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AI in Financial Services Podcast
The 3 Phases of Building a Chatbot From Scratch - With Scott Nowson of PwC
Feb 3, 2020
Scott Nowson, AI Lead at PwC, Middle East, discusses the three phases of building a chatbot from scratch. They explore the use of chatbots in banking and finance, advantages of chatbot implementation in retail banking, balancing implementation and feasibility for chatbot questions, and handling the bot to human handoff.
28:48
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Quick takeaways
- Mapping out transactional capabilities and prioritizing conversational services is crucial when building a chatbot from scratch.
- Analyzing common knowledge-based inquiries helps restructure FAQ data to effectively address frequent questions in a chatbot interface.
Deep dives
Building a Chatbot: Phases and Process
Dr. Scott Nossen, the head of AI for PWC Middle East, discusses the three phases of building a chatbot from scratch. He emphasizes the importance of mapping out transactional capabilities and prioritizing what services to offer conversationally. Scott also highlights the need to understand the limitations and possibilities of chatbots in terms of knowledge bases and FAQ structures. Additionally, he stresses the significance of setting proper expectations for chatbot interactions and strategically handing off to a human when necessary.
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Discover
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