Telco, media and Digital experts
We are implementing a Digital Strategy in a B2B Telecom company.
Within the strategy we will launch a Bot implementation initiative.
Do you have examples of real life relevant bots. (Please add why and add specific details on how to reach it)
Hi Ignacio,
It depends on why you mean by bot.
In case you are talking about RPA robots, you can of course apply robots to increase the efficiency and/or quality of the business processes of an organization. In fact, from the team I am leading in my current work we are developing robots with, but not limited to, these purposes:
- mass creation, synchronization and update of data.
- ticketing management, ticket answering depending on SLA conditions, SLA penalty avoiding through push reminders, ticket reallocation based on word patterns, etc.
- all reporting related to PMO and project managers: backlog state, SLA state, projects state, etc.
- other reporting: health status of systems, nightly jobs execution results, etc.
- high volume document processing, e.g., to find word patterns or specific content.
Just as a reference, we saved more than 8300 hours just in one client service account in 2018 with around 30 robots, and with an average ROI of 5.2 months.
In order to reach this solution, you need to count on a RPA tool (we are using UiPath, but others like BluePrism or AutomationAnywhere are also valid), but the most important part is the automation strategy. A strategy is needed to identify business processes and bottlenecks, optimize current processes (if necessary, e.g., via BPM) and then identify opportunities for automation. Once identified, filter by technical feasibility and prioritize by ROI.
In case you are talking about chatbots, despite I am not a chatbot expert I think the answer depends on the purpose the bot is built for (e.g., guiding final users to reduce L1 and L2 tickets, showing the products and services of our company, improving internal efficiency of teams, etc.) as well as the conversational level the initiative needs (high conversational vs. direct actions). For example, Google DialogFlow and IBM Watson Chatbot are examples of platforms of general purpose, hihg conversational chatbots that can help you guiding final users or your workers to the better and/or faster solution. Technologies like these are easy to access and implement.
Chatbots can be also connected to RPA robots. For example, the former can be used to guide the operator and collect data in order to invoke the latter. Frameworks like TrustPortal are used with this purpose and thus connect humans with RPA robots.
Hope this answer is helpful for you.
Regards.
Hello Pedro, I was referring to live concrete examples of chat bots , which as you point out can include ‘connections’ to RPA robots
Amazing results from your project!! we will be shortly in touch
Hello Ignacio,
Find in the following article some real life chatbot examples, and also a good intro about it: https://learn.g2crowd.com/facebook-chatbots
The most popular platform to develop and deploy a chatbot is Facebook Messenger, because they have a strong integration API for 3rd parties developers, and also because they have an excellent share in the markets (especially in US). Inside you can find a lot of useful bots, like KLM Airline, one of the firsts successful Business Case based on chatbots. https://aibusiness.com/chatbots-klm-interview
There are others IM platforms that support chatbots like Telegram, Skype, Slack, Wechat, and WhatsApp for Business that you can use to deploy you chatbot, but if you have a good IT chatbot architecture you can easily also integrate your chatbots to several Voice Assistants, like Amazon Alexa, Google Assistant and Siri.
Google assistant (soon) will be a very important channel, specially on development countries, based on Google product (and strategy): “Android GO” https://www.youtube.com/watch?v=rnx-BEsyvWo. Android Go, is a light version of android designed for entry-level devices, centered on Google Assistant as a main point of contact to deploy services (apps/chatbots) on these devices.
Be sure that you have a good “Training Plan”. A critical success factor is to have a well-trained chatbot, prepared for all business user-case entry points, and this is a continuos (never ending) process: like check every day the “fallbacks” (fail) user intents, etc…
Chatbots is the new App!
Regards
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What are some easy steps you have worked on implementing?
First line definitely yes. Second and third line depends on how creative and empathic the answer needs to be. If you can know that the client calling is a high value one at risk of walking away, you might want to offer the “human experience” instead of the chatbot.
Peter. Just my opinion. Yes, robots will replace human work in Call Centers. But, the real question is when and how much?. Those will replace some other repetitive job positions too, but they should give human professionals the opportunity to develop other characteristics as empathy (where robots can reach yet). I am involved in AI studies and AI is overpassing human accuracy by far in some domains (but General Artificial intelligence is still a utopia).
I understand that we are now still in the weak AI era, and that the Turing test is still far away to be passed by any talking machine. Besides semantics is a field of work much more underdevlopped than computing. We`ll see. Up to now, I would say NO. I enclose an amusing example of how we will be going back and forth https://retina.elpais.com/retina/2019/01/17/tendencias/1547731465_741426.html
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"a moderate increase in #CustomerExperience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues."
As we approach the second quarter of 2019, we're witnessing a true disruption caused by technologies such as artificial intelligence and machine learning. We've curated 5 articles & resources to keep up to date with innovations in the area.
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Return of investment is often the most difficult thing to prove when it comes to customer experience tactics, this infographic lays down 7 secrets about ROI in CX. If you have insights about evaluating ROI in Customer Experience, join this thread and exchange thoughts with our experts.
From extending hours on customer service to helping with personalization, this article goes through eight ways chatbots are completely changing the customer experience.
If you're curious about chatbot design and implementation, check out this article that shows 5 tips on designing a chatbot. One of the recommendations touches on chatbot personality:
"A Chatbot’s personality not only humanizes the overall experience but also offers a great opportunity to establish a real connection with their audience. Chatbot’s personality should be specifically designed for the target customers and it is part of your brand equity.
Chatbot personality plays an important role when it comes to customer engagement. Getting to know the Chatbot better, what the Chatbot will say next, makes customers keep chatting, often far beyond the objective has been reached. But on top of that, if you manage to create a Chatbot “wired“ with your customers, they will not forget him!"
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Minimum of 5 years’ experience in a reputable consulting firm
At least 4 years of experience in delivering customer and digital experience projects (including in a consulting environment)
Demonstrated strong business acumen and aptitude to problem-solving
Demonstrated experience in defining and bringing to life Customer and Digital Experience driven transformations
Experience in defining and bringing to life marketing / loyalty / eCommerce / customer focused digital transformations
Cross-industry experience; public sector, retail or telecoms is a plus
Excellent communication (written and oral) and interpersonal skills
Proven ability to collaborate within a multi-disciplinary team operating at the intersection of business, design and digital technologies
Arabic speaker is mandatory
Masters’ degree Engineering or Business Administration (MBA) is a plus
Bachelor degree in Engineering, Business Administration, Marketing or Computer Science preferred
Certification in Customer Experience Management (CCXP or ACXP) is a plus
Certification or education in Digital Transformation is a plus
Project Management Professional (PMP) preferred
Rolf 
