Chatbots : use, benefits and key success factors

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  • 1

    Do You Dream Up Prsentation 2015

  • 2

    INDEX

    Introduction to chatbot

    Solution

    Key success factors

    Project

    Do You Dream Up

  • 3

    INTRODUCTION TO CHATBOT

    3

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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

    4

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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 languages 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

    Doesnt 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

    Im looking for a credit card

    Im 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

  • 1919

    Intuitive back-end

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    KEY SUCCESS FACTORS

    20

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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

    22

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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 TESTIN