Service Management World

Session 606: Knowledge Is the Key to Implementing a Successful Bot Strategy

Wednesday, November 13 at 3:15 PM

With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, it's important to understand what AI is all about and what it takes to develop an effective chatbot adoption strategy. Considerable effort is required to create a conversational interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to effectively program the bot and then successfully convert that knowledge into conversations. This session explores a chatbot adoption strategy based upon the implementation of Sherlock, the knowledge bot about knowledge that you should consider before you jump into the world of bots.

Julie Mohr

Speaker and Author

JulieLMohr.com

Julie Mohr is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialogue and interaction. Julie is currently pursuing her PhD in management and organizational leadership in Information Systems & Technology from the University of Phoenix; she received her MEd from the University of Phoenix and her BS in computer science from The Ohio State University. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.