The rise of the bot in internal communications

•

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This document discusses the rise of chatbots in internal company communications. It provides examples of how chatbots can be used to book meetings and holidays, approve expenses, answer frequently asked questions, and more. It also outlines the different approaches to building chatbots, such as using pre-trained bots, training your own bot, or buying a bot platform. Finally, it emphasizes the importance of testing chatbots through iterations and developing their personality to meet user needs.

Technology

What are chatbots?
I’d like to book a table
Sure. When for?
Tomorrow evening.
I can check that for you. What
time would you like to join us?
8pm
And for how many people?
Four
No problem. I’ve booked that
for you and will email
confirmation.

Chatbots in the wild
@sharonodea #SmileExpo17

In the enterprise
Email
Intranet
ESN Self-serve HR
Learning
Management
Line of
business
applications
Records
management
CRM
Resource
planning
Inventory
management
Finance
Travel booking
@sharonodea #SmileExpo17

What does that look like?
Book holiday
Sure. When for?
Book
I’m afraid someone else in the team is off at that time,
which leaves us understaffed. Would you like to ask your
manager for an exception, or try different dates?
Ask my manager Try different dates

Approve expenses
@sharonodea #SmileExpo17

Frequently asked questions
@sharonodea #SmileExpo17

@sharonodea #SmileExpo17
Train your own
Pre-trained
Train themselves

Build your own bot
@sharonodea #SmileExpo17
Hi. I’d like to book a meeting  
room please
When?
Input time and date
How many people?
Do you need equipment?
Input number
Provide options: screen, flipchart,
video conference facility
Do you need catering?
Options: yes/no

The Science Part
@sharonodea #IOICLive17
Utterances
!
Hi. I’d like to book a meeting room please.
Intent

Employee questions
Credit: Scarlett Abbott
@sharonodea #SmileExpo17

Frameworks
#SmileExpo17
• Microsoft Bot
Framework
• API.ai (Google)
• Watson (IBM)
• Amazon Lex
• Wit.ai
• Pullstring

Test and iterate
@sharonodea #SmileExpo17

Buy, don’t build
@sharonodea #SmileExpo17

Make it snappy
*Meeker Report 2016
times per day
150
240minutes per day
96seconds per interaction
@sharonodea #SmileExpo17
=

Bus Uncle (Facebook)
@sharonodea #SmileExpo17

• Tone
• Characteristics
• Personality
@sharonodea #SmileExpo17

Prototyping tools
@sharonodea #SmileExpo17

Why build chatbots?
• Turn interactions into conversations
• Put tools and content into the hands of
audiences
• Enable interactions to be simple and
seamless – improve employee experience
• Act as a bridge between systems designed by
IT and those designed for humans
• Automate simple tasks
• Easy to create and cost-effective
• They do the hard work to keep things simple
for users
@sharonodea #SmileExpo17

How to build a bot
Start with user needs
Plan your content and conversation
Buy – or use a framework to build
Test and iterate
Develop its personality
@sharonodea #SmileExpo17

blog: intranetizen.com
web: sharonodea.co.uk
email: sharon@sharonodea.co.uk
twitter: @sharonodea

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The rise of the bot in internal communications

1. The rise of the bot in internal comms

2. Introductions @sharonodea #SmileExpo17

3. What are chatbots?

4. What are chatbots? I’d like to book a table Sure. When for? Tomorrow evening. I can check that for you. What time would you like to join us? 8pm And for how many people? Four No problem. I’ve booked that for you and will email confirmation.

5. Hype @sharonodea #SmileExpo17

6. #SmileExpo @sharonodea

7. Chatbots in the wild @sharonodea #SmileExpo17

8. Chatbots in the wild @sharonodea #SmileExpo17

9. In the enterprise Email Intranet ESN Self-serve HR Learning Management Line of business applications Records management CRM Resource planning Inventory management Finance Travel booking @sharonodea #SmileExpo17

10. @sharonodea #SmileExpo17

11. What does that look like? Book holiday Sure. When for? Book I’m afraid someone else in the team is off at that time, which leaves us understaffed. Would you like to ask your manager for an exception, or try different dates? Ask my manager Try different dates

12.

13. Book meetings @sharonodea #SmileExpo17

14. Approve expenses @sharonodea #SmileExpo17

15. Frequently asked questions @sharonodea #SmileExpo17

16. Repair Bot @sharonodea #SmileExpo17

17. @sharonodea #SmileExpo17 Train your own Pre-trained Train themselves

18. Build your own bot @sharonodea #SmileExpo17 Hi. I’d like to book a meeting   room please When? Input time and date How many people? Do you need equipment? Input number Provide options: screen, flipchart, video conference facility Do you need catering? Options: yes/no

19. @sharonodea #SmileExpo17

20. The Science Part @sharonodea #IOICLive17 Utterances ! Hi. I’d like to book a meeting room please. Intent

21. motion.ai @sharonodea #SmileExpo17

22. motion.ai @sharonodea #SmileExpo17

23. Employee questions Credit: Scarlett Abbott @sharonodea #SmileExpo17

24. Frameworks #SmileExpo17 • Microsoft Bot Framework • API.ai (Google) • Watson (IBM) • Amazon Lex • Wit.ai • Pullstring

25. Q&A Maker @sharonodea #SmileExpo17

26. Q&A Maker @sharonodea #SmileExpo17

27. Test and iterate @sharonodea #SmileExpo17

28. Buy, don’t build @sharonodea #SmileExpo17

29. Make it snappy *Meeker Report 2016 times per day 150 240minutes per day 96seconds per interaction @sharonodea #SmileExpo17 =

30.

31. poncho.is @sharonodea #SmileExpo17

32. getrescue.io @sharonodea #SmileExpo17

33. Bus Uncle (Facebook) @sharonodea #SmileExpo17

34. • Tone • Characteristics • Personality @sharonodea #SmileExpo17

35. Prototyping tools @sharonodea #SmileExpo17

36. Why build chatbots? • Turn interactions into conversations • Put tools and content into the hands of audiences • Enable interactions to be simple and seamless – improve employee experience • Act as a bridge between systems designed by IT and those designed for humans • Automate simple tasks • Easy to create and cost-effective • They do the hard work to keep things simple for users @sharonodea #SmileExpo17

37. How to build a bot Start with user needs Plan your content and conversation Buy – or use a framework to build Test and iterate Develop its personality @sharonodea #SmileExpo17

38. blog: intranetizen.com web: sharonodea.co.uk email: sharon@sharonodea.co.uk twitter: @sharonodea

The rise of the bot in internal communications

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