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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

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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?