Die Referenten geben einen Überblick über das Virtual Assistant-Projekt von PostFinance. Der Hauptfokus der Präsentation liegt auf der Art und Weise, wie ein solches System funktioniert und bedient wird, sowie die grössten Herausforderungen, welche mit der Einführung und Weiterentwicklung eines Virtual Assistant gemeistert werden müssen.

1. ELCA for
From Chatbot to Voicebot
Building and
Transformation
BAT44
01.11.2019

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― PostFinance chatbot
― Potential and vision
― Critical challenges
― Key take-outs

3. PostFinance chatbot
1

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Chatbot demo
From Chatbot to Voicebot – Building and Transformation 4
Chatbot is
accessible in the
footer of every
webpage
pushed to the
front on selected
webpages
integrated into
the Login page
integrated into e-
Finance
normally one of
the easiest ways
to start a com-
munication with
PostFinance

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How to build and manage a chatbot?
Nuance NIQS
Decision tree based content
management
Nuance Analytics
Reporting, KPIs and
conversation review
Nuance NES
Maintenance of NLU and
Grammar models
From Chatbot to Voicebot – Building and Transformation 5

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Content team
– A non-self-learning chatbot system requires investment in content.
– PostFinance has a team of 5 content manager (<5 FTE, bilingual team)
– Tasks of the content team
• create new content
• adopt existing content
• review chatbot conversations
• increase the quality of the natural language understanding and the grammar model
• monitor the performance of the chatbot
From Chatbot to Voicebot – Building and Transformation 6

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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DE FR FCR
PostFinance chatbot metrics
From Chatbot to Voicebot – Building and Transformation 7
Start of French
content
Announcement
of price increase
Integration to
e-Finance
Data basis: 09-2019 = 100%
Start of German
content
Integration to
Login page

8. Potential and vision
2

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Why do we spend huge amounts of money to acquire new
c s omers if e l ima el don an o alk o hem?
From Chatbot to Voicebot – Building and Transformation

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Potential and vision
From Chatbot to Voicebot – Building and Transformation 10
Digital
Assistant
(Text)
Conversational
Assistant
(Speech)
Contact
Center
…

11. Critical challenges 3

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Aspects when starting a chatbot project
From Chatbot to Voicebot – Building and Transformation 12

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Challenge 1: System Integration
From Chatbot to Voicebot – Building and Transformation 13
Messaging /
voice connector
Chatbot
system
Natural
language
processor
Conversation
engine
Dialog
management
Data-
base

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Challenge 2: Security & Legal
From Chatbot to Voicebot – Building and Transformation 14
On premise vs. Cloud

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Challenge 3: Content is king
From Chatbot to Voicebot – Building and Transformation 15
• Content Mgmt Tool
• Knowledge Map
• Content Creation
• Organization

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Challenge 4: Voice transformation (1/2)
From Chatbot to Voicebot – Building and Transformation 16

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Challenge 4: Voice transformation (2/2)
From Chatbot to Voicebot – Building and Transformation 17
Phone System Landscape Voice Integration Layer Digital Assistant Platform
Enterprise System / DB
Recognizer (STT)
Vocalizer (TTS)
FlowControl
VXML Browser
PBX
IVR
Dialog Engine
NLU Engine
Trainer
&
Admin
APIs / Services

18. Key take-outs
4

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Key take-outs
– Define your business case
– «IT project» vs. «Change project»
– Content is king
– Measure the performance of your chatbot
– Choose the right solution partner
From Chatbot to Voicebot – Building and Transformation 19

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Fullscreen Zoom Slides

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