The Challenge of

BOTs Orchestration
SUPER BOTS EXPERIENCE
August, 2019
THALES FREITAS
Director of Development & Digital Transformation at SKY Brasil
THE CHALLENGE OF BOTS ORCHESTRATION

AGENDA

1. BOTS 2. AI APPLIED TO 3. WHAT’S NEXT?

PROLIFERATION OUR SCENARIO
#in a sea of chatbots how #with testing comes
#Bots conversations are we are applying and great outcomes and a
replacing traditional evolving AI solutions clear roadmap
interfaces in several
channels

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1.BOTs PROLIFERATION
(SKY Current Scenario)
CONVERSATIONAL FIRST
DURING THE LAST YEARS WE LIVED SOME IMPORTANT CHANGES AROUND BRANDS-CUSTOMER COMMUNICATION
AND NEEDS, FIRST WITH THE WEB REVOLUTION, GOING THROUGH THE MOBILE SHIFT CHANGE TO WHERE WHAT WE
WANT TODAY, CONVERSATIONS
2015 2020...

2010 CONVERSATIONAL FIRST

1999 MOBILE FIRST

WEB REVOLUTION
Be where your
customers are intelligent
the app designing from a the experience in conversation is
revolution "bots are the new
mobile perspective: the app evolution apps" the game
App web responsive too many apps Satya Nadella, changer
mobile optimised available, the game Microsoft CEO
site changer is the
web 1.0 web 2.0 web 3.0 experience
websites were static the social web. What are you
intelligent web going to
and did not provide web users were content is generated launch next ?
interactive content. beginning to interact by machines instead
and collaborate in of by humans
virtual communities
launched as a
chatbot first
launched as a solution
mobile first app
snap travel

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CONVERSATIONAL FIRST
THIRD PARTY BRAND OWNED
CHANNELS CHANNELS

MESSAGING PLATFORMS
Enable internet users to
communicate via message
with a brand using text
messages. APPs
THE RISE OF
CONVERSATIONS Web (WebChat)

VOICE PLATFORMS Amazon’s Alexa

Tool that allow brands for highly
engaging, CUSTOMIZED Enable users to
communicate with Google’s Assistant
conversational experiences with
customers, through voice and text. brands and have a
Apple’s Siri
conversation using
voice.
WHAT DOES IT • No control of the channel • Control the channel
• Shared data • No shared data
IMPLY? • Be where your customer is
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 CONVERSATIONAL (everything)
Is about giving users new ways to interact with brands by building engaging voice and text based experiences. This is
possible due to platforms that enable automatize conversations which understand natural language and interact
with customers in a more human and efficient way.

BRANDS ARE CURRENTLY USING THESE

PLATFORMS FOR:

SERVICE 40% COMMERCE

10%
COST REDUCTION DUE SHARE OF DIRECT DIGITAL
TO AUTOMATIZATION OF SALES TRIGGERED FROM
CUSTOMER SERVICE CONVERSATIONAL
FUNCTIONALITIES PLATFORMS BY 2020

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 BOT CHALLENGES
In this context, today a proliferation of chatbots is observed, yet most of them
don’t deliver on their promise.

POOR LACK OF LIMITED NARROW

INTERACTION DESIGN HUMAN UNDERSTANDING FUNCTIONAL
TOUCH SCOPE

SHALLOW LACK OF
CONTEXT-AWARENESS PERSONALISATION
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 SKY BOT PROLIFERATION
• SKY has multiple BOTs (in-house and vendors) running on different customer interfaces
(i.e.: Self-care robot, Collection Robot and Content Search Robot)
• Moving to social media, SKY aims to provide ONE touch point for the customers, regardless the subject
• SKY has more than 2 years tenure applying AI with IBM Watson and other AI engine enhancements (in-
house BOTS)

2016 2018
Other Business
Self Care Robots
Bots (K assistant)

APP
Business streams

IT Digital

2017 2018 2019 8

Collect Robots WATSON in the APP START OF BOTS
Orchestration
2. AI APPLIED TO OUR
SCENARIO
WHY SKY IS FOCUSING ON A.I.?

PROBLEM LEARNING &

SOLVING REASONING

An AI platform in SKY combines

intelligent, decision-making
algorithms with data, to enable
developers to create intelligent
NATURAL
solutions that mimics the LANGUAGE
PROCESSING RECOMMENDATION
cognitive functions that humans
associate with other human
minds, on Messaging Platforms
and A LOT other intelligent
applications.
IMAGE & VOICE PREDICTIVE
RECOGNITION ANALYTICS

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OMMNICHANNEL

SKY.
COM.BR

MARKET
Messaging
PLACE

BOTS
Orchestration

Others… Apps

Customer
Service

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SKY BOT LANDSCAPE
How to build a LEGO?
OMNICHANNEL
The messaging app is the mean of
the system, the infrastructure.
It allows the bot to:
• Receive the data
• Provide user experience & user
interface
• Deliver the actual output (an
answer, an order, other
assistance, etc.
COGNITIVE KNOWLEDGE
SERVICE MANAGEMENT
The AI is the core of the Company’s proprietary
system, the services database of customers, data,
products, etc.
It allows the bot to:
Understand inputs It can be leveraged in order to:
Perform required tasks Allow training of the AI engine
Make task output Retrieve customer information
understandable Perform omni-channel
integration
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SKY BOT PLATFORM
Main Features
✓ Targeting All-in-one endpoint for all chatbot
interactions

✓ 360º real time monitoring

✓ Unique User Experience

✓ Unified authentication touchpoint

✓ Strong NLP

✓ Administrator Portal to easily create and deploy

new BOTs and Routes

✓ 100% scalable with Serverless architecture

✓ Easy deployment

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SKY BOT PLATFORM
HOW TO PERFORM AN AI ROUTER PLATFORM #1 Single Point of
Entrance

Minha ADCC
SKY
Email Voice
(Accenture Broker)
APP Whatsapp Messenger SMS Telegram Other

Chatbot Router
Monitoring
#2 Segmentation #3 Context
Switch
AI Routing Rules Robots
Chatbot Builder
Selfcare Collection Sales Content Search ...

Security #4
Persistence

SKY Micro Services

Context Memory
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3. WHAT’S NEXT?
The transformation to a Digital
enterprise is driven by AI

ROBOTIC PROCESS
AUTOMATION
BluePrism, Automation
Anywhere, Fusion, Jacada INTELLIGENT
Enablers: Optical Character

Business Impact
ENTERPRISE
Recognition, Eforms Redefinition of the
BUSINESS PROCESS
MANAGEMENT way the Enterprise
MACHINE-BASED PROCESS work leveraging
BPEL, BPMN, scripts, macros, EXECUTION
batch programs, minibots Artificial Intelligence
Automate core processes where
COGNITIVE RPA typically human judgment is key (
Apply a combination of NLP, Video Analytics, OpenCV,
Computer Vision and AI etc.)
technologies to drive
automation for complex
processes
Tactical
Programmed Intelligent Automation Platform Self-Learning
Strictly Controlled Rules Based Judgement Based Autonomous
Contained Unbounded
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 ARE YOU
READY FOR
THE AI
REVOLUTION?
+8 Billion USERS OF Digital Voice Assistants by 2023* …

*Sources: Accenture Applied Intelligence 2017

*Source: Juniper research 18

 SUCCESS CASES
AI HIGHLIGHTS

+1MM SKY CLIENTS USING OUR

CURRENT AI SOLUTIONS

IBM WATSON

TOP 10
AI GLOBAL CASE:
+1M INTERACTIONS PER MONTH
IN 2018

+3MM
AVAILABLE CONTENT IN OUR
SMART CONTENT HUB

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START SLOW BUT STEADY
CHATBOT
MVP
Develop service oriented ChatBot
MVP to deploy and test first use
cases which will have impact on
customers, measuring and
iterating with findings to further
consolidate solution needed.
AUTOMATIZATION, ROBOTICS
& HUMAN SUPPORT
Start an automatization process, building
the actions and activities that will
support the front door service on these
new channels, integrating both business
applications and robotization of
processes to streamline operations.
DIGITAL ASSISTANT
TRANSFORMATION IN MIND
Develop a strong AI based experience
based on historic use cases, knowledge
basses, data entry and connecting the
identified AI to build an intelligent
assistant that serves the right user
experience
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KEYS TO SUCCEED

DON’T GET LOST IN DON’T MISUNDERSTAND KEEP IT SIMPLE, MAKE IT DON’T FORGET
THE CROWD YOUR CUSTOMERS BUT SMART CONSISTENT SECURITY

As the number of Customers will Chatbot interactions Customers expect a Customers won’t
chatbots is set to quickly turn away need to be as seamless experience use services they
explode, how do you from chatbots that efficient, short and across all don’t trust with
ensure yours stands can’t comprehend painless as possible. communication their data. Security
out? What are the straightforward New user channels. issues should be
discoverability questions. experiences will be front of mind from
issues? required but they the outset.
need to be smart
experiences.

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…WE ARE JUST
BEGININIG
Thank you!