CONVERSATIONAL AGENTS
Sector overview & solutions for companie
In collaboration with
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SPEAKERS
NAJIBA MOKRANI Manager THINKMARKET
AURÉLIEN ABDOULMANINROUDINE Senior Manager THINKMARKET
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CONVERSATIONAL AGENT DEFINITION How does it work and for what use ?
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HOW DOES IT WORK‌
01. COLLECT
02.
all the elements
UNDERSTAND
formulated by users on a
users' intent through
01
given channel.
02
keyword recognition or semantic analysis to link the sentence to a request or given action.
The term Conversational Agent refers to all automated devices which can artificially recreate a dialogue with the aim of automating a task by using different levels of intelligence.
05. RETURN
05
03
03. ANALYSE
an answer to users on the
the information to link
corresponding channel
it to a knowledge base
and in the expected form
04
(Natural Language
and enhance the meaning.
Generation or Text To Speech).
04. PROCESS the task corresponding to the detected intention.
AI
MACHINE LEARNING
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NAUTRAL LANGUAGE PROCESSING
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‌AND FOR WHAT USE ? TRANSACTIONAL Facilitate the purchase or subscription action of clients and prospects.
SELF-CARE Automate simple steps to avoid unnecessary contact.
RELATIONAL
Frequently associated with a purely innovative process, conversational agents are considered from a technological perspective. Brands must now change their approach and consider them as products, combining tangible evidence with a marketing opportunity.
Develop and unify the brand's presence with customers in order to improve engagement, loyalty and satisfaction..
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MARKET EVOLUTION What do the forecasts say ?
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OVERVIEW OF THE MARKET
USERS APPEAL
GROWING
BOOMING
RELIABLE
MARKET
TECHNOLOGIES
The global chatbot market
Voice recognition rates are
69% of customers prefer
In 5 years, Google has
is expected to surpass
currently around 95%.
intelligent chatbots to
acquired 12 startups
$994 million by 2024,
(Kleiner Perkins Internet Trends,
human exchanges due to
working in IA, Apple 7,
their speed.
Facebook 5, IBM 3.
(Ubisend, Chatbot Survey, 2017)
(ADN, Artificial intelligence, 11 June
with a compound annual growth rate of 27%.
Google Machine Learning, 2017)
INVESTMENTS
2018)
(Gartner Previsions, 2018)
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NEW TRENDS THAT ARE DRIVING THE MARKET
The conversational agents in the internal management are focused on the automation of pragmatic tasks.
Now oral conversations are the focal point for brands , driven
Companies investments, technologies development and consumers behaviour, all combined, lead to new trends.
by the vocal assistant market.
C-commerce is a strong lever for making consumer VOICE
C-COMMERCE
INTERNAL CA
purchasing acts a reality.
*Conversational commerce, the 10 key figures of the chatbot market, 2017
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NECESSITY TO REVIEW STRATEGIES & CUSTOMERS JOURNE Companies have to shift from an innovation strategy to a product strategy
BROADEN THE AUDIENCE
ANIMATE CHANNELS
DEVELOP CUSTOMER KNOWLEDGE
DIVERSIFY THE OFFER
01.
02.
03.
04.
Using AC as an additional
The AC supports existing
Test the appeal of new use
AC brings added value
channel to upgrade existing
channels without upgrading
cases using a test & learn
through the development of
ones through strong
with the objective of feeding /
approach with flexible
new value propositions with
integration.
supporting / animating usage.
implementation.
large-scale deployment.
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BENCHMARK PRESENTATION How to chose a conversational agent publisher ?
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5 CRITERIA TO EVALUATE A BOT PUBLISHER PARTNER ROBUSTNESS
• Sectoral expertise • Company sustainability • Support and project management
USER EXPERIENCE
• Compatibility with contact channels • Adaptation to the UX • Available interfaces
CONVERSATIONA L PERFORMANCE
• Natural language processing • Learning • Functionalities
INTEGRATION EASINESS
• Interfacing with information system • Accessibility to non-technical profiles
CONFIGURATION AND SCALABILITY
• Easiness of journeys modelling • Bot configuration • Test interface
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8. Flow.AI
2. Inbenta
9. Reply.Ai
3. DoYouDreamUp
10.Kore.Ai
4. Synapse
11.Webotit
5. Botfuel
12.Levia.AI (Visualbot)
6. Like a Bot
13.Alcméon
7. The Chatbot Factory 14.Kwalys
Specialization of sectors and trades
USER EXPERIENCE Host application, failure
PROCESSING
IMPLEMENTATION
OPERATION &
SECURITY &
CAPABILITIES
&
ANALYSIS
REGULATIONS
Conversation modelling, ORCHESTRATION
Customer data base use,
Certifications, GDPR,
update and optimizations,
Tracking and
management,
Comprehension,
conversation help…
analysis and
simple or multiple
processing…
orchestration,
localization,
development…
anonymization
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EXPERSTISE
SECTOR & TRADE
FIELD
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THE MARKET
MATURITY OF
PUBLISHERS REVIEW
1. Bot Nation
QUICK RECOMMANDATIONS DEFINE YOUR PURPOSES AND ASSETS Purpose • Selfcare • Transactional • Relational Assets • API • Web services • knowledge base and others
Choose them cleverly regarding your customer behavior
IMPLEMENT A FULL STRATEGY AND DEVELOP INTERNAL SKILLS Manage a consistent strategy • Product innovation strategy • Range development strategy a specialized team •Create Segmenting your approach • Affiliate it in a continuous improvement of your conversational expertise • Test, adjust, test again !
PROVIDE A MEANINGFUL AND UNINTERRUPTED EXPERIENCE Adapt the processing skills to your objective • Decision trees, IA…
Create a coherent universe • Implementing orchestration solution Do not target 100% digital solution • Make the transition to human exchange possible
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PANEL DISCUSSIO N
v
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PRESENTATION OF THE SPEAKERS
Project’s genesis Inherent technology choices Focus on project management and IT integration Progress of the project and painpoints
STÉPHANE BEURTHE B2B Chief Digital Officer ORANGE
JORDAN CHARLET Digital Design Director SNCF
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CONTACT NAJIBA MOKRANI Manager naijba.mokrani@thinkmar ket.fr
AURÉLIEN ABDOUL_MANINROUDIN E Senior Manager aurelien.abdoul@thinkmarke t.fr
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THANK YOU !
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