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What are chatbots?
I’d like to book a table
Sure. When for?
Tomorrow evening.
I can check that for you. What time would you like to join us?
8pm
And for how many people?
FourNo problem. I’ve booked that for you and will email confirmation.
In the enterprise
Intranet
ESN Self-serve HR
Learning Management
Line of business
applications
Records management CRM
Resource planning
Inventory management
Finance
Travel booking
@sharonodea #SmileExpo17
What does that look like?
Book holiday
Sure. When for?
Book
I’m afraid someone else in the team is off at that time, which leaves us understaffed. Would you like to ask your manager for an exception, or try different dates?
Ask my manager Try different dates
Build your own bot
@sharonodea #SmileExpo17
Hi. I’d like to book a meeting room please
When?
Input time and date
How many people?
Do you need equipment?
Input number
Provide options: screen, flipchart, video conference facility
Do you need catering?
Options: yes/no
The Science Part
@sharonodea #IOICLive17
Utterances
!Hi. I’d like to book a meeting room please.
Intent
Frameworks
#SmileExpo17
• Microsoft Bot Framework
• API.ai (Google)
• Watson (IBM)
• Amazon Lex
• Wit.ai • Pullstring
Make it snappy
*Meeker Report 2016
times per day150240minutes per day
96seconds per interaction
@sharonodea #SmileExpo17
=
Why build chatbots?
• Turn interactions into conversations
• Put tools and content into the hands of audiences
• Enable interactions to be simple and seamless – improve employee experience
• Act as a bridge between systems designed by IT and those designed for humans
• Automate simple tasks
• Easy to create and cost-effective • They do the hard work to keep things simple
for users@sharonodea #SmileExpo17
How to build a bot
Start with user needs
Plan your content and conversation
Buy – or use a framework to build
Test and iterate
Develop its personality
@sharonodea #SmileExpo17
blog: intranetizen.com web: sharonodea.co.uk email: [email protected] twitter: @sharonodea