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Warply@be finovative !


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Be Finnovative - Crowdhackathon Fintech

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Warply@be finovative !

  1. 1. Chatbots A new era in digital banking Sotiris Alexopoulos Head of Operations, Warply NBG i-bank, #fintech crowdhackathon Be Finnovative !, #fintech workshop
  2. 2. Warply Case studies Mobile Landscape Chatbot Banking Bots
  3. 3. Warply snapshot Team members Employees and partners around the world Countries That we are currently operating in Greece Cyprus, India and UAE Growth Year over year, during the last three consecutive years Clients From fast growing sectors, such banking, retail, travel and operators 64 4 260% 41
  4. 4. Services Formulate your loyalty scheme logic, including forecasts for liabilities, redemption and subsidisation LOYALTY CONSULTING Study UX requirements and apply UI design for your consumer facing assets UI/UX DESIGN COMMUNICATION STRATEGY SOFTWARE DEVELOPMENT COMMUNICATION EXECUTION INTEGRATION Help you build your communication objectives and pillars Execute communication plan, evaluate and optimise Development services to build your state of the art front and back end assets Support integration with 3rd party platforms and systems
  5. 5. Clients Retail Delhaize Banking Eurobank Insurance NBG Insurance Supplier Nestlé Banking National Bank of Greece Food Domino’s Operator Deutsche Telecom Banking Alpha Bank RetailBanking Hellenic Bank Phillip Morris
  6. 6. Warply Engage 2.0 Platform CRM Manage your customers Tokenisation, Payments, Wallet Take advantage of “Warply Pay extension” Benefits & Coupons Create and delivery eCoupons to your customers Loyalty Scheme Collection and Redemption process Campaign Management Use of “easy to build” campaign editor and set up communication delivery options Beacon enabled Move your in-store experience to next level
  7. 7. Mobile Lanscape Case studiesBots Chatbot Banking Warply
  8. 8. 0 18 35 53 70 2010 2013 2016 2019 2022 4% 6% 8% 13% 20% 28% 37% 44% 50% 54% 59% 62% 66% 69% Smartphone penetration
  9. 9. Users (in Bn) 0 1 1 2 2 2015 2016 2018 2019 1,07Bn 1,40Bn 1,61Bn 1,81Bn 2,00Bn 2,19Bn Messaging mobile app users
  10. 10. Instant Messages sent per day (in Bn) 0 55 110 165 220 2014 2015 2017 2018 30Bn 100Bn 130Bn 160Bn 200Bn 220Bn Mobile instant messaging
  11. 11. Monthly Active Users (in M) WhatsApp Facebook Messanger WeChat iMessage Viber LINE Kakao Talk Snapchat BBM Tango Telegram 0 200 400 600 800 50 70 100 140 150 170 240 280 500 550 750 Global Messaging app leaders
  12. 12. The historical moment of messaging Monthly AcCve Users for Cp messaging apps versus Social Networking apps (in M) 0 1.000 2.000 3.000 4.000 2012 2013 2015 2016
  13. 13. Hours 0 150 300 450 600 2015 2016 2017 2018 2019 2020 $173Bn $158Bn $138Bn $119Bn $99Bn $80Bn $79Bn$69Bn$60Bn$51Bn$43Bn $35Bn $252Bn$253Bn$242Bn$234Bn$231Bn$213Bn Desktop Tablet Mobile US Mobile Commerce forecast (sales in $ Bn)
  14. 14. Hours 0 2 3 5 6 2008 2009 2010 2011 2012 2013 2014 2015 2,8h 2,6h 2,3h 1,6h 0,8h 0,4h 0,3h 0,3h 0,4h0,3h0,3h 0,3h0,3h 0,4h0,3h0,2h 2,4h2,4h2,3h2,5h2,6h2,4h2,3h2,2h Desktop / Laptop Other connected devices Mobile 3h/day per user @ mobile Time spent (per adult per day) on mobile
  15. 15. Mobile landscape 58% smartphone penetration in Greece 47% smartphone penetration worldwide 44% usage of mobile data 76% of word smartphone users use social media networks 3h/day per user @ mobile 78% of smartphone users use an over-the-top mobile messaging app 80% of time spent on apps 30’ spent per day on messaging apps
  16. 16. Case studies Chatbot Banking Mobile Landscape Warply Bots
  17. 17. Bots A bot is a software application that runs automated tasks (scripts) over the internet. Typically, bot perform tasks that are both simple and structurally repetitive, at a much higher rate than would be possible a human. “ ” A chatbot is designed to work on conversation with people and existing chat app or social network Usually AI is embedded in a chatbot so the chatbot can understand the context and perform much more complicated tasks than what a bot does.
  18. 18. Why is this huge? one chat app = all services needed shift to conversational UI
  19. 19. Chatbot builders telegram chat fuel Prompt Along with developing new conversation base service, many existing app/service developers try to apply conversational UI. Several CDKs (Chat Development Kit) are offered to build a bot aligned with existing services.
  20. 20. Summary Big shift from app to chat, Facebook took this path Chat app may become the primary access of users and center of services Chatbot will play a main role as a primary touch point of users to services Developers will be required to to cope with conversational UI The challenge is to bypass incumbent vertically integrated players (Apple and Google) The key to success is to offer a better UX than existing mobile services
  21. 21. Chatbot Banking Case studies Mobile Landscape Bots Mobile Landscape Warply
  22. 22. Utility - KLM flight updates Notification for check-in Once book fight, agree to start up a chat thread on Messenger app Flight status updates Boarding pass Get booking confirmation
  23. 23. Personal travel agent - Hyper bot2human2human Adjust to ones preferences and budget, “the more the reaction the more understanding”. Support any type of messaging, email, iMessage, app, messenger etc Combine human expertise with automated and quick responses Time lapse responses come from bots, edited by human agents Support decision making, data driven recommendation
  24. 24. Shopping - Sephora “Conversational commerce” Then serve relevant content, insights tailored to ones facial shape etc Welcome users “Hi Rachel, welcome to Sephora!” Click to directly shop without having to leave the app Know users better by “Do you want to take short quiz?”
  25. 25. Hiring - Codefights versus Bots Solve some of the core everyday challenges Recruiting codefights versus bots, not humans Challenges specific to needs of the company Writing code and review existing code challenges Quick and accurate evaluation of the participants
  26. 26. Scheduling assistant - X The bot emails the guest When a meeting request is made Exchange emails in order to set details Respond with cc a dedicate bot email When details are set, receive bot a meeting invitation
  27. 27. Social payments Type transaction amount Verify via code or fingerprint Sent transaction url Install payment input method While chatting switch to payment input method Authenticate account
  28. 28. Case studies Chatbot Banking Mobile Landscape Bots Warply
  29. 29. Receive and submit information Instant information on various topics, i.e. rates or terminology Consulting information Handle verification process instead of traditional way at retail store Up-sale through additional proposals and suggestions Consulting information
  30. 30. Apply for a credit card Compare credit card benefits Instant information on various topics, i.e. rates or terminology One click action to proceed to card application Consulting information Update or confirm alterations on personal data and submit evidence
  31. 31. Report a card loss or locked PIN Block cards with one action Report a change in status, i.e. lost credit card Offer add-on services which will be in handy and much appreciated in such case Get instant access to credit card numbers linked with your account
  32. 32. Handle routine transactions Easy verification to proceed with payments Easy reminder of upcoming or due payments Suggestions that may be useful Inbound or outbound communication Promote additional similar services
  33. 33. References - Pew Research Center “Spring 2015 Global Attitudes survey” - OTE Investors report - KPCB mobile technology trends by Mary Meeker. - GSMA_Global_Mobile_Economy_Report_2015.pdf - Marc Beacue Consulting, The Economist - Portio Research; a16z; Company reports - emarketer - Ericsson Mobility Report - BI Intelligence - Forrester Research Mobile and Tablet Commerce Forecast, 2015 to 2020 (US)
  34. 34. Thank You /warply @warply /warply