A Bot At Work: Microsoft Virtual Support Agent with Doug Kim

MICROSOFT Voice 1

A day in the life of a working chatbotDoug Kim

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Our chatbot: The virtual support agent

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From web to web bot#idw2017

3 parts to a bot conversation:1. Intent: What does my customer want?

2. Context: What’s their situation?

3. Solution: What can I recommend?

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1. Intent: What does my customer want?

I need new

shoes!

How do I print?

Where’s the

closest café?

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2. Context: What’s their situation?

I’m a man,

size 8.5

I use Windows I’m in

Menlo Park, CA

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3. Solution: What can I recommend?

Sale at Nordstrom!

Ctrl-P 863 El Camino

Real

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To build content for bots:

1. Know your customer’s intent2. List the right questions for context3. Create solutions for each different context

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Context demo: Xbox ban#idw2017

Context demo: Windows activation#idw2017

Solution demo: Change desktop background

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To break down your content for bots, make three lists…

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1. Your customers’ intents

Tip: List the most frequent questions. Or the most expensive issues.

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2. Your context questions

Windows 10? Office 365? Phone or PC?

Tip: Ask only the questions that really matter

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3. Your solutions

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Bing Instant Answer

Intent: “Change my desktop” means Windows

Context: Bing detects Windows 10

Solution: How to procedure, and button

Tip: Stick with the solutions you know you can deliver

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Put it all together with the bot#idw2017

Start small, set boundaries

Expedia Skype bot

Bots become magical when they:

Detect intentRemember contextDeliver a personal solution

Hey Doug! You bought great boots last time,

want to see the new ones on sale?

Go from: This meets my requirementsTo: This fulfills my desires!

Thank you!

Doug KimMicrosoft Windows and Devices GroupContent Experiencecontact: dougkim@microsoft.com

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Twitter: @dougkim

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