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Session 106: Feed the Bots: Strategies to Improve Chatbots Through Knowledge

Julie Mohr (Author and Speaker, JulieLMohr.com)

Location: Panzacola H1/2

Date: Wednesday, April 10

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management, Service Optimization

Format: Panel

Vault Recording: TBD

Audience Level: Intermediate

Chatbots rely on programming known questions and answers into the system to make them more effective. The more we know about the questions our customers ask, the more information we have to feed to the 'bots and increase their intelligence. To improve the success of capturing the proper knowledge and improving self-service, knowledge must be captured in the workflow using the context of the customer. Knowledge captured using our customer's language will improve the success of artificial intelligence and improve the success of offering a new chatbot channel for support.

In this session, attendees will uncover strategies to improve their existing chatbot implementations or help them develop a successful implementation strategy. It's time to feed the 'bots with knowledge management interactions!

Presentation File