Insight of the Week: Productivity x Conversational AI
I attended a seminar by Khe Hy this week. Khe has a brilliant model for thinking about productivity. He calls it $10k work.
It's built around the idea of maximizing skills, and leverage.
Image Credit:?https://radreads.co/10k-work
The idea is that you should spend more of your time doing $10k work (high skill, high leverage) and less doing $10 work (low skill, low leverage).?
The exact dollar amounts aren't important. It's the mindset that matters.?
This is a great personal productivity framework, but it got me thinking about how this applies to conversational AI.?
Writing a good prompt for your IVR or chatbot? $10 work.?
Don't get me wrong. Conversational prompting - the design of what your system actually says - is important. The right prompts, delivered in the right way, with the right voice build trust, engage customers and help them get stuff done.?
But it's table stakes.?
Creating a strategic design for your IVR or chatbot? $100 work.?
How will you structure the dialog? What information architecture makes sense? How will you persuade customers to take the best course of action for them and your business? How will you handle errors gracefully? A strategic design creates the structure in which prompt writing happens. It links the detail of what is said with the objectives of automation. It's higher value work. It's the bridge that connects prompt writing with strategy...?
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Creating a Bot Strategy with a clear vision, business case and plan? $1,000 work.?
What?could?your IVR or chatbots do? What?should?they do? What's it worth? Since IVR and chatbots serve customers alongside human agents, the quality bar is high. Conversational AI can only achieve it in certain narrow situations. Bot Strategy is about finding those situations so you build bots that delight customers, and deliver the results your business needs. This is very high value work. The right strategy ensures you focus your energies on building the right bots. But that's not enough. You need to?manage?your team... of humans?and?bots!?
Implementing a Bot Management System that ensures you get maximum ROI from your investments in conversational AI? $10k work.?
This is the crux. Building a Bot Management System is the most important thing you can do in conversational AI. It ensures that you're constantly driving decision making from data. With Bot Management you hold your bots - and the teams that build them - to account in delivering on your strategy.?
Are you (or your team) doing $10, $100, $1,000 or $10k work in conversational AI??
If you're mainly in the $10-$100 range, it's time to start thinking about Bot Strategy.?
Check out my?YouTube playlist?for eight 1-minute videos on the steps to building a Bot Strategy.?
And if you want to dive deeper, here's the replay of our recent webinar:?8 Steps to Building a Brilliant Bot Strategy??where my Director of Bot Strategy, Dan Aslet, takes us through those steps in detail.?
Want to chat about your specific situation? Send me a message or leave a comment.?
Kerry
Kerry Robinson?is an Oxford physicist with a Masters in Artificial Intelligence, Kerry is a technologist, scientist, and lover of data with over 20 years experience in conversational AI. He combines business, customer experience, and technical expertise to deliver IVR, voice, and chatbot strategy, and keep Waterfield Tech buzzing.