How a bot led to a whole new world of insights
Once upon a time, a magical household name with 200,000 employees working around the world was cursed with a terrible problem – an unhelpful bot that couldn’t quite survive in the client’s digital environment.
With assets of 11 billion, the client, understandably, was protective of their brand – but they were more than happy to try one of LiveTiles’ bots.
With assets of 11 billion, the client, understandably, was protective of their brand.
What they had in place was originally an IT support bot, intended to hook into their platform. However, their environment wasn’t where they believed it to be, so the bot was unfortunately never going to work. So, they found another use case, which turned out to be a lot better.
This case had an internal Java script program run in a webpage, and the thousands of employees using it would take a short survey. It would then recommend one of 25 business applications based on a series of predetermined criteria.
But there was a slight problem. It was great for helping guide the user to a solution, but it didn’t store what the user had written, so if they searched for the same thing, they would have to do the process again.
There were also many key practical customer service considerations to keep in mind with this project: making sure the right staff on the client’s side were engaged, ensuring security was paramount, and running a dedicated product project management team to keep the project firmly on track.
