SlideShare a Scribd company logo
Chatbots & Conversational
Commerce: Are You Ready?
© SilverTech, Inc. 2017
1996
Founded
In 75+
Crew
members
80+
Average Active
Projects
The Seven Steps to Successful Persona Creation
Our Work
We believe in the Three C’s
Clients
Crew
Company
CMS
Content Management
Systems
MA
Marketing Automation &
Journey Management
CRM
Salesforce
PARTNERSTECHNOLOGY
SEAMLESS INTEGRATIONS SHARING DATA
Agenda
1. A Brief History of Chatbots
2. “The Beginning of a New Internet”
3. I Love You, Xiaoice
4. Order Flowers, Plan a Trip, & Get
Tacos for Lunch
5. Getting Started with Chatbots - It’s
easier than you think
CHATBOTS
“A program designed to mimic
human-to-human interaction via text
or voice inputs.”
KEY TAKEAWAY
“By 2020, customers will manage 85%
of their relationship with the
enterprise without interacting with a
human.”
Gartner
A Brief History of Chatbots
© SilverTech, Inc. 2017
01
The Seven Steps to Successful Persona Creation
ELIZA
We believe in the Three C’s
Clients
Crew
Company
Image Source: http://www-ai.ijs.si/eliza/eliza.html
The Seven Steps to Successful Persona Creation
Parry
We believe in the Three C’s
Clients
Crew
Company
Image Source: The Atlantic
The Seven Steps to Successful Persona Creation
SmarterChild
We believe in the Three C’s
Clients
Crew
Company
Image Source: Bots, Messaging and SmarterChild
The Beginning of a New
Internet
© SilverTech, Inc. 2017
02
KEY TAKEAWAY
“Chat apps will come to be thought of
as the new browsers; bots will be the
new websites. This is the beginning of
a new internet.”
Ted Livingston, Kik
KEY TAKEAWAY
“This all might seem too simple. But to
us, that’s the beauty of bots. They can
reduce friction to as close to zero as
computing allows.”
Ted Livingston, Kik
KEY TAKEAWAY
“By 2019, 20% of brands will abandon
their mobile apps.”
Gartner
I Love You, Xiaoice
© SilverTech, Inc. 2017
03
The Seven Steps to Successful Persona Creation
Xiaoice
We believe in the Three C’s
Clients
Crew
Company
Image Source: Chatting With Xiaoice
Order Flowers, Plan a Trip,
& Get Tacos for Lunch
© SilverTech, Inc. 2017
04
KEY TAKEAWAY
“We are trying to make [the customer
service experience] more human. It’s
easier to chat and text than sit on the
phone.”
Facebook
The Seven Steps to Successful Persona Creation
Tacobot
We believe in the Three C’s
Clients
Crew
Company
Source: Tacobot
The Seven Steps to Successful Persona Creation
Tempbot
We believe in the Three C’s
Clients
Crew
Company
KEY TAKEAWAY
“By 2020, customers will manage 85% of
their key relationships with the
enterprise without interacting with a
human.”
Gartner
Getting Started with
Chatbots
© SilverTech, Inc. 2017
05
KEY TAKEAWAY
Chatbots are essentially the “apps” of
voice and messaging platforms, defining
how people converse with your digital
business services and data.
Gartner
The Seven Steps to Successful Persona Creation
• Call center help desk
• ChatOps approvals
• Equipment diagnostic inventory management
• Chatbot scheduling agent
4 Applications of Chatbots
The Seven Steps to Successful Persona Creation
QnA Maker
We believe in the Three C’s
Clients
Crew
Company
CONCLUSION
“Is your organization bullish on bots?
Or, do you think they’ll go the way of
QR codes?”
SILVERTECH HEADQUARTERS
The Ash Street Schoolhouse
196 Bridge Street
Manchester, NH 03104
CALL US: 603.669.6600
EMAIL: info@silvertech.com
SOURCES
Slide 9: http://www.gartner.com/smarterwithgartner/gartner-predicts-a-virtual-world-of-exponential-change/
Slide 11: http://www-ai.ijs.si/eliza/eliza.html
Slide 12: https://www.theatlantic.com/technology/archive/2014/06/when-parry-met-eliza-a-ridiculous-chatbot-
conversation-from-1972/372428/
Slide 13: http://blog.aweissman.com/2016/04/bots-messenging-and-smarterchild.html
Slide 22: https://www.nytimes.com/interactive/2015/07/27/science/chatting-with-xiaoice.html
Slide 26: https://www.youtube.com/watch?v=ouE6qyTc-l0 FB F8 Developer Conference April, 2016
Slide 27: https://www.youtube.com/watch?v=ZFo6SdIh7mc&feature=youtu.be Expedia bot for Facebook Messenger
Slide 28: https://www.tacobell.com/feed/tacobot
Slide 33: http://www.gartner.com/smarterwithgartner/4-uses-for-chatbots-in-the-enterprise/
Slide 36: https://www.youtube.com/watch?v=KmdHVT-OZhQ&t=611s HubSpot, Inbound 2107
Slide 37: https://qnamaker.ai/

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Chatbots and Conversational Commerce: Are You Ready?

  • 1. Chatbots & Conversational Commerce: Are You Ready? © SilverTech, Inc. 2017
  • 3. The Seven Steps to Successful Persona Creation Our Work We believe in the Three C’s Clients Crew Company CMS Content Management Systems MA Marketing Automation & Journey Management CRM Salesforce PARTNERSTECHNOLOGY SEAMLESS INTEGRATIONS SHARING DATA
  • 4. Agenda 1. A Brief History of Chatbots 2. “The Beginning of a New Internet” 3. I Love You, Xiaoice 4. Order Flowers, Plan a Trip, & Get Tacos for Lunch 5. Getting Started with Chatbots - It’s easier than you think
  • 5.
  • 6. CHATBOTS “A program designed to mimic human-to-human interaction via text or voice inputs.”
  • 7. KEY TAKEAWAY “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.” Gartner
  • 8. A Brief History of Chatbots © SilverTech, Inc. 2017 01
  • 9. The Seven Steps to Successful Persona Creation ELIZA We believe in the Three C’s Clients Crew Company Image Source: http://www-ai.ijs.si/eliza/eliza.html
  • 10. The Seven Steps to Successful Persona Creation Parry We believe in the Three C’s Clients Crew Company Image Source: The Atlantic
  • 11. The Seven Steps to Successful Persona Creation SmarterChild We believe in the Three C’s Clients Crew Company Image Source: Bots, Messaging and SmarterChild
  • 12.
  • 13. The Beginning of a New Internet © SilverTech, Inc. 2017 02
  • 14. KEY TAKEAWAY “Chat apps will come to be thought of as the new browsers; bots will be the new websites. This is the beginning of a new internet.” Ted Livingston, Kik
  • 15.
  • 16. KEY TAKEAWAY “This all might seem too simple. But to us, that’s the beauty of bots. They can reduce friction to as close to zero as computing allows.” Ted Livingston, Kik
  • 17. KEY TAKEAWAY “By 2019, 20% of brands will abandon their mobile apps.” Gartner
  • 18. I Love You, Xiaoice © SilverTech, Inc. 2017 03
  • 19.
  • 20. The Seven Steps to Successful Persona Creation Xiaoice We believe in the Three C’s Clients Crew Company Image Source: Chatting With Xiaoice
  • 21.
  • 22. Order Flowers, Plan a Trip, & Get Tacos for Lunch © SilverTech, Inc. 2017 04
  • 23. KEY TAKEAWAY “We are trying to make [the customer service experience] more human. It’s easier to chat and text than sit on the phone.” Facebook
  • 24.
  • 25.
  • 26. The Seven Steps to Successful Persona Creation Tacobot We believe in the Three C’s Clients Crew Company Source: Tacobot
  • 27. The Seven Steps to Successful Persona Creation Tempbot We believe in the Three C’s Clients Crew Company
  • 28. KEY TAKEAWAY “By 2020, customers will manage 85% of their key relationships with the enterprise without interacting with a human.” Gartner
  • 29. Getting Started with Chatbots © SilverTech, Inc. 2017 05
  • 30. KEY TAKEAWAY Chatbots are essentially the “apps” of voice and messaging platforms, defining how people converse with your digital business services and data. Gartner
  • 31.
  • 32. The Seven Steps to Successful Persona Creation • Call center help desk • ChatOps approvals • Equipment diagnostic inventory management • Chatbot scheduling agent 4 Applications of Chatbots
  • 33.
  • 34.
  • 35.
  • 36. The Seven Steps to Successful Persona Creation QnA Maker We believe in the Three C’s Clients Crew Company
  • 37. CONCLUSION “Is your organization bullish on bots? Or, do you think they’ll go the way of QR codes?”
  • 38. SILVERTECH HEADQUARTERS The Ash Street Schoolhouse 196 Bridge Street Manchester, NH 03104 CALL US: 603.669.6600 EMAIL: info@silvertech.com
  • 39. SOURCES Slide 9: http://www.gartner.com/smarterwithgartner/gartner-predicts-a-virtual-world-of-exponential-change/ Slide 11: http://www-ai.ijs.si/eliza/eliza.html Slide 12: https://www.theatlantic.com/technology/archive/2014/06/when-parry-met-eliza-a-ridiculous-chatbot- conversation-from-1972/372428/ Slide 13: http://blog.aweissman.com/2016/04/bots-messenging-and-smarterchild.html Slide 22: https://www.nytimes.com/interactive/2015/07/27/science/chatting-with-xiaoice.html Slide 26: https://www.youtube.com/watch?v=ouE6qyTc-l0 FB F8 Developer Conference April, 2016 Slide 27: https://www.youtube.com/watch?v=ZFo6SdIh7mc&feature=youtu.be Expedia bot for Facebook Messenger Slide 28: https://www.tacobell.com/feed/tacobot Slide 33: http://www.gartner.com/smarterwithgartner/4-uses-for-chatbots-in-the-enterprise/ Slide 36: https://www.youtube.com/watch?v=KmdHVT-OZhQ&t=611s HubSpot, Inbound 2107 Slide 37: https://qnamaker.ai/