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Best Practice Webinar

5 things to consider when building chatbots

Hear the Bosch success story

 

 

Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations.

Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents.

Join us to build a bot, use it right away and understand:

  • The business drivers for chatbots
  • How chatbots fit into your overall strategy
  • What we’ve learned from bad bots
  • Where bots add immediate value

Bosch needed to provide exceptional service to many internal departments and turned to chatbots to meet the volume of interactions. The departments didn’t just have unique needs, they also wanted to use different AI platforms; like IBM Watson, and Google DialogFlow. Learn how they integrated multiple Natural Language Understanding (NLU) technologies within a single platform and dynamically chose the best one based on the customer’s current journey. All while making this easy to deploy for each department — like never changing a line of code on the website, and seamlessly transitioning the interaction to a real, live agent if needed.

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Good morning, evening and afternoon everyone. My name is Josh

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Reed from the global digital events team here at Genesys

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and I’ll be the moderator for today’s webcast. And I’ll

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start by saying welcome and thank you all for joining

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today’s webcast, five things to consider when building chatbots. So

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to ensure that you have the best experience viewing this

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webcast, I’m going cover a few housekeeping items before we

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get started. First, if you experience any problems while listening to today’s

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webcast, refresh your browser and make sure that it’s up

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to date to support HTML5, it may also help to

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switch over to something like Chrome or Mozilla Firefox as

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well as these are the best browsers that support the

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webcast platform. And if you’re having trouble seeing the slide

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window, you can actually enlarge that window by dragging the

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bottom right corner. Also, please know that this webcast is designed

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to be an interactive experience between you and our presenters so

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at any time during this webcast, feel free to submit

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those questions in the Q& A window in the top middle and

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we’ll answer as many as we can throughout the presentation

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and at the end with our live Q& A session.

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However, if time does get away from us and we aren’t

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able to answer your question in the live setting, don’t

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worry we will follow up with you via email after

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the webcast conclusion within the next few business days. And

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know that this webcast is being recorded, so if you miss

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anything, have to refresh or want to have playback capabilities later,

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you will receive the on- demand recording via email from

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me within the next few business days so just be

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on the lookout for that. And also, at any time

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during the webcast, feel free to check out the resource

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box below the Q& A window. Clicking through won’t take you

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away so don’t worry about that, it’ll open up on a

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new tab, but these resources will really expand on today’s topic.

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And lastly, we welcome and appreciate your feedback. So you’ll

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have the opportunity to fill out a short survey on

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today’s presentation. The survey’s at the last icon below or it’ll just

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show up automatically at the end if you don’t want to worry about

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it yet. Okay, I promise. That’s all of the housekeeping stuff.

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Today we have two excellent presenters excited to discuss how

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to create chatbots that improve customer experience instead of increasing

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customer frustration. And we will give you an inside look

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on how Bosch Service Solutions integrated multiple natural language understanding

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or NLUs technologies, within a single platform. I’m thrilled to

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introduce Torsten Moritz the service owner of communications systems with

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Bosch Service Solutions as well as Genesys’s very own Joe

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Schufo, the product marketing director. So with all that being

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said, I’m actually going to go ahead and hand things

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off to the men of the hour here, Torsten, the floor is yours. Thanks

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a lot Josh. So welcome everybody. So maybe a short

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introduction, not about Bosch, I think you all are familiar with the company, most

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of you will have some dishwashers, other devices at your

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house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of the backgrounds we need

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to understand for our use cases. So one of the interesting story of Bosch is the amount of employees and what I outlined also, the amount of divisions we have. As it’s on the first slide, I’m belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for

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internal and external customers. So I wanted to give you the framework

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where we are working in and also how the Genesys platform fits

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into our business. So you’re all familiar with Bosch so let’s move

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over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so

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the footprint is quite large. So the variety of different customers

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we have is quite big. So different countries, different divisions,

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different areas of consumer services, so that lead to a huge demand of diversity in our portfolio for our chatbots and

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other services we offer with the Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering

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all of your businesses, so we’re doing a different business tenure but at

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the end, I think we’re not BPO but we are

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covering most likely from the content, one of your businesses

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where you’re from. So at the end, the things I’m

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trying to outline today are more general but it should

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be able for you to pick up or to reuse

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when you try to integrate both and be successful with this.

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One of the major topics next to the variety of areas

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is the amount of locations we’re operating the Genesys platforms.

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On the bottom you can see a different location from

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our division and on 15 locations we’re running the Genesys

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platforms. So out of this we have a huge demand of

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different requirements when it comes to legal requirements, local requirements

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and so on. The combination of these different source of have a huge impact on how we build up our platform and how we’re pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we’re doing a lot of integrations to what’s difference systems and also in distribution case, also different bot platforms. So I think that’s kind

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of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. This leads me to

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our first question, our first poll question. Interesting part for us would be how many Bot

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technology companies are you evaluating? So please give your vote

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and we will try to focus on your answers- And

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while we’re- to say, Torsten, I think this is a

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really interesting question while we’re waiting to see how many

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people are looking at different vendors just like you are

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as well. Exactly. Because of our business, we are even sometimes asked

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by a customer to integrate a specific technology, not only

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in the Bot area, so also other or AI technologies. They

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already decided in their company for some specific window and

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they are more or less asking us to adapt to

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this one with our part of the customer service we

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are delivering for them. I want to give you some more time

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to vote, we have quite some amount of attendees. Josh,

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I think we’re good to go. Yep. I’ll go and push those results now. Okay. So as

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you see, the majority is having a 0- 2, which most

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likely would be, I think I would consider a one.

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Actually, we are already integrated three different windows, one of

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the reasons as I said is we had a different demand from the market, and also we’re pushed into different directions due to strategy

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decisions outside of our organization. I’m interested to see that

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people are investigated more than six, so that’s kind of a huge amount

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of effort to put into really, but at the end I think really well

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invested time to find out what happens. So the amount

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of effort you put in at the end could give

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you really beneficial results, so the interesting part for us

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was that we could easily integrate the different so we started

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with Inventor, then the next integration we did with Google Dialogflow and the recent

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integration we did with a smaller German company, there were different reasons

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and different starting points why we did it, and one

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was kind of internal evaluation towards Inventor, then there was kind of

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a trend to go over with Google Dialogflow and the

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last one was because we could also run this on Premise.

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So for all of these three we were not starting with the Bot

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capabilities and so we always started how easy it is

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to provide this so called and this most likely implies that they

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think that’s kind of the exception. For us it was always the other

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way around, we always had the Bot only as an

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extension to the customer service. So we didn’t see what

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steps our agent kicks in as an exception. So for us

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we’ve lost the standard we need to cover with any Bot integration even before the

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Genesys Bot Gateway was available. So from the beginning we focused really on

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how the customer can be transferred properly to the agent without

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having a break in the customer journey or the agent

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starting from scratch. So a very interesting situation I had when

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I was at a customer meeting and the Bot topic

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came up and they told me they already did some Bot testing

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introduction and they badly failed. And I asked them how easy

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was it for the customer to reach the agent? And my intention behind

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the question was how many loops did the customer do?

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So how many? I did not understand you, please repeat

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cycles. And they told me that there was no agent involved at all, so no agent handover at all. So at the end they

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tried to start with a fresh Bot without considering any fallback.

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Especially if you start into production with a new bot, the chances for these other amount of these agent handovers or fallbacks are quite high and Also, I think one of the problems that most people see it as an issue and the expectations are way too high especially from management or from the outside towards the Bot project, they call it this. The

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scope management and also the expectation management, especially for the rollout, that’s really

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critical. So designing the Bot in the first integration to

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really also be fine was delivering this customer experience, which is

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not broken by Bot steps out, agent comes in, that’s already

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a good achievement. So for the customer there is no

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disadvantage. That’s the bottom line you should be able to reach at

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anytime for any project. If you identify that because of

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the nature of your service you will not be able to 100% self service the customer with the bot, that’s also totally fine. The qualification or classification approach for a Bot

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is also valuable to a service. So the expectation management and also how you really use the Bot and integrate

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it in your service is another thing that’s really a key

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to success. So trying to achieve from the beginning this 100% self service buy Bot for all

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use cases, I have my full customer service that will

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not, that’s obvious will not work and also that’s not

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a goal which you should try to achieve because there

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will be any way specific customers will use where you

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will never be able to meet their requirements. One of

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the other trends we saw in projects and discussions that

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more or less the full business logic, it moves into

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the bot. So that’s something which I can understand because

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now different teams will handle the Bot next to the

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Genesys developers and so on, but this is kind of

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wasting some resources. So the trend of moving everything out of the routing

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kind of limits or reduces this possibilities. An example would be, I don’t want to offer the Bot for with customers. So if I don’t do this or backing integration in the routing, then I will engage a Bot to decide not to handle this conversation. So that’s kind of, especially when you look at the cost and license cost, it’s kind of a very expensive decision because in the routing, that’s more or less for free

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because you don’t license decisions there. That’s a different, that’s kind of easy move, let’s move everything into the Bot because there we

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can easily build and design our flows. That’s kind of contradicting

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from some of the service designs and also sometimes from

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the cost efficiency you try to gain. I said, the

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overall design, I think that’s critical, that’s also something Joe will show in his demo,

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I don’t have that many slides. So you will see

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a demo from Joe in a few minutes. I said

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that the expectation management, I think that’s really critical, so

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I had multiple discussions where really people were already afraid

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before the project that they cannot deliver the management expectations towards the

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bot. The culmination of, I need to build up really new

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teams for training the bot, designing all these use cases and

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building up this combination between maybe the IT for the, let’s

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call it classical Genesys stuff, and the new Bot I need to

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integrate, that’s kind of an already challenging part to find out

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the responsibilities and also to identify where to focus and

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which content to do where. So the move from routing

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towards Bot could have some beneficial parts, but at the

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end, especially looking at this full service design, that could be

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kind of a misleading trend. A lot of people are already trying

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to do because of their starting point but only without

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considering the routing. So this is next also to the

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reporting part, something where I would recommend to really focus on, to not

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focus on Bot only, see the full chain of the

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service. Other interesting things were that the exchange between Genesys

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and the bot, whatever it is, it’s also kind of powerful

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so if you already get some information from the website,

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you can use this to maybe call the Bot different, even

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engage with different bots. So maybe in some countries, you want

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to offer a cheaper Bot if you’re really cost driven

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in other countries you offer a more expensive bot. So

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one of the huge benefits we have seen is because the Bot integrated

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on the webpage itself, it’s integrated in general routing, we can

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easily kind of switch on, switch off the bots. So

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looking at the classical works split where most likely you

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don’t own your own or you’re not responsible for your

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corporate website, you need to go either somewhere internal or

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even to a agency to have something implemented in the webpage, this is

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really an interesting benefit to enable or disable the Bot and

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routing for a rollout scenario while not changing anything on

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the webpage. So only a webpage will still have your and if a Bot steps into

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this conversation, that’s fully up to the routing logic, so

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maybe based on the IP range, the customer is coming from,

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maybe on this page, I’m offering it or on this

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segment I’m offering the bot. So going back to the topic, really don’t waste the Genesys

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routing resources that we use them also for these decisions.

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So from a more marketing, general point of view, you

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would say treat the bots similar to the agents. So

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if you invest a lot of effort in your agent

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routing, why won’t you reuse this benefits also for your kind

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of Bot routing? This is kind of a different approach

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than other companies do where the Bot is in front

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and then they need to develop an agent kind of a

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help or something like this. We have kind of standard generals into actions, we have all the benefits to really reuse from the Genesys platform. And one of the very interesting benefits we have seen and

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also compared to other windows, which are coming from the

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Bot area and then trying to add some agent experience

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afterwards. The re- usability of a Genesys integrated chatbot is kind of

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very easy and simple at least for plain text to

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transfer from one to another channel, so if you’re doing a chat

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integration with Genesys or the Bot Gateway, you don’t need

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to change anything when you want to migrate this kind of integration in the towards a business

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chat or a Facebook private message. This is kind of a very powerful and very cost saving

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mechanism for us, where we are able to fulfill the market demand

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because of this, what I outlined at the beginning, this variety of different requirements and different use cases

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we have. We are also forced to deliver multiple channels and

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they can pop up quite frequently and quite immediately for

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us. So the benefit to at least start with the basic

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chat, text chat that’s really beneficial to achieve for us, so the

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overall reception is quite good for us and I think that’s all for now, I don’t want

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to waste too much time from Joe’s presentation. So as Josh already mentioned at the beginning,

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we are happy to take some questions and answer them and

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we have also some time left at the end, so

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let’s hand over to Joe, thanks. Awesome. Thanks so much

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Torsten. So as we just mentioned, I want to go

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through a demonstration with you, really hitting on five main

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points about building chatbots. But before I do that, I

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am nosy and I have some poll questions to keep

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you guys engaged here as well. So let’s get this

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poll questions, let’s go through the demo and then we’ll

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hit the Q&A at the very end of this so that we

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can get some of those questions I know you’ve got

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for Torsten. The first question I have for everyone here

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today is what types of solutions are you considering to

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help with your Bot initiative? And this is something we

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hit home with Torsten’s speech earlier. Sometimes we look at

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this in house, other times we’re reaching out to other

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NLU providers like Dialogflow from Google or even local vendors

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that can run on Premises like we mentioned today. And

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I’m really interested to see what we’re seeing from people

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out there. So I’m going to give this a few more minutes, by minutes

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I mean seconds, I’m not that patient. And let’s go

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ahead and see those results here. This is a good

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split, we see that a lot of people are looking

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at building some of these solutions in house, reconsidering a

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Bot initiative, some of them looking at system integrators and

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just as equally look at it from a software standpoint.

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This is important, this is something we hit on within

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this speech earlier, is having that flexibility. You can choose

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those vendors, you can choose to design some of these

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in house and you may even go with a integrator as well.

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Getting that ability to choose if, not when or if what’s

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possible, really does give that some power. I’ve got one

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more question for you before we take a look at

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that demo. And that question is, if you have deployed

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one or more bots, what type of problems are you

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having right now? Now, I realize that is a extremely

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pointed question, but what I’m trying to get to is, what are

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the pain points? What are the areas that you think you could use

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help when it comes to managing these bots? And we

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saw earlier that we’ve got a wide amount of you

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that are looking at anywhere from zero bots all the

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way up to six and more, so as we add

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more and more to the equation here, things change, complexities increase. Let’s give

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that one more second and take a look at those

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results here. I love this. As we start looking at

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more and more bots, the answer that we’re seeing overwhelmingly is

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we don’t know what we don’t know. And that’s a

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really interesting piece, one of the key components of what

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we work with is reporting and being able to understand

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what’s going on within those bots? Are they failing? Are they transferring

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to agents? And what type of impact are they having

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with those agents? so what I want to do here is

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jump into that demo, and we talk about demonstrations but I want

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to show, there’s a story here on how we can make

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that experience great for our customer and how we can make

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that experience really between a Bot and an agent. The five main points that I want

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to hit on today are knowing when to engage, and

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that is the very beginning of this. Using tools that

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we’ll see to jump in right at the right moment with

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full understanding of the context. So as we engage these

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customers, are we using that current journey that we’re aware

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of to actually drive the conversation that we have here

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today? We mentioned this in the speech earlier, but a key

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component is, do not limit channels. We talk about chatbots

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and I think we have a natural tendency to think that a

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chatbot is just on a website, but a chatbot is Facebook Messenger,

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chatbot is WhatsApp, a business chat, it could be SMS,

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maybe it’s not even a chatbot at all, maybe it’s a voicebot

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and it’s on a phone call. Don’t limit channels and

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customers shouldn’t have a poor experience simply because we were

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only able to provide a good experience in one of those channels.

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Two other key components I’ve really want to hit on,

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and Torsten brought up this really nicely, is make sure

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that agents are always kept in mind. We should be

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able to blend these conversations as we talk about the

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interactions today from a chatbot to an agent, with full

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context of what has happened. And lastly there are so many great

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tools out there. I know this is a Genesys webinar

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but we hear more and more about some of the

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great tools we’re seeing out of using Microsoft, out of

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using Google Dialogflow, even Amazon and you should be able to do

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that. This is absolutely a situation where great technology shouldn’t

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be unavailable to you and you should be choosing when not if

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to try all these other Bot technologies for your business

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objectives. So let’s get to the demo here. I’ve babbled

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quite a bit, it’s time I actually show you some

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cool things. What I wanted to do today was walk

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through a story, and we’ve got a fake insurance company

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here to really set the tone G Insurance. We’re going

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to take a look at that experience from the perspective

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of a customer and then I’ll also be playing the agent’s side.

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And it all starts about, what happens when a customer

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is trying to engage with you but you sometimes make

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it hard to find that information, are we losing them?

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And how do we get them back? Even beyond that,

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losing customers to a lack of support or maybe even

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a missed sales opportunity is not only frustrating, it’s easily

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preventable. So let’s go through some of those key components

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that we can use based off those five points to

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see how we could make this a great situation. Here I

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am, I’m on the G Insurance website and let’s say

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I’m an existing customer that potentially has home insurance. So

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often, we see emails going out to customers saying, if

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you’ve gotten home insurance, you could bundle that together with

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your car insurance and potentially save some money. Now, we’ve

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spent all of this time crafting these email messages, getting

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them to our website and going out of our way

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to drive that engagement. So here I am just logging

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into the website, and I want to point something out,

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that chatbots are quite often used as an excuse for bad

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web design. Now, I know that’s odd but think about

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that, we have these websites that make it hard to

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find the information we need. I don’t see anything about

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car insurance here that’s actually getting me for what I

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want to find. Maybe I’ll go to the get a

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quote page and even though it has information about me

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applying or in getting that quote, I’ve got some questions before I

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do that, so what happens? Well, if I can’t find

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the information I’m looking for, I might leave. So I’ve gone on

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the search bar and I’m looking at car insurance, it’s

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all about things that I’m not looking for before I apply. This is

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frustrating. You’ve gotten me to the page, I’m actively searching

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for information on car insurance and I can’t find the

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information I need. So what can we do to change that?

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Well, we’ve got a few pieces of technology on the

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backend that can engage with predictive chatbots, so knowing when

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to engage with the customer and why we should engage?

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And the way we can do that is with something

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called Genesys Altocloud. So Genesys Altocloud is a predictive engagement

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technology, and to show that, we can see a live

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now dashboard of every single customer that is on our

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website. As they’re visiting, what are they searching and did

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they match current segments? So when we think about customer

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journey, did we send them an email about a potential

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offer? If we reached out and said hey, Sarah, come

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check out what we have for you in terms of

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that car insurance information so that you could bundle that together,

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this is something we should keep in mind. And as

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we look at all these customers, we might even drive

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right into a current one. So I can see Blair

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here is currently viewing the page, and we’ve seen that

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current journey. If you think about a movie, maybe even a DVD,

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there’s chapters selections, those are the meaningful moments in that

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movie. And that’s what we’re seeing here in that unique journey, that

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as Blair is navigating through that page, there’s certain points

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that we should be aware of and maybe even act on.

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On the bottom right we can see scores and this is where

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we start using machine learning to drive that engagement. So

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when we say predictive engagement with chatbots, what we mean is

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driving these chatbots for a business outcome. Using machine learning

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to understand how we can increase insurance quotes being driven

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on the website itself. And there’s a lot of ways

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we can do that, when we tell the system if

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someone is navigating to insurance and they navigate away, go

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ahead and extend a chatbot within that current journey. Or in

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this case, if we look at them using another device,

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maybe they’re on a mobile phone? Use something else, reach

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out for an SMS or a WhatsApp message, having the flexibility

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to change channels gives us that ability to also decide

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how we reach out on the device they’re using. So

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we’ve realized something here, we’ve got Sarah Marshall on this

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page, like I’m mentioning, searching around seeing nothing on car insurance,

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I’ve gone to the search box to look for it,

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nothing pops up, so I need to engage. And the

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best way to do that is with a chatbot. So

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we could do it a few ways, we could have

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that predictive chatbot come out, I could start a web

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chat, and we could reach out to that chatbot first.

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It’s important that the chatbot understands what’s going on in

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my current journey here. So let’s zoom in and take

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a look at that interaction. We’re greeted by K, our virtual assistant

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and she sees that I’m interested in auto insurance, by

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using that machine learning information that was brought into the chatbot

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right away. And that can just be conversational. So I’ve purchased a new

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car, any deals for that? Chatbot comes back with some

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frequently asked questions and one of those might be a

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new car pledge. So what type of deals you can

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get when you’ve just gotten a new car. And this

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is what we see chatbots use quite a bit and that we

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talk about this web design drives engagement through the chat

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and we use it for frequently asked questions, but it’s

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about taking that further. So what if I have questions

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about this specific new car pledge like can I add

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a family member? Something that we want chatbots to keep in

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mind is that context is always important. If I follow

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up with questions, those questions should be attached to the

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first intent or what I was originally asking when I

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started that interaction. So I’m following up about that new

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car pledge, I’m asking about adding family members, and what

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about taking that further. Well, frequently we just see chatbots being

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used around the idea of frequently asked questions, but what

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about automation as well? So let’s ask this chatbot if you can prepare

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a quote for me? This is something that we’ve seen

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more and more, the idea of process automation within chats.

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Agents are, they are evaluable, and if we’re taking up

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their time for a repeat task, couldn’t we be using

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that on more high impactful moments, customer frustrations, really difficult

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00:33:53,220 –> 00:33:57,230
questions? What we can do here is drive that initial

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interaction like preparing the quote, all from within this digital

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channel automated. And that allows me to enter in information

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that could be sensitive without sending it over to anyone

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else or it allows me to get that quote right

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00:34:12,580 –> 00:34:14,780
away at a time that we might not even have

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our contacts that are open at that moment. So as

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I’m driving this engagement, I’m going through that beautiful new

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00:34:20,790 –> 00:34:23,210
car that I just bought, I can get that quote

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right within the chat and I’ll just go ahead and

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view it in the window. Now, that’s great, we’ve hit

431
00:34:30,200 –> 00:34:33,030
on a few of those main components as being predicatively

432
00:34:33,030 –> 00:34:37,830
engaged, being context aware on this customer’s current journey, so

433
00:34:37,830 –> 00:34:40,510
if we come back to that Sarah Marshall engagement within

434
00:34:40,510 –> 00:34:43,810
the Altocloud side, we can see that full web journey

435
00:34:43,810 –> 00:34:48,510
that’s happened here, that drove that chatbot because we know that this

436
00:34:48,510 –> 00:34:51,250
person was interested in quotes and they were searching for

437
00:34:51,250 –> 00:34:55,460
car insurance. But let’s go ahead and end here. I’ve

438
00:34:55,460 –> 00:34:58,410
gotten the information I need for now and maybe time

439
00:34:58,410 –> 00:35:00,469
passed, I’m not quite sure if I’m ready to sign

440
00:35:00,469 –> 00:35:03,410
up or maybe I have signed up, things could happen.

441
00:35:04,330 –> 00:35:06,870
It’s important that we don’t stay to that one channel,

442
00:35:06,870 –> 00:35:09,730
and that’s something we mentioned earlier but how do we

443
00:35:09,730 –> 00:35:12,650
do that? On the case of a car insurance quote,

444
00:35:12,950 –> 00:35:15,730
we might go ahead and send someone an email, so

445
00:35:15,730 –> 00:35:17,610
I’m going to mirror my cellphone here for just a

446
00:35:17,610 –> 00:35:20,920
moment. I want to show that when we have these interactions,

447
00:35:20,969 –> 00:35:24,610
automation isn’t just within the chat itself, it’s about following

448
00:35:24,610 –> 00:35:27,100
up. In this case we could have reached out to

449
00:35:27,100 –> 00:35:30,980
Sarah with an email and showing that car insurance quote,

450
00:35:31,360 –> 00:35:34,190
so that I can go ahead and process the payment right

451
00:35:34,190 –> 00:35:36,980
with my phone in front of me. And as we talk

452
00:35:37,170 –> 00:35:40,250
about Bots, it’s important that we actually have the ability

453
00:35:40,250 –> 00:35:44,150
to extrapolate or take certain pieces of that Bot and

454
00:35:44,150 –> 00:35:46,880
use it in a siloed manner. What we have here

455
00:35:46,880 –> 00:35:50,280
is what we call a micro application. So there’s certain

456
00:35:50,280 –> 00:35:52,860
pieces of the Bot like preparing the quote that you saw

457
00:35:52,860 –> 00:35:55,880
here, that I might want to just make accessible to

458
00:35:55,880 –> 00:35:58,700
a customer in a more siloed fashion. In this case,

459
00:35:58,700 –> 00:36:00,760
I could go ahead and pay that quote if I

460
00:36:00,760 –> 00:36:05,860
wanted to, by just entering in some information and going

461
00:36:05,860 –> 00:36:09,340
through that process back and forth. What if I’ve still

462
00:36:09,340 –> 00:36:13,920
got some questions? Let’s go back to that email. We

463
00:36:13,920 –> 00:36:16,810
talk about Bots and we talk about channels, or what

464
00:36:16,810 –> 00:36:18,420
if I just want to call in and ask these

465
00:36:18,450 –> 00:36:23,080
questions? Voicebots should be just as accessible as we see

466
00:36:23,080 –> 00:36:25,760
within a chatbot. And let’s take a look at that

467
00:36:25,760 –> 00:36:28,500
here. I’m going to go ahead and make a phone

468
00:36:28,500 –> 00:36:31,460
call and we’ll ask some follow up questions about that

469
00:36:31,460 –> 00:36:34,160
car insurance quote just to see how I can get

470
00:36:34,160 –> 00:36:37,989
help? Potentially even make changes and then transfer to an

471
00:36:37,989 –> 00:36:50,540
agent if I’d like. Hi Sarah. Thank you for calling

472
00:36:50,540 –> 00:36:54,840
G Insurance. How can I help? Hey there. How does

473
00:36:54,840 –> 00:37:00,840
that deductible work? Okay. The following has been found for

474
00:37:00,840 –> 00:37:04,520
your query. A car insurance deductible is the amount of

475
00:37:04,520 –> 00:37:08,350
money you have to pay toward repair your insurance covers the rest.

476
00:37:08,750 –> 00:37:11,050
You have to pay a deductible no matter who is

477
00:37:11,050 –> 00:37:14,980
at fault. In most cases, the higher the deductible, the

478
00:37:14,980 –> 00:37:18,130
lower the premium. Is there anything else I can help

479
00:37:18,130 –> 00:37:24,580
you with? Yeah. How can I help? If I make

480
00:37:24,580 –> 00:37:27,060
a change with my deductible, how would that affect my

481
00:37:27,060 –> 00:37:33,219
monthly payments? Hey, I told you I am a smart

482
00:37:33,430 –> 00:37:37,730
assistant. In most cases, the higher the deductible, the lower

483
00:37:37,730 –> 00:37:41,660
the monthly payments. Your policy allows deductible to be set

484
00:37:41,660 –> 00:37:47,150
to 1, 000, 1, 500 or 2, 000 dollars. Currently your deductible is

485
00:37:47,150 –> 00:37:50,370
1, 000. Is there anything else I can help you

486
00:37:50,370 –> 00:37:57,880
with? Yes. How can I help? Can we go ahead and increase my deductible by

487
00:37:57,880 –> 00:38:05,030
500 dollars? Okay, all set. Your monthly payment will go

488
00:38:05,030 –> 00:38:08,530
down by 50 US dollars. The link to the updated

489
00:38:08,530 –> 00:38:12,400
policy will be sent via SMS. Is there anything else

490
00:38:12,400 –> 00:38:15,140
I can help you with? Yeah, I’d like to speak to

491
00:38:15,550 –> 00:38:20,550
an advisor. You would like to speak to an advisor,

492
00:38:20,630 –> 00:38:26,010
is that correct? Yes. One moment please while I put

493
00:38:26,010 –> 00:38:29,980
you through to an advisor. So let’s take that off

494
00:38:29,980 –> 00:38:31,770
speaker for a moment just to talk about some of

495
00:38:31,770 –> 00:38:35,060
the things that we did here within that Bot interaction. We

496
00:38:35,060 –> 00:38:39,260
went ahead, asked some questions, received responses that were actually

497
00:38:39,260 –> 00:38:43,930
tailored to our current deductible in this situation and we

498
00:38:43,930 –> 00:38:47,770
even went ahead and made a deductible change. Now, we’re going to

499
00:38:47,770 –> 00:38:50,170
reach out to an agent. So as I switch over

500
00:38:50,170 –> 00:38:52,190
my screen here for a moment, we’ll see that we have

501
00:38:52,190 –> 00:38:55,390
our workspace web view, the agent view. And when I

502
00:38:55,390 –> 00:38:59,600
go ready, I’m going to receive that interaction. One of

503
00:38:59,600 –> 00:39:01,690
the things that we don’t hit on all the time that

504
00:39:01,690 –> 00:39:04,810
are so great about Bots is the ability to do

505
00:39:04,890 –> 00:39:08,900
interactions steering. Well, what is this interaction about? Who’s the

506
00:39:08,900 –> 00:39:11,460
best person to help you? How do we get the

507
00:39:11,460 –> 00:39:14,910
information we need to make those decisions? That conversation I

508
00:39:14,910 –> 00:39:18,870
just had, that was the same as navigating an old school

509
00:39:18,730 –> 00:39:22,910
IVR, where I might be entering in some buttons, pressing all of

510
00:39:22,910 –> 00:39:27,440
these boring menu options, instead I’m having a conversation and

511
00:39:27,440 –> 00:39:31,050
that routes me to the right agent. Even better, that

512
00:39:31,050 –> 00:39:35,000
agent knows exactly what this interaction’s about, I even have the

513
00:39:35,000 –> 00:39:39,410
ability to not only receive that customer’s information, but quickly drive into

514
00:39:39,410 –> 00:39:42,840
those interactions. So if you remember that chat we had

515
00:39:42,840 –> 00:39:45,590
earlier, well, I can review all of that right on

516
00:39:45,590 –> 00:39:49,070
my screen from an agent perspective, even review the voicebot

517
00:39:49,280 –> 00:39:51,910
interaction that we just had a moment ago. All of

518
00:39:51,910 –> 00:39:55,480
this should be accessible to us because again, we need

519
00:39:55,480 –> 00:39:57,280
to make sure that when we transfer to the agent,

520
00:39:57,700 –> 00:40:01,290
they have full awareness on those past interactions. So not

521
00:40:01,290 –> 00:40:04,410
just what happened yesterday, but what happened across every single

522
00:40:04,410 –> 00:40:09,030
channel. And this is important about Bots because we’re quickly realizing

523
00:40:09,030 –> 00:40:11,830
that customers respond to companies as if they’re a single

524
00:40:11,830 –> 00:40:15,270
person. They might say I spoke to you yesterday or

525
00:40:15,660 –> 00:40:18,600
I chatted with you earlier about this insurance policy, don’t you

526
00:40:18,840 –> 00:40:22,170
about that? It’s important that your agents have full awareness

527
00:40:22,170 –> 00:40:24,440
of all the power that we’re giving bots as well.

528
00:40:26,870 –> 00:40:29,700
So to come back to that phone again, we’re on

529
00:40:29,700 –> 00:40:32,500
that phone call conversation, the agents got all the information

530
00:40:32,500 –> 00:40:35,080
they need and I received that text message like we

531
00:40:35,080 –> 00:40:38,850
talked about earlier that automatically showed me that new policy

532
00:40:39,060 –> 00:40:41,190
and I could reference that while I’m on the phone

533
00:40:41,190 –> 00:40:45,500
call with an agent. So let’s go ahead and end

534
00:40:45,500 –> 00:40:49,630
this interaction here and we’ll tie this up and I want to show

535
00:40:49,630 –> 00:40:52,739
one more Bot use case as we talk about all

536
00:40:52,739 –> 00:40:54,830
the different ways that we could be engaging and all of

537
00:40:54,830 –> 00:40:58,410
the ways that customers are expecting from us. Another big

538
00:40:58,410 –> 00:41:02,219
one is social media or different channels in general. Something

539
00:41:02,219 –> 00:41:05,130
to think about is how our customers are engaging with

540
00:41:05,130 –> 00:41:08,960
us? And Facebook messenger and WhatsApp and a business chat,

541
00:41:08,960 –> 00:41:11,480
these are all new ways that we need to be

542
00:41:11,480 –> 00:41:15,239
not only available but using that same Bot technology or

543
00:41:15,239 –> 00:41:19,540
that same orchestration there. Now, one of our key principles

544
00:41:19,800 –> 00:41:24,330
was being and Facebook has some great thoughts as well on the

545
00:41:24,410 –> 00:41:27,550
natural language understanding side, what you may have heard as

546
00:41:27,610 –> 00:41:31,290
Wit or Wit. ai. It’s important that you be able

547
00:41:31,290 –> 00:41:33,960
to use those as well. So if I were to

548
00:41:33,960 –> 00:41:36,989
reach out to G Insurance on Facebook, they might be

549
00:41:36,989 –> 00:41:40,410
using an entirely different NLU on the backend. It might

550
00:41:40,410 –> 00:41:42,510
have a bit more small talk, it might be a

551
00:41:42,510 –> 00:41:45,160
little bit better at just going back and forth with

552
00:41:45,160 –> 00:41:49,210
customers in a casual conversation, it’s still important that it

553
00:41:49,210 –> 00:41:51,980
has the ability to access all the data on me

554
00:41:52,360 –> 00:41:55,070
just as we saw within the chat, just as we saw

555
00:41:55,070 –> 00:41:58,730
within that voice call. So in this situation, let’s say

556
00:41:58,730 –> 00:42:01,500
sometime goes by and I reach out to G Insurance

557
00:42:01,500 –> 00:42:03,510
on Facebook because I’m on the side of the road

558
00:42:03,969 –> 00:42:06,520
and maybe I forgot a crack in my windshield, so

559
00:42:06,520 –> 00:42:10,700
I need help. Let me go ahead and engage here,

560
00:42:12,300 –> 00:42:15,160
one thing I always like to do is prove that

561
00:42:15,160 –> 00:42:17,810
it’s a live demo. Every once in a while you

562
00:42:17,810 –> 00:42:20,010
might see some fun that pops up but this is how

563
00:42:20,110 –> 00:42:22,880
we know that it’s live. Let me get a little

564
00:42:23,010 –> 00:42:30,760
bit more aggressive with it. Well, Facebook might be sleeping

565
00:42:30,760 –> 00:42:33,320
today, but what we wanted to show here was when

566
00:42:33,320 –> 00:42:37,090
we engage on that G Insurance Bot that’s within Facebook,

567
00:42:37,350 –> 00:42:40,170
we can actually go ahead and set up information like

568
00:42:40,170 –> 00:42:43,870
getting your windshield fixed. So going through that automated journey

569
00:42:43,870 –> 00:42:47,540
there and having that available to you right within another

570
00:42:47,540 –> 00:42:50,880
channel. So situations that, maybe I’m on the road, maybe

571
00:42:50,880 –> 00:42:53,070
I’m at work and I need help, I might not

572
00:42:53,070 –> 00:42:55,170
be able to reach out on that web chat, I

573
00:42:55,170 –> 00:42:57,870
might not be able to call in right away, I’m actually going to go ahead and try

574
00:42:58,790 –> 00:43:02,520
to do something like Facebook. So apology is there, that’s

575
00:43:02,750 –> 00:43:06,520
always the nature with live demos but from here, we

576
00:43:06,520 –> 00:43:09,590
can start to open this up to some Q&A if anyone has

577
00:43:09,590 –> 00:43:15,550
any and let’s see. Actually, before we open that to Q&A, I

578
00:43:15,550 –> 00:43:19,210
think I’m going to give it one more go. One of the things I’ve realized

579
00:43:19,210 –> 00:43:21,870
in the past is if I have my agent available,

580
00:43:21,870 –> 00:43:25,730
it might be ringing me so that’s on me. Let’s

581
00:43:25,730 –> 00:43:32,270
try one more time and we’ll bring up that screen

582
00:43:32,270 –> 00:43:49,719
share. Okay. Well, we tried. So at this point, we can

583
00:43:49,719 –> 00:43:52,510
go back, let’s open up to some Q& A guys, my apologies there.

584
00:43:52,580 –> 00:43:54,460
We can always follow up with another demo and show

585
00:43:54,460 –> 00:43:57,150
that Facebook piece. I’d love to talk further if that’s

586
00:43:57,150 –> 00:44:04,120
something you’re interested in. No problem. Thanks Joe for the

587
00:44:04,120 –> 00:44:07,219
excellent demo that you did provide. And like he said,

588
00:44:07,670 –> 00:44:09,080
go and reach out to us if you’d like to

589
00:44:09,080 –> 00:44:13,770
see that more in depth by either reaching out to your executive

590
00:44:13,770 –> 00:44:18,420
or having an SDR follow up. I think we’d like to

591
00:44:18,420 –> 00:44:22,680
show you that in a personal demo environment. Like he

592
00:44:22,680 –> 00:44:24,350
said, we’re actually go ahead and open up to the

593
00:44:25,310 –> 00:44:28,270
Q& A. With that being said, to participate in today’s

594
00:44:28,270 –> 00:44:30,400
Q& A, go ahead and throw those questions into the

595
00:44:30,400 –> 00:44:32,730
Q& A window in the middle and we’ll answer as

596
00:44:32,730 –> 00:44:34,330
many as we can with the time that we have

597
00:44:34,330 –> 00:44:40,940
remaining. First up, I’m going to ask a question to

598
00:44:41,280 –> 00:44:48,270
Torsten. Torsten, our friend Kelly wants to know, do the

599
00:44:48,270 –> 00:44:53,550
Bosch Bots support things like voice chat, both or something

600
00:44:53,550 –> 00:44:55,680
else? Could you expand a little bit on what your

601
00:44:55,680 –> 00:45:01,590
Bots currently support? Yeah. So we started with for web chat Bots

602
00:45:02,290 –> 00:45:05,620
because of the huge demand and for us to other

603
00:45:05,620 –> 00:45:11,590
channels. So Bots still text based and we’re already investigating and did some

604
00:45:11,590 –> 00:45:16,340
proof of concept with a voice part as well. Really identifying also the challenges when it comes to Bot vendors and this kind of

605
00:45:21,170 –> 00:45:26,239
boring topics which could be very stressful in real production.

606
00:45:26,239 –> 00:45:32,810
So the production use cases are really text based Bots

607
00:45:33,000 –> 00:45:37,080
but voices also a huge demand which is coming up

608
00:45:37,080 –> 00:45:43,030
more and more and as Joe showed. There’s also a reason for

609
00:45:43,030 –> 00:46:01,260
this so kind of moving away from traditional TGMF and asked by the Dialogs to Bot conversation rooms. Why should I have this different experience in kind of established channel like why should I have a poor experience when

610
00:46:01,260 –> 00:46:03,790
I just came from a webpage where I had this

611
00:46:04,020 –> 00:46:08,550
Bot conversation or really a conversation with a company already?

612
00:46:09,920 –> 00:46:15,110
Yeah, absolutely. I think that’s such a great point Torsten. People become not

613
00:46:15,110 –> 00:46:18,160
reliant but they expect that experience. Especially when you give

614
00:46:18,160 –> 00:46:21,150
them something that’s great, that should be consistent across those

615
00:46:21,150 –> 00:46:28,960
other channels as well. Awesome. Well, hopefully that answers your

616
00:46:28,960 –> 00:46:30,930
question Kelly. If not you can go ahead and throw

617
00:46:30,930 –> 00:46:34,060
a follow up into the Q& A window and I’m going to go ahead

618
00:46:34,060 –> 00:46:36,920
and move onto our friend Mike here, he would like

619
00:46:36,920 –> 00:46:39,510
to know, can you speak to the importance of the

620
00:46:39,550 –> 00:46:43,980
NLU in Bots to handle the 35 different languages you

621
00:46:43,980 –> 00:46:48,580
have to support and was this a challenge to their

622
00:46:48,580 –> 00:47:06,570
fine tuning in your Bots? Yeah. So the beneficial part of our business is we don’t need to cover all these languages in one customer service project. So we have customers out of the different regions, the answer is we were not face this challenge, but due to the amount

623
00:47:06,739 –> 00:47:09,920
of countries we’re supporting, we definitely had this as a

624
00:47:10,510 –> 00:47:17,130
huge topic when evaluating the Bots and also, the variety of Bots let’s

625
00:47:18,920 –> 00:47:22,700
just call it Bot integrations, we’re already offering kind of,

626
00:47:22,900 –> 00:47:29,780
protects us from, customer asks for a country or language

627
00:47:29,780 –> 00:47:32,310
support and the Bot we are having in our portfolio

628
00:47:32,310 –> 00:47:37,360
doesn’t support it. So the beneficial part is that we are in

629
00:47:37,750 –> 00:47:42,040
the position now to really pick the Bots based on the customer

630
00:47:42,550 –> 00:47:46,630
requirements or what I outlined before, we are even pushed

631
00:47:46,730 –> 00:47:50,180
to integrate a different Bot maybe from a customer coming from a

632
00:47:50,480 –> 00:47:54,230
region where they already did this evaluation on their own

633
00:47:54,230 –> 00:48:00,430
and asked us, okay, please use this, choose a Bot from us to

634
00:48:00,430 –> 00:48:07,260
integrate it or to deliver this in your customer service. You’re either offering to us so this kind of independence from the Bot vendors also

635
00:48:07,260 –> 00:48:14,180
kind of give us the freedom we need to pick

636
00:48:15,010 –> 00:48:27,180
the best matching Bot for the specific customer requirements without having to redesign our full platform or even changing a lot of things in the

637
00:48:27,180 –> 00:48:36,960
business logic so really the capabilities and abilities to, in worse case

638
00:48:36,960 –> 00:48:41,530
you mix different Bots. So depending on some, as I said,

639
00:48:41,530 –> 00:48:46,330
routing decisions, that’s kind of unique for us and I

640
00:48:46,330 –> 00:48:49,290
said it’s kind of a very valuable feature in the

641
00:48:49,460 –> 00:48:54,489
platform we have now. There were also questions towards compliance and so and so,

642
00:48:56,280 –> 00:49:02,380
what I mentioned at the beginning, because we’re in different countries,

643
00:49:02,380 –> 00:49:06,680
we are also offering internal services so we have a variety

644
00:49:06,680 –> 00:49:12,350
of different legal and also on top, customer requirements, which

645
00:49:12,350 –> 00:49:20,150
can become legal requirements. So we can currently fully deliver on

646
00:49:20,150 –> 00:49:26,800
Premise, Bot experience without any other sub processors Bosch. So it’s fully

647
00:49:26,800 –> 00:49:31,820
on Premise, so that’s possible why we are able also to

648
00:49:31,820 –> 00:49:36,860
integrate a new Cloud Bot provider or AI provider. At

649
00:49:36,860 –> 00:49:40,440
the same time without, as I said, tearing down the full

650
00:49:40,440 –> 00:49:45,060
platform and implementing something from scratch. Yeah. And one thing

651
00:49:45,060 –> 00:49:48,610
to know is, I think what’s super powerful is the ability to

652
00:49:48,610 –> 00:49:51,020
run multiple Bots in parallel. So you could have a

653
00:49:51,020 –> 00:49:54,440
situation where the Bot is interacting with someone and maybe

654
00:49:54,440 –> 00:49:57,540
that Bot only understands one language, but you could layer

655
00:49:57,540 –> 00:50:00,420
another Bot that it’s actually just there for translation services

656
00:50:00,739 –> 00:50:03,860
and we’ve seen that used even internally, we have lead

657
00:50:03,860 –> 00:50:07,530
development reps that might be based in South America, maybe

658
00:50:07,530 –> 00:50:09,969
they only speak Spanish, not only speak English and a

659
00:50:09,969 –> 00:50:13,570
Portuguese chat comes in. Well, that can throw a wrench

660
00:50:13,570 –> 00:50:16,230
in the system there, so the ability to have a

661
00:50:16,230 –> 00:50:20,530
Bot that overlays, has ability to give the natural language

662
00:50:20,530 –> 00:50:23,080
that agent and then give the respective language to that

663
00:50:23,080 –> 00:50:31,580
customer or person reaching out, that’s really important as well. Awesome. Thanks

664
00:50:31,580 –> 00:50:35,739
guys. I’m going to direct this next question to Joe, our

665
00:50:35,739 –> 00:50:40,760
friend Clayton wants to know, does Kate require intelligent automation

666
00:50:40,760 –> 00:50:44,330
to work or could you go into a little bit more detail about what

667
00:50:44,330 –> 00:50:48,380
Kate does require? Absolutely. And Clayton, that’s a great question.

668
00:50:48,380 –> 00:50:51,469
So when we think about Kate, that is our virtual assistant

669
00:50:51,469 –> 00:50:54,010
here and Kate could manifest in a lot of ways

670
00:50:54,010 –> 00:50:56,880
and might use many different Bots in the backend depending on

671
00:50:56,880 –> 00:51:02,739
your business. Intelligent automation is one of the tools that we use within

672
00:51:02,820 –> 00:51:05,460
Pure Engage which is our platform at Genesys. So we’ve

673
00:51:05,460 –> 00:51:09,320
got three platforms here. That you might be a PureCloud,

674
00:51:10,320 –> 00:51:14,040
PureConnect or PureEngage customer or someone looking into those. They’ve

675
00:51:14,040 –> 00:51:16,989
all got unique capabilities in terms of helping your business

676
00:51:16,989 –> 00:51:21,500
from a customer experience stand point. Intelligent automation is one

677
00:51:21,500 –> 00:51:25,750
of those tools within PureEngage, if you’re using PureCloud, you

678
00:51:25,750 –> 00:51:29,200
might be using something called Architect. So it’s not required,

679
00:51:29,200 –> 00:51:31,760
it’s simply a piece of the puzzle if it’s on

680
00:51:31,760 –> 00:51:35,040
that platform for you. Basically just means that if you’re

681
00:51:35,040 –> 00:51:38,190
doing that type of work in that platform, that’s one of the

682
00:51:38,190 –> 00:51:41,239
tools we use, but I don’t want you to think that

683
00:51:41,300 –> 00:51:43,420
you’re only tied to that one. So depending on the

684
00:51:43,420 –> 00:51:46,300
platform you’re using, you might have some different choices there.

685
00:51:50,250 –> 00:51:54,180
Thanks Clayton for your question, hopefully that answers that. I’m

686
00:51:54,180 –> 00:51:56,500
going to go ahead and move on to a question

687
00:51:56,500 –> 00:52:03,460
for Torsten here. Okay. The question is, is it possible

688
00:52:03,460 –> 00:52:08,750
to integrate information from Bosch devices in chat? In addition

689
00:52:08,750 –> 00:52:12,590
to that, what roles at Bosch Service Solutions have the

690
00:52:12,600 –> 00:52:16,239
highest workload when it comes to maintenance and training these

691
00:52:16,239 –> 00:52:18,100
Bots? Could you expand a little bit more on that?

692
00:52:19,780 –> 00:52:22,560
Yep. So for the first question, I think you’ve watched the

693
00:52:23,110 –> 00:52:28,660
IoT commercials, so I think currently not. Not yet. So

694
00:52:29,100 –> 00:52:35,480
the Bosch Global webpage is one of our customers for example so the extension of

695
00:52:35,960 –> 00:52:41,300
this or integrating IoT capable devices, they have mobile devices and so

696
00:52:41,300 –> 00:52:46,300
on. That’s definitely something we see as a demand, we

697
00:52:46,300 –> 00:52:57,750
will face soon because also you asked. So the customer demand for these integrations, that’s predictable already.

698
00:52:59,980 –> 00:53:02,770
We don’t see any, well, we don’t have any fear

699
00:53:02,770 –> 00:53:06,850
for this, so I think we are fine with also kind of

700
00:53:06,850 –> 00:53:10,760
this additional information. So also they are, I would question myself, okay, is this kind

701
00:53:16,719 –> 00:53:22,320
of technical information or whatever part for the routing, already

702
00:53:22,320 –> 00:54:01,920
for the Bot or both? To really find out what’s the best handling part for this or even at some RPA mechanisms for this and how to reintegrate them. But I don’t see the, for us it would be an additional channel with additional content. So nothing really, where we, as I said before, where we need to start from scratch. It has some major implications, but more to load and other things. So it’s additional contents which you need to handle somehow. Maybe you have an IoT Bot, which we would then add as

703
00:54:02,020 –> 00:54:07,360
well. So these possibilities, we think we’re on the safe

704
00:54:07,360 –> 00:54:13,010
side to add this capabilities. And the other question was

705
00:54:13,210 –> 00:54:18,000
the, where’s the highest workloads? So this was really an

706
00:54:18,070 –> 00:54:22,150
interesting discussion also, who’s really handling the maintenance of the

707
00:54:22,150 –> 00:54:30,360
Bots? This is more outside of IT so we’re kind of identifying

708
00:54:30,360 –> 00:54:42,680
is the Bot answering well or do I have a

709
00:54:42,680 –> 00:54:44,680
lot of unanswered questions? That’s more driven by the business. So the input is driven by the business, assisted because most of the time

710
00:54:44,680 –> 00:54:50,989
we started with an existing web chat, so we had some content we could already kind of identify that’s the probability, which could be

711
00:54:54,469 –> 00:55:18,300
high for this topics and then really business and team leaders are working on identifying what’s maybe missing in the Bot, what’s going wrong? And then a collaboration with IT and other stakeholders happens. Awesome. So unfortunately we only have

712
00:55:18,300 –> 00:55:21,160
time for about one more question before I end today’s

713
00:55:21,160 –> 00:55:24,140
session. However, don’t fret, if we didn’t answer your question

714
00:55:24,140 –> 00:55:26,570
here in the live session, we will follow up with

715
00:55:26,570 –> 00:55:29,630
you via email within the next few days. So this last question is going to go

716
00:55:31,120 –> 00:55:33,270
to you Torsten and if there’s anything you’d like to

717
00:55:33,270 –> 00:55:39,300
add Joe, feel free. So Torsten, our friend Annie wants

718
00:55:39,300 –> 00:55:42,500
to know, could you talk a little bit more about

719
00:55:42,500 –> 00:55:45,350
how many intents that you’ve had to create or how

720
00:55:45,350 –> 00:55:48,620
many do you expect to add? And talk about maybe

721
00:55:48,830 –> 00:55:56,280
the staff that you’ve dedicated to enhance these Bots? Yeah.

722
00:55:56,910 –> 00:56:01,350
As I said before, because of all the businesses it’s

723
00:56:01,350 –> 00:56:09,560
really segmented. So we have multiple projects with multiple Bots. So there’s no general answer because there’s no Bosch

724
00:56:09,560 –> 00:56:12,660
Service Solutions answer. Every answer would be kind of project

725
00:56:12,660 –> 00:56:21,260
or a customer specific for us. So maybe Joe has some more or a kind of a number or an

726
00:56:21,260 –> 00:56:25,660
answer which applies more to you? No, that’s a great

727
00:56:25,660 –> 00:56:29,130
question. I think, as Torsten said, the intense you have

728
00:56:29,130 –> 00:56:31,090
and just for everyone in the audience here, the intense

729
00:56:31,090 –> 00:56:35,670
would be, what are we trying to accomplish from that

730
00:56:35,670 –> 00:56:39,910
customer interactions? So if I said something like, I need to

731
00:56:40,660 –> 00:56:44,580
change my deductible, the intent would be changing deductible there.

732
00:56:45,510 –> 00:56:48,450
So for a business, that could be entirely different, you

733
00:56:48,450 –> 00:56:51,020
may find that you need a lot of intense, you

734
00:56:51,020 –> 00:56:53,190
may find you only have three or four, depending on

735
00:56:53,190 –> 00:56:56,640
your business. An important piece to go with that is

736
00:56:56,640 –> 00:56:59,610
training the Bot to understand how’d you get to that

737
00:56:59,610 –> 00:57:03,180
intent? So I’m like, say I need to change my deductible, I

738
00:57:03,180 –> 00:57:06,190
might also say, hey, I don’t want to pay that

739
00:57:06,190 –> 00:57:07,960
much when I get into an accident, and that could

740
00:57:07,960 –> 00:57:10,760
mean the same thing. And that’s where I think, the

741
00:57:10,760 –> 00:57:14,540
importance of adding a lot or adding more is really

742
00:57:14,540 –> 00:57:19,970
going to show within the effect of of your Bot. Yep.

743
00:57:22,550 –> 00:57:25,980
I think at the end it’s really also not that critical. As long as you

744
00:57:25,980 –> 00:57:32,840
allow this proper transition to the agent, even if you start really small and you

745
00:57:32,840 –> 00:57:37,320
don’t cover the full range, you still have at least

746
00:57:37,320 –> 00:57:40,660
partly understood what’s happening and you have a coverage of

747
00:57:42,630 –> 00:57:46,450
the interactions and the ones you’re not covering, the agent

748
00:57:46,450 –> 00:57:50,040
can also give some feedback towards the Bot training or

749
00:57:50,040 –> 00:57:55,770
whatever. But there’s also something we did that really used the

750
00:57:55,770 –> 00:58:00,820
agents back to, in cycles so the team leaders to get this input

751
00:58:00,820 –> 00:58:04,090
as well. I love that Torsten. I think, we don’t

752
00:58:04,090 –> 00:58:06,980
want someone to have a guillotine moment where they’re chopped

753
00:58:06,980 –> 00:58:09,450
and they’re done, the interaction’s over, there’s no way to

754
00:58:09,450 –> 00:58:16,920
get more information so that’s absolutely crucial. Well, thanks guys

755
00:58:17,100 –> 00:58:21,070
for providing your awesome answers to excellent questions from our

756
00:58:21,070 –> 00:58:25,500
live audience. Unfortunately that is all the time that we

757
00:58:25,500 –> 00:58:28,590
have today for Q& A, but like I said before,

758
00:58:28,590 –> 00:58:31,790
go ahead and throw those questions into the Q& A window before we end

759
00:58:32,040 –> 00:58:34,790
today’s session and we’ll be sure to follow up with

760
00:58:34,790 –> 00:58:38,690
you via email or feel free to email us specifically

761
00:58:38,690 –> 00:58:42,880
at [email protected] genesys. com, no caps or spaces, with the

762
00:58:42,880 –> 00:58:45,600
title of the webcast in the subject line and we’ll

763
00:58:45,600 –> 00:58:50,130
be sure to respond promptly. So with all that being

764
00:58:50,130 –> 00:58:53,540
said, to wrap up first, don’t forget to take advantage

765
00:58:53,540 –> 00:58:56,750
of the additional resources within that resource list below the

766
00:58:56,750 –> 00:59:02,170
Q& A window. Clicking, before I end today’s session, we’ll

767
00:59:02,170 –> 00:59:04,990
open up in a new tab and that’ll really expand

768
00:59:04,990 –> 00:59:09,150
on today’s topic, giving you some additional information. And also

769
00:59:09,150 –> 00:59:11,860
the friendly reminder, if you could fill up that survey that’s

770
00:59:11,860 –> 00:59:13,710
going to show up at the end of the webcast,

771
00:59:13,710 –> 00:59:16,900
providing your thoughts on today’s presentation, we’d greatly appreciate that

772
00:59:16,900 –> 00:59:22,060
feedback. So on behalf of Torsten, Joe and the entire

773
00:59:22,060 –> 00:59:25,860
Genesys team, we thank you again for joining today’s live

774
00:59:25,860 –> 00:59:30,080
webcast, five things to consider when building chatbots. Until next

775
00:59:30,080 –> 00:59:31,720
time, have a good one everyone.

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Meet the Speakers

Joe cuiffo webinar image

Joe Ciuffo
Product Marketing Director
Genesys

Torsten moritz webinar image

Torsten Moritz
Service Owner Communication Systems
Bosch Service Solutions

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