the rise of the bot in internal communications

The rise of the botin internal comms

Introductions

@sharonodea #SmileExpo17

What are chatbots?

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.

Hype


#SmileExpo @sharonodea

Chatbots in the wild


In the enterprise

Email

Intranet

ESN Self-serve HR

Learning Management

Line of business

applications

Records management CRM

Resource planning

Inventory management

Finance

Travel booking


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

Book meetings


Approve expenses


Frequently asked questions


Repair Bot



Train your own

Pre-trained

Train themselves

Build your own bot


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

motion.ai


Employee questions

Credit: Scarlett Abbott


Frameworks

#SmileExpo17

• Microsoft Bot Framework

• API.ai (Google)

• Watson (IBM)

• Amazon Lex

• Wit.ai • Pullstring

Q&A Maker


Test and iterate


Buy, don’t build


Make it snappy

*Meeker Report 2016

times per day150240minutes per day

96seconds per interaction


=

poncho.is


getrescue.io


Bus Uncle (Facebook)


• Tone

• Characteristics • Personality


Prototyping tools


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


blog: intranetizen.com web: sharonodea.co.uk email: [email protected] twitter: @sharonodea

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the rise of the bot in internal communications

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