The future of work is strongly influenced by technology and new ways of working. We are eager to share the results of our hackathon with business-oriented cases to give you an idea of what that conversational future with (chat)bots, AI, and Machine Learning looks like.

1. Learn from our experiments how bots and
machine learning change your interactions
with customers and employees

2. We speak your language
Supported by:

3. Some of us have an addiction

4. Our Journey
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

5. What is Machine Learning?
Intrusion detection
Image recognition
Digital Assistants
Self-driving vehicles

6. Personal Assistants
(VPA)
Employee Assistants (VEA)
Customer Assistants
(VCA)
What are Bots?
Bots are just part of the conversational puzzle
Chat
bot
Chat
bot
Chat
bot
Chat
bot Chat
bot
Chat
bot
Chat
bot
Chat
bot

7. Content Engine:
- Context
- Analytics
- Exceptions
Under the Hood
Chat UI
Natural Language
Processing
(NLP)
Intent
Handling
Response
Generation
text
intent +
entities
text
User
structured
content & follow-up
actions
Integration
CRM
ERP
API’s
FAQ/Wiki/Office365
ML
ML

8. Tools
Providers
Brands
Channels

9. Our Journey
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

10. Why Bots?
Low waiting times Fast response High availability (24/7)
Personal and
context-aware
Stable cost
(savings)
Data provided
from multiple data sources

11. Our Journey
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

12. Essential Considerations for Bots
Graphical
Botflow
Rich &
Interactive
Natural
Language
Human
Handover
API
Integration
Language
Support
Business
Model
Message
Interface
Fluid
Conversations
PL
Supervised
Learning

13. Where do Bots Fit in for Customers?
Analytics &
Insights
Security &
Privacy
Integration
ERP LOB IoT
…
Legacy
Public website Portal Mobile app API &
Social media
Communication
Customer Experience
Omni-channel
Customer Engagement
Platforms
Structure &
Navigation
Enterprise
Search
Community
management
Analytics dashboardsCustomer MDM
Conversational

14. Where do Bots Fit in for Employees?
BYOx Portal Apps &
Wearables
Communities Communication
New World of Work:
Channels
Integration: B2E API
ERP LOB IoT
…
Legacy
Knowledge Management
Platforms
Structure &
Navigation
Enterprise
Search
Community &
Gamification
Analytics
Dashboards
LifecycleDigital Assets DMS/CMS Workflow
Analytics &
Insights
Security &
Privacy

15. Our Journey
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

16. How to StartYour First Bot
BUSINESS FIRST - Chatbot Canvas
User Focus Integrations Functional Design
• The Problem
• How it’s solved
• Exist already?
• Internal
• External
• Channel
• Functionalities
• Personality
Performance Organization
• KPI’s
• Measure ROI?
• Impact
• Stakeholders
• Strategy
• Partner needs

17. How to StartYour First Bot
•Think about the bot flow
Identify
account
0
…
Consultants
Competition scan
Financial overview
Projects
Recent visits
Sales activity
Location
1 Basic
account
info
SalesForce info
Public (Google) info
Account Manager
Customer site on SharePoint

18. Our Journey
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

19. Our Experiments

20. Welcome Bot
Welcome visitors at the door
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

21. Barry, the Bebat Bot
Facilitate collection process & FAQ
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

22. Timesheet Bot
Asks people to submit/correct timesheet entries
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

23. Lola Bot
Live Online Learning Assitant helps solve complex case
questions
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

24. Website Bot
Guides website visitors with no clicks
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

25. Botler Bot
Prepares (pre)sales team for customer contact
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

26. Custorina Bot
Provides (pre)sales team customer org chart insight
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

27. Eloquent
Estimates chance of sales deal close, analyses
SalesForce data and follows deal evolution
Audience: B2B B2C B2E
Functions: Knowledge finding
Process automation
Level 0 support

28. Live Demo!
•Botler, customer insights bot
•Live LoQutus data (financials randomized, no NLP)
Framework / platform:
Channel: Web
Services hosted on:
Integrates with:

29. Wrap up
What are Bots and Machine Learning?01
Why Bots?02
Bot Design Considerations03
Getting Started04
Our Experiments05

30. Key Takeaways
•The bot landscape is still very scattered (hype)
•Don’t code everything, try combining drag&drop
frameworks with custom REST APIs
•Start with your FAQ top 10% and consider making
that a bot
•Easy to integrate on a public website
•Chat conversation of 5’ x 100 chats = 1 FTE that can
specialize in training bot/complex cases
•Avoid Kleurenwiezen at all times

31. Questions?
Sebastiaan Mindreau
Lead Strategist “Digital”
LoQutus