Session Title: Making Chatbots More Portable, Scalable and Reusable
Speaker: Seth Earley
In order to be effective, Chatbots need to embody the knowledge and expertise of your organization. In otherwords, they need to be trained. But training a Chatbot is not exactly like training a human and it can be tricky to get them to replicate the subject matter expertise and "humanity" of your top human support agents. Further, Chatbots need constant updating as you release new products and services. Just like any other communication channel, the quality of your customer's experience is only as good as the quality and completeness of the information source.
Learning how organizations have developed successful virtual assistants using a knowledge architecture is the critical skill, and in this session, you'll hear how Seth has applied a successful approach to popular bot frameworks such as DialogFlow and Amazon Lex as well as channels like Skype, Slack, Facebook Messenger and others.
Attendees will leave with an understanding of how successful organizations have applied knowledge engineering principles to drive chatbot and intelligent virtual assistants functionality that supports both customer facing and back office processes. Key insights include:
The role of knowledge engineering in AI projects
How information sources can be reused in new bot instances
Ways to update bot functionality without starting from scratch
How to measure progress and success using a metrics driven governance framework