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1、1THE ENTERPRISE CHATBOT GUIDEBOOKCHAPTER 1|WHAT IS A CHATBOT ANYWAY?CHAPTER 2|A BRIEF HISTORY OF CHATBOTSCHAPTER 3|CHATBOTS VS.CONVERSATIONAL AI-WHATS THE DIFFERENCE?CHAPTER 4|CONVERSATIONAL AI-HOW IT WORKSCHAPTER 5|CHATBOT FEATURES AND BENEFITSCHAPTER 6|HOW AI CHATBOTS DRIVE BUSINESS VALUECHAPTER 7

2、|USE CASES AND CASE STUDIESCHAPTER 8|CHATBOT BEST PRACTICES FOR ENTERPRISEContents3Welcome to the enterprise chatbot guidebook!In the pages of this guide,we will take a comprehensive look at chatbots,conversational AI and their related technologies.We will outline how and why conversational AI has b

3、ecome crucial to the successful digitization of customer service for large-scale enterprises,and go over use cases and best practices for how to best get started with a chatbot project.Whether youre just curious about automation or researching in preparation to deploy your 8th chatbot(go,you!),were

4、confident that youll find everything you need here to walk away with the knowledge necessary to help your business thrive in todays world of digital-first customer service,sales and support.INTRODUCTION0 04WHAT IS A CHATBOT ANYWAY?1 14Lets start with the basics.In its purest form,a chatbot is a comp

5、uter program designed to allow interaction between humans and technology.As the name implies,this was originally confined to just text-based communication,however,over the years,this interaction paradigm has evolved to include other input methods such as voice and gestures.Chatbots have also,in the

6、recent past,almost exclusively been deployed as customer service tools.They allow consumers 24/7 access to businesses and empower self-service,but that toois changing.As the technology powering chatbots has improved,so have the number of use cases that they cover.The 21st-century chatbot has evolved

7、 from a simple question-and-answer bot into a swiss-army knife of automation that can enhance not just customer support and service,but an organizations operational efficiency,too.What really distinguishes a good chatbot from a bad one is the underlying technology powering it.Artificial intelligence

8、 has revolutionized whats possible to accomplish with a chatbot.Even the most basic bot with off-the-shelf tech can automate simple tasks.Larger enterprises,however,have equally larger needs and require sophisticated chatbots with more powerful technology in order to automate customer interactions a

9、t scale.Thats where conversational AI comes in and when things start to get really interesting,but.hold that thought,well get back to this topic shortly.First,lets rewind a bit and look at where chatbots came from.5Whats in a name?Youve no doubt noticed that there are myriad different names out ther

10、e for chatbots.Some popular ones include virtual assistant,AI chatbot,intelligent assistant,conversational agent.and the list goes on!These names are basically all interchangeable and will vary based on the vendor or solution.At boost.ai,we prefer the name virtual agent because an agent,by definitio

11、n,is“a person who acts on behalf of another person or group”.It makes sense then,that chatbots powered by conversational AI should go by another name when,as youll learn from this guide,that they can do so much more than just chat!WHAT IS A CHATBOT ANYWAY?6A BRIEF HISTORYOF CHATBOTS2 2The first chat

12、bot-or proto-chatbot,if you will-was developed in 1964 at MIT by computer scientist Joseph Weizenbaum.Named ELIZA,it is considered an early example of a natural language processing computer program and was designed to simulate communication between humans and machines.It used a basic pattern-matchin

13、g algorithm and substitution methodology to give users the illusion that the chatbot understood them,but in reality,had no ability to contextualize events.Even though ELIZA was pretty basic,it laid the groundwork for the future of chatbots.Below are some other significant milestones in chatbot histo

14、ry that brought the technology to where it is today.671950201020162022A BRIEF HISTORY OF CHATBOTSThe Turing TestEven before ELIZA was a glimmer in its creators eye,Alan Turing posed the question of whether a machine could think in his seminal paper Computing Machinery and Intelligence.SiriLaunched i

15、nitially as a standalone iPhone app,Siri was integrated into iOS with the launch of the iPhone 4S in 2011.This ushered in the era of voice-enabled virtual assistants that included Google Assistant and Amazons Alexa.Facebook Messenger BotsThe wide-spread adoption of chatbots exploded when Facebook an

16、nounced that it would begin allowing bots onto its popular messaging platform.By 2018,there were more than 300,000 active chatbots on Facebook Messenger.ChatGPTDeveloped by OpenAI,ChatGPT represents a quantum leap in conversational AI.Leveraging the capabilities of Large Language Models(LLMs),ChatGP

17、T can engage in fluid and dynamic interactions,simulating human-like conversations across a multitude of topics thanks to its adaptive learning and vast knowledge base.1966ELIZAThe worlds first chatbot was proof positive that humans were eager to communicate with machines.ELIZA could carry on(relati

18、vely)convincing conversations by mimicking response1972PARRYDescribed as“ELIZA with an attitude”,this Standford-developed chatbot attempted to simulate a person with paranoid schizophrenia and successfully fooled many experienced psychiatrists.199520011988A.L.I.C.EInspired by ELIZA,the Artificial Li

19、nguistic Internet Computer Entity was the natural language processing chatbot that itself served as the inspiration for the 2013 film Her.SmarterChildAvailable on AOL Instant Messenger and MSN Messenger,SmarterChild was the first chatbot to achieve mainstream adoption by millions of users in the ear

20、ly 2000s.JabberywackyJabberwacky was an early attempt at creating an artificial intelligence through human interaction and was designed to simulate natural chat in a humorous way.It was eventually released online in 1997.8CHATBOTS VS.CONVERSATIONAL AI-WHATS THE DIFFERENCE?3 3Basic chatbots only have

21、 the capacity to complete a limited number of tasks.Typically,this means answering simple FAQs and not much else.In order to meet the demands of larger enterprises,chatbots need conversational AI to enhance their ability to understand human language and to provide transactional functionality in addi

22、tion to their informational capabilities.Conversational AI is the synthetic brainpower that makes chatbots capable of understanding,processing and responding to human language.Conversational AI can be used to power chatbots to become smarter and more capable.But its important to understand that not

23、all chatbots are powered by conversational AI.Scalability is king!Large organizations,like banks or government agencies,often have thousands of customer service requests every day that can vary wildly.This can be impossible for basic chatbots to keep up with.Conversational AI can enable a chatbot to

24、 scale its language understanding and capacity without any reduction in accuracy.89Using sophisticated deep learning and natural language understanding(NLU)algorithms,conversational AI makes it possible for a chatbot to go beyond translating website content into simple chat responses.It can unlock t

25、he potential for enterprises to empower customer self-service by automating complex interactions such as blocking credit cards,filing insurance claims,upgrading data packages,generating invoices and much,much more.CHATBOTS VS.CONVERSATIONAL AI-WHATS THE DIFFERENCE?Basic chatbotsChatbots withconversa

26、tional AIOnline 24/7Natural language understandingKeyword-based techDynamic,context-based navigationButton-focused navigationMulti-level intent hierarchyIf/Then statementsUnlimited scalabilityLimited improvement capacityBroad scopeNarrow scope3rd-party integration supportLimited understanding modelS

27、elf-improving over timeConsistently high-resolution ratesOmni-channelEntity extractionUser authenticationVoice and conversational IVRMulti-lingualPrivacy&security compliant10In the 2019 report,Competitive Landscape:Virtual-Assistant Platforms,Worldwide,Gartner outlined three types of technology that

28、 most of the chatbots you will come across on the internet are built on.Understanding the difference between these three key chatbot technologies will help you make the right decision on which one is right for your business:Rule-based programmingCommon architecture of most basic chatbots.Uses keywor

29、ds and other language markers to trigger predefined responses.CHATBOTS VS.CONVERSATIONAL AI-WHATS THE DIFFERENCE?+-Easy to implementDoes not scaleEasily adapted to new languagesHigh level of variation requires regular maintenanceHigh response accuracy.ScalableDeployment can be resource-intensiveComp

30、utational LinguisticsA flexible approach for dealing with multiple languages by tackling customer requests at various linguistic levels.Machine Learning(conversational AI)Most advanced implementation.Uses a large set of training data that enables deep learning algorithms to classify intents and bett

31、er understand human language.11CONVERSATIONAL AI-HOW IT WORKS4 4How does conversational AI translate human language into something it can respond to and action on?On the surface,its deceptively simple-a customer interacts with a chatbot and is given an appropriate response.But there are actually a n

32、umber of different technologies working behind the scenes to ensure this interaction goes smoothly.1112Please help Does my travel insurance cover a brokenfishing pole?The first step involves Natural Language Processing(NLP).Its the job of NLP to correct spelling,identify synonyms,interpret grammar a

33、nd break down a request into words and sentences that make it easier for a chatbot to understand.Once the request has been preprocessed,a variety of deep learning and machine learning models take over.These are collectively known as Natural Language Understanding(NLU),and are a subfield of NLP.NLU i

34、s responsible for identifying the correct intent(i.e.topic)of a request and extracting other important information that can be used to trigger additional actions such as context,account preferences,entity extraction,NLPINTENT PREDICTIONENTITY EXTRACTIONASUTMNLUCleaning up the requestIdentifying the

35、correct topicExtracting important information(entities)from the textBoostingunderstanding andreducing errorsUnderstanding what is being saidFormulating a human-like answerAn intent refers to the goal or topic a customer has in mind when typing in a request.sentiment classification etc.Tldr;NLP is an

36、ything that has to do with the processing of natural text,while NLU is more specifically about making sense of a chunk of text.CONVERSATIONAL AI-HOW IT WORKSIt sure does!Im sending a new one your way right now!13Once the request is understood,its time for the chatbot to formulate a response.Conversa

37、tional AI outshines basic chatbot solutions in its ability to communicate in a personalized manner.By combining the information gathered by the NLU(customer intent,contextual information,etc.)with a structured hierarchy of conversational flows,a chatbot is able to respond appropriately and in a conv

38、ersational manner,whether its answering a simple question or carrying out a complex transaction on a customers behalf.As the chatbot has more and more interactions,conversational AI can grow smarter,improving how it responds.This can be aided by technology like self-learning AI that improves based o

39、n conversation data,and by human AI Trainers that tweak the model to make it more effective and efficient over time.Proprietary power-ups!At boost.ai,our NLU stack includes a proprietary algorithm called Automatic Semantic Understanding(ASU).ASU helps to enhance the overall language understanding ca

40、pabilities of our virtual agents,increasing their ability to parse complex sentences and reduce the occurrence of false positives by up to 90%.13CONVERSATIONAL AI-HOW IT WORKS1314Self-learning AIBuild smarter and deploy faster with artificial intelligence that improves with the more data you feed it

41、.This can mean scanning a website(or another chatbot)to build a viable model in just a few hours or analyzing conversation data to help AI Trainers optimize in real-time.Voice and conversational IVRWith powerful language understanding,a chatbot can go beyond text-based interactions and become the fo

42、undation for voice-driven customer service using text-to-speech and speech-to-text integrations.Virtual Agent NetworkLarge enterprises can break down departmental silos by connecting multiple chatbots together in a network.Advanced NLU detects and transfers users to the correct bot seamlessly and wi

43、thin the same chat window to maximize the customer experience.AI-assisted human chatConnect a chatbot to existing knowledge base systems and supercharge its ability to assist front-line customer service staff.Conversational AI can provide helpful suggestions and increase employee productivity withou

44、t needing to put customers on hold.IntegrationsConversational AI can make it possible for a chatbot to integrate with applications you already know and love.That means front-end integrations like Zendesk,Facebook Messenger and Slack,and powerful back-end integrations like RPA and OCR.CONVERSATIONAL

45、AI-HOW IT WORKSDo more with conversational AIThanks to advanced language understanding capabilities conversational AI can enable chatbots to do so much more.15CHATBOT FEATURESAND BENEFITS5 5Now that weve established what chatbots are and how they work,its time to dig in and find out how they can hel

46、p.When deciding on the right conversational AI platform to deploy for your business its important to have a clear understanding of the key features and benefits that an AI-powered chatbot can deliver.Heres a list of enterprise-grade features you should look for and expect:High accuracy&resolution ra

47、tesA chatbot cant help if it doesnt understand.Thats why conversational AI needs to be built on robust language understanding algorithms in order for it to be effective at automating customer requests.A chatbot must be able to:Interact with customers in a conversational manner Understand and act on

48、customer intent,regardless of how complex the request is Identify multiple intents in the same request and provide customers with actionable responses for each Understand context to keep interactions from veering off-track Ask follow-up questions to clarify information and gather actionable data1516

49、CHATBOT FEATURES AND BENEFITSThese crucial features make it possible for conversational AI chatbots to achieve high automation rates of up to 90%.Without these in place,you run the risk of frustrating customers and reducing their confidence in your chatbot.Scalable intent hierarchyMany basic chatbot

50、 solutions are only able to automate actions and answer questions on 100-200 topics at most.This is fine in the case of a florist or food delivery service but soon becomes untenable for larger enterprises such as banks,insurance companies,telcos,e-retailers or government organizations.Larger organiz

51、ations often have complex product and service offerings that require a scalable chatbot solution.A robust conversational AI platform will allow a chatbot to handle a number of intents orders of magnitude higher than rule-based chatbots,averaging in the thousands,rather than just a few hundred.Conver

52、sational AI places intents into a hierarchical structure making it easier to scale.Having all intents at the same level(which is typical of many solutions)makes them difficult for the AI to keep track of.Instead,categorizing intents per subject matter(i.e.insurance types,banking products,etc.)negate

53、s the need to scroll through a long list in order to find the correct intent.Broad scope vs.narrow scopeTrying to solve a narrow set of problems with a chatbot may seem like a quick fix but,ultimately,will not lead to sustainable returns on investment.Conversational AI makes it possible to cast a wi

54、der net and deploy chatbots that have a broad scope.This approach is particularly applicable to enterprises that have large volumes of customer service traffic every day,and goes hand in hand with a chatbots ability to scale and automate at consistently high resolution rates.A conversational AI chat

55、bot with a broad scope can help an organization achieve long-term strategic goals instead of just short-term wins.17Total cost of ownership As conversational AI becomes smarter and more capable,its natural for enterprises to want to be more in control of what their chatbots can achieve.This means mo

56、ving away from the need to hire data scientists and developers towards solutions that offer low-code or no-code software and puts the power of automation into the hands of customer service reps,leveraging their expertise and experience to build dynamic customer interactions.By giving an organization

57、 complete ownership of the solution-from building and implementation to optimization-you achieve greater organizational buy-in which results in better customer experiences overall.Pre-built,vertical-specific contentLaunching a brand new chatbot from scratch can mean a lot of initial work.This can be

58、 mitigated by selecting a conversational AI platform that offers ready-made content for your specific vertical.Instead of building banking intents from the ground up,you can implement a banking-ready chatbot that has knowledge about credit cards,mortgages and more,and then tailor its responses to ma

59、tch your brand guidelines.Combined with self-learning AI,this can dramatically reduce implementation timelines from weeks and months to only a few days.Conversation analyticsAnalyzing and understanding what your customers are asking about is crucial to chatbot optimization.Look for analytics tools t

60、hat allow an organization to mine conversation and interaction data,with features such as advanced search,tagging and quality rating,clean-up reports and API support.Seamless human hand-offThe advantage of robust natural language understanding is that it allows a chatbot to correctly identify when i

61、t doesnt recognize a customer request.Conversational AI can use this information(complete with a chat transcript and account info)to seamlessly loop in a human agent to assist without the customer experience breaking down.By recognizing when something is outside of a chatbots scope and leveraging hu

62、man support to help instead,you stand to increase customer satisfaction and loyalty.Value per interactionNumber of interactionsValue createdx=CHATBOT FEATURES AND BENEFITS18HOW AI CHATBOTSDRIVE BUSINESS VALUE6 6Customers prefer to use chatbots over legacy channels like phone and email because they a

63、re convenient,easy to use and empower self-service.Chatbots also have a number of benefits for enterprises including helping to reduce operating costs and increasing employee productivity.1819HOW AI CHATBOTS DRIVE BUSINESS VALUEHere is a list of the top areas where conversational AI-powered chatbots

64、 can drive value to both businesses and consumers:Instant response times69%of consumers prefer chatbots because of their ability to provide fast answers to simple questions.Consumers value speed and convenience when seeking help online.AI chatbots eliminate the barrier between a brand and its custom

65、ers by providing immediate responses.Increase revenueChatbots expected to drive$112 billion in retail revenue by 2023.Chatbots powered by conversational AI can interface with a customers account and suggest products and services they may be interested in,helping to increase sales and drive revenue.K

66、eep costs downChatbots can cut operational costs by up to 30%.A scalable conversational AI-powered chatbot can do the equivalent work of hundreds of human agents,without an organization needing to onboard any additional staff.Increase employee efficiency70%of white-collar workers will interact with

67、conversational platforms on a daily basis by 2022.Free up employees to focus on high-value customer interactions by using a chatbot to empower self-service and automate repetitive inquiries.Open up new channelsChatbots saw a 92%use increase since 2019,making it the brand communication channel with t

68、he largest growth.Chatbots allow enterprises to deploy and test new,fully-automated omnichannel experiences for sales,service and support without tying up resources to onboard and manage new teams.Bolster brand loyalty67%of US Millennials say they would purchase a product/service from brands using a

69、 chatbot.Deliver your customers a dynamic and memorable self-service experience and theyll keep coming back(and spending more!).Available 24/7,365Over 50%of customers expect a business to be open 24/7.In todays connected world,its not unexpected that customers should want to reach you outside of off

70、ice hours.Chatbots present a fast and scalable way to answer customer queries about your business when it suits them best.20USE CASES AND CASE STUDIES7 7With the right conversational AI platform powering it,a chatbot can be a powerful tool for both customer-facing support/sales and optimizing organi

71、zational efficiency.In this chapter,we will explore a variety of chatbot use cases that can be applied across industries,and share examples of client success stories.20USE CASES AND CASE STUDIESBanking,credit unions&financial servicesAutomate core banking servicesWhether its opening a new account,re

72、porting a lost card,checking account balance,processing mortgage payments or any other core banking services,conversational AI makes it possible for customers to have agency over the process via a friendly,conversational interface without needing to involve a human operator unless they want to.Insta

73、nt&personalized serviceBreak down customer service and support barriers by delivering instant,accurate and consistent answers to questions related to your banks products and services.User authentication can allow for personalized and proactive responses,tailored to individual customers needs,that im

74、prove over time.Onboarding and internal supportCombine conversational AI with RPA to automate time-intensive back-office processes,such as document management and contract review,ultimately increasing employee productivity and streamlining operations.Onboard new staff with training and knowledge bas

75、e content built directly into the AI chatbot.Case study:DNBNorways largest bank needed to scale customer support to handle high volumes of incoming chat trafficRouted all customer service chat traffic through conversational AI chatbot Chatbot automated over 50%of all incoming chat traffic in 6 month

76、s.Now accounts for 20%of all customer service automation,including channels like phone and emailChallengeSolutionResult21USE CASES AND CASE STUDIESInsuranceAutomate claims processingFor insurance companies,ensuring a fast and frictionless claims process is key to maintaining strong customer relation

77、ships.A chatbot can answer questions about claims instantly,while interfacing with back-end systems and 3rd-party integrations(i.e.Optical Character Recognition),to fully automate the claims process.Boost employee productivityComplex policy structures and documentation can be accessed by support and

78、 service staff via an internal-facing chatbot,instead of needing to call back-office support lines.This can increase productivity and help to maintain consistency of the information provided to customers,while simultaneously reducing overall call times.Fight fraudulent activityChatbots powered by co

79、nversational AI can help insurance firms to fight fraud and protect customer privacy.Natural language technologies can be trained to identify early warning signs of fraud and allow for automation processes put in place to mitigate potential challenges.Case study:TrygDenmarks largest insurer needed t

80、o reduce complexity for human support staff in order to increase operational efficiencyDeployed internal AI-powered chatbot to assist customer support staff by answering questions about policy and products without needing to put customers on holdChatbot answers questions on over 1,200 topics with a

81、95%success rate.Assists over 750 employees dailyChallengeSolutionResult22USE CASES AND CASE STUDIESTelecommunicationsPowerful upselling potentialCombine existing customer data with conversational AI to create intelligent cross-selling opportunities.Purchase history and account info can be leveraged

82、to offer personalized plans and services that customers didnt even realize they needed.Increase acquisition ratesChatbots present a unique and dynamic channel for customer acquisition.Potential customers can get to know which of your products and services are the best fit for them through targeted q

83、uestions and AI-powered recommendations based on past user behavior.Product and technical supportIf a customer has a question about one of your products or is experiencing technical difficulties,a chatbot saves them from having to wade through FAQs to look for an answer.Conversational AI can help di

84、agnose the issue and either provide automated support or transfer the customer to the correct human operator for further assistance.Case study:TelenorThe largest telecommunications company in the Nordics needed a channel to deliver consistent,on-brand customer self-serviceDeployed a customer-facing

85、AI chatbot with over 20 unique integrations to automate key processes including requesting a PUK code,upgrading mobile data plan,viewing an invoice,and moreTelenors chatbot can answer questions on more than 2,000 topics and successfully handled over 630,000 inquiries in 2020.Chatbot integrations hel

86、ped Telenor reach its ROI goals in less than 12 monthsChallengeSolutionResult2324USE CASES AND CASE STUDIESPublic sectorEasy access to public data and informationChatbots are a great way to give citizens access to public information that may otherwise be difficult to track down on government website

87、s or by phone.This can include anything from information on new legislation to what day of the week the rubbish is collected in your neighborhood.Extending office opening hours to 24/7Government agencies are famously known for having limited opening hours,making it difficult to get in touch with the

88、m.Chatbots dont have this problem.They are available 24/7(yes,even on public holidays!)and can help citizens with queries outside of standard office hours.Collecting feedbackImplementing a new policy and want feedback?Chatbots provide a unique way for citizens to engage with local and national gover

89、nment through dynamic conversations that can act as surveys or simply as a place to let peoples voices be heard.Case study:Norwegian Labour and Welfare AdministrationHelp businesses and citizens maintain access to key social benefit programs during coronavirus pandemicAI chatbot was deployed to help

90、 assist with questions related to pension,child support,unemployment benefits,employee sick leave and moreConversational AI allowed chatbot to scale to handle over 270,000 inquiries at peak of the pandemic,doing the work of 220 FTE with an 80%success rate including channels like phone and emailChall

91、engeSolutionResult2425USE CASES AND CASE STUDIESE-commercePromote sales and marketing campaignsA chatbot can intelligently make recommendations to customers based on active sales and marketing campaigns by asking questions or interfacing with a CRM system for personalized recommendations.Re-engage c

92、ustomersAvoid abandoned carts by using conversational AI to remind customers that they have an unfinished order.Chatbots can help complete lingering purchases by providing additional product information or helping to resolve any issues a customer may have.24/7 order supportExtend your support hours

93、to 24/7 with the help of automation.Offer automated return processes and assist customers with inquiries outside of contact center office hours so that they can keep buying your products and services when it suits them,not you.Case study:PostenNorwegian postal service needed to scale customer servic

94、e and support during busy holiday periodChatbot launched with advanced functionality including parcel tracking and address changeMore than 370,000 customer service inquiries successfully automated in December 2019.In December 2020,Postens chatbot surpassed over 1 million customer interactionsChallen

95、geSolutionResult26USE CASES AND CASE STUDIESHealthcareProvide critical informationA chatbot can be a great resource for a hospital or medical organization to provide accurate and updated information on procedures,illness symptoms,mental health,health insurance and more.Support doctorsConversational

96、AI can interface with medical databases and other systems to help doctors retrieve information that can be helpful during patient diagnosis.Answers to queries on symptoms,medication,dosages and more are just a chat away.Assist patientsMore than just answer-bots,AI chatbots can also help patients in

97、a proactive manner.They can remind you when its time to take medication,provide instructions for how to apply simple treatments and,with the help of 3rd-party integrations,help monitor patient health.Case study:Vstra GtalandSwedens second-largest county needed a reliable and always-available channel

98、 for its 1.7 million residents to access information about the latest coronavirus guidelinesAI chatbot developed and launched in just 6 working days in collaboration with local healthcare professionalsMore than 800 conversations automated each day.Chatbot proved so effective that it was adopted by t

99、he wider Swedish populationChallengeSolutionResult2627CHATBOT BEST PRACTICES FOR ENTERPRISE8 827Building and implementing a chatbot powered by conversational AI can be a daunting task-but it doesnt have to be!In this final chapter,we want to share a list of best practices that the boost.ai delivery

100、team has developed from hundreds of successful virtual agent implementations across Europe and North America.Following these recommendations can help you,as a project manager,successfully deliver your next conversational AI project quickly without compromising on quality.Decide on the correct use-ca

101、se(s)for your chatbotIdentify which parts of your organization would benefit most from automation and then decide on relevant use-cases.Use-cases can include:28CHATBOT BEST PRACTICES FOR ENTERPRISEService and support(external chatbot)Automated first responder Automate a portion of customer service a

102、nd support Increase self-service rates Increase support capacity Cost-effective 24/7 support Handle unexpected peaksInternal knowledge(internal chatbot)Centralized knowledge base Convenient and anonymous HR,IT and payroll support Personalized Cost-effective 24/7 support Handle unexpected peaks AI as

103、sist with Smart RepliesSales optimization(external sales chatbot)Automated sales Self-service and web-form guidance Increase up-sell and cross-sell Revenue goals with tracking and analytics Design and optimize customer journeysDelivering an AI-powered virtual agent1.Identify use-case2.Scope3.BuildFo

104、r more information on industry-specific use-cases refer back to chapter 729CHATBOT BEST PRACTICES FOR ENTERPRISESet and agree on a clear scopeEstablish the scope and KPIs for your chatbot and ensure all stakeholders are aligned.This is where you can set goals for your project and assess what resourc

105、es may be needed.When setting scope and expectations,remember to:Outline goals and clarify expectations,so that all stakeholders are on the same page about what they want to achieve Define the requirements for the product,process and project.This means focusing on what questions need to be covered b

106、y the chatbotIdentify any limitations that could slow down or impede the project from moving forwardAssemble the right(dream)teamBuy-in across all levels of your organization can be crucial to your chatbots success.We recommend the following structure for your internal(your company)and external(the

107、chatbot vendor)teams.This can,of course,vary from organization to organization but is a good starting point for how to set up a winning project team.Internal team Executive sponsor(critical)Project manager Content Designers/AI Trainers User testers Frontend developerIt is important to include an Exe

108、cutive sponsor on your internal team.This should ideally be someone in a senior position who can act as a champion for the project and help to remove any roadblocks.External resources Project manager(optional)AI Supervisor/Platform expert AI Trainer Technical specialists30CHATBOT BEST PRACTICES FOR

109、ENTERPRISEIntegrate your chatbot with your support teamSome AI chatbot solutions are black boxes that need a team of developers or data scientists to operate.This is not the right approach for enterprises that may require greater control over their customer service automation.Its important to opt fo

110、r a conversational AI platform that has a user-friendly,no-code or low-code,interface.This will allow for an organizations best customer service resource-its existing customer service staff-to take ownership of training and maintaining the chatbot.These subject matter experts,due to their experience

111、 and expertise,are best positioned to develop the kinds of dynamic interactions and conversation flows that make for the best automated customer experiences.Choosing the right KPIsWhen setting KPIs,you need to be mindful of the use-case that you have selected for your chatbot,and the scope you have

112、landed on.Here are some common performance metrics that you should look to measure:Resolution rate Deflection rate Avg.handling time Reduction in queue times Number of sales automatedAlso,it can be important to monitor what types of inquiries your human support staff see an increase or decrease in o

113、nce the chatbot has been implemented.This will give you a good indication of where the bot may be helping most.31 Identify and describe potential risks Determine the probability of how likely it is for a risk to become an issue Categorize the level of impact the issue might have on the project Have

114、a plan in place for what mitigation measures to adopt to deal with the different categories of issues that may ariseConsider going chat-firstFor the best ROI,we recommend that our clients adopt a chat-first approach.This is where all incoming chat traffic is directed through the chatbot first before

115、 other channels like phone or live chat.This allows an organization to automate the highest possible amount of interactions,and our NLU will intelligently transfer customers to the right human agent if a request is outside of the chatbots scope.We have many clients that successfully use this approac

116、h to automate upwards of 40%of their total customer serviceAnticipate and mitigate risksAll projects inherently have some level of risk attached to them.If you can plan for these risks in advance,then it can mean the difference between being surprised by an unexpected roadblock,and deftly navigating

117、 around it.These are some recommendations for how to think about risk mitigation for a conversational AI chatbot project:31CHATBOT BEST PRACTICES FOR ENTERPRISEChatbot visibility mattersVisibility is one of the core principles of(interaction)design.The more visible an element is,the more likely user

118、s will know about it and,in turn,interact with it.This applies to chatbots just as much as it does to websites,buttons,or content.If you make your virtual agent difficult to find,customers will typically interpret this as you not wanting them to get in contact-a cardinal sin in customer service.Here

119、 are some best practices to follow for virtual agent visibility:Ensure your chatbot is easy to find on your webpage Design a visually appealing avatar that is instantly recognizable Use text to encourage engagement with the chatbot,i.e.“I can help!”Use dynamic designs such as avatar animation or tex

120、t pop-ups when hovering over the chatbot Proactively launch the chat window to grab the customers attentionChatbot visibility should also align with your KPIs.There is no sense in hiding your chatbot away on the Contact page of your website if you set a KPI goal to automate 50%of all chat inquiries.

121、It needs to be visible on the front page and promoted so that it can reach its full potential.32Chatbot project pitfalls to avoidWithout proper planning and foresight a large-scale chatbot project can quickly derail.Here are five of the most common pitfalls to avoid to ensure your virtual agent laun

122、ches on-time and on-scope.CHATBOT BEST PRACTICES FOR ENTERPRISE Insufficient planning-Failing to plan is a big no-no.Establishing a detailed roadmap for where you want to see your chatbot in 12,18 or 24 months crucial to reducing overall risk and failure rates.Scope creep-Keeping your eye on the pri

123、ze,and scope under control,is critical for efficient delivery.There will always be time later to add in additional functionality to your new chatbot.Not anticipating hiccups-Even the most carefully planned project can run into trouble.Sometimes hiccups are unavoidable,but it helps to acknowledge tha

124、t they can happen,and to try and have an contingency plan in place in case they do.Undefined or misaligned expectations-Your c-suite may define success in a completely different way than your front-line support team,so its important to make sure your Critical Success Factors are easily measurable.No

125、t thinking about the ever after-You need to be thinking ahead to after a project is completed;how will the solution be operated,built-upon and continue to grow?Taking time to consider these factors will make you ready to tackle them later.About boost.aiCommitted to delivering outstanding customer ex

126、periences,boost.ai stands at the forefront of enterprise-grade conversational AI.Driven to enable unparalleled interactions between people and organizations,boost.ai harnesses cutting-edge technology to push the boundaries of AI responsibly.Its proprietary self-learning AI platform empowers business

127、es to automate interactions at scale,enhancing efficiency and driving positive outcomes.Trusted by enterprises across various industries,boost.ais virtual agents consistently maintain resolution rates above 90 percent,automating thousands of interactions daily.Founded in 2016,boost.ai is backed by N

128、ordic Capital and operates from its headquarters in Sandnes,Norway,with global offices in cities including Los Angeles,Copenhagen,and London.Transform your customer experience with AIAre you ready to revolutionize your customer experience with cutting-edge conversational AI?At boost.ai,we offer inno

129、vative solutions that can transform your customer service into a more efficient,engaging and responsive experience.Request a demo today and witness firsthand how conversational AI can elevate your customer experience to new heights.Join the ranks of businesses embracing the future of customer engagement.Contact us:www.boost.aicontactboost.ai2024 by boost.ai.All rights reservedBook a demo