Conversational Interfaces and Content Reuse

How to publish Sitecore content to all your conversational channels

In the video below, I show an example of content reuse between Sitecore and Cognigy. But after you watch, I want to talk about why it matters.

When we discuss integrations between conversational experiences and Enterprise systems, we often focus on systems of record like CRM, ticketing, order-management, and ERP systems. The idea is that those systems store information and perform some operational function like processing an order or updating customer attributes.

But it’s easy to forget that we’ve also made investments in content and marketing systems like Sitecore, and those play an important role when we are building out a Conversational AI.

How can we combine our single source of truth for content with the conversational experiences we want to create?

An automated conversation is filled with dialog, so it would seem to make sense to store that in Cognigy, your conversational platform. But what is dialog if not content? Does it make more sense for all content to be created and stored in your web content management system?

You should base your decision on what are purely conversational elements vs. what are re-usable blocks of content that you could find on your website, in an email campaign, or on a mobile app.

Conversational elements are messages or questions that guide a conversation.

Reusable content blocks are elements such as product descriptions, specials or marketing copy. This is content you’ve created, moved through workflow, potentially translated and published in your CMS or marketing platform.

Following this approach, you still have a single source of truth for content. Making changes in your web content management system propagates out to all your digital channels, including your conversational ones. Your conversational elements, on the other hand, are specific to the domain of the conversation and, as such, are stored in Cognigy.

Watch this video to see how this comes together in a conversational experience where Cognigy recognizes Sitecore as the source of truth for content and integrates it into the conversation: