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The future of messaging bots 

& chat for business
@ChrisMessina
Infobip Webinar March 22, 2017
Known for
Inventing the hashtag, product hunts
Companies
Uber; Google; Mozilla
Skills
UX & product design, marketing,
soci...
Appeared in
Wall Street Journal, New York Times,
Washington Post, The Information,
Backchannel, Business Insider, Wired
Sp...
Two things:
Do ask questions! ☞
Take the quick poll!
Should you build a bot?
🤔
2016:
“The Year of Conversational Commerce”
“Utilizing chat, messaging, or other natural language
interfaces (i.e. voice) to interact with people, brands, or
services...
“Evolving from simple social conversations to
business-related conversations.”
—Mary Meeker, KPCB
Worldwide Device Shipments
Source: Gartner, Worldwide Devices Shipments per Year by Device Type
2,000M
1,750M
1,500M
1,250...
Messaging is the killer mobile app
Source: companies, BI IntelligenceMonthly active users for the top four social networks...
Messenger was the most downloaded app in 2016
#1
80%
of teenagers are using Messenger as either
their first or second means...
We’re #trending!
Source: ubisend Ltd 2016 Mobile Messaging Report
63.9%
of consumers agree with
the statement “Businesses
...
How did we get here?
Source: Flickr
Source: cpu-galaxy.at
Steve Jobs
2007
This one works This one doesn’t
Entertainment
iPod
Communication
Phone
Apps
iOS
+
+
+
+
Entertainment
iPod
Communication
Phone
Apps
iOS
+
+
+
+
+ ?
Credit: AP
Number of monthly active Facebook users
© Statista 2016
The World Online
Sources: cpu-galaxy.at; Facebook Devices; Amazon
• 📲 Massive UX improvements in tech products
• 📉 Friction and access costs to the internet
• 📈 Speed of computing
• 📈 Peop...
No Such Thing as Offline
By Justin Barber
Illustrations by Sehee Lee
design.google.com/articles/digital-natives
—Satya Nadella, Microsoft
“Bots are the new apps.”
Build the intelligent
cloud platform
Create more
personal computing
Reinvent productivity
& business processes
Conversatio...
Some terms
Some terms
AI
when a machine
mimics “cognitive”
functions
Neural Network
a programming
paradigm inspired
by biology that
e...
Some terms
Bot
an autonomous
program on a
network
Chatbot
a bot that uses
human language to
communicate
Skill
a capability...
Some terms
Bot Platform
a computing
context that can be
extended by third
party bots
Voice Platform
a voice computing
cont...
Categories of Facebook bots
Brand
promotes a
commercial or
corporate entity
News/New Media
provides timely and/
or topical...
Categories of Slack bots
Information
Retrieval
promotes a
commercial or
corporate entity
Internal
Operations
provides time...
• Immediacy: respond in < 10-30 seconds or else: frustrated users!
• Operations: operators can have up to 3 concurrent cha...
• Immediacy: speed for the EOD Generation (everything on demand)
• Authenticity: supports natural language, in your custom...
The new platforms
+
O
ctober
*
2016
Enterprise ConsumerCustomer Service
Independent platform builders: picks & shovels
Anatomy of a bot
Persistent menu
Text, emoji, stickers, images,
audio, video, files
Cards & Carousel
Content action button...
The landscape
AI assistants
Chatbots
huggingface.co zo.ai
Shopping
Onboarding
m.me/snaptravel
📰 News
m.me/wsj m.me/cnnm.me/theguardian m.me/GetPrpl/
TV & Game
m.me/PersonaSynthetics m.me/callofduty
🍺 and 🍕
m.me/BudLight m.me/Dominos
🎶 Music
m.me/Lazyset m.me/RecordBird
Art
telegram.me/icon8bot telegram.me/prismabot
Celebrities
garyveebot.com m.me/kevinhartbotm.me/869705063160306 m.me/christinamilian
Resources
refind.com/chrismessina?q=bots
producthunt.com/@chrismessina/collections/convcomm
Questions / Answers
Thank you.@chrismessina m.me/MessinaBot
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
The future of Messaging Bots and Chat for Business
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The future of Messaging Bots and Chat for Business

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Video of the webinar: https://www.youtube.com/watch?v=6SsaMH4C5Uo

The business world is abuzz with chat and chat bots. Facebook Messenger and autonomous messaging bots are changing how businesses communicate. We have to get a handle on messaging bots and chat for business now, and there is no better person to help guide us than Chris Messina.

In this exclusive webinar Chris will discuss his vision of messaging and conversational commerce. Chris is a leading innovator in the messaging space. His personal messaging bot Messina Bot and discussions on bots, messaging, and conversational commerce are paving new ways for the future of business.

Chris Messina is a long-time tech thought leader and is credited as the inventor of the hashtag. Chris' current passion "conversational commerce" challenges our thinking of how we will be doing business in the future.

https://www.infobip.com/en/resources/webinars/chris-messina-on-the-future-of-messaging-bots-and-chat-for-business/

Published in: Technology
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The future of Messaging Bots and Chat for Business

  1. 1. The future of messaging bots 
 & chat for business @ChrisMessina Infobip Webinar March 22, 2017
  2. 2. Known for Inventing the hashtag, product hunts Companies Uber; Google; Mozilla Skills UX & product design, marketing, social media, developer relations, platform strategy
  3. 3. Appeared in Wall Street Journal, New York Times, Washington Post, The Information, Backchannel, Business Insider, Wired Speaking MobileBeat, SXSW, SapientRazorfish, Future Decoded, Slush, APIDays
  4. 4. Two things: Do ask questions! ☞ Take the quick poll!
  5. 5. Should you build a bot?
  6. 6. 🤔
  7. 7. 2016: “The Year of Conversational Commerce”
  8. 8. “Utilizing chat, messaging, or other natural language interfaces (i.e. voice) to interact with people, brands, or services and bots that heretofore have had no real place in the bidirectional, asynchronous messaging context.”
  9. 9. “Evolving from simple social conversations to business-related conversations.” —Mary Meeker, KPCB
  10. 10. Worldwide Device Shipments Source: Gartner, Worldwide Devices Shipments per Year by Device Type 2,000M 1,750M 1,500M 1,250M 1,000M 750M 500M 0 2006 2011 20152007 2008 2010 2012 2013 2014 2016 250M 2009 Credit: LukeW Design 2006 239M PCs 68M Smartphones & Tablets 2016 269M PCs 1,729M Smartphones & Tablets
  11. 11. Messaging is the killer mobile app Source: companies, BI IntelligenceMonthly active users for the top four social networks and messaging apps Big 4 social networking apps Big 4 messaging apps MILLIONS 3,500 3,000 2,500 2,000 1,500 1,000 500 0 Q4 '11 Q1 Q1 Q1Q1 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3
  12. 12. Messenger was the most downloaded app in 2016 #1 80% of teenagers are using Messenger as either their first or second means of communication 88% of Millennials report that they prefer chatting over the web or social media to talk to businesses
  13. 13. We’re #trending! Source: ubisend Ltd 2016 Mobile Messaging Report 63.9% of consumers agree with the statement “Businesses should be available and contactable via messaging applications” 49.4% of consumers would rather use a messaging app than a phone call to communicate with a business
  14. 14. How did we get here?
  15. 15. Source: Flickr
  16. 16. Source: cpu-galaxy.at
  17. 17. Steve Jobs 2007
  18. 18. This one works This one doesn’t
  19. 19. Entertainment iPod Communication Phone Apps iOS + + + +
  20. 20. Entertainment iPod Communication Phone Apps iOS + + + + + ?
  21. 21. Credit: AP
  22. 22. Number of monthly active Facebook users © Statista 2016
  23. 23. The World Online
  24. 24. Sources: cpu-galaxy.at; Facebook Devices; Amazon
  25. 25. • 📲 Massive UX improvements in tech products • 📉 Friction and access costs to the internet • 📈 Speed of computing • 📈 People online (*demise of “offline”) • 📈 Spread of technology into all facets of our day • 📈 Casual, familiar relationship with technology • 🤖 AI assistants being invited into our lives • 🚸 Children as leading indicators of “🔜 normal” Macro trends ∴ new assumptions
  26. 26. No Such Thing as Offline By Justin Barber Illustrations by Sehee Lee design.google.com/articles/digital-natives
  27. 27. —Satya Nadella, Microsoft “Bots are the new apps.”
  28. 28. Build the intelligent cloud platform Create more personal computing Reinvent productivity & business processes Conversations as a Platform
  29. 29. Some terms
  30. 30. Some terms AI when a machine mimics “cognitive” functions Neural Network a programming paradigm inspired by biology that enables computers to learn from observational data Machine Learning ability to “learn” without explicit programming Deep Learning algorithms that learn complicated concepts by building them out of simpler ones NLP/NLU/NLG interaction between computers and humans using (natural) languages
  31. 31. Some terms Bot an autonomous program on a network Chatbot a bot that uses human language to communicate Skill a capability that an AI Assistant learns or obtains AI Assistant a chatbot that performs tasks or services for an individual
  32. 32. Some terms Bot Platform a computing context that can be extended by third party bots Voice Platform a voice computing context that can be extended by third party bots
  33. 33. Categories of Facebook bots Brand promotes a commercial or corporate entity News/New Media provides timely and/ or topical content or media Customer Service access to help, feedback, and account assistance Commerce sells products or otherwise focuses on transactions
  34. 34. Categories of Slack bots Information Retrieval promotes a commercial or corporate entity Internal Operations provides timely and/ or topical content or media Workflow Automation access to help, feedback, and account assistance Customer Support sells products or otherwise focuses on transactions
  35. 35. • Immediacy: respond in < 10-30 seconds or else: frustrated users! • Operations: operators can have up to 3 concurrent chats w/o affecting performance • Always on: don’t recreate voicemail on messaging! • Forgetful: conventional chat sessions lose context — don’t do this! • Isolation: live chat is often disconnected from other contact points, confusing customers Challenges of conversational UI
  36. 36. • Immediacy: speed for the EOD Generation (everything on demand) • Authenticity: supports natural language, in your customer’s words • Two-way communication: 1:1 messaging • Hybridization: humans in the loop, fronted by bots • Continuous context: combine people + system knowledge for 360° view of customer (i.e. with sign in) • Frictionless onboarding: nothing to install; most users have messaging apps • UI consistency: people understand messaging; no new app UI to learn Benefits of conversational UI
  37. 37. The new platforms
  38. 38. + O ctober * 2016
  39. 39. Enterprise ConsumerCustomer Service
  40. 40. Independent platform builders: picks & shovels
  41. 41. Anatomy of a bot Persistent menu Text, emoji, stickers, images, audio, video, files Cards & Carousel Content action buttons Quick replies Keyboard suggested replies
  42. 42. The landscape
  43. 43. AI assistants
  44. 44. Chatbots huggingface.co zo.ai
  45. 45. Shopping
  46. 46. Onboarding m.me/snaptravel
  47. 47. 📰 News m.me/wsj m.me/cnnm.me/theguardian m.me/GetPrpl/
  48. 48. TV & Game m.me/PersonaSynthetics m.me/callofduty
  49. 49. 🍺 and 🍕 m.me/BudLight m.me/Dominos
  50. 50. 🎶 Music m.me/Lazyset m.me/RecordBird
  51. 51. Art telegram.me/icon8bot telegram.me/prismabot
  52. 52. Celebrities garyveebot.com m.me/kevinhartbotm.me/869705063160306 m.me/christinamilian
  53. 53. Resources
  54. 54. refind.com/chrismessina?q=bots
  55. 55. producthunt.com/@chrismessina/collections/convcomm
  56. 56. Questions / Answers
  57. 57. Thank you.@chrismessina m.me/MessinaBot

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