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Entering the Conversational Tech Era: Understanding What’s Hype vs. What’s Possible
Session #139, February 22, 2017
Lindsay Sanchez, Head of Strategic Operations & CMO, KORE.AI Inc.
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Speaker Introduction
Lindsay SanchezHead of Strategic Operations & CMO
Add Speaker
Photo Here
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Conflict of Interest
Lindsay Sanchez
Has no real or apparent conflicts of interest to report.
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Agenda
• Entering the Conversational Era: Why AI Rich Chatbots Are Here to Stay
• The Possibilities For Healthcare
• Practical Advice for Starting with AI Rich Chatbots
– Know Where to Start and Why
– Understand the Solution Differences
– Make Sure the Process is Scalable
• Wrap-Up & Questions
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Learning Objectives
• Understand why healthcare, like other industries, are moving into the conversational, AI rich era
• Get a view into what’s possible and expected with conversational chatbot use cases – now vs. long-term
• Learn specific lessons and practical advice to drive an enterprise-ready, conversational strategy that works for patients, staff, providers and payers
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• Presenter: Lindsay Sanchez• Head of Strategic Operations and CMO, Kore
• February 20, 2017
Paradigm Shift
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• Presenter: Lindsay Sanchez• Head of Strategic Operations and CMO, Kore
• February 20, 2017
1 DATA WEALTH
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is ever analyzed or used
<.5% of data
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• Presenter: Lindsay Sanchez• Head of Strategic Operations and CMO, Kore
• February 20, 2017
10100101011010101010101
3 INFRASTRUCTURE
Cloud & Datacenter
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3OPEN APPS
& SERVICES
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4USER NEED &
DEMAND
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For every 1 hour physicians provide direct clinical face time to patients, nearly 2 additional hours is spent on EHR and desk work within the day
“”
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In the next 15 years experts predict a shortfall of as many as
800K nurses
200K doctors
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36of 165,000 healthcare apps
PATIENTS
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Speech Enabled
Devices
Virtual
Assistants
Smart, Speech
Enabled Sites
Messaging
& Social
Media
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AI-Rich
Bots
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An Intelligent Assistant
• people conversational UI
• natural language
• context memory learn
• API or service calls
• tasks workflows
• needed proactively, scheduled, on-demand
What Is An
AI Rich Bot?
NOT AN AI SOLUTION FOR CLINICAL DECISION SUPPORT
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“’Conversational AI-first’ will supersede
’cloud-first, mobile-first’ as the most
important, high-level imperative for the next
10 years.”
Gartner, Conversational AI to Shake Up Your Technical and Business Worlds, 30 September 2016
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is
used herein with permission. All rights reserved.
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care teams
Imagine if…
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staff & execs
Imagine if…
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patients
Imagine if…
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Patient
Engagement
Physician
Efficiency
Simplified
Info Exchange
Value Driver Popular Starting Use Cases
Processing – billing and payment
Scheduling – for patients, clinicians and staff
Patient records – clinical and financial
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Top Cross-Industry Business Function Use Cases
IT Help
Desk
HR
Sales
Finance
Support
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“The technology transition from one paradigm
to another is generally disruptive, costly,
unavoidable, eventually complete and, in
retrospect, definitely worth it”.”
Gartner, Conversational AI to Shake Up Your Technical and Business Worlds, 30 September 2016
The Gartner document is available upon request Kore.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with
permission. All rights reserved.
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Understand
the Solution
Differences
Know Where
to Start and
Why
Make Sure the
Process Is
Scalable
But It Doesn’t Have to Be…
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The Reality
Not all use cases are
created equal – nor are
they all practical
The Perception
There are endless use
cases that could be a good
starting place
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Identify use cases
Company-wide strategic goals
Highest priority patient experience and digital initiatives
System specific challenges
Manual/costly/inefficient processes
Quantify potential results
# of people, # of times task gets done, task completion
time, business impact of current issue
Consider enterprise readiness
Current systems and API availability
Data cleanliness
Other: timing, people involved, user adoption, compliance
A Proven
Approach
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The Reality
There are differences in
solutions, platforms, and
conversation services
The Perception
There are hundreds of
conversational AI-rich
platforms to build bots
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Ask the Right Questions
Types of bot tasks or capabilities?
How omni-channel deployment works?
Deployment model options – cloud and on-prem?
Integration support – REST, ODATA, Web Services,
SOAP?
NLP engine and configuration?
Developer tools?
Security and compliance features?
Administration tools and bot lifecycle management?
A Proven
Approach
3333
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Encryption ComplianceAuthentication
Secure Connections
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The Reality
Developers can easily build
bots, but long-term success
requires the right process
The Perception
Any developer who can
code can build a successful
bot for the business
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Ensure the Process Is Scalable
Treat it like you are building a micro-app
Involve the Right People
Sponsor drives use case discussions and budget support
Process expert helps define tasks and channels
Security expert identifies known risks or requirements
App developer understands APIs and builds bot
Writer ensures optimal conversational experience
A Proven
Approach
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A Simple Yet Scalable Process
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Who to Involve
Executive
Sponsor
Brand Expert
or Writer
Security
Expert
Business
Process Lead
Application
Developer
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By failing to prepare, you are
preparing to fail
“”
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Visit
https://kore.com
to learn more
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• Lindsay Sanchez
o Email: lindsay@kore.com
o Twitter: @lindsaysanchez9
o LinkedIn: https://www.linkedin.com/in/lindsaysanchez1
• Please remember to complete the online session evaluation
Questions?
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