Designing Useful Workplace Chatbots for Workplace by Facebook

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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.

Software

Designing Useful Workplace
Chatbots – Dos and Don’ts

2
© ServiceRocket
SPEAKER
Tony Lucas
Co-Founder and CEO
Converse.ai

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

TEAM
MEMBERS250
4 GLOBAL OFFICES –
SYDNEY, PALO ALTO,
SANTIAGO,
KUALA LUMPUR
GLOBAL CULTURE1
WHO IS SERVICEROCKET?
CUSTOMERS
2000+

ADVISE
CONNECT
SUPPORT
EDUCATE
ADOPTION OFFERINGS

Why Are We Talking
About Workplace
Chatbots?

8
© ServiceRocket
Why Are We Talking About Workplace Bots?

11
© ServiceRocket
One Bot vs. Many
One all-purpose bot
Or
The specialist bot

12
© ServiceRocket
Closed or Open Conversations
•  Open-ended questions
•  Workflows
•  Text versus buttons
•  Handling rich media

13
© ServiceRocket
Failing and Escalation
•  What if the conversation fails?
•  Should we bring in the
humans?

14
© ServiceRocket
Integration
•  Should you integrate bots into
other systems?
•  Risks
•  Security
•  Technical Needs
•  Timescales

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
© ServiceRocket
Proactive Bots
•  How can proactive bots be
useful? Harmful?
•  Use cases
•  Surveys
•  Training
•  …
•  …

18
© ServiceRocket
Questions
Tony Lucas
Co-Founder and CEO
Converse.ai

19
© ServiceRocket
Who are we?

Enabling you to maximise Conversational Work6low through bots

Build powerful bots without code!

www.converse.ai
@converse_ai

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Designing Useful Workplace Chatbots for Workplace by Facebook

1. Designing Useful Workplace Chatbots – Dos and Don’ts

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. TEAM MEMBERS250 4 GLOBAL OFFICES – SYDNEY, PALO ALTO, SANTIAGO, KUALA LUMPUR GLOBAL CULTURE1 WHO IS SERVICEROCKET? CUSTOMERS 2000+

6. ADVISE CONNECT SUPPORT EDUCATE ADOPTION OFFERINGS

7. Why Are We Talking About Workplace Chatbots?

9. Workplace Bot Design Considerations

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?

12. 12 © ServiceRocket Closed or Open Conversations •  Open-ended questions •  Workflows •  Text versus buttons •  Handling rich media

14. 14 © ServiceRocket Integration •  Should you integrate bots into other systems? •  Risks •  Security •  Technical Needs •  Timescales

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 © ServiceRocket Proactive Bots •  How can proactive bots be useful? Harmful? •  Use cases •  Surveys •  Training •  … •  …

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. servicerocket.com

Designing Useful Workplace Chatbots for Workplace by Facebook

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