HDI Information Technology Conference 2018

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


Wednesday, April 10 at 10:15 AM

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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!

Julie Mohr

Author and Speaker
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.