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CHATBOTS: CHANGING THE WAY WE COMMUNICATE WITH OUR CUSTOMERSRicky Aviles
Vice President
Novo Dia Group, Inc.
WHAT IS A CHATBOT Software programs that use
messaging as the interface through which to carry out any number of tasks, from scheduling a meeting, to reporting weather, to helping users buy a pair of shoes. Poncho – Personalized weather
service
WHY THIS WILL WORK• Rapid advancement of AI and
Machine Learning
• Popularity of messaging apps
• App Fatigue• Most spend 85% of time using 5 apps
• Improved Customer Support and reduced costs
CURRENT EXAMPLES
• Poncho
• CNN
• Twyla
• WSJ
• Hyatt
• 1800 - Flowers
• HP
• Shopify
• Salesforce
• HealthTap
ALSO INCLUDES “VIRTUAL ASSISTANTS” Siri Alexa Viv Google Assistant
VIV EXAMPLE
POSSIBLE EBT APPLICATIONS
Customer Service
Appointment Scheduling
Disaster Applications
Initial Data Collection for Applicants
“BUT WHAT WE DO IS DIFFERENT” Chatbot lawyer overturns 160,000 parking tickets in London and
New York - http://www.donotpay.co.uk/signup.php Developed by 19 year old second yr. Stanford student
”Chatbots can improve government customer service.” https://fcw.com/articles/2016/06/28/chatbots-federal-cx.aspx DigitalGov University Hosted conference at GSA headquarters to
discuss AI, Machine learning and Chatbots for Government Services
North Carolina Innovation Center
Chatbot for employees who need IT Help
Lost/Forgotten Passwords/Usernames
State receives thousands of tickets daily
QUESTIONS AND COMMENTS
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