You: Hi, where can I get a drink? Musicbot: I don’t know, I’m the Musicbot. You: OK, where’s the Drinksbot? Musicbot: I don’t know, I’m the Musicbot. You wander around and summon up the courage to go up to another bot. You: Hi, where can I get a drink? Jokebot: I...
You: Hi, where can I get a drink? Musicbot: I don’t know, I’m the Musicbot. You: OK, where’s the Drinksbot? Musicbot: I don’t know, I’m the Musicbot. You wander around and summon up the courage to go up to another bot. You: Hi, where can I get a drink? Jokebot: I...
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Technology Needs
Avoid vendor lock-in
Reduce point-to-point integration between front and back-end
Reuse to make IT investment go further
Engage with business users around their tech choices
Begin to implement new and emerging tech
Abstract underlying systems and vendor NLP from interfaces
Use Hub to route conversations to the correct system or escalate to human
Create and own assets and integrations and reuse across applications
Create and own the conversational strategy across the organisation
Use data captured to train ML/AI systems
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Business Needs
Better Customer Experience
Engage with IT around new Tech
Reduce customer service costs
Scale digital across business
Make better use of customer data
Seamless interaction through any channel
Reduce cost and simplify management of conversational systems
80/20 rule – handle the majority of requests without human
Create once and use across domains to scale digital transformation
