This document discusses bots and how companies are using them. It begins with an introduction about what bots are and examples of common bots. It then discusses how companies like KLM, Expedia, Mastercard, and Burberry are using bots for customer service on messaging platforms. It also discusses alternatives to bots but why they have not replaced bots. Finally, it discusses important requisites for effective bots like focusing content, analyzing customer needs, and close supervision during piloting.

1. Thu, Nadia, Emma, Jordan, Laura

2. Structure
1. Introduction about Bots
2. How some companies are using Bots
3. Alternatives to using Bots
4. Requisites for a good bot

3. 1. Introduction
What are Bots?
• Computer programs talk like humans
• Automated tasks:
• Set alarms
• Tell weather
• Online searches
• Order products
• Etc.

4. 1. Introduction
Where can you find them?
• Messaging apps
• Facebook messenger
• WhatsApp
• Twitter

5. 1. Introduction
Our experiences
Experiences with Chatbots
• Siri
• Alexa, Google Home
• Simsimi
• Etc.

6. How are companies using Bots

7. 2. How companies
are using Bots
• KLM
• BB – BlueBot: Crossplatform service bot
Self learning AI
• Help with booking through
Messenger or Google Assistant
• Answer inquiries

8. 2. How companies
are using Bots
• Expedia
• Uses Skype to connect with travelers
e.g.: Problem with booking (cancelling,
updating, …)

9. 2. How companies
are using Bots
• Mastercard
• Merchant
• Bank partners
• True dialogue with customers
• KAI Mastercard
• Mastercard bot for merchants

10. 2. How companies
are using Bots
• Burberry
• Facebook Messenger
• London Fashion week
• Clothing pieces shown during show
• Live chat

11. 2. How companies
are using Bots
Woebot
• Chatbot for young adults in
college to reduce anxiety and
depression

12. 2. How companies
are using Bots
• Mariott
• Facebook Messenger, Slack & Chatbotlr
• Easy travel journey

13. 3. Alternatives to using Bots
• There are some alternatives available (e.g.: People, hologram, etc.)
BUT
• Haven’t yet found one that is as good as Bots
• Bots advantages:
• 24/7
• No language barriers
• Less labor concerns
• More cost effective

14. 4. Important Requisites for good bots
• Content
• Chatbots rely on content, not just technology
• Repurpose
• Required content is already being generated, it just needs to be repurposed
• Analyze needs of customers
• Use analysis of why customers are contacting you to focus content curation and creation
• Develop served digital channels
• Develop served digital channels to support content creation and migration
• Close supervision
• Reduce risks by piloting with close supervision of experienced agents

15. Sources
• Daly, C. (2018, February 22). KLM: Chatbots Are The Future Of Customer Support. Retrieved from AI Business :
https://aibusiness.com/chatbots-klm-interview/
Delivering Cognitive Behavior Therapy to Young Adults With Symptoms of Depression and Anxiety Using a Fully Automated
Conversational Agent (Woebot): A Randomized Controlled Trial. (2017, June 6). Retrieved from JMIR Publications:
https://mental.jmir.org/2017/2/e19/
Marriott International’s AI-powered Chatbots on Facebook Messenger and Slack, and Aloft’s ChatBotlr, Simplify Travel for Guests
Throughout Their Journey. (2017, September 28). Retrieved from Marriott International:
http://news.marriott.com/2017/09/marriott-internationals-ai-powered-chatbots-facebook-messenger-slack-alofts-chatbotlr-
simplify-travel-guests-throughout-journey/
Mastercard Makes Commerce More Conversational With Launch of Chatbots for Banks and Merchants. (n.d.). Retrieved from
Mastercard : https://newsroom.mastercard.com/press-releases/mastercard-makes-commerce-more-conversational-with-launch-
of-chatbots-for-banks-and-merchants/
Meet BB. (n.d.). Retrieved from KLM: https://bb.klm.com/en
Mitroff, S. (2016, May 5). What is a bot? Here's everything you need to know. Retrieved from CNet : https://www.cnet.com/how-
to/what-is-a-bot/
Shewan, D. (2018, April 26). 10 of the Most Innovative Chatbots on the Web. Retrieved from WordStream:
https://www.wordstream.com/blog/ws/2017/10/04/chatbots
Springman, J. (2017, February 15). The six hidden requirements for chatbot success. Retrieved from My customer:
https://www.mycustomer.com/service/channels/the-six-hidden-requirements-for-chatbot-success
Street, T. (2016, December 19). Experiencing a whole new way to manage complex travel plans. Retrieved from Expedia:
https://viewfinder.expedia.com/features/introducing-expedia-bot-skype/
Woebot Secures $8 Million in Funding to Increase Access to Mental Health Care Worldwide. (2018, March 1). Retrieved from
Globe Newswire: https://globenewswire.com/news-release/2018/03/01/1402071/0/en/Woebot-Secures-8-Million-in-Funding-to-
Increase-Access-to-Mental-Health-Care-Worldwide.html