On the 20th of November we are celebrating World Children’s Day for 75 time. Although fantastic improvements have been made all around the globe our children are facing new challenges and threats. But new technology and AI tools can be some of the solutions to keep kids from harm. The Danish startup BotSupply helps the international and acclaimed organization Save the children to protect our young ones from sexual offenses and harassment online. The AI based project ”SletDet” (Eng. Erase it) have made great progress, and Save the children has set an ambitious goal to make kids feel safer online and increase mental wellbeing among our young ones.
Thousands of kids and youngsters are victims of sexual offenses and harassment every day, especially on digital channels and platforms. Save the Children is the world's biggest organization for children's rights and welfare. In Denmark, they have launched the initiative SletDet (Eng:"Erase it") to combat digital-based sexual offense. Specifically, Save the Children has set an ambitious goal of 10 x more engagement with youngsters involved in this topic. This has a strategic grounding in both their digital transformation (to increasingly reach goals with technological tools), as well as growth within the areas of mental wellbeing and digital offense.
BotSupply worked with Save the Children Organization in Denmark. Their main objective was to break down barriers that prevent kidsfrom reporting incidents, seeking advice, and to empower children and young adults with knowledge that can help them deal with cyber-bullying and online abuse. SletDet is an offshoot of Save the Children organization who work specifically with children and young adults understand their rights if someone is posting their pictures online without their consent. They help delete these images/ videos and counsel on actions the kids can take to limit the damage these difficult situations can cause.
The solution is a web-based chatbot to supplement professional advisors. This also integrates to the contact system and their Power BI Analytics setup. Thus, the bot also generates call-backs, besides solving queries on its own. The solution was co-created with the Save the Children team and end-users in accordance with the BotSupply Implementation Methodology, which ensures a high level of quality assurance, professional accuracy and ethical dilemmas are explicitly taken care of. This is critical in a use case where the pitfalls and potential mismatches of expectations could be many, and we're happy to have received immensely positive feedback from Save the Children project managers, psychologists and Senior management alike. All powered by Oracle cloud.
More than 80% of users turn into defined "requests", which is the main KPI for the team. A request is defined as when a user has more than 3 interactions with the bot. Monthly user requests to SletDet up by a factor of 7 within the first 3 months. Continuous measurement of number of conversations versus critical situations ensures that max 5% of the sessions reach the critical level (i.e. clearly expressed need for help, where the bot fails to help/understand). The initial KPI was that more than 50% requests should come outside opening hours. As of today, the number is around 85% on average.
BotSupply helped the customer in the below steps:
Understanding business needs: By analyzing historical data, talking to children, conducting workshops and interviews together with Save the Children team. BotSupply prototyped and tested their chatbot and kept optimizing it based on the conversational data they received from tests and pilot.
Conversational Design: BotSupply designed a Danish speaking chatbot, in order to detect and solve the most common questions.
Backend Integrations: The chatbot is deployed on the customer's website connected to a lead desk integration that allows the user to be set up with a counselor through the chatbot.
BotSupply quest for helping the world build better chatbots started in 2016. Since then they have been focusing on the two most important aspects of bot-building: cutting-edge technology and flawless conversational design.
Their proprietary technology is at the core of the BotSupply Chatbot Management System (CMS), a platform where anyone can build a chatbot without ever writing a single line of code. The intuitively easy to use CMS is powered by our proprietary Natural Language Processing which empowers businesses to communicate natively in the same language as their customers.
BotSupply efforts in the domain of Artificial Intelligence have been recognized by awards like the IBM Watson Award and certified by the numerous research papers that our AI experts publish.
Technology is only one aspect of building great chatbots. The people at BotSupply believe that the second critical part is Conversational Design. The tone, the personality, and the language that the bot uses when communicating with employees or customers is key to building great experiences. This is why they have an entire team of conversational designers who first understand your business needs, and then craft unforgettable experiences for the customers.
Their collaboration with Oracle resulted in the ‘Oracle ISV Partner of the Year FY20’ Award, and they were presented at the flagship Oracle event, Oracle Open World, in San Francisco, London and Dubai. As part of the Oracle for Startups program, BotSupply have also been lucky to meet Larry Ellison, Founder and CTO at Oracle.