Outcome Oriented
Chatbots
XXXXX
by
David Patterson
KnowNow Information

Intelligent Assistants
• Chatbots and virtual assistants are proving to be much
more than just a fad - they have quickly become a key
access channel where immediacy is of value.
• Gartner predicted 25% of all customer service
interactions will be via bot by 2020.
• Salesforce says 69% of people prefer to use chatbots
for quick interactions.

A useful comparison
• When the internet rose to prominence in the mid 90’s
most companies wanted a website.
• Over time, the skills to build a website became more
prevalent. Eventually, anyone could build one.
• Quickly it became obvious that the key skill was how
to communicate. Not so easy to get right.

History repeating…
• Intelligent Assistant technology is improving.
• The key IT providers are on board, Google, IBM,
Microsoft.
• The software development skills required to build a
simple bot are much reduced.

History repeating…
• Intelligent Assistant technology is improving.
• The key IT providers are on board, Google, IBM,
Microsoft.
• The software development skills required to build a
simple bot are much reduced.

“The key is to design your assistants with your
users in mind. How do they expect to
communicate and what do they need to
achieve? ”

User Expectations
• Resolve my query
• Understand me
• Be relevant to my questions
• Show me images
• Don’t repeat yourself
• Clarify my meaning if
necessary

Expect more
• A chatbot doesn’t just replicate a FAQ document
• A chatbot should interface with back end where
necessary to provide immediate answers
• Combine different bots or skills into a single assistant
• Users should feel comfortable. No ‘uncanny valley’.

Our Development Ecosystem
Development Tools
Developers
3rd Party Tools
Deployment
Conversation Director
KnowNow InformationIBM Skore
Watson Assistant Google Assistant
VerticlyTectonic
UK/GreeceUK/Philippines
KnowNow
UK
EscalateAI
Automated Human Handover
EnvolveIT
Predict marketing opportunities
THCO Your IT TeamLocal Government systems
KnowNow

The Conversation Director
• Establish a common language and
capture user interaction
• Evaluate how machine interaction
will differ from human to human
• Generate insight and design a
project to deliver end to end
capability
• Work with partner ecosystem to
deliver the required bot. Embed
and optimise.
• 1 day workshop, 1 week
turnaround with business process
capture and project plan- £5,000
plus VAT and travel.

Directing Conversation
• Preselected options
represented as buttons
• Used to enable the user to
make a decision or to confirm
understanding
• Can be simple yes/no or
totally user-definable

Adding images
• Integration of images as your
response to the user
• Use an image to quickly
convey meaning to your user
• You can demonstrate areas of
the screen you want the user
to read or click
• Use gifs to give your bot
personality

Disambiguation
• Your assistant might be confident that two or more
dialog modes match the user’s goal but needs help
deciding which one to follow.
• Disambiguation allows your assistant to ask your user
for clarification by listing the purpose of each node
and asking the user to select the right one.
• You can select the text you want the assistant to say
to your user.

DIGRESSIONS
• Sometimes the user will start another line of enquiry
while the bot is within a specific intent’s dialog
• Digressions enable the bot to leave one dialog to
answer the new question/intent
• You can return to the initial dialog if appropriate

Getting Started
• Map out your existing customer processes
• Find the gaps and opportunities
• Set realistic goals
• Define your purpose!

David Patterson
Conversation Director
KnowNow Information
david.patterson@kn-i.com
07738 310999