Bots presentation
- 1. Thu, Nadia, Emma, Jordan, Laura
- 2. Structure 1. Introduction about Bots 2. How some companies are using Bots 3. Alternatives to using Bots 4. Requisites for a good bot
- 3. 1. Introduction What are Bots? • Computer programs talk like humans • Automated tasks: • Set alarms • Tell weather • Online searches • Order products • Etc.
- 4. 1. Introduction Where can you find them? • Messaging apps • Facebook messenger • WhatsApp • Twitter
- 5. 1. Introduction Our experiences Experiences with Chatbots • Siri • Alexa, Google Home • Simsimi • Etc.
- 6. How are companies using Bots?
- 7. 2. How companies are using Bots? • KLM • BB – BlueBot: Crossplatform service bot Self learning AI • Help with booking through Messenger or Google Assistant • Answer inquiries
- 8. 2. How companies are using Bots? • Expedia • Uses Skype to connect with travelers e.g.: Problem with booking (cancelling, updating, …)
- 9. 2. How companies are using Bots? • Mastercard • Merchant • Bank partners • True dialogue with customers • KAI Mastercard • Mastercard bot for merchants
- 10. 2. How companies are using Bots? • Burberry • Facebook Messenger • London Fashion week • Clothing pieces shown during show • Live chat
- 11. 2. How companies are using Bots? Woebot • Chatbot for young adults in college to reduce anxiety and depression
- 12. 2. How companies are using Bots? • Mariott • Facebook Messenger, Slack & Chatbotlr • Easy travel journey
- 13. 3. Alternatives to using Bots • There are some alternatives available (e.g.: People, hologram, etc.) BUT • Haven’t yet found one that is as good as Bots • Bots advantages: • 24/7 • No language barriers • Less labor concerns • More cost effective
- 14. 4. Important Requisites for good bots • Content • Chatbots rely on content, not just technology • Repurpose • Required content is already being generated, it just needs to be repurposed • Analyze needs of customers • Use analysis of why customers are contacting you to focus content curation and creation • Develop served digital channels • Develop served digital channels to support content creation and migration • Close supervision • Reduce risks by piloting with close supervision of experienced agents
- 15. Sources • Daly, C. (2018, February 22). KLM: Chatbots Are The Future Of Customer Support. Retrieved from AI Business : https://aibusiness.com/chatbots-klm-interview/ Delivering Cognitive Behavior Therapy to Young Adults With Symptoms of Depression and Anxiety Using a Fully Automated Conversational Agent (Woebot): A Randomized Controlled Trial. (2017, June 6). Retrieved from JMIR Publications: https://mental.jmir.org/2017/2/e19/ Marriott International’s AI-powered Chatbots on Facebook Messenger and Slack, and Aloft’s ChatBotlr, Simplify Travel for Guests Throughout Their Journey. (2017, September 28). Retrieved from Marriott International: http://news.marriott.com/2017/09/marriott-internationals-ai-powered-chatbots-facebook-messenger-slack-alofts-chatbotlr- simplify-travel-guests-throughout-journey/ Mastercard Makes Commerce More Conversational With Launch of Chatbots for Banks and Merchants. (n.d.). Retrieved from Mastercard : https://newsroom.mastercard.com/press-releases/mastercard-makes-commerce-more-conversational-with-launch- of-chatbots-for-banks-and-merchants/ Meet BB. (n.d.). Retrieved from KLM: https://bb.klm.com/en Mitroff, S. (2016, May 5). What is a bot? Here's everything you need to know. Retrieved from CNet : https://www.cnet.com/how- to/what-is-a-bot/ Shewan, D. (2018, April 26). 10 of the Most Innovative Chatbots on the Web. Retrieved from WordStream: https://www.wordstream.com/blog/ws/2017/10/04/chatbots Springman, J. (2017, February 15). The six hidden requirements for chatbot success. Retrieved from My customer: https://www.mycustomer.com/service/channels/the-six-hidden-requirements-for-chatbot-success Street, T. (2016, December 19). Experiencing a whole new way to manage complex travel plans. Retrieved from Expedia: https://viewfinder.expedia.com/features/introducing-expedia-bot-skype/ Woebot Secures $8 Million in Funding to Increase Access to Mental Health Care Worldwide. (2018, March 1). Retrieved from Globe Newswire: https://globenewswire.com/news-release/2018/03/01/1402071/0/en/Woebot-Secures-8-Million-in-Funding-to- Increase-Access-to-Mental-Health-Care-Worldwide.html