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CHATBOTS
Wim Rampen
CX COMPANY. FOUNDED IN 2004.
Launched 1st chatbot, with Rabobank on MSN in 2005
TravelFinance Retail Telecom Utility Logistics
What the..!?
Chatbots can be intelligent
assistants, but they do not
need to be
Intelligent chatbots are automated self-service resources, offering consistent answers
and responses to queries or instructions on behalf of brands or enterprise companies
Bots, or Chatbots are automated, conversational software agents deployed most often
inside of a messaging app, such as Facebook Messenger, Slack, WeChat, Spark and
others.
MACHINE LEARNING TAKES (LOTS OF) TIME,
EFFORT AND MONEY BECAUSE IT REQUIRES LOTS
OF DATA, ADVANCED ANALYTICS CAPABILITIES AND
MANY, MANY EXPERIMENTS
(BUT IT CAN BE AMAZING WHEN APPLIED WELL)
RESULTS
Humans: 90%
Random: 44%
High-score: 58%
Low-score: 32%
Babar wonders how he
can get new clothing.
Luckily, a very rich old
man who has always
been fond of little
elephants understands
right away that he is
longing for a fine
suit.
WINOGRAD CHALLENGE
Who is
“he”?
NLP RECOGNITION RATE > 90%
+
AUTOMATED BUSINESS RULES
+
HUMAN BASED LEARNING
=
15% - 50% LIVE CONTACT
REDUCTION
ACCORDING TO OUR CLIENTS
IN THE FURTURE, WILL YOU ALL BE..
Digital interaction volume
Growth rate
Live Contact
growth rate
if not
automated?
WE NEED HUMANS AND ARTIFICIAL INTELLIGENCE TO
WORK TOGETHER TO CREATE VALUE FOR CUSTOMER
AND COMPANY WITH THE 80% TO 90% OF DIGITAL
INTERACTIONS THAT CURRENTLY GO TO WASTE
Automate online FAQ-dialogue & promote the right channel for thejob
Transform key-journeys accrosschannels with pro-activenotifications & conversationaldialogue
Unlock hiddenvalue by creatingnew hybridinteractions & journeys thathelp customersget their job done
NLP with
rule-based
automation
Context and
personalisation
Advanced analytics
& machine learning
CASE STUDIESHier komen max 5 case studies: Ditzo, Anglian Water, T-mobile, OXXIO, OHRA
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