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Are bots the future of customer engagement?

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What are chatbots? why are we talking about them now? will they replace apps?

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Are bots the future of customer engagement?

  1. 1. 1Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Internet of Things Managing the exponential data with 1Galit Fein & Pini Cohen’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Galit Fein STKI 2016 Galit Fein & Einat Shimoni EVP & senior analysts
  2. 2. 2Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  3. 3. 3Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  4. 4. 4Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Dramatic change in our global economy is about to occur between 2016 and 2020. “Rising Billions”: 3 to 5 billion new consumers, who have never purchased anything, never uploaded anything and never invented and sold anything, are about to come online and provide a mega-surge to the global economy.
  5. 5. 5Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Human-Computer Interaction (1830s – 2015) Punch Cards for Informatics 1832 QWERTY Keyboard 1872 Electromechanical Computer (Z3) 1941 Electronic Computer (ENIAC) 1943 Paper Tape Reader (Harvard Mark I) 1944 Mainframe Computers (IBM SSEC) 1948 Trackball 1952 Joystick 1967 Microcomputers (IBM Mark-8) 1974 Portable Computer (IBM 5100) 1975 Commercial Use of Window-BasedGUI (Xerox Star) 1981 Commercial Use of Mouse (Apple Lisa) 1983 Commercial Use of Mobile Computing (PalmPilot) 1996 Touch + Camera - based Mobile Computing (iPhone 2G) 2007 University of Calgary, “History of Computer Interfaces” (Saul Greenberg) Voice on Mobile Voice on Connected / (Siri) Ambient Devices 2011 (Amazon Echo) 2014 artificial intelligence
  6. 6. 6Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. From “Apps” to “platforms” • We will move from “Apps” to “platforms” • Platform is where the customer already lives (chat platforms/ virtual personal assistants)
  7. 7. 7Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Amazon Alexa Voice Platform Leveraging proliferation of microphones throughout house to reduce friction for making purchases... 3x faster to shop using microphone than to navigate menus in mobile apps*... Amazon Prime (~44MM USA Subscribers) Amazon Echo Evolution of Shopping with Echo Amazon Echo Tap Amazon Echo Dot 1. 2. 3. Shopping Lists (2014) Reorder past purchases by voice (2015) Order new items – assuming you are fine with Amazon selecting exact item (2015) Source: Cowen & Company Internet Retail Tracker (3/16), Recode, MindMeld
  8. 8. 8Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  9. 9. 9Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  10. 10. 10Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Messaging apps are the new OS The top four messaging apps in the world have nearly 3 billion monthly active users and are opened almost five times as much as regular apps. Facebook Is Dominating The Messaging App Wars The two largest messaging apps in the world – Facebook Messenger and WhatsApp – are both owned by Facebook..
  11. 11. 11Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  12. 12. 12Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Messaging/ Text Bots are just any other user of messaging apps (ie. WhatsApp, Viber, etc.)
  13. 13. 13Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Just ask Alexa
  14. 14. 14Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. How it works? • You invite a Bot to a group, command it to post messages (help of keywords). • Bots like “people” have profile photos, names, they can be direct messaged or mentioned, they can post messages and upload files. • Bots read and write messages & conduct complicated workflows for you. • Bots implement their own logic, connect various services, implement workflows, track, monitor, report, chat, chart data, alert, remind and communicate with various IoT devices and web services
  15. 15. 15Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. They're here — or they're about to be So you can chat with it instead of dealing with website, app, or (heaven forbid) calling in to customer service
  16. 16. 16Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  17. 17. 17Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  18. 18. 18Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. • Powered by artificial intelligence. • Text-based services that let users complete tasks. • Multifunctional.
  19. 19. 19Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Do you need a bot to talk to your bank? And if you do, how will you use it? RBC and DBS banks
  20. 20. 20Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  21. 21. 21Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Facebook’s Bot Engine: tool for teaching chatbots what to say in specific types of situations based on the Send/Receive API standard for building Messenger bots
  22. 22. 22Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  23. 23. 23Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. • • • • • • • • • Difficult to build a good app Difficult to market Requires storage space Requires updates Multiple apps for different services Relatively inexpensive to build Easy to share No need to download Auto updates Multiple apps for different services One app for all services
  24. 24. 24Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. Messaging Bots “really” replace Apps or live in symbiosis with them ?
  25. 25. 25Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph. In less than a month 10% of Rare Pink customers will go through the entire process of designing and choosing a ring with sales associates on WhatsApp. WhatsApp Is Finally Inviting Businesses onto Its Massive Network in 2016 We can discuss your ideas, answer your questions and keep you updated through whichever medium suits you best. Your design consultant is happy to speak with you over the phone or message via WhatsApp
  26. 26. 26Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  27. 27. 27Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  28. 28. 28Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  29. 29. 29Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.
  30. 30. 30Galit Fein & Einat Shimoni’s work Copyright@2016. Do not remove source or attribution from any slide or graph.

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