1. Types of bots and basic understandingof machine learning / AI. 2. What can a (chat) bot do for usin internal communications and process automation? 3. How to start a (chat) bot project?Short case study of the Swisscom intranet chat bot proof of concept.

1. Will your Intranet be replaced
with a (Chat) Bot?
Online Meeting
12.04.2018, 13:30-14:30
Advatera
www.advatera.com www.rethinkdigital.ch

2. Your hosts
2
Thomas Maeder
Consultant, Experience Designer
& agile Project Manager
thomas.maeder@rethinkdigital.ch
Jonathan Sejnoha
Digital Experience Manager
jonathan.sejnoha@swisscom.com

3. About rethink digital
3
rethink your digital employee experience.
Consulting, Experience Design
& agile Project Management for
● Intranets & Digital Communication
● Employee Portals
● Social Collaboration
● Digital Workplace
● Employee Experience
Thomas Maeder
thomas.maeder@rethinkdigital.ch
www.rethinkdigital.ch

4. Agenda
1. Types of bots and basic understanding
of machine learning / AI.
2. What can a (chat) bot do for us
in internal communications and process
automation?
3. How to start a (chat) bot project?
Short case study of the Swisscom intranet chat
bot proof of concept.
4

5. Agenda
1. Types of bots and basic understanding
of machine learning / AI.
5

6. Basic understanding
of machine learning / AI (a non-scientifc introduction)
Machine Learning and Artifical Intelligence
is already here. Think about….
6

7. Google Image Search
7

8. Bing Translator
8

9. LinkedIn People you may know
9

10. Twitter Bots
10

11. Apple Siri, Amazon Alexa
11

12. Basic understanding
of machine learning / AI (a non-scientifc introduction)
Machine Learning and Artifical Intelligence
is already here. Think about….
12

13. Microsoft Azure Cognitive Services
13

14. Amazon Machine Learning Services
14

15. Google Cloud AI Services
15

16. Basic understanding
of machine learning / AI (a non-scientifc introduction)
What is machine learning?
What is AI?
What is a Bot?
What is a Chat Bot?
16

17. What is Machine Learning?
17
Machines learn
by analyzing big data,
algorithmen and constant
training.
Machine learning is mainly
statistics.
Machine learning is a way
of achieving AI.
How does a human learn?
Through observation, association and training.

18. What is Artificial Intelligence?
Artificial Intelligence is the broader concept of machines
being able to carry out tasks in a way that we would consider
“smart”, tasks that are characteristic of human intelligence.
18

19. What is a Bot?
An application that performs
one or more automated tasks,
triggered by an event.
Bots automate tasks you would
usually do on your own.
19

20. What is a Chat Bot?
An application that performs one
or more automated tasks …
and uses conversations as user
interface (conversational UI).
Chat bots simulate a
conversation.
20

21. Bot Architecture
21

22. Agenda
2. What can a (chat) bot do for us
in internal communications and process
automation?
22

23. Bots and AI in the
2018 Step Two Digital Workplace Radar
23
Artificial intelligence
"…it’s uncertain how it will affect daily
work and the design of the digital
workplace."
Bots
"This is the hottest topic in the
enterprise space. Leading organisations
have already launched beta solutions,
which are being used to better
understand staff needs and modes of
interaction. However, customers and
vendors alike are discovering that
designing for conversational interfaces is
at least as complex as for traditional
systems. "

24. Bots in the Digital Workplace are
already here. Think about…
24

25. Types of Bots
Like for robots in the physical world, there is an incredible diversity of bots in
the digital world. To simplify, it's helpful to consider 2 types of bots (of course,
many bots combine both, which is what makes them particularly powerful):
Bots for conversation
The ability to ‘chat’ with something, rather than just clicking buttons, is very
powerful. It allows information to be explored and uncovered, in the same way
we naturally do when talking to a person.
Bots for integration and automation
Organisations are packed with different systems, most of which have been run as
stand-alone silos. Bots provide lightweight ways of coding new integrations
between systems, to perform useful tasks.
25

26. Bots and the Digital Workplace
26
DWP User Experience
Home Screen/DashboardHome Screen/Dashboard
Employee
Communication
Managed
Content
Social
Collaboration
Daily Work
Transactions
Find, Ask & Discover

27. (Chat) bot use cases in internal
communications and process automation?
• What’s my leave balance?
• When do I get paid next?
• Book me a holiday for …
• What meeting rooms are available now?
• Book a meeting room for 10:30 on Thursday.
• Who has expertise in … ?
• Who is in charge of …?
• Find the expenses form.
• What does this acronym mean?
• What’s happening today?
• What’s on for tomorrow?
• Phone Bob.
• When is Bob next available for a meeting?
• What are the current loan rates?
• How do I use the stapling feature of the
photocopier?
• … 27
Any employee

28. (Chat) bot use cases in internal
communications and process automation?
• Give me the facts for client …
• Tell me the recent sales for client …
• Set up a new client for …
• Find me a parking spot.
• Find me petrol/a hotel/a print shop.
• Recommend a lunch location.
• Tell the client that I’m close.
• Give me the traffic alerts.
• Find me the best order for today’s visits.
• Share this presentation with the client.
• Add a reminder for one week.
• Check the stock levels of …
• Register a new sale.
• Record the mileage for this trip.
• How are my sales targets?
• Tell me the latest intranet news.
• What do I need to approve?
• … 28
Salesperson

29. Agenda
3. How to start a (chat) bot project?
Short case study of the Swisscom intranet
chat bot proof of concept.
29

30. How to start a (chat) bot project?
1. Scope & Setup
2. User Journeys, Conversation Flows
3. Bot Personality/UX
4. Content Sources, Content
Management
5. Implementation
6. Training & Testing
30

31. 1. Scope & Setup – start with a PoC
31

32. 2. User Journeys, Conversation Flows
32

33. 3. Bot Personality/UX
33

34. 4. Content Sources – use what's there and
complement what's missing
34

35. 5. Implementation – don't start from scratch,
use a bot framework
35

36. 6. Testing & Training
36

37. Swisscom chat bot proof of concept
Demo use cases
1. Bot channels/clients: Skype for Business vs Web client
2. Find me an expert? (content source = employee profile)
3. What's the lunch menu today? (content source = external
staff restaurant provider)
4. Bot personality 1
5. FAQ How can I update my out of office reply?
(content source = faq)
6. Bot personality 2
7. Bot training LUIS
8. Bot usage dashboard
37

38. • Define your scope and user journeys
• Form 1 interdisciplinary team (Content, UX, Technology)
that works closely and agile together
• Craft a bot personality
• Get external know-how for a quick start (Hackathon)
• Conversations flow are very important and challenging
• Bot needs to be trained, enough data and testing is needed
• Skype for business currently not really suitable as a
channel/client for a chat bot
38
Swisscom chat bot proof of concept
Lessons learned

39. Wrap-up
Will your Intranet be replaced with a
(Chat) Bot?
39

40. 40
(Chat) bots are here to stay…
• everyone uses messaging applications
• conversational user interfaces are getting
more mature
• plenty of internal use cases are poorly
digitalized, chat bots offer lightweight
integrations
• chat bots enrich the digital enterprise
experience and add value to the digital
workplace
• chat bots can become a virtual assistant for
staff
• currently an impressive chatbot ecosystem
is evolving that incorporates the progress in
machine learning/AI
…but they are still at a very
early stage

41. Q & A
41
Thomas Maeder
Consultant, Experience Designer
& agile Project Manager
thomas.maeder@rethinkdigital.ch
Jonathan Sejnoha
Digital Experience Manager
jonathan.sejnoha@swisscom.com
Thank
you!

42. rethink digital | Zielweg 29, 3014 Bern | Switzerland | www.rethinkdigital.ch | thomas.maeder@rethinkdigital.ch | +41 79 688 08 71
Consulting • Experience Design • Agile Project Management