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Global Messaging Trends 2 - When are chatbots actually useful?

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Put aside the hype, and there's a lot to get excited about for the future of chatbots. It's about decreased effort and real intelligence. Keynote address at CHat Shanghai Conference, September 2016.

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Global Messaging Trends 2 - When are chatbots actually useful?

  1. 1. Grata.co September 2016Chat Shanghai | Global Messaging Trends Global Messaging Trends In search of intelligence Andrew Schorr Founder @ Grata.co Image Credit: Kathleen Wilson/Baltimore Academy of Illustration
  2. 2. Grata.co September 2016Chat Shanghai | Global Messaging Trends Peak Messaging Hype ©REUTERS   We recently hit Facebook F8 Developer Conference 12 April 2016
  3. 3. Grata.co September 2016Chat Shanghai | Global Messaging Trends Suddenly texting a weather cat is better than opening a weather app
  4. 4. Grata.co September 2016Chat Shanghai | Global Messaging Trends vs. Slack Tacobot Tacobell.com …and typing pico de gallo is faster than a screen tap
  5. 5. Grata.co September 2016Chat Shanghai | Global Messaging Trends Evidence everywhere of a hype cycle Source: h)ps://betaworks.com/botcamp  
  6. 6. Grata.co September 2016Chat Shanghai | Global Messaging Trends It lasted about 10 days…
  7. 7. Grata.co September 2016Chat Shanghai | Global Messaging Trends Since then, I’ve been drawn back to a chatbot once. A chatbot promoted by Facebook, representing the White House, failing both on and off script, phishing for contact information from within a messaging app. Ugh.
  8. 8. Grata.co September 2016Chat Shanghai | Global Messaging Trends But there must be something there, with 11,000 bots at last count. Source: h)ps://medium.com/@Deepoma>c/visual-­‐chatbots-­‐to-­‐revolu>onize-­‐interac>ons-­‐1f8693e27639#.mb0yjyn9d  
  9. 9. Grata.co September 2016Chat Shanghai | Global Messaging Trends Venture Capital Funds Retrieved from h)ps://www.cbinsights.com/blog/bot-­‐startups-­‐>meline/   Facebook F8 April 2016
  10. 10. Grata.co September 2016Chat Shanghai | Global Messaging Trends $150M $80M Platform Funds $50M $100M Source: h)p://venturebeat.com/2016/08/30/amazon-­‐ibm-­‐and-­‐other-­‐tech-­‐giants-­‐want-­‐to-­‐pay-­‐you-­‐to-­‐create-­‐bots/  
  11. 11. Grata.co September 2016Chat Shanghai | Global Messaging Trends I did a quick survey of travel chatbots to see how things are going. It’s still easier to find a bad example than a good one. Travel should be easy since it is a limited domain: booking a flight or a hotel. Image Credit: Sara Klementovic saraklem.com
  12. 12. Grata.co September 2016Chat Shanghai | Global Messaging Trends Cheapflights stays on message with a cheap bot. No kidding, you actually have to type out the words “check in” and “check out”
  13. 13. Grata.co September 2016Chat Shanghai | Global Messaging Trends Angel.ai does a better job.
  14. 14. Grata.co September 2016Chat Shanghai | Global Messaging Trends Parsing my request on Angel.ai
  15. 15. Grata.co September 2016Chat Shanghai | Global Messaging Trends But none of these are as easy as AnyTravelWebsite.com Pictured: skyscanner.com  
  16. 16. Grata.co September 2016Chat Shanghai | Global Messaging Trends h)p://investorplace.com/2016/07/pizza-­‐hut-­‐emoji-­‐menu-­‐yum-­‐stock/#.V7XWe5P5iRt   I love this sub-headline.
  17. 17. Grata.co September 2016Chat Shanghai | Global Messaging Trends So when is a chatbot useful? Image Credit: Benjamin Jancewicz, zerflin.com/services/illustration
  18. 18. Grata.co September 2016Chat Shanghai | Global Messaging Trends An Extensible Script Chatbots that can react appropriately to multiple correct answers are perfect for language learning. Pictured  h)ps://blog.mondlylanguages.com/2016/08/25/mondly-­‐chatbot-­‐press-­‐release/  
  19. 19. Grata.co September 2016Chat Shanghai | Global Messaging Trends Context Switching Chatbots that can interpret inputs in a series can consolidate complex tasks. The Robot Lawyer has helped void over 160,000 parking tickets worth over $4,000,000. Now it’s helping the homeless. More  at  h)ps://www.theguardian.com/technology/2016/aug/11/chatbot-­‐lawyer-­‐beat-­‐parking-­‐fines-­‐helping-­‐homeless-­‐do-­‐not-­‐pay  
  20. 20. Grata.co September 2016Chat Shanghai | Global Messaging Trends Non-Textual Inputs Whole Foods is on to something, but it’s still more difficult to find the eggplant emoji than to type “eggplant”. Note: Be careful whom you text the eggplant emoji.
  21. 21. Grata.co September 2016Chat Shanghai | Global Messaging Trends Image Credit: Alex Kazanas alexkazanas.com What if I could just point my camera at any item in the supermarket?
  22. 22. Grata.co September 2016Chat Shanghai | Global Messaging Trends Value Effort The golden equation for chatbot utility. More  at  h)ps://medium.com/art-­‐marke>ng/the-­‐hidden-­‐homescreen-­‐70c794ff9ada#.91l3z7wzl  
  23. 23. Grata.co September 2016Chat Shanghai | Global Messaging Trends Visual Bots
  24. 24. Grata.co September 2016Chat Shanghai | Global Messaging Trends Voice Chatbots 1 Voice message to a WeChat Official Account 2 Tap your itinerary from instant response 3 Select ticket type and book
  25. 25. Grata.co September 2016Chat Shanghai | Global Messaging Trends An always-on microphone in every room of your house. + More  at  h)p://venturebeat.com/2016/08/30/sonos-­‐is-­‐puZng-­‐amazons-­‐alexa-­‐voice-­‐assistant-­‐tech-­‐inside-­‐its-­‐connected-­‐speakers/  
  26. 26. Grata.co September 2016Chat Shanghai | Global Messaging Trends In summary, get excited about Language   Voice   Vision   Intelligence   None of these are easy, so…
  27. 27. Grata.co September 2016Chat Shanghai | Global Messaging Trends Most Likely to Succeed?
  28. 28. Grata.co September 2016Chat Shanghai | Global Messaging Trends Messaging Channels Acquired 21 Dec 2015
  29. 29. Grata.co September 2016Chat Shanghai | Global Messaging Trends Facebook is the clear leader in messaging channels globally
  30. 30. Grata.co September 2016Chat Shanghai | Global Messaging Trends 60 billion messages/day 3x peak volume of SMS +
  31. 31. Grata.co September 2016Chat Shanghai | Global Messaging Trends Apple is opening up iMessage
  32. 32. Grata.co September 2016Chat Shanghai | Global Messaging Trends Google makes inroads on iOS with the Gboard in May 2016. Microsoft acquired Swiftkey in February. More  at  h)p://www.cnet.com/news/google-­‐gives-­‐iphones-­‐and-­‐ipads-­‐slick-­‐gboard-­‐keyboard/  
  33. 33. Grata.co September 2016Chat Shanghai | Global Messaging Trends M   Assistant   Cortana   Siri   Virtual Assistants are all about reducing inputs and effort.
  34. 34. Grata.co September 2016Chat Shanghai | Global Messaging Trends Apple’s Siri is opening up to integrations with launch of Sirikit. More  at  h)p://arstechnica.com/apple/2016/06/the-­‐abili>es-­‐and-­‐limita>ons-­‐of-­‐sirikit-­‐siris-­‐olive-­‐branch-­‐to-­‐other-­‐apps/  
  35. 35. Grata.co September 2016Chat Shanghai | Global Messaging Trends OS   Search   AI   ML   NLP   The backend stack could be the deciding factor Google Research NLP API Cognitive Services Bot Framework
  36. 36. Grata.co September 2016Chat Shanghai | Global Messaging Trends “Apple is the NSA of AI.” -Jerry Kaplan Teaches the history of artificial intelligence at Stanford Despite missing search, Apple has a powerful stack: controlling the hardware, the operating system, and having defined the virtual assistant with Siri. Thanks  to  www.crunchbase.com  for  informa>on  on  acquisi>ons   More  at  h)ps://backchannel.com/an-­‐exclusive-­‐look-­‐at-­‐how-­‐ai-­‐and-­‐machine-­‐learning-­‐work-­‐at-­‐apple-­‐8dbc131932b#.aozc4dn52   Machine Learning Acquired 5 Aug 2016 Speech Interface Acquired 2 Oct 2015 Image Processing Acquired 5 Oct 2015
  37. 37. Grata.co September 2016Chat Shanghai | Global Messaging Trends “We think of this as each user building their own Google.” -Sundar Pichai CEO, Google at Google I/O May 2016 The shift to AI is perfectly aligned with Google Research’s activities and Google’s mission to organize the world’s information. Image Recognition Acquired 23 Oct 2014 Gesture Recognition Acquired 2 Oct 2013 Image Recognition Acquired 6 July 2016 NLP Acquired 23 Oct 2014 Machine Learning Acquired 26 Jan 2014 Visual Translator Acquired 16 May 2014
  38. 38. Grata.co September 2016Chat Shanghai | Global Messaging Trends Keyboard AI Acquired 2 Feb 2016 Don’t count Microsoft out. The last peer-to-peer connections on Skype are being removed to enable connecting Azure Cognitive Services to chats. Virtual Assistant Acquired 22 Aug 2016 3D Input Processor 29 Oct 2010 More  at  h)p://www.theverge.com/2016/7/7/12111028/microsod-­‐bot-­‐framework-­‐ar>ficial-­‐intelligence-­‐satya-­‐nadella-­‐interview   "This idea of using conversation, using contextual information about you, with your permission, to make you speedier and make you feel like you’re in control, that’s the stuff we get really excited about. A lot of our user experience work is around simplification, removing friction, and really showing the power of intelligence.".
  39. 39. Grata.co September 2016Chat Shanghai | Global Messaging Trends Microsoft might have had some very public stumbles...
  40. 40. Grata.co September 2016Chat Shanghai | Global Messaging Trends …but the Microsoft Bot Framework is overcoming channel weakness with a cross-platform solution.
  41. 41. Grata.co September 2016Chat Shanghai | Global Messaging Trends …and Project Murphy is hands down the most fun you can have right now with a chat bot. This is pretty impressive NLP on display
  42. 42. Grata.co September 2016Chat Shanghai | Global Messaging Trends Proving that chatbots can be sexy, even though it’s still early days.
  43. 43. Grata.co September 2016Chat Shanghai | Global Messaging Trends Thank you!
  44. 44. Grata.co September 2016Chat Shanghai | Global Messaging Trends Grata is the leading provider of enterprise contact center software for WeChat. grata_co info@grata.co grata_co

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