SlideShare a Scribd company logo
Can I book a room tonight?
Hi James. We have a room available
tonight - room rate $219+tax.
Hyatt Regency Hotel
San Francisco
FUTURE
OF CHAT
BOTS
TechCrunch says bots could be
more important than the App Store
SOCIAL
2016 - THE YEAR OF BOTS
MANY MAJOR MESSENGERS LAUNCH BOTS
May 2016
SKYPE
600M Users
Web bots only
March 2016
KIK
200M Users
June 2015
TELEGRAM
100M Users
April 2016
FACEBOOK
MESSENGER
900M Users
PC SMARTPHONES MESSAGING
WEBSITES APPS BOTS
“APP FATIGUE”
DIFFICULT TO GET USER’S ATTENTION
65% OF USERS DOWNLOAD NO NEW APPS
4 Largest
Social Networks
4.1 BILLION USERS
around the world are on
Instant Messaging apps
Sources: BI Intelligence, Jan. 2016 and Statista, April 2016
MESSENGERS SURPASSED SOCIAL
4 Largest
Social Messaging Apps
Telegram and KIK both have bot stores
Facebook is at the very beginning - it is a “BETA” of bots and needs to evolve
Bots really are just newly hatched…
Facebook
Messenger
Telegram
LAUNCHED BOTS April 2016 March 2016 June 2015
OWN BOT STORE just links since 2016 since 2015
INPUT
Galleries selection
(3 options)
Keyboard + Links
(many options)
Keyboard + Links
(many options)
GROUP CHAT
OWN IDENTIFICATION Own Kik.js
BILLING Partner
WhatsApp is the world’s #1
messenger with 1 Billion
users and it doesn’t even
have messaging bots yet.
But even WhatsApp has
declared already (Jan ’16)
that they will include
business/brand
communication options
sooner than later.
KLM
Sephora
AliExpress
CNN
GOOD EXAMPLES
OF WORKING BOTS SO FAR
All of them still need major improvement
in terms of UX / MX (Messaging Experience) / BMX (Bot Messaging Experience)
Skyscannner
TechCrunch
NBA
EVOLUTION OF BOTS
MOVING FORWARD
2016
Bot
Compatibility
On all
Platforms
2 – 5 Years from Now
Majority of daily
mobile tasks
become bot-
assisted
2015
Bots Launch
In First Social
Platforms
Next 18 Months
▪ Users learn to adopt
and use bots
▪ Companies continue
to develop bots
BIGGEST TOPIC: eCommerce
KIK
MESSENGER
FACEBOOK
MESSENGER
WECHAT
/ WEIXIN
LINE WHATSAPP
OWNER
Ted Livingston, Union
Square Ventures,
RRE, Spark Capital,
Tencent
Facebook
Tencent Naver Corporation Facebook
ACTIVE
USERS
80 Million 800 Million 650 Million 215 Million 1 Billion
USE OF BOTS AND AI
80 promoted chat
bots
Testing M, an
assistant that carries
out tasks
Huge list of retail
partners
Reportedly working
on a digital butler
None
CAN YOU
HAIL A CAB?
DEMOGRAPHIC
North American
Teens
North American
Teens
Asian, mostly
Chinese,
25-34 years old
Asia-Pacific & Middle
East,
16-44 years old
Latin America, Middle
East, Asia, 16-54
years old
BIGGEST TOPIC: eCommerce
eCommerce is by far the best bot
use-case, ranging from ordering
food, flowers, shoes, fashion,
accessories, flights, hotels, and all
other services.
The rise of bots will be fueled
largely by services & commerce.
CHAT BOTS MEET ASSISTANTS
CHAT BOTS
&
CHAT BOT
PLATFORMS
PERSONAL
ASSISTANTS
Siri, Google
Assistant,
Microsoft Cortana
HARDWARE
PLATFORM
Mobile & Desktop,
Amazon Echo, …
CENTRAL,
PLATFORM,
OPEN
ARTIFICIAL
INTELLIGENCE
AKA “BOT NET”
THE FUTURE OF BOTS IS IN AI
THE BASIC
Keywords & Commands
THE SIMPLE
Support decision making
THE PERSONAL
Personalisation and NLP
THE COMPLEX
Turing Test
1
2
3
4
NARROW AI
GENERAL AI
A relatively new and very competitive playfield for both companies.
What about Apple?
GOOGLE vs. FACEBOOK
GOOGLE’S FUNDAMENTAL
ASSETS
Android, Google Search,
Google Chat App Allo, Google Now.
Google could easily use Android to
make its functionality more deeply
native and build a bot platform over
that.
FACEBOOK’S
FUNDAMENTAL ASSETS
WhatsApp, Messenger,
and its Bot Store
Facebook could use the platform
element to empower other
developers and brands to win.
BOTS
Standalone conversation-machines,
pushing boarding passes, status
updates and other automated
messages. No humans involved.
ARTIFICIAL
INTELLIGENCE
Beyond bots. Using smart
data to always learn and
improve. Support agents with
suggested answers, use data
collected on the customer to
give
a personal, fast and correct
answer.
KLM BOT FOR FACEBOOK MESSENGER
Used more than 115.000 times in the first month!
BOOKING CHECK-IN BOARDING PASS
SOCIAL
FIGHT AT THE TOP LEVEL
Mark Zuckerberg announces building
his own “J.A.R.V.I.S“
Facebook announced
10 000+ PLATFORM DEVELOPERS
ARE WORKING ON BOTS
IT’S ONLY THE BEGINNING
Very few bots are up and running, and the ones that are, are not
exactly brilliant. We need a quick evolution of smart bots that are able
to carry out more elaborate operations in fewer steps.
Facebook’s approach to
building a semi-open
platform
vs.
Google’s closed
“Google NOW” ecosystem
WALLED GARDEN?
The question is which of them will turn out to be best?
WORKING ON YOUR
OWN BOT?
BOT OPPORTUNITIES:
LIMITLESS
COMMUNITY SOFTWARE
ENTERTAINMENT
ECOMMERCE
INTERNET
OF THINGS
SOFTWARE
ENTERTAINMENT
ECOMMERCE
INTERNET
OF THINGS
COMMUNITY
Bots are becoming
the #1 thing in digital business
We will build a bot net
which will help a majority of daily mobile tasks become bot-
assisted
For more insights follow
janrezab
on the these channels:
BUILD YOUR OWN BOTS!
Subscribe to Social Media
Minute Channel on YouTube,
every Monday morning

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Why Social Media Chat Bots Are the Future of Communication - Deck

  • 1. Can I book a room tonight? Hi James. We have a room available tonight - room rate $219+tax. Hyatt Regency Hotel San Francisco FUTURE OF CHAT BOTS
  • 2. TechCrunch says bots could be more important than the App Store SOCIAL
  • 3. 2016 - THE YEAR OF BOTS MANY MAJOR MESSENGERS LAUNCH BOTS May 2016 SKYPE 600M Users Web bots only March 2016 KIK 200M Users June 2015 TELEGRAM 100M Users April 2016 FACEBOOK MESSENGER 900M Users
  • 4. PC SMARTPHONES MESSAGING WEBSITES APPS BOTS “APP FATIGUE” DIFFICULT TO GET USER’S ATTENTION 65% OF USERS DOWNLOAD NO NEW APPS
  • 5. 4 Largest Social Networks 4.1 BILLION USERS around the world are on Instant Messaging apps Sources: BI Intelligence, Jan. 2016 and Statista, April 2016 MESSENGERS SURPASSED SOCIAL 4 Largest Social Messaging Apps
  • 6. Telegram and KIK both have bot stores
  • 7. Facebook is at the very beginning - it is a “BETA” of bots and needs to evolve Bots really are just newly hatched… Facebook Messenger Telegram LAUNCHED BOTS April 2016 March 2016 June 2015 OWN BOT STORE just links since 2016 since 2015 INPUT Galleries selection (3 options) Keyboard + Links (many options) Keyboard + Links (many options) GROUP CHAT OWN IDENTIFICATION Own Kik.js BILLING Partner
  • 8. WhatsApp is the world’s #1 messenger with 1 Billion users and it doesn’t even have messaging bots yet. But even WhatsApp has declared already (Jan ’16) that they will include business/brand communication options sooner than later.
  • 9. KLM Sephora AliExpress CNN GOOD EXAMPLES OF WORKING BOTS SO FAR All of them still need major improvement in terms of UX / MX (Messaging Experience) / BMX (Bot Messaging Experience) Skyscannner TechCrunch NBA
  • 10. EVOLUTION OF BOTS MOVING FORWARD 2016 Bot Compatibility On all Platforms 2 – 5 Years from Now Majority of daily mobile tasks become bot- assisted 2015 Bots Launch In First Social Platforms Next 18 Months ▪ Users learn to adopt and use bots ▪ Companies continue to develop bots
  • 11. BIGGEST TOPIC: eCommerce KIK MESSENGER FACEBOOK MESSENGER WECHAT / WEIXIN LINE WHATSAPP OWNER Ted Livingston, Union Square Ventures, RRE, Spark Capital, Tencent Facebook Tencent Naver Corporation Facebook ACTIVE USERS 80 Million 800 Million 650 Million 215 Million 1 Billion USE OF BOTS AND AI 80 promoted chat bots Testing M, an assistant that carries out tasks Huge list of retail partners Reportedly working on a digital butler None CAN YOU HAIL A CAB? DEMOGRAPHIC North American Teens North American Teens Asian, mostly Chinese, 25-34 years old Asia-Pacific & Middle East, 16-44 years old Latin America, Middle East, Asia, 16-54 years old
  • 12. BIGGEST TOPIC: eCommerce eCommerce is by far the best bot use-case, ranging from ordering food, flowers, shoes, fashion, accessories, flights, hotels, and all other services. The rise of bots will be fueled largely by services & commerce.
  • 13. CHAT BOTS MEET ASSISTANTS CHAT BOTS & CHAT BOT PLATFORMS PERSONAL ASSISTANTS Siri, Google Assistant, Microsoft Cortana HARDWARE PLATFORM Mobile & Desktop, Amazon Echo, … CENTRAL, PLATFORM, OPEN ARTIFICIAL INTELLIGENCE AKA “BOT NET”
  • 14. THE FUTURE OF BOTS IS IN AI THE BASIC Keywords & Commands THE SIMPLE Support decision making THE PERSONAL Personalisation and NLP THE COMPLEX Turing Test 1 2 3 4 NARROW AI GENERAL AI
  • 15. A relatively new and very competitive playfield for both companies. What about Apple? GOOGLE vs. FACEBOOK GOOGLE’S FUNDAMENTAL ASSETS Android, Google Search, Google Chat App Allo, Google Now. Google could easily use Android to make its functionality more deeply native and build a bot platform over that. FACEBOOK’S FUNDAMENTAL ASSETS WhatsApp, Messenger, and its Bot Store Facebook could use the platform element to empower other developers and brands to win.
  • 16. BOTS Standalone conversation-machines, pushing boarding passes, status updates and other automated messages. No humans involved. ARTIFICIAL INTELLIGENCE Beyond bots. Using smart data to always learn and improve. Support agents with suggested answers, use data collected on the customer to give a personal, fast and correct answer.
  • 17. KLM BOT FOR FACEBOOK MESSENGER Used more than 115.000 times in the first month! BOOKING CHECK-IN BOARDING PASS
  • 18. SOCIAL FIGHT AT THE TOP LEVEL Mark Zuckerberg announces building his own “J.A.R.V.I.S“
  • 19. Facebook announced 10 000+ PLATFORM DEVELOPERS ARE WORKING ON BOTS
  • 20. IT’S ONLY THE BEGINNING Very few bots are up and running, and the ones that are, are not exactly brilliant. We need a quick evolution of smart bots that are able to carry out more elaborate operations in fewer steps.
  • 21. Facebook’s approach to building a semi-open platform vs. Google’s closed “Google NOW” ecosystem WALLED GARDEN? The question is which of them will turn out to be best?
  • 25. Bots are becoming the #1 thing in digital business We will build a bot net which will help a majority of daily mobile tasks become bot- assisted
  • 26. For more insights follow janrezab on the these channels: BUILD YOUR OWN BOTS! Subscribe to Social Media Minute Channel on YouTube, every Monday morning