Delivered as a keynote to an annual chabot conference in Utrecht.

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What’s New In
Chatbots
2019

2. M e r c h a n t s C E O
D a t a p o i n t S t r a t e g y D i r e c t o r
B r a i n f o o d I n n o v a t o r
L i fe t i m e A c h i e v e m e nt Aw a r d s
E C C S A & U K C C F
Hello!martin@brainfoodconsulting.com

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Big Picture
View

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The Context

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Global Uptake

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Typical Business Case

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News chatter
about chatbots is
declining.
Beyond Hype

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On earnings
calls, execs have
already moved on
from chatbots.
Beyond Hype

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Patent activity about
chatbots has
held steady. IBM
leads the pack in chatbot
patents, followed by
Microsoft and Kik
Interactive.
Size Matters

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Funding to chatbots
has mostly been
relegated to early-
stage companies
(seed/angel & Series
A), with few
breaking out despite
many receiving
initial funding.
Size Matters

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Chatbots

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Integrated into Slack or Workplace by Facebook
Voice Of Employee Feedback

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“If messaging tools can be used to get answers from
friends, we should be able to get answers from
virtual experts embedded with knowledge from
enterprise documents Alan Young, the CEO of exClone
Cloning Experts

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JAMES delivers better, individualised customer experiences,
stronger growth and unprecedented levels of operational
efficiency through machine learning
• More relevant for customers - right content, right time, right
channel means higher engagement
• Continually learning and optimising using machine learning at
an individual level - saving time and being better
JAMES, TNL’s Digital Concierge

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A chatbot developed by Slovaks helps
u n cover fake n ews on Faceb ook
More than half of people in
Slovakia believe in
conspiracy theoriesH o w i t w o r k s
1. User provide news link
2. Checkbot checks Konšpirátori.sk - blacklist of websites
spreading conspiracy theories and fake news
3. Vocabulary and image analysis of ‘shitposting’ section in
news stories
4. Proactive messaging of fake news when massively shared
on Facebook
Fake News

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• Tap, talk, text
• 6 million users
• 35 million requests
• New proactive notification
• Recurring charges suddenly increase
• Eligible for Preferred Rewards
• Alerts on upcoming bills
Proactive Financial Management

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General Health

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Mental Health
Woebot exchanges between 1-2 million messages a
week with users, ranging from divorcées to the
bereaved to young men
Created by leading experts in clinical psychology

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Ojo matches customer criteria for a new
home against scans millions of photos
and a recently acquired database of 100
million property records in the U.S. and
Canada.
Real Estate
Attempting to control the home buying market in US
and Canada

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• Access policy details
• Pay their policy premium via debit /credit card.
• Book appointment with advisor for customized plan
Insurance

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Lost Luggage
Aeromexico’s AI-powered chatbot,
Aerobot, will now be able to help
passengers locate their luggage via SITA
WorldTracer baggage tracing and
matching system

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• Chatbot on the UN’s Facebook page suggests everyday
actions to preserve the environment
• Participants share their results
• The collective actions will be presented during the
United Nations Secretary-General’s Climate Summit in
New York in September 2019
Activism

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Voicebots

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Digital Voice

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Digital Voice

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Voicebot Growth

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Voicebot Priorities

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“The customer can now not only
receive advice from Alexa, but
can also simultaneously conclude
an insurance within only a few
seconds. We are starting with our
foreign travel health insurance,
continue with our liability
insurance and will be gradually
adding Health insurances and
Property insurances.”
Insurance

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The voice of Q was developed by a team of researchers, sound designers and linguists in conjunction with the organizers
of Copenhagen Pride week, technology leaders in an initiative called Equal AI and others
Voicebot Innovation
h t t p s : / / w w w . g e n d e r l e s s v o i c e . c o m /

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Digital Humans

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36. W h a t ’ s N e w I N C h a t b o t s 2 0 1 9S k i l l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
Onwards & Upwards!