In this talk I addressed 2 key topics. 1) Why now is the time to engage in conversational assistants (chatbots and voice bots) and 2) How to start including some examples and key benefits. This presentation was delivered to the Healthcare Communications Association at The Wellcome Trust in November 2018

1. Say It Now is a specialist technology company that
helps brands take advantage of opportunities
created by customers shifting to conversational
channels
1

2. Roche Press Release - Monday 26th Nov 2018
1,056 16-24 year olds between 3rd and 14th August 2018.

3. Bots 101
3
Chatbots Voice bots

4. 4@charlescadbury
Gartner Hype Cycle 2016
Natural Language
Question
Answering

5. 5@charlescadbury
2019 - 3.9 Billion Messaging Users
Messaging
tipping point
>50% global
population
(2019 - 7.79bn)

6. 6@charlescadbury

7. 7
‘Billion user
club’ driving
immediacy
culture
@charlescadbury

8. 8
Your assistant
Always With You
@charlescadbury

9. Long Range Threats, brand disintermediation
@charlescadbury

10. Much opportunity
Where to begin?
10@charlescadbury

11. The Marketplace of Marketplaces
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Why bots?
No Download
required
1.3BN user base on Facebook
Messenger
Messages read within
a minute
It’s instant messenger
99% Read rate
What inbound messages do you
not read?
Personal experience
A channel that responds directly
to the questions posed
Voice In Home
An increasingly expected place
to start a conversation

12. 12@charlescadbury
Have used a
chatbot:
2016: 11%
2018: 36%

13. The Future of Conversational Channels
3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

14. The Future of Conversational Channels
3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

15. The Future of Conversational Channels
3 steps to increased conversions
1. Trust
Your customers need to trust that they can ask questions on any channel
and immediately get back the correct results. This builds trust in the
channel.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury

16. Well defined design principles
Closed v. Open Paths
16@charlescadbury
e.g.

17. 17
Click
Scan
Click
@charlescadbury
Chat to us

18. Mindscape
Case Study
18@charlescadbury
The questions that led to Mindscape being created - from use case to concept
● How could technology be used to help?
● Specifically, could voice step in to offer front line support when human interaction
is either impossible or unwanted?
● How can we help people feel heard in their loneliest moments?
● What therapeutic benefits could be delivered by technology in the absence of
medical practitioners?

19. 19@charlescadbury

20. 20@charlescadbury

21. Channel Opportunities
Crafting conversations that lead to an action
1. Experience
Asynchronous nature of chatbots allow tasks to be completed at the
cadence of the customer
2. Engagement
A more personal channel increases engagement and chances of customer
completing their task
3. Data
The ability to monitor exact phrases delivers an opportunity to feed that
insight directly back into product and service mix
4. Channels
If your customers are embracing new channels, you have to find a way to
communicate effectively there
@charlescadbury

22. What questions do you have?
charlie@sayitnow.ai
www.sayitnow.ai

23. Building Conversational Interfaces
Start, Then Improve
23@charlescadbury