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Chatbots and automation in the digital workplace

Sam Marshall
Sam Marshall
Sam MarshallDirector at ClearBox Consulting

Slides from webinar between ClearBox Consulting and FLEX Automation, Feb 2018. www.clearbox.co.uk What are enterprise chatbots? What are the challenges and opportunities? What do digital workplace and intranet managers need to know? What are the promising use cases?

Chatbots and automation in the digital workplace

1 of 29
Webinar
Chatbots and
automation in the
digital workplace
We will try to answer
some questions during
the webinar, and a few
more at the end.
Both participating
companies will email
you the recording
within 48 hours (so you
won’t miss it!).
You can listen via your
computer or by dialling
the phone number in
the email you received
today.
Housekeeping
Your webinar hosts
Sam Marshall
Managing Director
@SamMarshall @martinneale
Nick Lloyd-Jenkins
CTO
@nlloyd
Martin Neale
CEO
About ClearBox
ClearBox Consulting is a specialist independent consultancy
that believes in making the workplace a better and more
productive experience.We understand technology, but we
approach it from the people side first.
Our goal is to help organisations collaborate and communicate
more effectively.We specialise in intranets and the wider digital
workplace, including internal social media, enterprise mobile
strategies and real-time collaboration tools.
Sam Marshall
Managing Director
@SamMarshall
About FLEX AI
FLEX is software developed by Microsoft Gold Partner, ICS
Solutions. Established in 1994, we have extensive experience
working on SharePoint and Office 365 projects. In 2014, we
launched the first edition of FLEX, an out-of-the-box digital
workplace.
November 2017, saw the launch of FLEX’s cutting edge AI
solutions. FLEX can now be purchased in one of three offerings;
FLEX Office User Adoption, FLEX EnterpriseAI Accelerator or
FLEX Intelligent DigitalWorkplace.
@martinneale
Martin Neale
CEO
ICS Solutions - 20+ Year of delivering Self Service
Poll
What is your experience
of using chatbots at
work?

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Chatbots and automation in the digital workplace

  • 1. Webinar Chatbots and automation in the digital workplace
  • 2. We will try to answer some questions during the webinar, and a few more at the end. Both participating companies will email you the recording within 48 hours (so you won’t miss it!). You can listen via your computer or by dialling the phone number in the email you received today. Housekeeping
  • 3. Your webinar hosts Sam Marshall Managing Director @SamMarshall @martinneale Nick Lloyd-Jenkins CTO @nlloyd Martin Neale CEO
  • 4. About ClearBox ClearBox Consulting is a specialist independent consultancy that believes in making the workplace a better and more productive experience.We understand technology, but we approach it from the people side first. Our goal is to help organisations collaborate and communicate more effectively.We specialise in intranets and the wider digital workplace, including internal social media, enterprise mobile strategies and real-time collaboration tools. Sam Marshall Managing Director @SamMarshall
  • 5. About FLEX AI FLEX is software developed by Microsoft Gold Partner, ICS Solutions. Established in 1994, we have extensive experience working on SharePoint and Office 365 projects. In 2014, we launched the first edition of FLEX, an out-of-the-box digital workplace. November 2017, saw the launch of FLEX’s cutting edge AI solutions. FLEX can now be purchased in one of three offerings; FLEX Office User Adoption, FLEX EnterpriseAI Accelerator or FLEX Intelligent DigitalWorkplace. @martinneale Martin Neale CEO ICS Solutions - 20+ Year of delivering Self Service
  • 6. Poll What is your experience of using chatbots at work?
  • 7. Agenda  Intro to bots  What DW and Intranet managers need to know  Challenges & opportunities with bots  Governance  The Future of bots
  • 8. The appeal of Chatbots The digital workplace as a virtual PA  Understanding what you really mean  Anticipating what you need  Natural Language Best used for  Quick commands in a chat app (Slack/Teams/Messenger/WeChat)  Simplifying forms and options  Mobile/tablet interfaces where space is limited  Integrating between multiple systems
  • 9. Chatbot Examples FLEX AI live demo – The One Stop Bot and how to find knowledge
  • 10. Chatbot Examples Trippeo – Expense claims Howdy – project status reports
  • 11. How does a chatbot work? MESSAGING PLATFORMUSER MACHINE LEARNING BOT LOGIC NATURAL LANGUAGE PROCESSING INTEGRATION AUTOMATION DMB / DATA LAKE API FROM PARTNERS HUMAN INTERVENTION Buzzwords Conversational user interfaces, bots and the digital workplace  Conversational UI – Interactions involving dialogue (rather than buttons, menus etc.)  Chatbot – a bot with a conversational UI  Bot – any kind of automated agent (may be triggered by an event rather than chat)  Artificial Intelligence (AI) – sometimes used in bots for natural language processing and machine learning Bot Framework Bot Framework Cognitive Services
  • 13. What DW and Intranet managers need to know
  • 14. What you need to know  Identifying use cases  Setting them up  How to do UX testing on a bot?  Training, maintaining and enhancing the bot
  • 15. Process Use Case Examples  HR assistants  Meeting and scheduling  Expenses  Form Filling  People finder  IT Helpdesk
  • 16. Chatbot Examples FLEX AI live demo – Process automation use case demo’s
  • 18. Challenges & opportunities Opportunities  No user training needed  No visual UI to design  Hides back end complexity  Surfaces multiple systems Challenges  Integration with other systems  Managing bot sprawl  Knowing what the options are ('signifiers')  Content and content structuring
  • 19. Knowing what the options are
  • 20. Content structuring • If your enterprise search is poor, a chatbot won’t fix it • Ensure content owners know how to maintain answers • Ensure bot owners monitor questions and update the rules • Content needs to be mobile-friendly Microsoft QnA maker editing
  • 21. Integration with other systems EXCHANGE YAMMER ONE DRIVE DELVE FLEX AI live demo – Integration and Automation with MS Teams TEAMS GROUPS GROUPS OFFICE 365 LICENCE BUNDLE
  • 23. Governance  Who should own a bot strategy?  One bot or many?  Implications for HR, Facilities etc.  Implications for IT
  • 25. The Future  Sentiment analysis  Longer conversations  Predictive analysis  Additional Cognitive Services
  • 26. Poll Do you think chatbots will improve intranets?
  • 27. Q&A
  • 28. SharePoint intranets in-a-box 10% off SPRFlexWebinar clearbox.co.uk 34 intranet products reviewed 430 pages Immediate download Our expert assessments of products that transform SharePoint into a useful and useable intranet.
  • 29. FLEXWebinar offer AUTOMATED MICROSOFT CHATBOTS FLEX AI combined with Microsoft Cognitive Services enables you to rapidly and affordably service your entire organisations chatbot needs from a single and scalable source. Whether your looking to implement bots for your customers, partners, employees or citizens, FLEX AI can be quickly tuned to your needs. INTELLIGENT DIGITAL WORKPLACE FLEX AI Intelligent Digital Workplace is an enterprise class, out-of-the-box intranet solution. Users are empowered to confidently self-serve information and collaborate with colleagues via AI chatbots, driving universal user adoption. AUTOMATED MICROSOFT TEAMS & OFFICE 365 FLEX AI effortlessly drives user adoption of Microsoft Teams and Office 365 via artificial intelligence chatbots. No longer are your users confused about which Office 365 tool to use, instead they interact with an AI chatbot that understands their work, is trained in what they need to do and capable of executing it on their behalf. FREE PRIVATE SKYPE DEMO FOR YOU AND YOUR TEAM Select from one or more of the FLEX AI Offerings for your demo: Email flex@ics.net to request your demo or organise a call to discuss.

Editor's Notes

  1. Joy – 30 secs
  2. Joy – 15 secs
  3. Sam – 1 min
  4. Martin 1 min
  5. Joy/Sam 2 mins
  6. Sam – 10 Secs
  7. Discussion led by SAM 5 m
  8. Demo by Nick 5 mins
  9. Sam 1 min
  10. Martin 1 min
  11. Sam 1 min
  12. Sam 15 secs
  13. Sam led discussion 3 mins
  14. Nick Led discussion 2 mins
  15. Nick demo 5 mins
  16. Sam intro 15 secs
  17. Sam
  18. Sam content 1 min
  19. Sam discussion 3 mins
  20. Nick Led Demo 5 mins – Martin Intro
  21. Sam Intro 20 secs
  22. Sam led discussion 3 mins
  23. Sam Intro 10 secs
  24. Sam Led discussion 3 mins
  25. Sam/Joy Survey 2 mins
  26. Sam Led Q&A 8 mins
  27. Sam offer 30 secs
  28. Martin Offer 30 secs