DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

Transcript

1. Are bots better for the customers and agents behind the screen? 16 MARCH 2023 FIONNA YAO ANNA LEE ANDA
2. Ever got chatbot instead of a human?
3. Was the bot helpful? Yes No
4. Agenda Risk reduction Introduction and background Data driven Influencing priority So are bots good for agents and consumers?
5. San Francisco Headquarters 130,000+ Conversations 60 Languages 5,000 Products 160+ Countries 16 Global offices MEET US & ZENDESK Champions of customer service Powering the world’s most innovative customer experiences
6. In 2 years time Spendings on chatbots will hit $142 billion
7. Our journey with bots
8. Recommend relevant articles In the beginning
9. Gather more context Resolve basic queries How long have you been waiting? Few days A long time This article might help Order status Order number Let’s get an agent to assist you. What’s the order number? Provide context to agent
10. bots agents
11. How to position and get buy-in with strategic research • Lofi and storyboarding is surprisingly effective to get feedback • Mapping out potential use cases helped engineering and data science efforts EARLY STAGE
12. Dan Aron Senior Product Manager The feedback also helped to surface some no brainer smaller feature improvements and quick wins that seemed so obvious once stated by the customer, but weren’t top of mind for us going into the research. “
13. X X X
15. Kerry Chu, Data Scientist at 2020 The flows has enabled us to create mock-ups and test our models interactively. The real-scenario based testing allows us to discover areas of improvements for our models and address those areas with user perspectives in mind. “
16. Coming to an agreement on what is the most important thing to tackle next • Prioritisation by customers, reviewed with the team • Dynamic analysis can shorten turnaround time without compromising quality MID STAGE
18. Dogs are wrestling!
19. Double the options that’s available
20. Learnings Outcome We’ve slowed down the bot The bot is talking too fast! 2 weeks later
21. Dan Aron Senior Product Manager Engineers got involved in taking notes for the interviews and watched recordings. So an added benefit of the research was building team context and buy-in in a way that can’t be matched by hearing it second hand from Product or Design at delivery time. “
22. Using an evidence based and data-driven approach • Using data is possible even if data analysis isn’t your strength • Advocate for a team process that prioritises the involvement of experts who are familiar with the data itself LATE STAGE
23. What is the question? What value does it unlock?
24. Qualitative data tells you WHAT and WHY. Quantitative data tells you HOW BIG IS THIS PROBLEM? Jared Spool
28. So…are bots better for consumers and agents?
29. bots agents
30. Key takeaways Lofi techniques for high risk projects Buy into the research insights can happen earlier than you expect Exposure to data is important even if it’s not your skillset