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Do You Dream Up – Présentation 2015
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CHATBOTS
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INDEX
Introduction to chatbot
Solution
Key success factors
Project
Do You Dream Up
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INTRODUCTION TO CHATBOT
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Whats is a chatbot?
A chatter robot (chatbot) is a type of conversational agent, a computer
program designed to simulate an intelligent conversation with one or
more human users in natural language via auditory or textual methods.
(Wikipedia)
In short, chatbots are virtual assistant programmed to automatically
answer users requests
#virtual assistant #virtual agent #bot
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How does it work?
User makes a request Request analyzed
by artificial intelligence
User info taken into account
(history, preferences…)
Real time response
Conversational strategy
Interactions personalization
…
#virtual assistant #virtual agent #bot
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For what use?
Customer supportUser account information
Order tracking and delivery
Product technical support
Incident report
Sale and advice
Make an order, reservation
Ask for personalized advices
Internal support Helpdesk (office applications, etc)
HR (leave balances, etc)
Practical services (room booking…)
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Benefits 1/2
User satisfaction
Immediate answers
Available 24/7
90% correct answers
Personalized answers
Customer autonomy
Innovative customer service
Customer service enhancement
Quality and detail of responses
Multi-channel consistency
Relieve congestion in contact centers = more free time for
value added questions
Valorisation of advisers
Knowledge centralization
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Benefits 2/2
Simplify employees life
Enhance productivity and operational effectiveness
Staff retention
Decrease calls and e-mails to support service
Resources reallocation on value added tasks
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SOLUTION
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CHATBOT BY DO YOU DREAM UP
Real time responses to all recurring questions
Available 24/7
Conversational intelligence, digression management, personalization
Web, mobile, messenging applications implementation
Intuitive back-end & statistics
Knowledge base with self-learning+ 40 millionautomated conversations in 2015
> 50 bots created since 2011
+90%responses
#SAV #ECOMMERCE # HELPDESK & HR
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TECHNOLOGYArtificial Intelligence by Do You Dream Up
ANALYSISof the linguistic structure
COMPAREwith knowledge base
DISTANCEcalculation
01 02 03
SPELLING CHECKER
SYNONYM
FORMULATIONS
FORMULATIONS GROUPS
RELATIVE CONTENT
SCORING
PROVIDE ANSWERS DEPENDING ON THE SCORE
ANSWER TO THE QUESTION ASK FOR REWORDING ESCALATE TO ANOTHER CHANNEL
QUESTION
Algorythm analysis
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TECHNOLOGYComparative Table
* Source : Etude Forrester 2014
COMPARATIVE TABLE
ADVANTAGES DISADVANTAGES
SYNTACTIC ANALYSISPrecise comprehension of the sentence
Rare misunderstandings
Complex configuration of the knowledge base
The written sentence should be gramatically correct for the system to
understand (less than 50% of questions asked to a virtual assistant)
High CPU and memory costs
Necessary adjustments for each language’s grammar
MATCHINGKEYWORDS
Easy to set up
Fast and cheap algorythm
Lots of misunderstandings
Exclusive rules may be complex to establish
DISTANCE CALCULATION
Precise comprehension of the sentence
Rare misunderstandings
Fast algorythm, cheap in memory and CPU resources
Doesn’t need a grammatically correct sentence for the system to
understand
Algorythm available for every language, adding the related
dictionnary to the language chosen
Learning period is necessary for the first internet users’ questions in order to
fill all formulation groups
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TECHNOLOGYExamples
* Source : Etude Forrester 2014
EXAMPLES
INTERNET USER SENTENCE SYNTACTIC ANALYSIS KEYWORDS MATCHING DISTANCE CALCULATION
I’m looking for a credit card
I’m looking for my credit cardDistinction is possible
Distinction is not possible, keywords are
looking for and credit cardDistinction is possible
I want to travel, anywhere
except Australia
The system will not provide results with
Australia
The system will only provide results with
Australia
Knowledge base will have to be configured to
understand this particular case
How much per month does it
cost?
Question is grammatically incorrect,
system will not understand
System will identify month and cost and
provide the correct answer
Distance calculation will provide the correct
answer when matching the question to the
knowledge “How much does it cost per
month? »
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Multi-platform 1/2
Desktop & mobileMulti-channel consistency
Responsive and/or native (iOS, Android)
High increase in mobile use
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Multi-platform 2/2
MessengingNo application to download for the user
A seemless experience in a messenging application the user
already knows
Large target (1 billion Messenger users)
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UI variation
Brand chatbox Brand chatbox with avatarSearch bar
+ top questionsMessenging chat box
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Key features
Response as a text, image, side bar with video, PDF
Consultation spaces: for the same question, provide
a different answer according to the user profile
Decision trees: seek clarification with the user in
order to refine the answer
Personalized responses if connected to user info
(CRM…)
Example : date of withdrawal of the next invoice
Customizable satisfaction survey
Live chat or video chat escalation on user demand, after XX
misunderstood questions, insatisfaction
Analysis and statistics in the back-end
9 languages supported natively
Plug & play connection to webservices
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Back-end : a collaborative tool
Knowledge base gathering all questions and answers.
No technical skills needed. Can be managed by
marketing, customer service, business teams, etc
Knowledge import possible from an Excel, XML file
Knowledge base delivered with general and social
questions
User right management for validation workflows
Dashboard with KPIs (number of conversations, evolution,
alerts, user satisfaction, etc)
Self-learning : conversation reading and automatic
enhancement suggestions
Statistics and detailed reporting by topic, knowledge,
consultation space, interaction, user data, etc
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Intuitive back-end
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KEY SUCCESS FACTORS
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To make this project a success :
Define the targeted platforms based on the users’
need (web, mobile, messaging)
Validate the knowledge base scope
Simplify knowledge access for users and provide
precise answers
Make user tests with a pilot group
RECOMMENDATIONS
Adjust the knowledge base after the tests in order to improve
performance
Be reactive for knowledge update (new offers…)
Read users requests in order to understand their needs
Follow statistics and take users comments into consideration
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PROJECT
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Kick off meeting
Chatbot presentation and contribution methodology
Identification of department experts, definition of
rereading body and knowledge validation
Website user analysis : strong/weak points, analysis of
pages traffic in order to identify pages/informations most
frequently visited
Project
LAUNCH
Knowledge base scope definition
Awareness of technical environment
Sending standard documents: planning, technical
integration, security
01 LAUNCH
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02 DESIGN & TECHNICALINTEGRATION
Design proposition for the chat box and search bar
Design integration
Proposition and configuration of search bar messages and parameters
Technical integration
Project
DESIGN AND TECHNICAL INTEGRATION
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Objective : offer the best user
experience with an intuive interface
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Introduction to knowledge base and mastering the key features:
knowledge, decision treee, wording groups…
Best practices to provide qualitative and precise answers
Mastering monitoring tools: analysis and statistics interpretation
and optimum reading of conversations to improve satisfaction
Project
TRAINING
03 TRAINING
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Definition of users list, rights and configuration
Preparing topics list, formulation groups and decision
trees
Importing existing knowledge
Optimising knowledge in the back-end
Translating knowledge if necessary
Project
KNOWLEDGE BASE
Multilingual
04 KNOWLEDGE BASE PREPARATION
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Follow a testing plan for the functional, design and technical testing
Simulation and conversations analysis in validation environment
Knowledge base adjustment (wordings enrichment after simulation…)
Project
FUNCTIONAL AND TECHNICAL TESTING
05 TESTING
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DO YOU DREAM UP
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DO YOU DREAM UPCustomer relationship and helpdesk software publisher
Company formed in 2009
7 years of R&D
SaaS
DO YOU DREAM UPParis
DO YOU DREAM UPBordeaux
Multilingual
Multidevice
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SERVICESA full service offering
CONSULTING & STRATEGY
Preliminary study
Objectives and KPI
definition
TRAINING
Requirements
Supervisors and agents
training
PROJECT MANAGEMENT
Build knowledge base
Set up targeting rules
USER EXPERIENCE
Chat box and FAQ design
FOLLOW-UP AND EVOLUTIONS
Support
Quarterly audit
Knowledge base evolution
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REFERENCES
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