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Chatbots
A new era in digital banking
Sotiris Alexopoulos
Head of Operations, Warply
NBG i-bank, #fintech crowdhackathon
Be Finnovative !, #fintech workshop
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
220Bn
Mobile instant messaging
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
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
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)
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
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
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 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.
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
developers try to apply
conversational UI.
Several CDKs (Chat
Development Kit) are offered
to build a bot aligned with
existing services.
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
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
Flight status updates
Boarding pass
Get booking confirmation
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
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?”
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
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
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 click action to proceed to card
application
Consulting information
Update or confirm alterations on
personal data and submit evidence
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
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
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)
Thank You
/warply
@warply
info@warp.ly
/warply

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Chatbots - A new era in digital banking

  • 1. Chatbots A new era in digital banking Sotiris Alexopoulos Head of Operations, Warply NBG i-bank, #fintech crowdhackathon Be Finnovative !, #fintech workshop
  • 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. 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. 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. 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. 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. 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. 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. 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
  • 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. Why is this huge? one chat app = all services needed shift to conversational UI
  • 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. 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
  • 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. 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. 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. 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. 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
  • 23. Receive and submit information Instant information on various topics, i.e. rates or terminology Consulting information
  • 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. 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. 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. 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)