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