Bots: from dream to reality

STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
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Bots role in consumer engagement:
‘The dream’
and ‘the reality’

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There is still a long way to go
Bots version 0.1

3
Where are we?
The hype cycle

4
Let’s face it:
Source: Alex Godin

5
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

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But they are full of potential

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What is their ‘big promise’?
Interactions
More personal
Interactions “feel” more human
Use data to provide personalization and context
More effective
Automation of human tasks that take too long
Quick, simple to use, cost savings
More intelligent
Use of AI technologies lead to smarter interactions

8
In short:
Creating magic moments
“zero friction for the consumer to get what he
or she wants immediately in context ” -
Forrester

9
But most importantly, they are familiar

10
Characteristics of good bots
Simple to use Very few clicks
Saves time
Uses AI to
improve
Context!

11
Evolution
Source: Future of chatbots, Jan Rezab

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Conversational commerce bots

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Content bots
New York Times’ Blossom bot:
Identifies stories that are about
to go viral
(Slack)

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“Zero Friction” magic moment bots

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Keep it Simple and Short!
Source: http://www.slideshare.net/alexgodin/22-bot-rules-63138588

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As simple as possible:
Order a pizza with one word or emoji
(After a short setup/registration…)

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A bot walks into a bank…

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https://botlist.co/

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Just ask Alexa

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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

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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

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So what should we do now?
Look at bots are enablers/tools
To help consumers
Get Stuff Done

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Remember the Goal:
Experiment
Educate consumers to use them
Learn

Bots: from dream to reality

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