Chatbot Conference - Utrecht

2018Building Bots that work

April, 2018

Head of Conversational UI +

Applied A.I. @Springbok Agency

Segment Marketing Manager +

Digital Transformation

Nice to

meet you!

Alexis Safarikas Bram Leunis

Introduction

Belgium’s leader in quality and service with the

full choice of features – bringing customers

instantly close to what matters

No frills offering for

customers looking for

the best prices

The Proximus Group telecom

operator in Luxembourg, offering

fixed and mobile products and

convergent services

ICT with a focus on corporate

and institutional customers in

the Netherlands and

Luxembourg

Best-in-class international

wholesale solutions for voice and

mobile data service providers

worldwide, with an expertise in

security and CPaaS solutions

Hello we are

Our ambition

Accelerating our transformation

towards a digital service

provider, delivering superior

customer experience

CUI is a solution to improve

customer experience while

reducing costs

Chatbots

are now

a reality

Smart assistants

will become a new channel

To enable CUI,

we look at the

whole picture

To move from POC

to factory, we need to

rethink our organization

Partnership models

New competencies

Rethink internal systems

Branding BOTS

with voice + tone

An IT framework for AI

Scalable - Reusable - Open

apps

capabilities

Chatbot

NLP

Smart assistant

Deep learning

Reco engine

..

.

Proximus

EnCo

Proximus IT systems

Big data

..

.

Sam & Titus video

Results thus far

+122%Webshop orders with

connectivity pack

Time saved per week

for customer support

+7 hours

Building a first POC

Approach for POC

Scope Personae Rich contentArchitectur

e

Setup Launch

&

Measure

Strategic

Scoping

(CUI

canvas)

Vision

User

User needs

Constraints

Revenue

Value

proposition

KPIs Ecosystem Data sources

Triggers Process

Cost

Conversational architecture

Conversational architecture

allesweter bij Proximus

5 jaar IT-consultant voor kleine bedrijven

psychologie, zijn interesseveld is groot dus een vrij algemene universitaire studie was ideaal voor Titus

computers uit elkaar halen en weer in elkaar steken, zijn hobby was altijd belangrijker dan zijn studies

hij en zijn vriendin zijn al samen sinds de middelbare school, 2 jaar geleden kregen ze Louis en het tweede kindje is onderweg

Beroep

Ervaring

Studies

Hobby

Familie

Personae definition

Kevin HartActor

Empathische humor, lacht vooral met

zichzelf en zijn figuur/postuur

Tegelijk is hij een enorme kracht als

comedian en fitnesser

Harde werker, makes it look effortless

To the point, snappy

No bullshit

TitusBot

Tone of voice

Bot builder

UI + Rich content

UI + Rich content

Impact

Making the business case

Prioritize use cases, channels, … on business value

FTE reduction

Reduced handling time

Additional sales

Lift in NPS

Licenses

Development cost

Integration cost

Maintenance

Engagement +

experience

User centric backlog

Self-service

24/7

What’s next

Scaling-up to

match business

goalsMore integrations :

Api’s & Customer data

Process automation

Increase volume :

More intents

More pages / channels

Chatbot

OptimisationA chatbot is never a finished product

How people think launching a bot works

How it actually works

Build Test Deploy

Metrics Monitoring NLP Training

Key optimisation tasks

Creative content UX/UI

CUI team

Service Designer

⊙ Ideate on customer needs

⊙ Facilitator

⊙ User testing & UX support

⊙ Align with the brand vision

CUI Lead Strategist

⊙ Product vision

⊙ Scoping

⊙ Team setup

⊙ Strong tech skills

Conversation architect

⊙ Conversational architecture

⊙ Measure & monitor

⊙ NLP training

⊙ User centric focus (support UX)

Conversational designer

⊙ UX review

⊙ UI design

Conversational Copywriter

⊙ Tone of voice & persona creation

⊙ Copy and content creation

⊙ Creative direction

Designer / Animator

⊙ Content design

⊙ GIF, Animations

⊙ Creative direction`

Front-end

⊙ Integrate

⊙ AnimationPRODUCTION

VISION

Product Owner

⊙ Internal alignment (political role)

⊙ Main decision maker (gatekeeper)

⊙ Lead the product vision

Springbok Proximus Both

2 weeks agile

sprints

Define

elements

of SPRINT

Testing and last

iterations

Release

1 2 3 4 5

Design and content

creation

Developments

(back + front-end)

The digital

transformation

impact

Thank you! Chat you later :)