Chatbot Conference - Utrecht 2018 Building Bots that work

Transcription

1 Chatbot Conference - Utrecht 2018 Building Bots that work April, 2018

2 Alexis Safarikas Bram Leunis Nice to meet you! Head of Conversational UI + Applied Agency Segment Marketing Manager + Digital Transformation

3 Introduction

4 Hello we are No frills offering for customers looking for the best prices The Proximus Group telecom operator in Luxembourg, offering fixed and mobile products and convergent services Belgium s leader in quality and service with the full choice of features bringing customers instantly close to what matters ICT with a focus on corporate and institutional customers in the Netherlands and Luxembourg Best-in-class international wholesale solutions for voice and mobile data service providers worldwide, with an expertise in security and CPaaS solutions

5 Our ambition Accelerating our transformation towards a digital service provider, delivering superior customer experience

6 CUI is a solution to improve customer experience while reducing costs

7 Chatbots are now a reality

8 Smart assistants will become a new channel

9 Partnership models To enable CUI, we look at the whole picture New competencies To move from POC to factory, we need to rethink our organization Rethink internal systems

10 Branding BOTS with voice + tone

11 An IT framework for AI Scalable - Reusable - Open apps capabilities Chatbot NLP Smart assistant Deep learning Reco engine Big data Proximus EnCo Proximus IT systems

12 Sam & Titus video

13 +122% Results thus far Webshop orders with connectivity pack +7 hours Time saved per week for customer support

14 Building a first POC

15 Approach for POC Scope Architectur Personae Setup Rich content e Launch & Measure

16 Vision User Value proposition KPIs Ecosystem Data sources Strategic Scoping (CUI canvas) User needs Constraints Triggers Process Revenue Cost

17 Conversational architecture

18 Conversational architecture

19 Personae definition Titus Bot Kevin Hart Actor Beroep Ervaring Studies Hobby Familie allesweter bij Proximus 5 jaar IT-consultant voor kleine bedrijven psychologie, zijn interesseveld is groot dus een vrij algemene universitaire studie was ideaal voor Titus computers uit elkaar halen en weer in elkaar steken, zijn hobby was altijd belangrijker dan zijn studies hij en zijn vriendin zijn al samen sinds de middelbare school, 2 jaar geleden kregen ze Louis en het tweede kindje is onderweg Empathische humor, lacht vooral met zichzelf en zijn figuur/postuur Tegelijk is hij een enorme kracht als comedian en fitnesser Harde werker, makes it look effortless To the point, snappy No bullshit

20 Tone of voice

21 Bot builder

22 UI + Rich content

23 UI + Rich content

24 Impact

25 Making the business case FTE reduction Reduced handling time Additional sales Lift in NPS Licenses Development cost Integration cost Maintenance Prioritize use cases, channels, on business value

26 Engagement + experience

27 User centric backlog

28 Self-service 24/7

29 What s next

30 Scaling-up to match business goals More integrations : Api s & Customer data Process automation Increase volume : Chatbot Optimisation A chatbot is never a finished product How people think launching a bot works Build Test Deploy How it actually works More intents More pages / channels

31 Key optimisation tasks Metrics Monitoring NLP Training Creative content UX/UI

32 VISION Service Designer Ideate on customer needs Facilitator User testing & UX support Align with the brand vision CUI Lead Strategist Product vision Scoping Team setup Strong tech skills Product Owner Internal alignment (political role) Main decision maker (gatekeeper) Lead the product vision CUI team Springbok Proximus Both PRODUCTION Conversation architect Conversational architecture Measure & monitor NLP training User centric focus (support UX) Conversational designer UX review UI design Designer / Animator Content design GIF, Animations Creative direction` Front-end Integrate Animation Conversational Copywriter Tone of voice & persona creation Copy and content creation Creative direction

33 2 weeks agile sprints Define elements of SPRINT Developments (back + front-end) Design and content creation Testing and last iterations Release

34 The digital transformation impact

35 Thank you! Chat you later :)