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Tails of fails & giant whales - 5+ yrs in the bot biz

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Bots aren't news anymore, but what’s the Evolved Bot Paradigm (EBP) look like, & what lessons will we have learned 5-7 yrs from now?

2 smart looking guys reveal exactly that in this session.

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Tails of fails & giant whales - 5+ yrs in the bot biz

  1. 1. Bots are no longer news.
  2. 2. But what will the Evolved Bot Paradigm look like?
  3. 3. what lessons will We have learned 5-7 yrs from now? Evolved Bot Paradigm (EBP) Timeline. bot bot bot bot Pre-“bots", but still bots. bot bot bot bot bot bot bot bo bo bot bot bot bot bot bot bot bot bot botbot bot bot botbot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot botbot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot botbot bot botbot bot Bots warming up Bot Hotness Bot Boredom New wind New sail Early EBP bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot NOWPre Evolved Bot Paradigm Post Evolved Bot Paradigm Evolved to the extent that they may not be understood as bots or referred to as such. bot bot botbot bot botbotbot botbot bot botbot bot botbot bot bot bot bot bot bot bot bot bot bot bot bot bot botbot botbot botbot botbot bot botbot bot bot bot bot botbot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot botbot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bot bo bo b b bot bot bo bot bot bot bot bo bot bot bot bot bot bot bot bot bot bot bot bot bot bot
  4. 4. Become intimate with the perspective of 2 really smart looking guys. Each with 5+ yrs. each of bot-building.
  5. 5. Tim Wood | Professor of Industrial Design & Interaction Design 15+ yr practitioner applied design thinking. As an Assistant Professor of Industrial Design and Interaction Design at Rochester Institute of Technology, Tim is most interested in emerging technologies, the frontiers of interaction design, and how these two areas are rapidly changing the nature of the human experience and even how we think about design itself. With extensive experience in design strategy, the architecture of interactive systems and the design of digital products, he is keenly aware of the changing nature of design and new roles designers are being asked to fill. Prior to RIT, he was VP of User Experience and Design at EffectiveUI and before that he held the position of Creative Director for Design Innovation & Advanced Development at Eastman Kodak. Tim is an award-winning designer in his own right and is an internationally recognized speaker and author on the topic of user experience and user interface design. Tim holds an MFA in Computer Graphics from Rochester Institute of Technology, an Advanced Certificate in Interactive Media Development from Rochester Institute of Technology and a BFA in Design Arts from Memphis College of Art.
  6. 6. Lance Christmann is the Director of UX at OneReach. With his strong background in interface design and design management, Lance extends the user-centered design approach across all departments within OneReach. He helps guide customers with adopting new communication strategies and incorporating best practices into every new bot experience. Lance’s extensive client portfolio includes FedEx, Boeing, and the design of the highly acclaimed eBay Desktop application which won an Abode MAX award, to name a few. Prior to joining OneReach, Lance served as chief experience strategist at Effective, a full-service user experience (UX) agency. Lance graduated from the prestigious Rhode Island School of Design with a Bachelor of Fine Arts degree in film/video production, animation and computer graphics. Lance Christmann | Director of UX a bot-building veteran with 7+ yr of Bot experience
  7. 7. Explore key lessons: Successes & Failures from our 5+ yrs in the biz.
  8. 8. key findings from from our 5+ yrs in the biz. Including web-chat bots like this,that were built without coding
  9. 9. key findings from from our 5+ yrs in the biz. And Public-Service bots that were actually impressive (and built by government?). …Plus some major bloopers.
  10. 10. We’ll look at fumbled bots.
  11. 11. Cute bots.
  12. 12. And ass-kicking bots - that cut 40+% of operational cost.
  13. 13. We’ll also salute bots that literally save lives.
  14. 14. But the part you can’t miss…
  15. 15. We’re going to demonstrate bots from the Evolved Bot Paradigm. …That we’ve already implemented with some of the world’s largest organizations.
  16. 16. We’ll Explore important questions about the next 5-7 yrs of bots.
  17. 17. Are bots quietly ending the lives of APIs?
  18. 18. Will bots act like humans? Or will bots have a language of their own? Will bots invent theirown language?
  19. 19. will Bots displace 50% of jobs we know today? Is that bad - are they jobs we want to exist?
  20. 20. What else will come with the Evolved Bot paradigm?
  21. 21. Can we look forward to the democratization of bot-development, bots talking to bots, & bots making bots?
  22. 22. Customer Journey in 2019 - Post-Evolved Bot Paradigm Channel of Choice Task Resolution, Fast & Simple Self-service Across Channels Messaging & Conversation Centric Bots = Low Value, Generalists Agents = Specialists Apps = Known, Loyal Interactions Self-service Across Channels
  23. 23. “The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere,” - IBM’s GBS leader Bridget van Kranlingen http://blogs.gartner.com/jake-sorofman/in-customer-experience-last-best-shapes-expectations/ https://www.ibm.com/blogs/internet-of-things/the-last-best-experience/ Whats at stake: Brand, Satisfaction, Efficiency, Revenue

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