chat bots: what, why and (a bit of) how?
TRANSCRIPT
Chat Bots: what, why and (a bit of) how?
Radu IravaTuesday, 10.05.2016
@ Mobile Academy, Meetup #5TechHub, Bucharest, Romania
Agenda
1. About me and you2. What is a chat bot?3. Why chat bots?
3.1. Why chat?3.1.1. Bigger than social networks3.1.2. Evolution of messaging3.1.3. Success of Asian messaging apps3.1.4. Conclusion: Messaging is the new platform
3.2. Why bots?3.2.1. Financing growth in AI3.2.2. App fatigue3.2.3. Conclusion
4. How to chat bot?4.1. Tasks examples4.2. How to design?4.3. How to build?
5. Value shifting6. Q&A and Contact
About me
About you
What is achat bot?
a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner
Source: Wikipedia, https://en.wikipedia.org/wiki/Chatterbot
“
”
Whychat bots
Why chat?
1. Biggerthan social networks
Source: Companies, BI Intelligence via ManyChat
1. Facebook2. Google+3. Instagram4. Twitter
1. WhatsApp2. FB Messenger3. WeChat4. Viber
Source: Companies, BI Intelligence via ManyChat
1. Facebook2. Google+3. Instagram4. Twitter
1. WhatsApp2. FB Messenger3. WeChat4. Viber
Source: Nexgate, http://nexgate.com/solutions/social-media-spam-abusive-and-offensive-content/
Source: 2013 State of Social Media Spam, Nexgate
Source: 2013 State of Social Media Spam, Nexgate
355%growth of social spam
during first half of 2013
2. Evolutionof messaging
2003
Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/Nokia1100SMS.png
2003
SMS
2007
2007 SMSSource: http://www.lostintechnology.com/wp-content/uploads/2011/08/thread-sms-iphone.png
2016
Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/TypesOfBubbles.png
2016
ALL
3. Successof Asian messaging apps
Source: Company websites, press releases, KPCB, http://image.slidesharecdn.com/internettrendsv1-150526193103-lva1-app6892/95/2015-internet-trends-report-50-1024.jpg
So,chat because...
Source: GadgetsWare, http://gadgetsware.com/wp-content/uploads/2016/04/os_is_old.png
Why bots?
1. Financinggrowth in AI
Source: CB Insights, https://www.cbinsights.com/blog/artificial-intelligence-startup-funding-trends/
Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Intelligence-Assistant-Landscape-Final.jpg
Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Investment-Heatwave-Map.jpg
2. Appfatigue
Source: 2016 Statista, http://www.statista.com/statistics/266210/number-of-available-applications-in-the-google-play-store/
Source: 2016 Statista, http://www.statista.com/statistics/268251/number-of-apps-in-the-itunes-app-store-since-2008/
Source: “Principles of Mobile App Design”, March 2016, ThinkwithGoogle.com, https://pbs.twimg.com/media/CdNfmPZWwAA1uQ4.jpg
Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858
average smartphone owner uses
month24 apps
per
Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858
but
5 apps80%
of time is spent in
So,bots because...
● Simple tasks
● Simple tasks● Occasional usage
● Simple tasks● Occasional usage● Easy accessible
● Simple tasks● Occasional usage● Easy accessible● Fast
● Simple tasks● Occasional usage● Easy accessible● Fast● Simple UI
Now we know whychat bots!
How tochat bot
Tasks Examples?
Tasks examples
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots
Useful?
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots
Not useful?
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots
Chat bot alternatives?
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots
How todesign?
1. Complementary to existing channels of the service
Multiple interactions
Multiple channels
Multiple needs
Quality service = seamless integration to accomplish goals
2. Suitable language, specifically designed for the service
Tone
Empathy
Trust building
Not an automated message (that’s not intelligent)
3. Capability of improving service experience when used by employees
Service experience = customer experience + employee experience
Improve employee experience as well
Let the chat bot perform the boring tasks
Help the employee do his job better
How tobuild?
AI NLP Tools
api.ai
More customization
Easier to use
More documentation
Worse learning capabilities
wit.ai
Less customization
Harder to use
Less documentation
Better learning capabilities
Tools you need
AI NLP tool
Hosting platform
Messaging platform
(Webservice)
Tools I used
api.ai
Heroku
None (yet)
AI NLP tool
Hosting platform
Messaging platform
(Webservice)
How much did I pay?
How much did I pay?
0
How much programming did I do?
How much programming did I do?
0
Value shifting!
Q&A
Contact