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Bots NOT Coming for Your Job: How Chatbots Can Power Productivity
Bots NOT Coming for Your Job:How Chatbots Can Power Productivity
SoZango builds chatbots for good…
Not robots trying to take your job
The Zang of SoZango
We design A.I. systems that humans love
You may remember have seen bots like this….
Erica - Bank of America
Today’s Bots Are A Little More Polite
Chatbots…a what?
You may have heard of:
▫ Conversational UX / CX▫ Conversational Customer
Support▫ Digital Assistance ▫ RPA
Chatbots are technology that allows users to have a conversation with software.
The Why of Chatbots
Dynamic
Personalized Autonomous
The Messaging Internet
Chatbots live on platforms and channels you and your customers are already using!
Complexity
Live Chat
Rule Based
Live Chat
NLP + Self Learning
Rule Based
Live Chat
Personalization
NLP + Self Learning
Rule Based
Live Chat
The Range of Bot Complexity
What do they look like?
Project Management:Saving Time
Using conversation to ease the burden of project reporting ▫ Automate personalized project
plan updates ▫ Receive accurate and timely
view of a project status ▫ Enhance the efficiency of team
meetings.
Service Ticket:Qualify Tickets
Using conversation to ease the burden of service ticketing▫ Automate common fixes ▫ Receive accurate ticket
information ▫ Enhance the efficiency of the
solution team.
Have Chatbots Crossed the Chasm?
Recent Chatbot Acquisitions▫ API.ai - Google▫ Wit.ai - Facebook▫ Recast.ai - SAP▫ Motion.ai - Hubspot▫ Kik CRM - Shopify
The Fast Evolving Bot Ecosystem
When can chatbots help me?
But first ... What chatbots are NOT good at:
▫ Acting alone▫ Being Creative▫ Handling Exceptions
What makes a chatbot loved?
UserFriendly
EngagingValue
Additive
A Path to Great Chatbots
Let’s Augment (What you have)
with Automated (What you need)
to Enable (What you want)
Examples include...
Augment your customer data, with automated engagement, to enable higher conversion
Augment your Top Tier PM, with Automated status updates to enable faster product development
Let’s Augment (What you have)
with Automated (What you need)
to Enable (What you want)
Where arewe going?
Technology AdvancesAlexa with a Screen
Siri Reboot
User ExpectationsAs users encounter bots on a more regular basis they will begin to expect bot interactions and interfaces. (Erica BoA / La City / Amtrak)
New use cases vs. replicationBusiness will better understand the true value of chatbots and start deploying them to solve problems unique to this channel.
DIGITAL CONVERSATIONS SO WORTH HAVING
WWW.SOZANGO.COM
[email protected] (UX)[email protected] (TECH)
![arXiv:1809.08267v1 [cs.CL] 21 Sep 2018completion bots, social chatbots. These bots can be grouped into two categories, task-oriented and These bots can be grouped into two categories,](https://static.documents.pub/doc/80x56/5ece234efe281a66ee51388d/arxiv180908267v1-cscl-21-sep-2018-completion-bots-social-chatbots-these-bots.jpg)
