Executive Briefing: A multichannel chatbot strategy
AI-powered chatbots are increasingly becoming viable solutions for customer service use cases. Technology leaders must consider adopting a multichannel chatbot strategy to avoid siloed chatbot solutions. Sharad Gupta shares a framework to ensure long-term strategic investment in chatbots.
| Talk Title | Executive Briefing: A multichannel chatbot strategy |
| Speakers | Sharad Gupta (Blue Shield of California) |
| Conference | Artificial Intelligence Conference |
| Conf Tag | Put AI to Work |
| Location | San Francisco, California |
| Date | September 5-7, 2018 |
| URL | Talk Page |
| Slides | Talk Slides |
| Video | |
Powered by a number of machine learning (aka cognitive) services and comprised of building blocks such as engagement channels, channel devices, bot frameworks, and backend APIs, chatbots provide natural language conversational interfaces to customers beyond the traditional web and mobile interfaces. A number of customer service use cases can be enabled through chatbots to increase customer engagement and divert calls from high-cost channels, such as customer service. In the healthcare industry, for example, chatbots can be used to field health benefits inquiries and claims inquiries and to help customers find a doctor. However, there are a number of key factors to consider when planning an investment in AI-based chatbots. Technology executives must think of chatbots as strategic investments that follow the “think strategically and act tactically” mindset. Strategic investment in chatbots requires an architecture strategy and implementation roadmap. Sharad Gupta shares a framework to ensure long-term strategic investment in chatbots. The key factors that make up the decision-making framework for leaders include:
