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

1. Your business.
Your people.
Safe and productive. AI Ready.
Augmenting customer services with
chatbots
#AIFightsBack seminars

2. CEO @ Nightingale
HQ
Data Science background
Author
Microsoft Data Platform &
Artificial Intelligence MVP
T: @theStephLocke
Li: /stephanielocke
Steph Locke

4. Chatbots
What are chatbots?

5. 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

6. 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

7. Apps
UI
Business
Logic
Data

8. Digital assistants
Audio
Speech to
text
Natural Language
Processing
Skills / Bots
The AI
components

9. Bots
Text
Natural
Language
Processing
Business logic / APIs
The AI
component

10. 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

11. Chatbot usecases
When is a chatbot appropriate?

12. Knowledge queries
Frequently asked questions
Contextual questions
Status updates

13. FAQ Bot
Nightingalehq.ai/bot-demo

14. Nightingale HQ FAQ Bot
demo

15. Text(ish) interfaces to apps
Productivity tools
Form alternatives
Workflows
Push notifications

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

17. Multi-purpose Bot
Nightingalehq.ai/bot-demo

18. Nightingale HQ Health Bot
demo

19. 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

20. Middle tier between apps and
voice
Smart speakers
Voice interactions
Predefined routes for app integrations
Graceful fallback

21. Contact Centre use case
AWS Lex

22. Successful bot projects
How do you make a bot?

23. Address demand
Where is the demand? Who is most impacted? What is most helpful –
information or action?

24. Start small
Pilot use case
Instrumentation for insight
Expand gradually

25. Conversational design
Conversational UI: VUI and chatbots

26. Recommended technologies
What software do I need for bots?

27. Microsoft Bot Framework

28. AWS Lex

29. Chatfuel
Our How To post

30. Conclusion
What should I do next?

31. Inform Act Integrate
Use cases

32. The process
Demand
Goal
Bot or what?
Info or
action?
Internal skills
Compliance
Technology
Conversation
design
Workflow
Prototype
Iterate
Scale

33. 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

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35. nightingalehq.eventbrite.com