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Chatbots
A new era in digital banking
Sotiris Alexopoulos
Head of Operations, Warply
NBG i-bank, #fintech crowdhackathon
B...
Mobile Lanscape
Case studiesBots
Chatbot Banking
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
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
Instant	
  Messages	
  sent	
  per	
  day	
  (in	
  Bn)
0
55
110
165
220
2014 2015 2017 2018
30Bn
100Bn
130Bn
160Bn
200Bn
...
Monthly Active Users (in M)
WhatsApp
Facebook Messanger
WeChat
iMessage
Viber
LINE
Kakao Talk
Snapchat
BBM
Tango
Telegram
...
The historical moment of messaging
Monthly	
  AcCve	
  Users	
  for	
  Cp	
  messaging	
  apps	
  versus	
  
Social	
  Net...
Hours
0
150
300
450
600
2015 2016 2017 2018 2019 2020
$173Bn
$158Bn
$138Bn
$119Bn
$99Bn
$80Bn $79Bn$69Bn$60Bn$51Bn$43Bn
$3...
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
0.4h...
Mobile landscape
58% smartphone penetration in Greece
47% smartphone penetration worldwide
44% usage of mobile data
76% of...
Bots
Mobile
Landscape
Case studies
Chatbot Banking
Bots
A bot is a software application that runs automated tasks
(scripts) over the internet. Typically, bot perform tasks t...
Why is this huge?
one chat app = all services needed
shift to conversational UI
Chatbot builders
telegram chat fuel Prompt
Along with developing new
conversation base service,
many existing app/service
...
Summary
Big shift from app to chat, Facebook took this path
Chat app may become the primary access of users and center of ...
Chatbot Banking
Case studies
Mobile
Landscape
Bots
Utility - KLM flight updates
Notification for check-in
Once book fight, agree to start up a
chat thread on Messenger app
F...
Personal travel agent - Hyper bot2human2human
Adjust to ones preferences and
budget, “the more the reaction the
more under...
Shopping - Sephora “Conversational commerce”
Then serve relevant content, insights
tailored to ones facial shape etc
Welco...
Hiring - Codefights versus Bots
Solve some of the core everyday
challenges
Recruiting codefights versus bots,
not humans
C...
Scheduling assistant - X
The bot emails the guest
When a meeting request is made
Exchange emails in order to set
details
R...
Case studies
Chatbot Banking
Mobile
Landscape
Bots
Receive and submit information
Instant information on various topics,
i.e. rates or terminology
Consulting information
Apply for a credit card
Compare credit card benefits
Instant information on various topics,
i.e. rates or terminology
One ...
Report a card loss
Compare credit card benefits
Instant information on various topics,
i.e. rates or terminology
One click...
Handle routine transactions
The bot emails the guest
When a meeting request is made
Exchange emails in order to set
detail...
References
- Pew Research Center “Spring 2015 Global Attitudes survey”
- OTE Investors report
- KPCB mobile technology tre...
Thank You
/warply
@warply
info@warp.ly
/warply
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Chatbots - A new era in digital banking

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We describe the conversational UI trends in various verticals and mobile banking in particular. Presented at finovate NBB hackathon 2016.

Published in: Business

Chatbots - A new era in digital banking

  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. Mobile Lanscape Case studiesBots Chatbot Banking
  3. 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. 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. 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. 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. 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. 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. 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. 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. 11. Bots Mobile Landscape Case studies Chatbot Banking
  12. 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. 13. Why is this huge? one chat app = all services needed shift to conversational UI
  14. 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. 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. 16. Chatbot Banking Case studies Mobile Landscape Bots
  17. 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. 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. 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. 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. 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. 22. Case studies Chatbot Banking Mobile Landscape Bots
  23. 23. Receive and submit information Instant information on various topics, i.e. rates or terminology Consulting information
  24. 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. 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. 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. 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. 28. Thank You /warply @warply info@warp.ly /warply

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