Entering the Conversational EraWhat chatbot vendors aren’t telling you and how to address the challenge

Presenter: Lindsay SanchezHead of Strategic Operations and CMO, Kore

January 26, 2017

The era of conversational enterprise computing is dawning …-Deloitte

Paradigm Shift

1 DATA WEALTH

is ever analyzed or used

<.5% of data

1010100101011010101010101

2 INFRASTRUCTURE

3 USER DEMAND

Speech Enabled Devices

Virtual Assistants

Smart, Speech Enabled Sites

Messaging & Social Media

AI-Rich Bots

“‘Conversational AI-first’ will supersede ’cloud-first, mobile-first’ as the most important,

high-level imperative for the next 10 years.”

Gartner, Conversational AI to Shake Up Your Technical and Business Worlds, 30 September 2016

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Bots Platform MessagingSmart Bots

SalesHelp Desk Service

Banking Commerce

+MORE

Email SMS Skype Slack FB Messenger Kore Web Mobile

SDKs

Twitter

TEXT or SPEECH

CHANNEL CONNECTORS

ENTERPRISE INTEGRATIONS

Bot Builder

Natural Language Processing Speech Recognition

Intelligence

Middleware

SecurityAnalytics

Management

Admin Console

Enterprise-Grade

“The technology transition from one paradigm to another is generally disruptive, costly,

unavoidable, eventually complete and, in retrospect, definitely worth it.”

Gartner, Conversational AI to Shake Up Your Technical and Business Worlds, 30 September 2016

The Gartner document is available upon request Kore.GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Involve Cross Functional

Experts Early

Know Where to Start and

Why

Account for Bot Building

Nuances

Lesson #1

Know Where To Start and Why

The Perception

The customer, employee and partner use cases seem endless

The Reality

Not all use cases are created equal – nor practical for your company

Path of least resistance

A compelling event

A leadership “go-do”

Innovation exploration

• Background

CompanyA home improvement goods supplier

Background+$1B in revenue100’s of engineers“Innovation exploration” approach

Where They Started2-day internal hackathon

Result11 working bots presented in <24 hours- “Returns” bot for web- Invoice bot for customers - Inventory optimization bot for weather

LearningsInteresting exploration effortLacked an immediate plan of action

Identify use cases- Company-wide strategic goals - Highest priority customer experience and digital initiatives- System specific challenges- Manual/costly/inefficient processes

Quantify potential results- Number of people, number of times a task gets done, time to

complete a task, business impact of current issue

Consider enterprise readiness- Current systems and API availability - Data cleanliness and organization- Other factors – timing, people involvement, technology

adoption, compliance

Approach That Works

Lesson #2

Involve Cross Functional Experts Early

The Perception

I can create a chatbotconcept, show others what I did, then get buy-in

The Reality

Early involvement of multiple experts impacts definition and success

Who to Involve

Executive Sponsor

Brand Expert or Writer

Security Expert

Business Process Lead

Application Developer

• Background

EnterpriseAuto manufacturer

BackgroundExcited about innovation with botsCreate scenarios and ideasThen take to the business

Where They StartedCar configuration experienceApproval process bot

ResultUse case got too complex, too fast Business interest lacked Refocused on ITSM bot

LearningBusiness should vet beforehandSystem experts must be involved early Customer use cases require brand liasons

Understand stakeholder roles- Sponsor drives use case discussions and budget support- Business process expert helps define tasks and channels- Security expert identifies known risks or requirements - App developer understands APIs and builds bot- Writer ensures optimal conversational experience

Engage the team upfront - Involve the group in early information collection- Always collect security and compliance requirements

Pair developers with language experts- To test and adjust NL as needed prior to launching

Approach that Works

Lesson #3

Account for Bot Building Nuances

The Perception

Developers can use any bot building tool to create a bot that works

The Reality

There’s nuances to bot creation and the tools or platforms to build them

Nuances to Consider

• Background

EnterpriseGlobal conglomerate

BackgroundHighly regulatedLots of work with government officialsProject lead came from complianceGoal = operationalize strategic initiatives

Where They StartedEngaged providers that met security & compliance standards Envisioned employee training use caseListened to bot creation considerationsShifted use case based on data collected

ResultBot created to facilitate an international sales process with government officialsSimplified work Can save the company millions in fines

LearningThe devil is in the details

Understand the nuances- Types of bot tasks or capabilities- How omni-channel deployment works- Deployment model options- Integration support – REST, ODATA, Web Services, SOAP- NLP engine and configuration- Developer tools- Security and compliance features- Administration tools and bot lifecycle management

Do your due diligence - Ask the detailed questions, especially if you’re building

enterprise-grade bots

Approach that Works

“Organizations seeking to drive digital innovation should evaluate business scenarios in

which AI and machine learning could drive clear and specific business value and consider experimenting with high-impact

scenarios”

Gartner, Smarter with Gartner, Gartner’s Top 10 Strategic Technology Trends for 2017, October 18, 2016 http://www.gartner.com/smarterwithgartner/gartners-top-10-technology-trends-2017/

Thank You

Visit https://kore.com to learn more

QUESTIONS