1.
Chatbots
A new era in digital banking
Sotiris Alexopoulos
Head of Operations, Warply
NBG i-bank, #fintech crowdhackathon
Be Finnovative !, #fintech workshop

2.
Mobile Lanscape
Case studiesBots
Chatbot Banking

3.
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

4.
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

5.
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

6.
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

7.
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

8.
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)

9.
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

10.
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 (OTT) mobile messaging app
80% of time spent on apps
30’ spent per day on messaging apps

11.
Bots
Mobile
Landscape
Case studies
Chatbot Banking

12.
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.

13.
Why is this huge?
one chat app = all services needed
shift to conversational UI

14.
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.

15.
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

16.
Chatbot Banking
Case studies
Mobile
Landscape
Bots

17.
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

18.
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

19.
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?”

20.
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

21.
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

22.
Case studies
Chatbot Banking
Mobile
Landscape
Bots

23.
Receive and submit information
Instant information on various topics,
i.e. rates or terminology
Consulting information

24.
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

25.
Report a card loss
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

26.
Handle routine transactions
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.
References
- Pew Research Center “Spring 2015 Global Attitudes survey”
- OTE Investors report
- KPCB mobile technology trends by Mary Meeker.
- http://www.gsmamobileeconomy.com/
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)

28.
Thank You
/warply
@warply
info@warp.ly
/warply