what’s new in chatbots 2019
TRANSCRIPT
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What’s New In Chatbots
2019
M e r c h a n t s C E OD a t a p o i n t S t r a t e g y D i r e c t o rB r a i n f o o d I n n o v a t o r
L i f e t i m e A c h i e v e m e n t A w a r d s E C C S A & U K C C F
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Big PictureView
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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 c h a t b o t d e v e l o p e d b y S l o v a k s h e l p s u n c o v e r f a k e n e w s o n F a c e b o o k
More than half of people in Slovakia believe in conspiracy theories
H 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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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!