Date post: | 22-Jan-2018 |
Category: |
Technology |
Upload: | information-development-world |
View: | 42 times |
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MICROSOFT Voice 1
A day in the life of a working chatbotDoug Kim
#idw2017
Our chatbot: The virtual support agent
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#idw2017
From web to web bot#idw2017
3 parts to a bot conversation:1. Intent: What does my customer want?
2. Context: What’s their situation?
3. Solution: What can I recommend?
#idw2017
1. Intent: What does my customer want?
I need new
shoes!
How do I print?
Where’s the
closest café?
#idw2017
2. Context: What’s their situation?
I’m a man,
size 8.5
I use Windows I’m in
Menlo Park, CA
#idw2017
3. Solution: What can I recommend?
Sale at Nordstrom!
Ctrl-P 863 El Camino
Real
#idw2017
To build content for bots:
1. Know your customer’s intent2. List the right questions for context3. Create solutions for each different context
#idw2017
Context demo: Xbox ban#idw2017
Context demo: Windows activation#idw2017
Solution demo: Change desktop background
#idw2017
To break down your content for bots, make three lists…
#idw2017
1. Your customers’ intents
Tip: List the most frequent questions. Or the most expensive issues.
#idw2017
2. Your context questions
Windows 10? Office 365? Phone or PC?
Tip: Ask only the questions that really matter
#idw2017
3. Your solutions
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Bing Instant Answer
Intent: “Change my desktop” means Windows
Context: Bing detects Windows 10
Solution: How to procedure, and button
Tip: Stick with the solutions you know you can deliver
#idw2017
Put it all together with the bot#idw2017
Start small, set boundaries
Expedia Skype bot
Bots become magical when they:
Detect intentRemember contextDeliver a personal solution
Hey Doug! You bought great boots last time,
want to see the new ones on sale?
Go from: This meets my requirementsTo: This fulfills my desires!
Thank you!
Doug KimMicrosoft Windows and Devices GroupContent Experiencecontact: [email protected]
Twitter: @dougkim
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