The document discusses three key lessons about developing conversational bots:
1. Know where to start and why - identify high priority use cases aligned with business goals, quantify potential impact, and consider enterprise readiness rather than exploring all possible uses.
2. Involve cross-functional experts early - engage stakeholders like executives, process owners, developers, and writers from the start to properly define the bot and ensure success.
3. Account for bot building nuances - consider the specific capabilities, channels, tools, security, compliance, and lifecycle management required as these details impact which platform to use for enterprise-grade bots. Experimentation is important to address these nuances.
Entering the Conversational Era with Chatbots for the Enterprise
1. Entering the Conversational Era
What chatbot vendors aren’t telling you and
how to address the challenge
Presenter: Lindsay Sanchez
Head of Strategic Operations and CMO, Kore
January 26, 2017
The era of
conversational
enterprise computing
is dawning …
-Deloitte
9. “‘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.
10. Bots Platform MessagingSmart Bots
SalesHelp Desk Service
Banking Commerce
+MORE
Email SMS Skype Slack FB Messenger Kore Web Mobile
SDKs
Twitter
TEXT or SPEECH
CHANNEL CONNECTORS
ENTERPRISE INTEGRATIONS
Bot Builder
Natural Language Processing
Speech Recognition
Intelligence
Middleware
Security
Analytics
Management
Admin Console
Enterprise-Grade
11. “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.
17. • Background
Company
A home improvement goods supplier
Background
+$1B in revenue
100’s of engineers
“Innovation exploration” approach
18. Where They Started
2-day internal hackathon
Result
11 working bots presented in <24 hours
- “Returns” bot for web
- Invoice bot for customers
- Inventory optimization bot for weather
Learnings
Interesting exploration effort
Lacked an immediate plan of action
19. 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
26. Where They Started
Car configuration experience
Approval process bot
Result
Use case got too complex, too fast
Business interest lacked
Refocused on ITSM bot
Learning
Business should vet beforehand
System experts must be involved early
Customer use cases require brand liasons
27. 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
34. Where They Started
Engaged providers that met security &
compliance standards
Envisioned employee training use case
Listened to bot creation considerations
Shifted use case based on data collected
Result
Bot created to facilitate an international sales
process with government officials
Simplified work
Can save the company millions in fines
Learning
The devil is in the details
35. 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
36.
37. “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/
