 10. Chatbot usecases When is a chatbot appropriate?
  11. 11. Knowledge queries Frequently asked questions Contextual questions Status updates
  12. 12. FAQ Bot Nightingalehq.ai/bot-demo
  13. 13. Nightingale HQ FAQ Bot demo
  14. 14. Text(ish) interfaces to apps Productivity tools Form alternatives Workflows Push notifications
  15. 15. General use case • Organisation: WHO • Who: Viber • Action: Create an information and basic symptom checking bot • Result: Multi-lingual COVID-19 information myth busting
  16. 16. Multi-purpose Bot Nightingalehq.ai/bot-demo
  17. 17. Nightingale HQ Health Bot demo
  18. 18. E-commerce use case • Company: Letterbox Lab • Who: Mia, our data science apprentice • Action: Set up a bot using Chatfuel to integrate in the company’s Facebook page • Result: An extra sale from Facebook in the first day
  19. 19. Middle tier between apps and voice Smart speakers Voice interactions Predefined routes for app integrations Graceful fallback
  20. 20. Contact Centre use case AWS Lex
  21. 21. Successful bot projects How do you make a bot?
  22. 22. Address demand Where is the demand? Who is most impacted? What is most helpful – information or action?
  23. 23. Start small Pilot use case Instrumentation for insight Expand gradually
  24. 24. Conversational design Conversational UI: VUI and chatbots
  25. 25. Recommended technologies What software do I need for bots?
  26. 26. Microsoft Bot Framework
  27. 27. AWS Lex
  28. 28. Chatfuel Our How To post
  29. 29. Conclusion What should I do next?
  30. 30. Inform Act Integrate Use cases
  31. 31. The process Demand Goal Bot or what? Info or action? Internal skills Compliance Technology Conversation design Workflow Prototype Iterate Scale
  32. 32. Resources • 7 Quick-win AI Projects paper • Our Chatfuel How To post • Getting started with bots • Conversation design • Technologies: • Microsoft Bot Framework • AWS Lex • Chatfuel
  33. 33. AI Direct AI is both a risk and an opportunity for your company. Our practical manager’s toolkit will help you develop an AI strategy that aligns with your business objectives. AI Learn Build core AI competencies inhouse and across-functions with our accelerated training. We deliver a range of online and in-class masterclasses and bootcamps. AI Connect Engage with world class data science practitioners to help you deliver AI projects. We take the pain out of contract management and finding the right expertise. Your business. Your people. AI Ready. Nightingale HQ helps businesses develop their strategy, culture and skills for successful AI adoption. NightingaleHQ.ai nightingale-hq nightingalehqai nightingalehq
  34. 34. nightingalehq.eventbrite.com

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