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Designing Useful Workplace Chatbots for Workplace by Facebook

In this ServiceRocket webinar, we discuss with Tony Lucas, CEO of Converse.ai, the why, what, and how of enterprise chatbot design for Workplace by Facebook.

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Designing Useful Workplace Chatbots for Workplace by Facebook

  1. 1. Designing Useful Workplace Chatbots – Dos and Don’ts
  2. 2. 2 © ServiceRocket SPEAKER Tony Lucas Co-Founder and CEO Converse.ai
  3. 3. 3 © ServiceRocket
  4. 4. 4 © ServiceRocket Agenda •  Why are we talking about Workplace bots •  Discuss X bot design considerations •  The bot persona •  One Bot or many bots •  Open or closed conversations •  Failing and escalation •  Integration •  Bot roll out •  Proactive bots •  Channels •  Q&A
  5. 5. TEAM MEMBERS250 4 GLOBAL OFFICES – SYDNEY, PALO ALTO, SANTIAGO, KUALA LUMPUR GLOBAL CULTURE1 WHO IS SERVICEROCKET? CUSTOMERS 2000+
  6. 6. ADVISE CONNECT SUPPORT EDUCATE ADOPTION OFFERINGS
  7. 7. Why Are We Talking About Workplace Chatbots?
  8. 8. 8 © ServiceRocket Why Are We Talking About Workplace Bots?
  9. 9. Workplace Bot Design Considerations
  10. 10. 10 © ServiceRocket The Bot Persona •  Bot or human or both •  Small talk or straight to the point •  Should the bot have a personality/ brand?
  11. 11. 11 © ServiceRocket One Bot vs. Many One all-purpose bot Or The specialist bot
  12. 12. 12 © ServiceRocket Closed or Open Conversations •  Open-ended questions •  Workflows •  Text versus buttons •  Handling rich media
  13. 13. 13 © ServiceRocket Failing and Escalation •  What if the conversation fails? •  Should we bring in the humans?
  14. 14. 14 © ServiceRocket Integration •  Should you integrate bots into other systems? •  Risks •  Security •  Technical Needs •  Timescales
  15. 15. 15 © ServiceRocket Bot Roll Out •  The bot will not roll out itself •  How to ensure successful rollout? •  Pilot •  Go big or go home •  Tasks to consider and order of tasks
  16. 16. 16 © ServiceRocket Proactive Bots •  How can proactive bots be useful? Harmful? •  Use cases •  Surveys •  Training •  … •  …
  17. 17. 17 © ServiceRocket Channels
  18. 18. 18 © ServiceRocket Questions Tony Lucas Co-Founder and CEO Converse.ai
  19. 19. 19 © ServiceRocket Who are we? Enabling you to maximise Conversational Work6low through bots Build powerful bots without code! www.converse.ai @converse_ai
  20. 20. servicerocket.com

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