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What I learnt from building a chatbot - BrightonSEO 2017
- 1. Emilie Reynaud Ringier AG Some like it bot What I learnt from building a chatbot & how to launch yours @EmReynaud http://www.slideshare.net/emiliereynaud1
- 7. @EmReynaud #brightonSEO #somelikeitbot Talk to support
- 8. DID IT WORK?? @EmReynaud #brightonSEO #somelikeitbot
- 9. up to 300 despite conversations/day @EmReynaud #brightonSEO #somelikeitbot LOWERED ANSWERING TIMES
- 10. POSITIVE USER FEEDBACK @EmReynaud #brightonSEO #somelikeitbot
- 11. 17% lead rate for sessions* 25% alerts subscription rate** *lead rate: % of sessions resulting in a “lead” event **alert subscription rate: % of conversations that resulted in the user subscribing to at least 1 alert @EmReynaud #brightonSEO #somelikeitbot HIGH CONVERSION RATES
- 12. Chatbots will power 85%of all customer service interactions by the year 2020 @EmReynaud #brightonSEO #somelikeitbotSource: Business Insider
- 13. Google Trends: how to build a chatbot Source: Google Trends
- 14. 1965 1983 2016 Command Line Interface (CLI) Graphical User Interface (GUI) Conversational User Interface (CUI) THE EVOLUTION in user interfaces Source: YourStory, Medium @EmReynaud #brightonSEO #somelikeitbot
- 15. @EmReynaud #brightonSEO #somelikeitbotSource: Visual Capitalist
- 16. @EmReynaud #brightonSEO #somelikeitbot BIGGEST CHALLENGES/BARRIERS TO CHOOSING & IMPLEMENTING AI Source: Infosys 2017
- 19. Research & plan 1 Building the flows 2 Preparing the launch 3 Training the bot 4
- 20. HOW TO LAUNCH YOUR CHATBOT @EmReynaud #brightonSEO #somelikeitbot
- 21. PHASE 1 RESEARCH & PLAN @EmReynaud #brightonSEO #somelikeitbot
- 22. WHAT DO YOUR USERS NEED? @EmReynaud #brightonSEO #somelikeitbot !
- 24. @EmReynaud #brightonSEO #somelikeitbot Help me find a job Help me post a job FAQ Others 92% 2% 5% 1%
- 25. COORDINATE YOUR RESOURCES @EmReynaud #brightonSEO #somelikeitbot !
- 27. Designing the conversation flows Code the backend & webhooks Integrate the conversation flows Prepare the launch Supervise the campaign + Report on performance + Bot training Bugs fixes + Bot training IT Mkting Biz Defining the use case, platform & brand Bot training + Handover Support implementation BUILD MAINTAIN Customer Service to work alongside the bot Test the bot RESEARC TEST TLTR! AVAILABLE ON SLIDESHARE ;)
- 28. CHAT APP BOT BUILDING PLATFORM @EmReynaud #brightonSEO #somelikeitbot
- 29. CHAT APP BOT BUILDING PLATFORM @EmReynaud #brightonSEO #somelikeitbot
- 31. CHAT APP BOT BUILDING PLATFORM @EmReynaud #brightonSEO #somelikeitbot
- 33. WHAT ARE YOUR CODING CAPABILITIES @EmReynaud #brightonSEO #somelikeitbot
- 34. WHAT SHOULD YOUR BOT DO@EmReynaud #brightonSEO #somelikeitbot
- 35. Chatbot platforms: a comparative table by Olga Davydova @EmReynaud #brightonSEO #somelikeitbot
- 36. CAN YOU AFFORD IT? @EmReynaud #brightonSEO #somelikeitbot !
- 38. @EmReynaud #brightonSEO #somelikeitbot PHASE 2 BUILDING THE FLOW(S)
- 39. @EmReynaud #brightonSEO #somelikeitbot GET INSPIRED
- 40. Discover tab Directories @EmReynaud #brightonSEO #somelikeitbot GET INSPIRED
- 41. FOLLOW BEST PRACTICES @EmReynaud #brightonSEO #somelikeitbot !
- 42. Onboard users @EmReynaud #brightonSEO #somelikeitbot
- 43. Offer fallbacks @EmReynaud #brightonSEO #somelikeitbot
- 44. Build for retention @EmReynaud #brightonSEO #somelikeitbot
- 45. Keep humans at hand @EmReynaud #brightonSEO #somelikeitbot
- 46. ITERATE WHEN BUILDING @EmReynaud #brightonSEO #somelikeitbot !
- 47. 47 MODEL GET FEEDBACK MODEL FINAL VERSION 1 2 3 @EmReynaud #brightonSEO #somelikeitbot
- 48. @EmReynaud #brightonSEO #somelikeitbot PHASE 3 PREPARE FOR LAUNCH
- 49. YOU’RE GOING TO NEED SOME CHANGE MANAGEMENT @EmReynaud #brightonSEO #somelikeitbot !
- 51. “Is there a plan to replace us with bots?” -our CRM lead @EmReynaud #brightonSEO #somelikeitbot
- 52. “The bot should bring us as many sessions as the app” - Top Management @EmReynaud #brightonSEO #somelikeitbot
- 53. Was social ever about sessions?
- 54. DO ALL YOUR LAUNCH THINGS @EmReynaud #brightonSEO #somelikeitbot !
- 55. GET YOUR MIX READY @EmReynaud #brightonSEO #somelikeitbot
- 57. @EmReynaud #brightonSEO #somelikeitbot IMPLEMENT TRACKING
- 58. TEST TEST TEST! @EmReynaud #brightonSEO #somelikeitbot !
- 59. LAUNCH
- 60. How you expect your bot to be on its first day @EmReynaud #brightonSEO #somelikeitbot
- 61. How your bot actually does on its first day @EmReynaud #brightonSEO #somelikeitbot
- 67. @EmReynaud #brightonSEO #somelikeitbot PHASE 4 TRAIN & IMPROVE
- 69. TRAIN YOUR BOT! @EmReynaud #brightonSEO #somelikeitbot
- 70. TRAIN YOUR BOT! @EmReynaud #brightonSEO #somelikeitbot
- 71. TRAIN YOUR BOT! @EmReynaud #brightonSEO #somelikeitbot
- 72. SUCCESS RATE (the bot gave the right information) 72% 85% 62% 20 May 06 Jun 17 Jul @EmReynaud #brightonSEO #somelikeitbot
- 73. START WITH YOUR USER’S NEEDS COORDINATE YOUR RESOURCES RESEARCH THE TECH CAN YOU AFFORD A CHATBOT? 1. RESEARCHING & PLANNING
- 74. GET INSPIRED BY THE GOOD BOTS FOLLOW BEST PRACTICES ITERATE & GET FEEDBACK 2. BUILDING THE FLOWS RECAP
- 75. INTRODUCE PROCESSES EDUCATE STAKEHOLDERS GET YOUR MIX READY IMPLEMENT TRACKING TEST TEST TEST 3. PREPARE FOR LAUNCH RECAP
- 76. EXPECT SOME SETBACKS FACILITATE BUG REPORTING DO TRAIN YOUR BOT 4. TRAIN YOUR BOT RECAP
- 77. SO IS IT WORTH IT? @EmReynaud #brightonSEO #somelikeitbot !
- 78. Vanity metrics @EmReynaud #brightonSEO #somelikeitbot
- 81. 1% of traffic @EmReynaud #brightonSEO #somelikeitbot
- 82. Faster customer service @EmReynaud #brightonSEO #somelikeitbot
- 83. Faster customer service @EmReynaud #brightonSEO #somelikeitbot High potential for conversions
- 84. Faster customer service @EmReynaud #brightonSEO #somelikeitbot High potential for conversions Delight users
- 85. Faster customer service @EmReynaud #brightonSEO #somelikeitbot High potential for conversions Delight users Position yourself as an innovative leader
- 86. Faster customer service @EmReynaud #brightonSEO #somelikeitbot High potential for conversions Delight users Position yourself as an innovative leader Build AI competency
- 87. Chatbots are young, but they are the tip of the iceberg @EmReynaud #brightonSEO #somelikeitbot
- 89. Echo Home HomePod Mi AI@EmReynaud #brightonSEO #somelikeitbot
- 90. Companies with an understanding of NLP & AI-powered project will have a competitive advantage
- 91. Are you ready for the Natural Language era? @EmReynaud #brightonSEO #somelikeitbot
- 92. THANK YOU @EmReynaud #brightonSEO #somelikeitbot
Editor's Notes
- Sometimes your career takes you places you never thought. You do a standard business school and a few years later, end up building a chatbot for a jobs platform in Africa. Pretty random right?
- Like jobteaser
- Increase compared to the website
- According to Gartner 85% of all customer service interactions will be powered by chatbots
- Interest about building a chatbot is increasing, And 80% of businesses want chatbots by 2020
- https://yourstory.com/2016/12/2017-year-conversational-user-interface/ In order to illustrate the importance of this change, think that the latest comparable change in interface is the change from typing command lines - basically coding as you go - to Lisa, Apple’s first B2C computer, with the graphical, visual interface we are still using today.
- Split screening the colors
- The easiness of implementing the bot vs the capacity to handle complexity
- Educate business stakeholders is key Explain the technology, get buy in for resources, manage expectations If pulling from your website: make sure you can face the demand if the bot takes off If possible, soft launch the bot (or launch in a smaller market) in order to pre-train the bot. The results of the AI are likely to be very bad in the beginning and will get better with training.
- Educate business stakeholders is key Explain the technology, get buy in for resources, manage expectations If pulling from your website: make sure you can face the demand if the bot takes off If possible, soft launch the bot (or launch in a smaller market) in order to pre-train the bot. The results of the AI are likely to be very bad in the beginning and will get better with training.
- Educate business stakeholders is key Explain the technology, get buy in for resources, manage expectations If pulling from your website: make sure you can face the demand if the bot takes off If possible, soft launch the bot (or launch in a smaller market) in order to pre-train the bot. The results of the AI are likely to be very bad in the beginning and will get better with training. 72% of people prefer a slower response from a human when there is a complaint
- RESEARCH possible functionalities, user preferences in site usage & Messenger queries MODEL the flows in a physical form GET FEEDBACK From… UX, Marketing, CRM,Alpha users MODEL FINAL VERSION in draw.io
- Educate business stakeholders is key Explain the technology, get buy in for resources, manage expectations
- Educate business stakeholders is key Explain the technology, get buy in for resources, manage expectations Talk about objectives
- Not about session – like social, it’s for brands, conversion, user experience, and staying relevant
- The more you troubleshoot before the official launch, the better your bot will be when you actually communicate about it
- = bot providing the right info to users
- That was a lot of information, let’s do a quick recap
- Future proofing
- Future proofing
- Future proofing
- Future proofing
- Future proofing
- The 4 giants have already launched their personal assistants in the form of Siri for Apple, Cortana for Windows, OK Google for Google and M for Messenger.
- http://www.csmonitor.com/Business/Saving-Money/2017/0125/Google-Home-vs.-Amazon-s-Alexa-A-side-by-side-comparison
- http://adage.com/article/digitalnext/marketing-machine-brands-thrive-age-ai/306540/ http://adage.com/article/digitalnext/marketing-machine-brands-thrive-age-ai/306540/
- Companies who understand the technology will have the possibility to stay ahead of the curve, and maybe build competitive advantage. The technology is not perfect yet, but good enough to improve on some of your KPIs, and there are tricks and hacks in order to make the conversation of your bot more humane, which is what Jonathan is going to talk to you about. The question is…
- What we need now is to make the best out of the experience and learn how to make the conversation more humane to the user, which is what Jonathan is now going to speak to you about