Chat bots: what, why and (a bit of) how?
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The document discusses chat bots, defining them as programs designed to simulate human conversation and explores their rising importance due to messaging's dominance over social networks. It covers the reasons for adopting chat bots, such as app fatigue and AI growth, and provides examples of tasks they can perform, like scheduling and customer service. It also outlines considerations for designing and building effective chat bots, emphasizing seamless integration and improvement of user experience.
Chat bots: what, why and (a bit of) how?
- 1. Chat Bots: what, why and (a bit of) how? Radu Irava Tuesday, 10.05.2016 @ Mobile Academy, Meetup #5 TechHub, Bucharest, Romania
- 2. Agenda 1. About me and you 2. What is a chat bot? 3. Why chat bots? 3.1. Why chat? 3.1.1. Bigger than social networks 3.1.2. Evolution of messaging 3.1.3. Success of Asian messaging apps 3.1.4. Conclusion: Messaging is the new platform 3.2. Why bots? 3.2.1. Financing growth in AI 3.2.2. App fatigue 3.2.3. Conclusion 4. How to chat bot? 4.1. Tasks examples 4.2. How to design? 4.3. How to build? 5. Value shifting 6. Q&A and Contact
- 3. About me
- 5. About you
- 6. What is a chat bot?
- 7. 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 “
- 9. Why chat?
- 10. 1. Bigger than social networks
- 11. Source: Companies, BI Intelligence via ManyChat 1. Facebook 2. Google+ 3. Instagram 4. Twitter 1. WhatsApp 2. FB Messenger 3. WeChat 4. Viber
- 12. Source: Companies, BI Intelligence via ManyChat 1. Facebook 2. Google+ 3. Instagram 4. Twitter 1. WhatsApp 2. FB Messenger 3. WeChat 4. Viber
- 14. Source: 2013 State of Social Media Spam, Nexgate
- 15. Source: 2013 State of Social Media Spam, Nexgate 355%growth of social spam during first half of 2013
- 17. 2003
- 18. Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/Nokia1100SMS.png 2003 SMS
- 19. 2007
- 21. 2016
- 22. Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/TypesOfBubbles.png 2016 ALL
- 23. 3. Success of Asian messaging apps
- 24. Source: Company websites, press releases, KPCB, http://image.slidesharecdn.com/internettrendsv1-150526193103-lva1- app6892/95/2015-internet-trends-report-50-1024.jpg
- 26. Source: GadgetsWare, http://gadgetsware.com/wp-content/uploads/2016/04/os_is_old.png
- 27. Why bots?
- 28. 1. Financing growth in AI
- 29. Source: CB Insights, https://www.cbinsights.com/blog/artificial-intelligence-startup-funding-trends/
- 30. Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Intelligence- Assistant-Landscape-Final.jpg
- 31. Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Investment- Heatwave-Map.jpg
- 32. 2. App fatigue
- 33. Source: 2016 Statista, http://www.statista.com/statistics/266210/number-of-available-applications-in-the-google-play-store/
- 34. Source: 2016 Statista, http://www.statista.com/statistics/268251/number-of-apps-in-the-itunes-app-store-since-2008/
- 35. Source: “Principles of Mobile App Design”, March 2016, ThinkwithGoogle.com, https://pbs.twimg. com/media/CdNfmPZWwAA1uQ4.jpg
- 36. Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858 average smartphone owner uses month 24 apps per
- 37. Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858 but 5 apps 80%of time is spent in
- 39. ● Simple tasks
- 40. ● Simple tasks ● Occasional usage
- 41. ● Simple tasks ● Occasional usage ● Easy accessible
- 42. ● Simple tasks ● Occasional usage ● Easy accessible ● Fast
- 43. ● Simple tasks ● Occasional usage ● Easy accessible ● Fast ● Simple UI
- 44. Now we know why chat bots!
- 45. How to chat bot
- 46. Tasks Examples?
- 47. Tasks examples Scheduling meetings Booking hotels Purchase groceries App onboarding Customer service
- 48. 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
- 49. 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
- 50. Useful?
- 51. 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
- 52. Not useful?
- 53. 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
- 55. 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
- 56. How to design?
- 57. 1. Complementary to existing channels of the service Multiple interactions Multiple channels Multiple needs Quality service = seamless integration to accomplish goals
- 58. 2. Suitable language, specifically designed for the service Tone Empathy Trust building Not an automated message (that’s not intelligent)
- 59. 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
- 60. How to build?
- 61. 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
- 62. Tools you need AI NLP tool Hosting platform Messaging platform (Webservice)
- 63. Tools I used api.ai Heroku Facebook None (yet) AI NLP tool Hosting platform Messaging platform (Webservice)
- 64. How much did I pay?
- 65. How much did I pay? 0
- 66. How much programming did I do?
- 67. How much programming did I do? 0
- 68. Value shifting!
- 69. Q&A
- 70. Contact