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Bots: from dream to reality

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The dream and potential of bots versus the reality of what is relevant today. what can we do while the technology side is still maturing?

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Bots: from dream to reality

  1. 1. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 1 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Bots role in consumer engagement: ‘The dream’ and ‘the reality’
  2. 2. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 2 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph There is still a long way to go Bots version 0.1
  3. 3. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 3 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Where are we? The hype cycle
  4. 4. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 4 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Let’s face it: Source: Alex Godin
  5. 5. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 5 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph The issues with bots today UI: not sexy enough Need to learn the right keyword for each bot AI is still a bottleneck NLP is not there yet Hebrew! UX: frustration with “dumb” bots Channel confusion Consumers are confused which channel to use and when
  6. 6. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 6 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph But they are full of potential
  7. 7. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 7 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph What is their ‘big promise’? Interactions More personal Interactions “feel” more human Use data to provide personalization and context More effective Automation of human tasks that take too long Quick, simple to use, cost savings More intelligent Use of AI technologies lead to smarter interactions
  8. 8. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 8 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph In short: Creating magic moments “zero friction for the consumer to get what he or she wants immediately in context ” - Forrester
  9. 9. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 9 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph But most importantly, they are familiar
  10. 10. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 10 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Characteristics of good bots Simple to use Very few clicks Saves time Uses AI to improve Context!
  11. 11. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 11 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Evolution Source: Future of chatbots, Jan Rezab
  12. 12. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 12 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Conversational commerce bots
  13. 13. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 13 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Content bots New York Times’ Blossom bot: Identifies stories that are about to go viral (Slack)
  14. 14. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 14 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph “Zero Friction” magic moment bots
  15. 15. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 15 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Keep it Simple and Short! Source: http://www.slideshare.net/alexgodin/22-bot-rules-63138588
  16. 16. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 16 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph As simple as possible: Order a pizza with one word or emoji (After a short setup/registration…)
  17. 17. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 17 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph A bot walks into a bank…
  18. 18. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 18 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph https://botlist.co/
  19. 19. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 19 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Just ask Alexa
  20. 20. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 20 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Rules for smart bots They live in a tool we already know (Platform!) They are contextual (Data, data, data) They are very useful – save time, add value, simplifies tasks They structure things people are already doing They are pre-curated to avoid decisions They are closed-ended They are clear about their limitations (it can’t answer anything) They include “magic moment” / zero-friction
  21. 21. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 21 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph So are bots the future of customer engagement? Bots are not THE future of customer engagement But they will definitely be a part of it
  22. 22. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 22 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph So what should we do now? Look at bots are enablers/tools To help consumers Get Stuff Done
  23. 23. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 23 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Remember the Goal: Experiment Educate consumers to use them Learn

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