bots: from dream to reality

STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph

1STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph

Bots role in consumer engagement:

‘The dream’

and ‘the reality’



There is still a long way to go

Bots version 0.1



Where are we?

The hype cycle



Let’s face it:

Source: Alex Godin



The issues with bots today

UI: not sexy enough

Need to learn the right

keyword for each bot

AI is still a bottleneck

NLP is not there yet

Hebrew!

UX: frustration

with “dumb” bots

Channel confusion

Consumers are

confused which channel

to use and when



But they are full of potential



What is their ‘big promise’?

Interactions

More personalInteractions “feel” more human

Use data to provide personalization and context

More effectiveAutomation of human tasks that take too long

Quick, simple to use, cost savings

More intelligentUse of AI technologies lead to smarter interactions



In short:

Creating magic moments

“zero friction for the consumer to get what he or she wants immediately in context ” -

Forrester



But most importantly, they are familiar



Characteristics of good bots

Simple to use Very few clicks

Saves timeUses AI to

improve

Context!



Evolution

Source: Future of chatbots, Jan Rezab

http://www.slideshare.net/jan.rezab/why-social-media-chat-bots-are-the-future-of-communication-deck



Conversational commerce bots



Content bots

New York Times’ Blossom bot:

Identifies stories that are about

to go viral

(Slack)



“Zero Friction” magic moment bots



Keep it Simple and Short!

Source: http://www.slideshare.net/alexgodin/22-bot-rules-63138588



As simple as possible:

Order a pizza with one word or emoji

(After a short setup/registration…)



A bot walks into a bank…



https://botlist.co/



Just ask Alexa



Rules for smart bots

They live in a tool we already know (Platform!)

They are contextual (Data, data, data)

They are very useful – save time, add value, simplifies tasks They structure things people are already doing

They are pre-curated to avoid decisions

They are closed-ended

They are clear about their limitations (it can’t answer anything)

They include “magic moment” / zero-friction



So are bots the future of customer engagement?

Bots are not THE future of customer

engagement

But they will definitely be a part of it



So what should we do now?

Look at bots are enablers/tools

To help consumers

Get Stuff Done



Remember the Goal:

Experiment

Educate consumers to use themLearn

bots: from dream to reality

Technology