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Chatbots: The Age UK Story

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How Age UK started its journey into using a chatbot, with tips and tricks on what you can do if you want to learn how to use a chatbot

Published in: Government & Nonprofit
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Chatbots: The Age UK Story

  1. 1. Chatbots: The Age UK story Rob Mansfield Overherd: Wed 15 November 2017
  2. 2. You don’t have to be a tech wizard
  3. 3. @robram
  4. 4. A chatbot is a computer program that carries out a conversation using text or audio What is a chatbot? @robram
  5. 5. @robram
  6. 6. Why use a chatbot? @robram
  7. 7. Time @robram 4 min saving per enquiry* *Juniper Research 2017
  8. 8. Money @robram
  9. 9. 2017: $20m saving 2022: $8bn saving* Juniper Research 2017 @robram
  10. 10. Customer experience @robram*Juniper Research 2017
  11. 11. 33% of chatbot users are positive But 19% are negative While 48% are indifferent
  12. 12. By 2022, 75% of interactions are expected to be successfulBy 2022, 75% of interactions are expected to be successful
  13. 13. More people now use Messaging apps than social media apps
  14. 14. Before we really got going… @robram
  15. 15. And we tested @robram
  16. 16. We found a partner @robram
  17. 17. @robram
  18. 18. 10 things you need to know about building a chatbot @robram
  19. 19. 1. Most people don’t understand what a chatbot is @robram When I told everyone I was working on a chatbot I got responses like: “You mean like those things that you could talk to on AOL when you were bored?”* *Taken from Emotional Design For Chatbots A chat-what? Why on earth would I use one of them?
  20. 20. 2. Bots may look simple… @robram Bots have the illusion of simplicity on the front end but there are many hurdles to overcome to create a great experience. Shane Mac, CEO of Assist
  21. 21. 3. You can NEVER answer everything @robram Can you advise on how we go about selling shares. we have held the shares for many years but are not sure how best to sell them. Am I entitled to dentures if living in France and returning through the year to the UK? What vacuum cleaner can be used that does not need lots of strength? I am looking for a 2 bedroom property in Gravesend
  22. 22. 4. Always give yourself an escape route @robram
  23. 23. 5. You’ll need to dedicate time & resource @robram
  24. 24. 6. Think linear @robram
  25. 25. 7. Add a bit of ‘delight’ to your bot @robram how to lica
  26. 26. …but not too human 8. Make your bot sound human… @robram
  27. 27. 9. Real ‘chat’ bots are a long way off @robram This is absolutely stupid that I cannot get through to you I have already asked my question Is anyone there?
  28. 28. 10. Make sure you know what ‘success’ looks like @robram
  29. 29. Has it worked? @robram
  30. 30. What next? @robram
  31. 31. Thank you. Questions? Rob Mansfield @robram rob.mansfield@ageuk.org.ukSlides: bit.ly/ChatbotRM

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