Make or buy dilemma and lessons learned

1. Support automation with chatbots -
make or buy dilemma and lessons learned

2. Erik Pfannmöller | Founder
Serial Entrepreneur
Canoe World Champion
Father of three
Math nerd
Love keyboard shortcuts
e.pfannmoeller@solvemate.com
+49-151-234-32-054

3. Agenda
1. Make or Buy / 5 Lessons Learned
2. Structured answers / Solvemate

4. Agenda
1. Make or Buy / 5 Lessons
Learned
2. Structured answers / Solvemate

5. We now live in
an instant economy.

6. Whenever Wherever Instantly
Time is the
new gold.

7. The solution is possible.
Machine
Learning
Instant
messaging
Instant
support
+ =

8. are
...cool
...innovative
...hyped
People think...

9. Source: https://chatbotsmagazine.com/developing-a-custom-bot-vs-using-a-bot-creation-platform-f374c3c456b0
Expectations vs. Reality

10. SaaS vs. build inhouse?
Go live time
Go live todos
Go live investment
Ongoing costs
Self service rate
ROI
12 months 1-2 months
5 workdays
6 lines of code
Hire Team, Design,
MVP, Integrations..
negligible> 100K
Min. 2 FTE software fee
??? > 80%
> 2 years (if at all) < 6 months
Build inhouse SaaS (Solvemate)

11. Core question to answer
Is building bot building my
company’s core competence?

12. 5 Lessons Learned on
Support Oriented Chatbots

13. Lesson 1: Not every org qualifies

14. ★ High volume, inbound support per team
Lesson 1: Not every org qualifies

15. ★ High volume, inbound support per team
★ Repetitivity
Lesson 1: Not every org qualifies

16. ★ High volume, inbound support per team
★ Repetitivity
★ Solve the “need-agent cases”
Lesson 1: Not every org qualifies

17. Lesson 2: Set goals

18. Lesson 2: Set goals
I want

19. Lesson 2: Set goals
I want…
...to offer a 24/7 support experience
...to reduce my contact ratio by 15% in 6 months
...to grow 50% revenue without hiring

20. Lesson 3: Calculate ROI

21. Lesson 3: Calculate ROI
Initial setup costs
+ Gains from live phase
- Costs from live phase
= ROI

22. Patrick Waldhauer
Director Operations @ eGym
“We have 30% less cases in
Salesforce than last year, while
we have 40% more users.”

23. ROI Calculator for you
http://medium.com/@epfannmoeller

24. Lesson 4: Integration is key

25. Lesson 4: Integration is key
Not covered today

26. Lesson 4: Integration is key
Not covered today

27. Lesson 4: Integration is key
Not covered today

28. Lesson 5: Go live fast & iterate

29. Lesson 5: Go live fast & iterate
You think what
requests will come.

30. Lesson 5: Go live fast & iterate
The reality.You think what
requests will come.

31. Lesson 5: Go live fast & iterate
Train a few solutions / intents only
See what users truly want
Incrementally add these solutions

32. Summary: 5 Lessons learned
★ Not every org qualifies
★ Set goals
★ Calculate ROI
★ Integration is key
★ Go live fast & iterate

33. Agenda
1. Make or Buy / 5 Lessons Learned
2. Structured answers / Solvemate

34. About Solvemate
Located in Berlin,
founded in 2015 Unique algorithm
Solution handling
100.000+ request p.m.
Customers on
3 continents

35. Solvemate enables endcustomers
to get instant, self-service support
through your own virtual agent.

36. Results.
Huge resolution rate*
> 80%
Fastest resolution time
~12 seconds
*on average, 13% of users that receive an answer opt for a handover to a human agent.

37. It started with a phone call...

38. Our virtual agents
narrows down the number
of possible solutions
by asking smart
multiple-choice questions.

39. +80% of customer support is
like…
...finding the 1 out of 100
”standard answers”

40. Lets play a game: Guessing a person

41. Sparkasse - “can’t log in”

42. Real-time predictions
● Smart multiple-choice questions narrow
down the possible solutions
● Algorithm predicts the next best question
in real time
● Solution provided and next steps
proposed

43. Consumer
Solves requests
Frontend
Algorithm
Backend
Algorithm
CS Organisation
Trains & configures

44. Get in touch.
C O N T A C T
Erik Pfannmöller
Founder / CEO
+49-151-234-32-054
e.pfannmoeller@solvemate.com