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Chatbots, Conversational Interfaces, and the Rise of Messaging platforms

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Why bots are taking the world by storm, why your company probably should have one, and how to do it right.

Published in: Internet

Chatbots, Conversational Interfaces, and the Rise of Messaging platforms

  1. 1. The Conversational Interface
  2. 2. Partner at Digital Intent and Founder Equity. Kellogg Professor. Very pale. Hi.
  3. 3. Product strategy, user experience design, web/mobile/bot development and
 digital marketing under one roof. Over 60 team members, with offices in Chicago, Dallas and Columbus. #620 on the 2015 Inc. 5000, with over 735% revenue growth in 3 years. An innovation team in a box.
  4. 4. What
  5. 5. Us learning how to interact with computers.
  6. 6. Computers learning how to interact with us.
  7. 7. Conversational Interfaces Bots
  8. 8. Conversational Interfaces
  9. 9. Retrieval based models
  10. 10. Generative models
  11. 11. vs.
  12. 12. Why
  13. 13. Messaging apps have surpassed social networks. 3 billion users 2.5 billion users Monthly actives for big 4 social networking apps vs. big 4 messaging apps. Source. 2012 2016
  14. 14. 1) Feels more personal than apps.
  15. 15. “Language is the most powerful, useful, effective communication technology ever, period.” Source
  16. 16. Source
  17. 17. Source
  18. 18. 1) Feels more personal than apps. 2) More appropriate for many interactions.
  19. 19. “I like the idea of not having to download an entire app.”
  20. 20. 0 Apps 1 App 2 Apps 3 Apps 4 Apps 5-7 Apps 8+ Apps Most people download 0 new apps per month.
  21. 21. “I actually prefer giving my information to a bot than a person because there’s no judgment.”
  22. 22. “Sometimes I don’t want to browse - I just want you to tell me what to get.”
  23. 23. “My kids text all day, but they don’t use email at all.”
  24. 24. 1) Feels more personal than apps. 2) More appropriate for many interactions. 3) Available wherever a user wants.
  25. 25. “Conversational commerce is about delivering convenience, personalization, and decision support while people are on the go, with only partial attention to spare.” Source
  26. 26. “Alexa, ask Uber to 
 request a ride”
  27. 27. I need to return an item. I’m looking for a black cocktail dress.
  28. 28. 1) Feels more personal than apps. 2) More appropriate for many interactions. 3) Available wherever a user wants. 4) Can make non-experts experts.
  29. 29. Messaging apps become the new home screen
  30. 30. How
  31. 31. Building a bot is easy. 
 Building an intelligent one is hard.
  32. 32. Use a retrieval-based model (for now).
  33. 33. Narrow the domain.
  34. 34. “The challenge in plugging an AI into a 'conversational' chat bot interface is that you don't have HAL 9000 but are in some sense pretending to the user that you do.” Source
  35. 35. Spend a lot of time
 error handling.
  36. 36. “When it comes to interactions with bot, alignment should be the highest-order user experience objective.” Source
  37. 37. “With chat, the UI is the log file. Debugging becomes very easy. And every user interaction is product feedback.” Source
  38. 38. Acquisition Users visit the site. Activation Users have a good first experience. Retention Users come back. Referral Users tell their friends. Revenue
  39. 39. We don’t know how new apps will be discovered.
  40. 40. Simplify data entry.
  41. 41. Avoid replicating phone trees.
  42. 42. Curation appears to be more effective (for now).
  43. 43. Natural language filtering.
  44. 44. Image-based search.
  45. 45. Bake in delighters.
  46. 46. Context is huge.
  47. 47. Develop a relationship with the customer over time.
  48. 48. Use notifications intelligently and prudently.
  49. 49. Nobody knows yet.
  50. 50. Group shopping?
  51. 51. When
  52. 52. 1) PR opportunity. 2) Capitalize on unsaturated channel. 3) Barriers to entry are lower. 4) Figure out what works faster. 5) More data = smarter bots.
  53. 53. Build Measure Learn Ideas ProductData
  54. 54. Build version one now. Learn what works. Repeat.
  55. 55. Let’s build something great together. Thanks for talking today. To learn more about how DI can help with your digital innovation needs, contact Sean at 312-213-0498 or sean@digintent.com

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