Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Healthcare Communications Association talk - "Voicing the Future"

112 views

Published on

In this talk I addressed 2 key topics. 1) Why now is the time to engage in conversational assistants (chatbots and voice bots) and 2) How to start including some examples and key benefits. This presentation was delivered to the Healthcare Communications Association at The Wellcome Trust in November 2018

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Healthcare Communications Association talk - "Voicing the Future"

  1. 1. Say It Now is a specialist technology company that helps brands take advantage of opportunities created by customers shifting to conversational channels 1
  2. 2. Roche Press Release - Monday 26th Nov 2018 1,056 16-24 year olds between 3rd and 14th August 2018.
  3. 3. Bots 101 3 Chatbots Voice bots
  4. 4. 4@charlescadbury Gartner Hype Cycle 2016 Natural Language Question Answering
  5. 5. 5@charlescadbury 2019 - 3.9 Billion Messaging Users Messaging tipping point >50% global population (2019 - 7.79bn)
  6. 6. 6@charlescadbury
  7. 7. 7 ‘Billion user club’ driving immediacy culture @charlescadbury
  8. 8. 8 Your assistant Always With You @charlescadbury
  9. 9. Long Range Threats, brand disintermediation @charlescadbury
  10. 10. Much opportunity Where to begin? 10@charlescadbury
  11. 11. The Marketplace of Marketplaces 11 Why bots? No Download required 1.3BN user base on Facebook Messenger Messages read within a minute It’s instant messenger 99% Read rate What inbound messages do you not read? Personal experience A channel that responds directly to the questions posed Voice In Home An increasingly expected place to start a conversation
  12. 12. 12@charlescadbury Have used a chatbot: 2016: 11% 2018: 36%
  13. 13. The Future of Conversational Channels 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. 14. The Future of Conversational Channels 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. 15. The Future of Conversational Channels 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. 16. Well defined design principles Closed v. Open Paths 16@charlescadbury e.g.
  17. 17. 17 Click Scan Click @charlescadbury Chat to us
  18. 18. Mindscape Case Study 18@charlescadbury The questions that led to Mindscape being created - from use case to concept ● How could technology be used to help? ● Specifically, could voice step in to offer front line support when human interaction is either impossible or unwanted? ● How can we help people feel heard in their loneliest moments? ● What therapeutic benefits could be delivered by technology in the absence of medical practitioners?
  19. 19. 19@charlescadbury
  20. 20. 20@charlescadbury
  21. 21. Channel Opportunities Crafting conversations that lead to an action 1. Experience Asynchronous nature of chatbots allow tasks to be completed at the cadence of the customer 2. Engagement A more personal channel increases engagement and chances of customer completing their task 3. Data The ability to monitor exact phrases delivers an opportunity to feed that insight directly back into product and service mix 4. Channels If your customers are embracing new channels, you have to find a way to communicate effectively there @charlescadbury
  22. 22. What questions do you have? charlie@sayitnow.ai www.sayitnow.ai
  23. 23. Building Conversational Interfaces Start, Then Improve 23@charlescadbury

×