Bots using MadCap Flare PRESENTED BY Luciana Alvear Voigt LUCIANA - - PowerPoint PPT Presentation

▶

Mar 12, 2023 13 likes •238 views

Knowledge Management for Bots using MadCap Flare PRESENTED BY Luciana Alvear Voigt LUCIANA ALVEAR VOIGT BS Business Administration Productivity. PUCE Catholic University Ecuador 5+ Coordinating a team of 20 Technical Writers, at a

SLIDE 1

PRESENTED BY

Knowledge Management for Bots using MadCap Flare

Luciana Alvear Voigt

SLIDE 2

BS Business Administration – Productivity.

PUCE Catholic University Ecuador

5+ Coordinating a team of 20 Technical Writers, at a

Brazilian Software House.

Online helps, business process manuals, implementation

methodology documentation, user manuals and corporate social media communications.

Content strategy roadmap Documentation and Legal

Requirements Portals: Portuguese, Spanish, English.

LUCIANA ALVEAR VOIGT

SLIDE 3

1200+ employees 150 business consultants 7+ Market segments 30 years private sector 100 distribution channels

Headquarters in Blumenau 14 branches across Brazil 7,000 clients

SENIOR - some numbers

SLIDE 4

CLIENTS

8 of

f the

the 10

major agriculture cooperatives

6 of

f the

the 10

major e-commerces

10 10 of

f the

the 25 25

major hospitals

100,000+

contracts

200+

supermarkets

4 of

f th

the e 5

major manufacturers

7,0 7,000+

clients

10 of

f th

the 50

major retailers

SLIDE 5

SLIDE 6

PRODUCTIVITY GAIN IN PROJECTS  42% PRODUCTIVITY GAIN IN WORKBOOKS  18% WIN TAX INDICATOR 56,3%

KNOWLEDGE MANAGEMENT MODEL

SLIDE 7

KNOWLEDGE BASE

Unified process structure Business model Pricing and sales structure

Training courses Process documentation Software deployment docs Deployment checklists and guides

Workbooks/activities Comprehension exercises Certification programs Recorded classes Parameter settings Testing spreadsheets Training activities

SLIDE 8

SINGLE SOURCING

SLIDE 9

SLIDE 10

SARA – INTEGRATED WITH TECHNICAL CONTENT

SLIDE 11

SARA – INTEGRATED WITH TECHNICAL CONTENT

User Manual eSocial - User Manual Release Notes Solution Database Legal Requirements

SLIDE 12

We connected Watson Assistant, Watson Natural Language Understanding (NLU), Watson Knowledge Studio (WKS), Cloudant NoSQL DB and Watson Discovery Services (WDS) in a chatbot application built on top of SDK for Node.js running on IBM Cloud.

IBM WATSON + FLARE

SLIDE 13

Esocial domain experts were trained on Watson Assistant in order to build a more responsive dialogue tree.

SLIDE 14

The domain experts also worked along with the development team, using NLU and WKS to teach SARA for recognize specific terms related to eSocial.

SLIDE 15

SARA + ESOCIAL

+

SLIDE 16

SARA – USER’S JOURNEY

SLIDE 17

SARA – MACHINE LEARNING

Feedback

Was this answer helpful?

{

SLIDE 18

75,000+

questions answered

SARA ESOCIAL

SLIDE 19

10000 20000 30000 40000 50000 60000 27-Apr 3-May 16-May 22-Jun 16-Aug 30-Aug

SARA eSocial Interactions

Reduction of approx. 1600 simple-question service calls. Reduction of approx. 880 hours of zero-level support.

75,000+ accesses in 6 months

SARA ESOCIAL

SLIDE 20

 Faster knowledge update  Knowledge base unification  Time optimization for productive area specialists  Documentation and training development based on

the business process

 Synergy and exchanges between both teams  Improvements in the client’s experience

GAINS

SLIDE 21

 Detachment must be exercised.  Collective development of the new process was vital.  Proofs of

f Con
ncept were very

ry im important (Ideation => Prototype => Process)

 In

Infrastructure is is cri critical l (Flare).

 The tr

train ining of

f everyone in

involved in the new model is a decisive factor.

 Plan the structure of training artifacts considering several target

audiences and contents.

LESSONS LEARNED

SLIDE 22

Thank you!

luciana.alvearvoigt@gmail.com https://www.linkedin.com/in/luciana-alvear-voigt/