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Jane Minto and Tom Stewart, Chatbots aren't just for millenials

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Jane Minto – User Experience at WebCredible
Tom Stewart - Senior UX Consultant at WebCredible

Published in: Design
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Jane Minto and Tom Stewart, Chatbots aren't just for millenials

  1. 1. Chatbots aren’t just for millennials… Jane Minto - UX Consultant Tom Stewart - Senior UX Consultant @webcredible 1
  2. 2. 1 in 4 2
  3. 3. 3
  4. 4. 4 57% engagement 44% said it helped 32% repeat use
  5. 5. “ Age UK, it isn’t for someone like me…
  6. 6. 6 Increase engagement Consistent message Maximise resources
  7. 7. “ ~90% of our time on mobile is spent on email and messaging platforms. I would love to back teams that build stuff for places where the consumers hang out!” Niko Bonitos, Managing Director at General Catalyst
  8. 8. What we did ~20 days Explored chatbot trends Defined topic areas to focus on Mapped out conversational flow based on advice line decision trees Trialled bot building tools Tested bots with users Assessed role of chatbot functionality for Age UK Identified opportunities for integration 8
  9. 9. 9
  10. 10. 13 1. DIAGNOSE NEED 2. SURFACE INFORMATION 3. SIGNPOST USERS
  11. 11. 14
  12. 12. “ I’m going more to my phone nowadays, it’s always with you Hazel, 72
  13. 13. “ You can do it on the fly rather than going to the website Bernadette, 53
  14. 14. “ I could sit next to mum and she wouldn’t even know Simone, 53
  15. 15. “ I’d use this now if it were available Hazel, 72
  16. 16. 19 1. Set expectations 2. Frame the intended audience 3. Anticipate users next step 4. Ask 1 question at a time 5. Understand what content is appropriate 6. Know when to escalate to a human #Toptips
  17. 17. 20 A Knowledge Base relies on structured information Joined up database of structured data SMS WhatsApp Email Age UK website Online Webchat Phone callFacebook Twitter Messaging Social Web Offline Local Age UKs
  18. 18. 21 What next?
  19. 19. + 300% 22
  20. 20. 23
  21. 21. 1 in 4 24
  22. 22. 0 in 4 25
  23. 23. Jane Minto - UX Consultant jane@webcredible.com Tom Stewart - Senior UX Consultant tom@webcredible.com @webcredible 26
  24. 24. Help business to innovate, transform and succeed in a digital world

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