Understanding and experience conversational interfaces and ways of working with them now for brands and agencies. Use cases include bespoke assistant creation, conversational advertising and automating all conversational channels.

1. 1

2. 2@charlescadbury

3. 3@charlescadbury

4. 4

5. 5
Connected Autonomous Vehicle
Built-in smart speaker
Cloud based

6. 6@charlescadbury

7. 7@charlescadbury

8. 8@charlescadbury

9. SayItNow is a specialist technology company that
helps brands take advantage of opportunities
created by consumers shifting to conversational
channels
9

10. 10@charlescadbury

11. 11@charlescadbury

12. 12
Trust
Maturity
BusinessValue

13. 3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

14. 3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

15. 3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

16. Generic
Assistants
Bespoke
services
Finance
E-commerce
Travel
Retail
..many others
● Will drive market growth
● Will increase in capability
● Will mostly be the starting
point of bespoke journeys
Are required because:
● User account information
access required
● Integration required with
proprietary systems
● Service provided is too niche
for generic assistant
Bespoke services integration with generic assistants
@charlescadbury

17. increased trust = increased transactions on this channel
Branded Transactional Assistants
2018
2028
@charlescadbury
TRUST

18. @charlescadbury

19. 19

20. @charlescadbury

21. 21
Chat to us about the
SEAT Arona
Click
@charlescadbury

22. 22
@charlescadbury

23. 5 step process
23
1. Assess 2. Understand 3. Deploy 4. Improve 5. Extend
Maturity of automated conversations
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Say It Now
Health Check
report
Workshop to
articulate most
valuable
channels to
automate
Activate
assistant on
first channel
Improve range
of responses
and channels
Deliver expert
level of your
automated
brand voice.

24. 24
Observations
● Almost all have social presence on
Facebook/Twitter but most respond
slowly to requests
● A few have web chat facility but it is rarely
automated and response speed varies
● Brand Alexa skills are still rare
● Almost all have Google results but very
few have Google Assistant skills
● Very few customer journeys are
supported through conversational
channels
Searchability 1 1 3 1
Responsiveness 3 3 2 N/A N/A
Content and tone 2 2 3 N/A N/A
CRM/Data 3 3 3 N/A N/A
Discover 3 3 3 N/A N/A
Buy 3 3 3 N/A N/A
FAQ 3 3 3 N/A N/A
Service/Support 3 3 2 N/A N/A

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26. 26
@charlescadbury
2006 mobile 2018 voice

27. 27
@charlescadbury
Number of conversational practitioners
Now
Future

28. 28
@charlescadbury
Number of conversational practitioners
Now
Future

29. 29
@charlescadbury

30. What questions do you have?
charlie@sayitnow.ai
www.sayitnow.ai