Webinar Bytes

5 things to consider when building chatbots

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

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.

Watch the full webinar by clicking this link.

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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So maybe a short introduction, not about Bosch, I think

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you all are familiar with the company, most of you will have some dishwashers,

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other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of

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the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount

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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 internal and external customers. So I

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wanted to give you the framework where we are working in and

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also how the Genesys platform fits into our business. So you’re all familiar with

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Bosch so let’s move 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

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delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the

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variety of different customers we have is quite big. So

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different countries, different divisions, different areas of consumer services, so

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that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the

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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 all of your businesses, so we’re doing a different

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business tenure but at the end, I think we’re not

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BPO but we are covering most likely from the content,

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one of your businesses where you’re from. So at the

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end, the things I’m trying to outline today are more

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general but it should be able for you to pick

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up or to reuse when you try to integrate both and

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be successful with this. One of the major topics next

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to the variety of areas is the amount of locations we’re

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operating the Genesys platforms. On the bottom you can see

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a different location from our division and on 15 locations

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we’re running the Genesys platforms. So out of this we have

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a huge demand of different requirements when it comes to

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legal requirements, local requirements 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

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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 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.

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