Some best practices that chatbot makers and owners should consider to help encourage consumers to trust bots in the future.

1. SLACK MEETUP
NEW YORK
#nyslackmeetup
@paul__walsh How Can We Trust Chatbots?
Paul Walsh
Founder, bCRM & MetaCert

2. Hi, I’m Paul
paul@bcrm.com
Meet the AOL New Technologies Team that helped to launch AIM in 1997

3. Before We Start What Are We Talking About?

4. Are you a Bot or
Chatbot?

5. Are you a Bot or
Chatbot?
I’m a Chatbot - a bot inside a
chat service.

6. Not Convinced About Chatbots?

7. Messaging Apps Have
Surpassed Social Networks

8. Best Practices
Let’s make it easy for consumers to trust chatbots

9. Best practices that could make a big difference to our future
➤ Bots should respond to every command
➤ Know when your bot should understand adjacent conversations
➤ Not all bots should have a personality
➤ Human take-over
➤ Respect consumers - privacy / data /…
➤ Bot to bot communications
➤ Ad serving

10. “I don’t understand that command”
Don’t leave people hanging.

11. Pretty cold so bring extra warm
underpants.
Try to be smart
What’s the weather like in
NY this week?

12. “Dear Paul,
We’re going to remove your bot
because your /joke command is
not professional. Makes your
service look stupid.
Yours,
Enterprise Customer”
But not too smart!

13. Human Take-Over
Tell the consumer when a person
takes over the conversation.

14. Remember
The Flashlight App?
Respect thou consumer
and their data.
Tell them what data you use.
AND
Tell them what data you have
access to.

15. We Need To Think About The Future Too…

16. Bot To Bot Communication Is Inevitable.

17. Remember
The Flashlight A
Respect thou cons
and their data.
Tell them what data yo
AND
Tell them what data yo
access to.
Did someone say something?
Why doesn’t anyone
understand me?

18. Ads are coming to
a chatbot near you.
Let’s not piss off
consumers again!

19. How Can We Trust Chatbots?
Paul Walsh
Founder, bCRM & MetaCert
Join our open community - open to all
stakeholders
https://openchatbot.community