Introducing Filament Chat.
A framework for building and maintaining a scalable chatbot capability.
The team at Filament have been delivering chatbot projects since 2014. That experience has yielded a methodology trusted by some of the biggest enterprises worldwide. That methodology, both art and science, is known as Filament Chat. The art is designing a Conversational UX that engages and delights the user. The science is the deployment rigour that scales and continuously improves your enterprise chatbot capability.
Our team of Natural Language Processing experts, conversational architects, project managers and interaction designers make chatbots that go beyond a gimmick. In the right hands, chatbots can distinguish your brand, enhance your relationships with customers and open channels to new business.
Our Delivery Process
We pride ourselves on working flexibly and collaboratively. Whether you would like us to complete the full design and build of the bot, or to work with your existing agencies and in-house development teams, we are happy to work in the way that will deliver the best results.
We first work with you to establish the purpose of the chatbot. We will then advise on the conversational UX / NLP platform to use and on where to deploy the bot. We will also put together technical documentation for the bot during this phase.
We build out the conversation flows to achieve the chatbot’s purpose, including visual assets, buttons and info cards. We will write the copy for the bot responses and will work with you to layer on your brand personality and tone of voice.
We then develop the chatbot using our Bot Scaffolding in line with the approved conversation flows, copy and technical documentation.
We will test the bot for valid and invalid responses to user questions and make any updates to copy that are required to ensure the user experience is as seamless and natural as possible.
Deployment & Support
Once the chatbot is approved, we deploy it to the agreed channels and actively monitor it in the crucial post-launch phase. We respond quickly to make any tweaks that are needed.
All of our clients have access to our Chatbot Management Portal to enable ongoing monitoring and content updates to be made in real time.
Our Technology & Tooling
The most common questions we get from our clients are around how to scale chatbots from both a technical and operational level. From a technical level, this may be how to scale the architecture to handle millions of conversations a day, or how to manage thousands of conversational flows, intents or locales. Operationally, this may be how to comply with GDPR, fit a chatbot solution into current processes and governance guidelines or how to successfully report measures of success.
Our catalogue of technology and tools help address these issues.
There are many solutions out there to connect to the common messenger platforms, but many don’t offer the scale required for enterprise roll-outs. Filament channel connector has been built from the ground up with the enterprise in mind, with the built-in handling of human agent handover, be it to LivePerson or SocialSignin, and can also handle messages into the hundreds per second. Our connectors also handle enterprise level logging, security and support level integrations.
Flow & State Engine
The natural language understanding (NLU) in a chatbot is the easy bit. The hard bit is how single intents become a conversation. Our state and flow management bridges this gap but providing a layer of context, short-term and long-term memory. This component uses rules and machine learning to turn snippets of text along with its past interactions to build conversations. It does this through our propriety slot filling technology and state/memory management systems.
Bot Management Portal
One of the most challenging problems with building a scalable chatbot, partially when using third-party NLU’s, is how you introduce the NLU into required development release management cycles. Our Bot Manager is the first to add a layer of version control and environment deployment management, on top of DialogFlow, LUIS and Watson Conversations. This component allows Bot managers to deploy, rollback and manage multiple environments through a single interface.
Bot Analytics Portal
A bot is like a new employee, the more time you spend teaching and correcting it, the better it gets. Our Analytics portal provides all the information required to accurately monitor and feedback the information required for it to learn over time. We also provide the insight needed to report back ROI and suggestions for further improvement. Our analytics dashboard is completely customisable to your needs, we often customise it for the needs of the project or industry, be it adverse event reporting for the pharmaceutical industry or a drop of rate for marketing campaigns.
Custom ML Models
One of the most common questions we are asked is, how do I make my bot smarter? The answer is to introduce further machine learning models, be it a model to determine the tone of a conversation to help decide if it should be escalated, or using image recognition to improve the user experience of asking users to describe an appliance. Filament has a team of Machine Learning experts, both in vision and text, that can consult and build solutions to bring your chatbot to the next level. We also work in National Language Generation and Automatic Information Retrieval.
Integration Workflow Studio
Beyond simple FAQ’s, chatbots are about transforming micro-transactions into actions. People ask questions to get answers and then get things done. Our workflow studio is a drag and drop interface that offers a scalable way to turn intents into actions that can then be performed on business line applications. We offer integrations with both bespoke and common applications, such as Office 365 and Salesforce, whilst providing easy to use condition nodes that let non-developers build in advantaged workflows all seamlessly integrated into a chatbot.
WHY CHOOSE FILAMENT?
“You are exceptional partners and we feel very lucky to be working with you.”
Valerie Hargreaves - Senior Director Healthcare, Cohn & Wolfe (WPP)
“We are hugely impressed by the level of experience, professionalism and passion Filament has shown.”
Richard Mayo-Smith - Executive Producer, Google Zoo, HK
“The chatbot you delivered continues to surprise and entertain us!”
Scott Murphy - Customer Propositions, Hiscox Insurance UK
“Filament have deep expertise and have been a tremendous support in our adoption of NLP and Machine Learning technology.”
Henry Nash - Chairman, Sell My Home
On-going Bot Management
Like an employee, a chatbot needs to be continuously taught new things and skillsets. This is done by Bot Managers and Bot Operations (BotOps). We can help you find the right people in your business to perform these roles, or we can do these roles for you via a fully managed service.
Bot as a Service (BaaS)
Running and maintaining a successful bot requires time and effort. It’s a new channel very much like the introduction of social media. At Filament, we understand that introducing new technology can be tricky and that getting the right team around you can be a challenge. Therefore, we offer a completely managed service. We will plan, build, test, launch and monitor a chatbot ability or you. Of course, this means working closely with your internal teams to get BAU processes in place, but going forward we will continuously review, report back on and improve the chatbots performance.
We would like to ultimately see ourselves as external members of your team. Our hope is to become a trusted company that can help advise and upskill your company to become one that is leading in the AI Space and exchange the skills needed for you to create your own AI capability. We do this through multiple levels of AI education, from c-suite courses, through to business and developer level courses.