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Will your Intranet be replaced
with a (Chat) Bot?
Online Meeting
12.04.2018, 13:30-14:30
Advatera
www.advatera.com www.rethinkdigital.ch
Your hosts
2
Thomas Maeder
Consultant, Experience Designer
& agile Project Manager
thomas.maeder@rethinkdigital.ch
Jonathan Sejnoha
Digital Experience Manager
jonathan.sejnoha@swisscom.com
About rethink digital
3
rethink your digital employee experience.
Consulting, Experience Design
& agile Project Management for
● Intranets & Digital Communication
● Employee Portals
● Social Collaboration
● Digital Workplace
● Employee Experience
Thomas Maeder
thomas.maeder@rethinkdigital.ch
www.rethinkdigital.ch
Agenda
1. Types of bots and basic understanding
of machine learning / AI.
2. What can a (chat) bot do for us
in internal communications and process
automation?
3. How to start a (chat) bot project?
Short case study of the Swisscom intranet chat
bot proof of concept.
4
Agenda
1. Types of bots and basic understanding
of machine learning / AI.
5
Basic understanding
of machine learning / AI (a non-scientifc introduction)
Machine Learning and Artifical Intelligence
is already here. Think about….
6
Google Image Search
7
Bing Translator
8
LinkedIn People you may know
9
Twitter Bots
10
Apple Siri, Amazon Alexa
11
Basic understanding
of machine learning / AI (a non-scientifc introduction)
Machine Learning and Artifical Intelligence
is already here. Think about….
12
Microsoft Azure Cognitive Services
13
Amazon Machine Learning Services
14
Google Cloud AI Services
15
Basic understanding
of machine learning / AI (a non-scientifc introduction)
What is machine learning?
What is AI?
What is a Bot?
What is a Chat Bot?
16
What is Machine Learning?
17
Machines learn
by analyzing big data,
algorithmen and constant
training.
Machine learning is mainly
statistics.
Machine learning is a way
of achieving AI.
How does a human learn?
Through observation, association and training.
What is Artificial Intelligence?
Artificial Intelligence is the broader concept of machines
being able to carry out tasks in a way that we would consider
“smart”, tasks that are characteristic of human intelligence.
18
What is a Bot?
An application that performs
one or more automated tasks,
triggered by an event.
Bots automate tasks you would
usually do on your own.
19
What is a Chat Bot?
An application that performs one
or more automated tasks …
and uses conversations as user
interface (conversational UI).
Chat bots simulate a
conversation.
20
Bot Architecture
21
Agenda
2. What can a (chat) bot do for us
in internal communications and process
automation?
22
Bots and AI in the
2018 Step Two Digital Workplace Radar
23
Artificial intelligence
"…it’s uncertain how it will affect daily
work and the design of the digital
workplace."
Bots
"This is the hottest topic in the
enterprise space. Leading organisations
have already launched beta solutions,
which are being used to better
understand staff needs and modes of
interaction. However, customers and
vendors alike are discovering that
designing for conversational interfaces is
at least as complex as for traditional
systems. "
Bots in the Digital Workplace are
already here. Think about…
24
Types of Bots
Like for robots in the physical world, there is an incredible diversity of bots in
the digital world. To simplify, it's helpful to consider 2 types of bots (of course,
many bots combine both, which is what makes them particularly powerful):
Bots for conversation
The ability to ‘chat’ with something, rather than just clicking buttons, is very
powerful. It allows information to be explored and uncovered, in the same way
we naturally do when talking to a person.
Bots for integration and automation
Organisations are packed with different systems, most of which have been run as
stand-alone silos. Bots provide lightweight ways of coding new integrations
between systems, to perform useful tasks.
25
Bots and the Digital Workplace
26
DWP User Experience
Home Screen/DashboardHome Screen/Dashboard
Employee
Communication
Managed
Content
Social
Collaboration
Daily Work
Transactions
Find, Ask & Discover
(Chat) bot use cases in internal
communications and process automation?
• What’s my leave balance?
• When do I get paid next?
• Book me a holiday for …
• What meeting rooms are available now?
• Book a meeting room for 10:30 on Thursday.
• Who has expertise in … ?
• Who is in charge of …?
• Find the expenses form.
• What does this acronym mean?
• What’s happening today?
• What’s on for tomorrow?
• Phone Bob.
• When is Bob next available for a meeting?
• What are the current loan rates?
• How do I use the stapling feature of the
photocopier?
• … 27
Any employee
(Chat) bot use cases in internal
communications and process automation?
• Give me the facts for client …
• Tell me the recent sales for client …
• Set up a new client for …
• Find me a parking spot.
• Find me petrol/a hotel/a print shop.
• Recommend a lunch location.
• Tell the client that I’m close.
• Give me the traffic alerts.
• Find me the best order for today’s visits.
• Share this presentation with the client.
• Add a reminder for one week.
• Check the stock levels of …
• Register a new sale.
• Record the mileage for this trip.
• How are my sales targets?
• Tell me the latest intranet news.
• What do I need to approve?
• … 28
Salesperson
Agenda
3. How to start a (chat) bot project?
Short case study of the Swisscom intranet
chat bot proof of concept.
29
How to start a (chat) bot project?
1. Scope & Setup
2. User Journeys, Conversation Flows
3. Bot Personality/UX
4. Content Sources, Content
Management
5. Implementation
6. Training & Testing
30
1. Scope & Setup – start with a PoC
31
2. User Journeys, Conversation Flows
32
3. Bot Personality/UX
33
4. Content Sources – use what's there and
complement what's missing
34
5. Implementation – don't start from scratch,
use a bot framework
35
6. Testing & Training
36
Swisscom chat bot proof of concept
Demo use cases
1. Bot channels/clients: Skype for Business vs Web client
2. Find me an expert? (content source = employee profile)
3. What's the lunch menu today? (content source = external
staff restaurant provider)
4. Bot personality 1
5. FAQ How can I update my out of office reply?
(content source = faq)
6. Bot personality 2
7. Bot training LUIS
8. Bot usage dashboard
37
• Define your scope and user journeys
• Form 1 interdisciplinary team (Content, UX, Technology)
that works closely and agile together
• Craft a bot personality
• Get external know-how for a quick start (Hackathon)
• Conversations flow are very important and challenging
• Bot needs to be trained, enough data and testing is needed
• Skype for business currently not really suitable as a
channel/client for a chat bot
38
Swisscom chat bot proof of concept
Lessons learned
Wrap-up
Will your Intranet be replaced with a
(Chat) Bot?
39
40
(Chat) bots are here to stay…
• everyone uses messaging applications
• conversational user interfaces are getting
more mature
• plenty of internal use cases are poorly
digitalized, chat bots offer lightweight
integrations
• chat bots enrich the digital enterprise
experience and add value to the digital
workplace
• chat bots can become a virtual assistant for
staff
• currently an impressive chatbot ecosystem
is evolving that incorporates the progress in
machine learning/AI
…but they are still at a very
early stage
Q & A
41
Thomas Maeder
Consultant, Experience Designer
& agile Project Manager
thomas.maeder@rethinkdigital.ch
Jonathan Sejnoha
Digital Experience Manager
jonathan.sejnoha@swisscom.com
Thank
you!
rethink digital | Zielweg 29, 3014 Bern | Switzerland | www.rethinkdigital.ch | thomas.maeder@rethinkdigital.ch | +41 79 688 08 71
Consulting • Experience Design • Agile Project Management

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Will your intranet be replaced with a (chat) bot?

  • 1. Will your Intranet be replaced with a (Chat) Bot? Online Meeting 12.04.2018, 13:30-14:30 Advatera www.advatera.com www.rethinkdigital.ch
  • 2. Your hosts 2 Thomas Maeder Consultant, Experience Designer & agile Project Manager thomas.maeder@rethinkdigital.ch Jonathan Sejnoha Digital Experience Manager jonathan.sejnoha@swisscom.com
  • 3. About rethink digital 3 rethink your digital employee experience. Consulting, Experience Design & agile Project Management for ● Intranets & Digital Communication ● Employee Portals ● Social Collaboration ● Digital Workplace ● Employee Experience Thomas Maeder thomas.maeder@rethinkdigital.ch www.rethinkdigital.ch
  • 4. Agenda 1. Types of bots and basic understanding of machine learning / AI. 2. What can a (chat) bot do for us in internal communications and process automation? 3. How to start a (chat) bot project? Short case study of the Swisscom intranet chat bot proof of concept. 4
  • 5. Agenda 1. Types of bots and basic understanding of machine learning / AI. 5
  • 6. Basic understanding of machine learning / AI (a non-scientifc introduction) Machine Learning and Artifical Intelligence is already here. Think about…. 6
  • 9. LinkedIn People you may know 9
  • 11. Apple Siri, Amazon Alexa 11
  • 12. Basic understanding of machine learning / AI (a non-scientifc introduction) Machine Learning and Artifical Intelligence is already here. Think about…. 12
  • 14. Amazon Machine Learning Services 14
  • 15. Google Cloud AI Services 15
  • 16. Basic understanding of machine learning / AI (a non-scientifc introduction) What is machine learning? What is AI? What is a Bot? What is a Chat Bot? 16
  • 17. What is Machine Learning? 17 Machines learn by analyzing big data, algorithmen and constant training. Machine learning is mainly statistics. Machine learning is a way of achieving AI. How does a human learn? Through observation, association and training.
  • 18. What is Artificial Intelligence? Artificial Intelligence is the broader concept of machines being able to carry out tasks in a way that we would consider “smart”, tasks that are characteristic of human intelligence. 18
  • 19. What is a Bot? An application that performs one or more automated tasks, triggered by an event. Bots automate tasks you would usually do on your own. 19
  • 20. What is a Chat Bot? An application that performs one or more automated tasks … and uses conversations as user interface (conversational UI). Chat bots simulate a conversation. 20
  • 22. Agenda 2. What can a (chat) bot do for us in internal communications and process automation? 22
  • 23. Bots and AI in the 2018 Step Two Digital Workplace Radar 23 Artificial intelligence "…it’s uncertain how it will affect daily work and the design of the digital workplace." Bots "This is the hottest topic in the enterprise space. Leading organisations have already launched beta solutions, which are being used to better understand staff needs and modes of interaction. However, customers and vendors alike are discovering that designing for conversational interfaces is at least as complex as for traditional systems. "
  • 24. Bots in the Digital Workplace are already here. Think about… 24
  • 25. Types of Bots Like for robots in the physical world, there is an incredible diversity of bots in the digital world. To simplify, it's helpful to consider 2 types of bots (of course, many bots combine both, which is what makes them particularly powerful): Bots for conversation The ability to ‘chat’ with something, rather than just clicking buttons, is very powerful. It allows information to be explored and uncovered, in the same way we naturally do when talking to a person. Bots for integration and automation Organisations are packed with different systems, most of which have been run as stand-alone silos. Bots provide lightweight ways of coding new integrations between systems, to perform useful tasks. 25
  • 26. Bots and the Digital Workplace 26 DWP User Experience Home Screen/DashboardHome Screen/Dashboard Employee Communication Managed Content Social Collaboration Daily Work Transactions Find, Ask & Discover
  • 27. (Chat) bot use cases in internal communications and process automation? • What’s my leave balance? • When do I get paid next? • Book me a holiday for … • What meeting rooms are available now? • Book a meeting room for 10:30 on Thursday. • Who has expertise in … ? • Who is in charge of …? • Find the expenses form. • What does this acronym mean? • What’s happening today? • What’s on for tomorrow? • Phone Bob. • When is Bob next available for a meeting? • What are the current loan rates? • How do I use the stapling feature of the photocopier? • … 27 Any employee
  • 28. (Chat) bot use cases in internal communications and process automation? • Give me the facts for client … • Tell me the recent sales for client … • Set up a new client for … • Find me a parking spot. • Find me petrol/a hotel/a print shop. • Recommend a lunch location. • Tell the client that I’m close. • Give me the traffic alerts. • Find me the best order for today’s visits. • Share this presentation with the client. • Add a reminder for one week. • Check the stock levels of … • Register a new sale. • Record the mileage for this trip. • How are my sales targets? • Tell me the latest intranet news. • What do I need to approve? • … 28 Salesperson
  • 29. Agenda 3. How to start a (chat) bot project? Short case study of the Swisscom intranet chat bot proof of concept. 29
  • 30. How to start a (chat) bot project? 1. Scope & Setup 2. User Journeys, Conversation Flows 3. Bot Personality/UX 4. Content Sources, Content Management 5. Implementation 6. Training & Testing 30
  • 31. 1. Scope & Setup – start with a PoC 31
  • 32. 2. User Journeys, Conversation Flows 32
  • 34. 4. Content Sources – use what's there and complement what's missing 34
  • 35. 5. Implementation – don't start from scratch, use a bot framework 35
  • 36. 6. Testing & Training 36
  • 37. Swisscom chat bot proof of concept Demo use cases 1. Bot channels/clients: Skype for Business vs Web client 2. Find me an expert? (content source = employee profile) 3. What's the lunch menu today? (content source = external staff restaurant provider) 4. Bot personality 1 5. FAQ How can I update my out of office reply? (content source = faq) 6. Bot personality 2 7. Bot training LUIS 8. Bot usage dashboard 37
  • 38. • Define your scope and user journeys • Form 1 interdisciplinary team (Content, UX, Technology) that works closely and agile together • Craft a bot personality • Get external know-how for a quick start (Hackathon) • Conversations flow are very important and challenging • Bot needs to be trained, enough data and testing is needed • Skype for business currently not really suitable as a channel/client for a chat bot 38 Swisscom chat bot proof of concept Lessons learned
  • 39. Wrap-up Will your Intranet be replaced with a (Chat) Bot? 39
  • 40. 40 (Chat) bots are here to stay… • everyone uses messaging applications • conversational user interfaces are getting more mature • plenty of internal use cases are poorly digitalized, chat bots offer lightweight integrations • chat bots enrich the digital enterprise experience and add value to the digital workplace • chat bots can become a virtual assistant for staff • currently an impressive chatbot ecosystem is evolving that incorporates the progress in machine learning/AI …but they are still at a very early stage
  • 41. Q & A 41 Thomas Maeder Consultant, Experience Designer & agile Project Manager thomas.maeder@rethinkdigital.ch Jonathan Sejnoha Digital Experience Manager jonathan.sejnoha@swisscom.com Thank you!
  • 42. rethink digital | Zielweg 29, 3014 Bern | Switzerland | www.rethinkdigital.ch | thomas.maeder@rethinkdigital.ch | +41 79 688 08 71 Consulting • Experience Design • Agile Project Management