CHATBOTS: CHANGING THE WAY WE COMMUNICATE WITH OUR CUSTOMERS EBT... · CHATBOTS: CHANGING THE WAY...

CHATBOTS: CHANGING THE WAY WE COMMUNICATE WITH OUR CUSTOMERSRicky Aviles

Vice President

Novo Dia Group, Inc.

WHAT IS A CHATBOT Software programs that use

messaging as the interface through which to carry out any number of tasks, from scheduling a meeting, to reporting weather, to helping users buy a pair of shoes. Poncho – Personalized weather

service

WHY THIS WILL WORK• Rapid advancement of AI and

Machine Learning

• Popularity of messaging apps

• App Fatigue• Most spend 85% of time using 5 apps

• Improved Customer Support and reduced costs

CURRENT EXAMPLES

• Poncho

• CNN

• Twyla

• WSJ

• Hyatt

• 1800 - Flowers

• HP

• Shopify

• Salesforce

• HealthTap

ALSO INCLUDES “VIRTUAL ASSISTANTS” Siri Alexa Viv Google Assistant

VIV EXAMPLE

POSSIBLE EBT APPLICATIONS

Customer Service

Appointment Scheduling

Disaster Applications

Initial Data Collection for Applicants

“BUT WHAT WE DO IS DIFFERENT” Chatbot lawyer overturns 160,000 parking tickets in London and

New York - http://www.donotpay.co.uk/signup.php Developed by 19 year old second yr. Stanford student

”Chatbots can improve government customer service.” https://fcw.com/articles/2016/06/28/chatbots-federal-cx.aspx DigitalGov University Hosted conference at GSA headquarters to

discuss AI, Machine learning and Chatbots for Government Services

North Carolina Innovation Center

Chatbot for employees who need IT Help

Lost/Forgotten Passwords/Usernames

State receives thousands of tickets daily

QUESTIONS AND COMMENTS