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The Omnichannel Solution: Chatbots and Voice
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About the talk
Providing seamless, omnichannel support means giving users options to type, tap and talk across touchpoints. It also means enabling them to start a conversation in one channel and then continue it on a different channel without having to start over.
The combination of natural language chatbots with speech recognition capabilities delivers powerful voicebot solutions designed for flexible, omnichannel engagement. Join Gary and Liam as they take a behind-the-scenes look to explore:
• Advantages of this omnichannel solution over a multichannel approach
• Use cases for digital customer service
• Use cases for internal employee support
• Tips for bringing together chatbots and voice for improved experiences
00:50 About doing
01:46 Conversation-Driven Development
01:50 5 Levels of conversational AI
02:40 End-User
03:20 Level 1
04:55 Level 2
06:30 Level 3
07:30 Level 4
08:15 Level 5
09:25 Conversation-Driven Development
11:45 6 Steps of Conversation Driven Development
15:10 CDD is not a linear process
15:20 Using CDD to improve assistant
15:29 From “waterfall” to “agile”
17:34 CDD in Conversational team
18:50 Example team structures
19:07 Learn more
About speakers
Experienced Sales Director with a demonstrated history of working in the information technology and services industry. Skilled in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. Strong consulting professional with a Bachelor of Science (BSc) focused in Computer Science from The Open University.
View the profileGood afternoon, everybody and welcome to this joint presentation by creative virtual and switch. I'm Gary Williams from spinach and I'm joined by Liam, Brian from creative virtual. What suffix for today is the only Channel solution covering chatbots and voice. Why? This is important for customer experience. Also, described typical use cases for this approach. Please do post, any questions you have by the Q&A, on your screens. And if we have time today, doing the talk, we will I'm
here now, but it's not feel free to visit our booze block some time on our calendars or get in touch by what are the mains is convenience and will give you the contact details at the end of this took. I'm now going to end, tell you a few details about my company speech. So I'm to the next slide. So first, we are headquartered in Zurich in Switzerland. And we have international offices in London, the land and the dread and amongst our growing Client List. We have to get one Swiss banks and these two companies with impeccable reputation, operating standards and dedication to customer
service. Now, this is Grace, not just obviously if my company but it sends a really positive signal to the rest of our technology sector in general because the Swiss banks traditionally clients conservative organizations. And therefore there any willing to make changes to the well-trodden services where it involves the use of Highly reliable and proven Solutions. So, you know, for today's events this this is Grace, you know, so long night I can send you for a sector. I'm off philosophy.
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