Entering the Conversational Era with Chatbots for the Enterprise
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Entering the Conversational EraWhat chatbot vendors aren’t telling you and how to address the challenge
Presenter: Lindsay SanchezHead of Strategic Operations and CMO, Kore
January 26, 2017
The era of conversational enterprise computing is dawning …-Deloitte
“‘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.
Bots Platform MessagingSmart Bots
SalesHelp Desk Service
Banking Commerce
+MORE
Email SMS Skype Slack FB Messenger Kore Web Mobile
SDKs
TEXT or SPEECH
CHANNEL CONNECTORS
ENTERPRISE INTEGRATIONS
Bot Builder
Natural Language Processing Speech Recognition
Intelligence
Middleware
SecurityAnalytics
Management
Admin Console
Enterprise-Grade
“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.
• Background
CompanyA home improvement goods supplier
Background+$1B in revenue100’s of engineers“Innovation exploration” approach
Where They Started2-day internal hackathon
Result11 working bots presented in <24 hours- “Returns” bot for web- Invoice bot for customers - Inventory optimization bot for weather
LearningsInteresting exploration effortLacked an immediate plan of action
Identify use cases- Company-wide strategic goals - Highest priority customer experience and digital initiatives- System specific challenges- Manual/costly/inefficient processes
Quantify potential results- Number of people, number of times a task gets done, time to
complete a task, business impact of current issue
Consider enterprise readiness- Current systems and API availability - Data cleanliness and organization- Other factors – timing, people involvement, technology
adoption, compliance
Approach That Works
Who to Involve
Executive Sponsor
Brand Expert or Writer
Security Expert
Business Process Lead
Application Developer
• Background
EnterpriseAuto manufacturer
BackgroundExcited about innovation with botsCreate scenarios and ideasThen take to the business
Where They StartedCar configuration experienceApproval process bot
ResultUse case got too complex, too fast Business interest lacked Refocused on ITSM bot
LearningBusiness should vet beforehandSystem experts must be involved early Customer use cases require brand liasons
Understand stakeholder roles- Sponsor drives use case discussions and budget support- Business 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
Engage the team upfront - Involve the group in early information collection- Always collect security and compliance requirements
Pair developers with language experts- To test and adjust NL as needed prior to launching
Approach that Works
• Background
EnterpriseGlobal conglomerate
BackgroundHighly regulatedLots of work with government officialsProject lead came from complianceGoal = operationalize strategic initiatives
Where They StartedEngaged providers that met security & compliance standards Envisioned employee training use caseListened to bot creation considerationsShifted use case based on data collected
ResultBot created to facilitate an international sales process with government officialsSimplified work Can save the company millions in fines
LearningThe devil is in the details
Understand the nuances- Types of bot tasks or capabilities- How omni-channel deployment works- Deployment model options- Integration support – REST, ODATA, Web Services, SOAP- NLP engine and configuration- Developer tools- Security and compliance features- Administration tools and bot lifecycle management
Do your due diligence - Ask the detailed questions, especially if you’re building
enterprise-grade bots
Approach that Works
“Organizations seeking to drive digital innovation should evaluate business scenarios in
which AI and machine learning could drive clear and specific business value and consider experimenting with high-impact
scenarios”
Gartner, Smarter with Gartner, Gartner’s Top 10 Strategic Technology Trends for 2017, October 18, 2016 http://www.gartner.com/smarterwithgartner/gartners-top-10-technology-trends-2017/
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