Myth-busting chatbots and artificial intelligence in business

Editor's Notes

1. Let's start with a show of hands - Who's had a conversation with a chatbot before? I ask that question because these talks have evolved rapidly. It was only 6 months ago the topic of conversation would be "what is a chatbot" but we've massive uptake in chatbots in recent months.
2. I think this is a great place for us to start today. I want to set the scenes a little bit about the business drivers, before diving into some myth-busting.
3. How many of you in the room can access 90% of the things you need to on your mobile device or tablet? How many of you in the rooms subscribe to either Amazon or Netflix? Amazon provide us with a service to be able to ... - order anything from them with the click of a button. - We can subscribe to a service which allows us to have that product on our door step within 24 hours. Netflix - They've given us access to blockbuster movies anywhere at anytime They're delivering to us - what we would call an on-demand experience.
4. It's changed the way we expect to interact with businesses. They've raised the bar.
5. So, let's take Caitlin as an example.
6. This is where we've seen the rise of chatbot technology. But, today about myth-busting. The preconceptions. The do's and don'ts.
7. So, let's get this guy out of the way early on. We're not here to create the terminator. But what I do want to do today is welcome you into my world a little bit. I'm fortunate to be customer face 90% of the time and I've tackled some great myths in chatbot technology before.
8. So, we've been invited on-site by a customer and they want to talk about all things chatbots or a new business idea they've had. And without fail, I always find there's three different types of personas in the room.
9. They've normally read too many blog post on Microsofts attempt to build a chatbot into Twitter. It went disastrously wrong if you've not read about it before!
10. So, then I do my utmost to explain the capabilities of the solution to the three different types of people in the room.
11. So, then I do my utmost to explain the capabilities of the solution to the three different types of people in the room.
12. So, then I do my utmost to explain the capabilities of the solution to the three different types of people in the room.
13. Examples: Microsoft Tey Twitter chatbot in 2016 and it was an great example of how not to do it. Or maybe an example of how we shouldn't trust humanity to be learning model of our chatbots. Shut down: 16 hours Unilever HR Chatbot Late 2018 they launched an internal HR chatbot which has been a great success for them. They recognized that the chatbot on day one was like an 18 month old baby, and they had work to do to teach it how to be an adult. They invested the time and effort in teaching it and have seen great success from the role out. Two, great companies. Two very different approaches.
14. So, if you were going to adopt this technology in your business. Whether it's in Sales, Customer Service, HR or any other departments what approach should you take...