Beyond Chatbots: Embracing Conversations as a Platform

Eric Charran

Chief Architect, Microsoft Data Insights Group

Technology has existed for the past few decades to listen to and respond to humans, but with the advent of cloud computing and artificial intelligence backed by configurable machine learning models, the ability for new message-based services to listen to, respond and help humans has experienced incredible growth. The introduction of “bots” in early 2016 helped spur an explosion of interest in the technology frameworks that make these experiences possible. The world is being increasingly populated with “chatbots” both within organizations and in larger more consumer-based environments like Facebook Messenger, WeChat, Skype and others.

However, in order for users to be truly delighted and productive using bots, these experience have to transcend simply typing in messages and getting responses back. Organizations looking to invest in bot technologies to increase reach and customer service fidelity should embrace “Conversations as a Platform”. During this talk, we’ll differentiate between a “chat bot” and a “Conversations as a Platform” solution. This talk will focus on creating a truly rewarding conversational experience that has the ability to service customers, consumers and organization members by implementing artificial intelligence, engaging conversational experiences across multiple channels as well as providing a means to conduct complex activities and transactions on behalf of users.


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Location: Salon B
April 18th, 2017
2:45 PM - 3:45 PM