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Session 506: Knowledge is Key to Implementing a Successful BOT Strategy

Julie Mohr  (Author & International Keynote Speaker, JulieLMohr.com)

Location: TBD

Date: Thursday, August 6

Time: 11:30am - 12:30pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Modernizing Service Management

Vault Recording: TBD

Audience Level: Intermediate

With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, Julie Mohr wanted to understand what AI was all about and what it took to develop an effective chatbot adoption strategy. After a few weeks of research, she decided to implement a chatbot on her own website, dedicated to knowledge management culture: theknowledgeculture.com.

During the implementation of Sherlock – the knowledge bot about knowledge – Julie learned a great deal about chatbots and the effort it takes 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. Based upon her experiences, she’ll share tips and lessons learned about strategic chatbot strategies that you should consider before you jump into the world of bots.