Very excited by this, have built chatbot on IBM Watson and looking to integrate as concierge host and ideally supplement search etc ... View more

@MrB77 Thanks for that. We've moved onto IBM Watson as the Chatbot solution and now exploring how to use that chatbot as a concierge into Lithium Community - possibly through integrating/replacing the search with a Watson Cognitive Search that feeds back self-serve content incl solutions, otherwise ushers folks to create a new post as required. Will probably impact the volume of posts (down) but improve CX (up)! That's the plan anyhow! ... View more

Am going to start work on this very thing in the next few weeks. Will report back on progress/blockers etc. Cheers m ... View more

@MrB77 Thanks for the reply. Any dos or don'ts you'd highlight and what chatbot platform did you use? We're still evaluating. Cheers m ... View more

I'm actively exploring adding a chatbot to our community as part of a wider digital service rollout. Has anyone actually integrated a chatbot i.e. Nuance, 24/7, IBM Watson with Lithium? Can anyone point me in the right direction to have this conversation with Lithium direct, or should I just contact my local rep? My goals are to increase deflection into self-service for the suitable queries, improve our customer effort score and improve the quality of conversation in the Community with many simplex queries being directed off to pre-existing solutions or answers elsewhere in our digital service. Does this ring true or would anyone add more to these very high-level KPIs? Cheers ... View more