The document discusses the potential for bots to guide users and generate leads by answering basic questions, allowing users to explore options and feel their time is valued. However, human interaction is still vital for customer experience. Bots are best at answering simple questions efficiently, while humans are needed for their empathy. The role of bots versus humans in customer service is an ongoing discussion.

1. C’era una volta un Panda

2. e c’era una volta un Bot
:

3. Lead generation in
confessionale con i Bot
Adriana Dell’Arte adellarte@gmail.com +39 340 240 3239
& Adriano Urso ajaneu@gmail.com +39 333 927 8493
MILAN 25-26 NOVEMBER 2016

4. Ma se i clienti non facessero
domande perché non sanno
cosa domandare?

5. Un bot può guidarli nella
direzione giusta?

6. :
Premesse
:

7. :
What?
:

8. :
DATA please
::

9. :
What?
:

10. :
DATA please
::

11. :
What?
::

12. :
Teaching
::
http://bit.ly/inobund-in-pillole

13. :
:)
::

14. :
DATA please
::

15. :
Answer (irrelevant)
::

16. :
KPI?
::

17. :
Life without KPI
::

18. :
Suggestions
::

19. :
Life without KPI
::

20. :
...
::

21. :
Developing new point of view
::

22. :
...
::

23. :
Empathy
::

24. :
I don’t understand the question
::

25. :
How do you feel?
::

26. :
(Irrelevant)
::

27. :
What?
::

28. :
CRM
::

29. :
Lead generation?
::

30. :
What?
::

31. :
Lead generation!
::

32. :
What?
::

33. :
Personas?
::

34. :
Still looking for right services
and customer needs
::

35. :
Content strategy
::

36. :
The quality of attention and intention
::

37. :
Wishing
::

38. :
Empathy
::

39. :
Reality
::

40. :
Empathy
::

41. :
To Bot or not to Bot
::

42. Formidabile com’era
R2-D2 in "Una nuova
speranza": dobbiamo
tutti ricordarci che ci
fosse un essere
umano all’interno di
quel bot
(the guardian: http://bit.ly/r2d2guardian )

43. Potremmo entrare in
empatia con l’ utente?
Come?
(escalation?!)

44. Non siamo i soli a farci
qualche domanda:
Human or Bot?
That’s HUGE
question!
#ConvComp2016 w/
@creepsound

45. Human or Bot?
Come mescoliamo umani ed automi
evitando la creazione di gerarchie?
Ancor meglio facendo si che la
situazione lavorativa migliori?
http://bit.ly/human-or-bot
Human or Bot?
That’s HUGE
question!
#ConvComp2016 w/
@creepsound

46. The shortest time between a
customer question and the
answer will be a bot. It’s not
human vs. bot, it’s human to the
bot powered.
http://bit.ly/human-bot-powered
It’s human to the
bot powered

47. It's not completely weird
"It's not completely weird for people 35 or
younger to interact with machines,"
Brian Solis, the principal analyst at Altimeter
http://bit.ly/not-weird
Chatbots are to you and me and today's culture,
what call centers are to our parents' culture," Yory
Wursmer, eMarketer analyst

48. It took 10 years for the web to
reach 1 billion daily users
It took 10 years for the web to reach 1 billion daily
users; it took three years for messaging. Just a
little while ago no one was talking about bots, but
nowadays there is hardly any serious organization
out there without a bot project.
http://bit.ly/bot-infancy
it took 3 years
for messaging

49. I wonder if we’ll have qualitative
usability studies where both the
participants and the moderator
will themselves be AI entities
http://bit.ly/ai-bot-ux-research
Usability studies
between AI
entities?

50. Human agents need to become
even more empathetic
Bots can certainly help answer simple questions
more efficiently,
http://bit.ly/human-agent-empathy
but that means human agents need to become
even more empathetic.

51. Where does technology exploit
our minds’ weaknesses?
http://bit.ly/bot-hijacks-mind
“The more choices technology gives us in nearly
every domain of our lives (information, events,
places to go, friends, dating, jobs) — the more we
assume that our phone is always the most
empowering and useful menu to pick from. Is it?”

52. “Bots don’t get tired or irritable.
In fact the greater the volume in
the call centre, the better they
perform.”
http://bit.ly/bot-changing-human
s
Changing human
behaviour
one bot at a time

53. “Are you real?”
http://bit.ly/are-you-real

54. “How do you feel?”
https://youtu.be/-Jdk83GvM34?t=1m44s

55. Allow both structured and
unstructured information
Bots will engage with consumers in new ways that
combine the strengths of humans and machines to
allow both structured and unstructured
information to be exchanged naturally and
efficiently.
http://bit.ly/for-human-bot-communication

56. http://bit.ly/conversation-agents
Bots will offer a personalised
experience in a way that social
media cannot.
Bots will replace
humans as
conversational
agents

57. Bots deal with inquiries from
citizens
Australian government will be among the first in
the world to deploy artificial intelligence "bots" to
deal with inquiries from citizens.
http://bit.ly/autralian-government

58. Tangible role for brands in their
relationships with consumers
A personal touch like this in an impersonal user
interface can give the illusion of companionship
and therefore create more of a dependable and
tangible role for brands in their relationships with
consumers.
http://bit.ly/bot-tangible-role

59. http://bit.ly/bots-vs-humans
Bots and humans
are good at
different things

60. Do I even need to build a bot at
all?
http://bit.ly/i-need-to-build-a-bot

61. Cross-references response bot
analytics with Facebook data
It also cross-references response bot analytics
with Facebook user data to determine how well a
message performs with specific audiences
http://bit.ly/cross-reference

62. Human interaction is, and has
always been, vital to a
high-quality customer
experience.
http://bit.ly/human-role-in-a-bot
-future
Human
interaction
is vital to
customer
experience

63. Grazie all'interazione
con i Bot
per poi passare
all'umanità in
fase di
consideration
Le persone
vengono messe
in grado di fare
domande più
elementari
efficienza e
immediatezza
fanno percepire il
proprio tempo
valorizzato
(domande domande domande)

64. Alla fine l'awareness
è quando non sai
ancora che
domanda fare

65. Quando due esseri umani
interagiscono possono
permettersi la libertà?

66. Se fra loro c'è una forma
pensiero che sospende il
giudizio!

67. E se l’uso del Bot fosse un escamotage
Un modo per evitare
di lavorare sulla
costruzione di un
campo umano
scevro dal giudizio?

68. Parliamone!
debate debate debate
(grazie!)
Adriana Dell’Arte
adellarte@gmail.com
+39 340 240 3239
& Adriano Urso
ajaneu@gmail.com
+39 333 927 8493