This document discusses the rise of conversational interfaces and chatbots. It notes that chatbots are becoming an integral part of our lives, living inside messaging apps on phones, homes, cars, and everywhere. The document predicts that by 2020, customers will manage 85% of their relationships with enterprises through chatbots and virtual assistants without human interaction. It outlines how chatbots can benefit businesses by simplifying tasks like online booking, reducing customer support costs, and increasing revenue and savings. The takeaway is that chatbots may be useful for businesses to answer customer questions, provide services, and drive efficiencies.

1. HI, WELCOME TO THE WORLD OF
CONVERSATIONAL INTERFACES

2. SO MUCH TO DO...

3. Wanna fly to the moon?
I guess I need to
train first...
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4. HUMANS LEARN HOW TO
INTERACT WITH COMPUTERS
1900 1960 1980 2000
PUNCH CARDS COMMAND LINE GRAPHICAL UI TOUCH UI

5. Would you like me to
stop by at a Starbucks?
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Fly me to the moon 4,1
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6. MACHINES LEARN HOW TO
INTERACT WITH HUMANS
PARADIGM SHIFT

7. CONVERSATIONAL INTERFACES
WELCOME TO THE AGE OF
Speak to me!

8. WHAT IS A CHATBOT
I´m a computer program.
I attempt to maintain a
conversation with a person.
Nice to meet you.
What are you?
Howdy, Farmer.4,1
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I can text or use visual language.
But my voice skills improve rapidly.

9. 1970
70%
90%
2016
2010
Accuracy improvements
in the past 2 years have
dwarfed all improvements
over the past 30 years
combined.
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I´m Jeff Bezos, Amazon
TALKING TO BOTS WILL BE NATURAL
Speech recognition accuracy
According to Google

10. Brands and people have chatbots.
You can text with CNN, Burger King
or my man Elon Musk4,1
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Chatbots 4,1
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Alexa, Google Home, Siri,...
All big players head into
the voice platform battle
Voice assistants
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THERE ARE DIFFERENT BOTS...

11. In your mobile, home, car...
everywhere.
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Where do you live? 4,1
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BOTS WILL BE AN INTEGRAL
PART OF OUR LIVES

12. 4,1
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ARTIFICIAL
INTELLIGENCE
NATURAL
LANGUAGE
PROCESSING
MACHINE
LEARNING
Understand
language
Learn from
experience
We’ve been living in a
world that has slowly
become mobile-first,
but we’re moving to one
that is ultimately AI-first
I´m Satya Nadella,
from Microsoft
WHY NOW?

13. MOST PEOPLE DOWNLOAD
O APPS PER MONTH
0 Apps
1 App
2 Apps
3 Apps
4 Apps
5-7 Apps
8+ Apps

14. Monthly actives
4,1
Billion
users on
messaging apps
60%
of Top 10
most used apps
are messaging
BIG 4
SOCIAL NETWORKS
BIG 4
MESSAGING APPS
20162012
WOW!
BI Intelligence
MESSAGING HAS
SURPASSED SOCIAL

15. 1000
Million
100
Million
1100
Million
5
Million
Accounts Users Users Daily
Active Users
WECHAT
FACEBOOK
MESSENGER TELEGRAM SLACK
CHATBOTS LIVE INSIDE MESSAGING APPS

16. MESSAGING APPS
BECOME THE NEW
HOME SCREEN

17. TODAY
Alexa Google Home Siri Cortana
AMAZON GOOGLE APPLE MICROSOFT
VOICE FIRST

18. BOTS WILL SPEAK TO US
BY 2020, GARTNER PREDICTS THAT CUSTOMERS
WILL MANAGE 85% OF THEIR RELATIONSHIP WITH
ENTERPRISES WITHOUT INTERACTING WITH A
HUMAN
„By 2020, customers will manage 85% of
their relationship with enterprises
without interacting with a human.“
You will speak to me
Say the geeks from Gartner.

19. Social
Media
Channel
Assistant
Financial
Analyst
Assistant
Market
Intelligence
Assistant
BOTS FOR BUSINESS
Scheduling
Assistant
Brand
Ambassador
Workflow
Assistant
HR
Assistant

20. Ordering
services
BOTS FOR CUSTOMERS
Scheduling
meetings
Booking
travel,
hotels,
…
Shopping Many
more...

21. SHOPPING

22. BUSINESS
INTELLIGENCE

23. SERVICE
Hi Martin. Welcome to the BMW Service Assistance –
What servicing request would you like?
Car Servicing
Car Servicing
Payment
Query
Car Sales
Please enter your car registration number
M-YO-899
M-YO-899. Milage 21,45
Service due: Inspection
We have slots available for service:
Thu 27.04.17 4 PM Fr 28.04.17 AM
Thu 27.04.17 4 PM

24. I´m Julie,
how can I help you?
21
Simplify
online booking
Reduce cost for
customer support
>5 Million
8 times
30%
€1 Million
Answer
questions
per year
Return on
investment
Increase
in revenue
Savings per year
in customer service
BUSINESS IMPACT

25. VOICE FIRST

26. ARTIFICIAL
INTELLIGENCE
Natural
Conversation
Smarter
Algorithms
Learning
Machines
THE TAKE AWAY

27. DOES YOUR BUSINESS NEED A BOT?
Have a friendly chat about chatbots with us 4,1
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Andreas Konrads
andreas.konrads@silbury.com
+49 176 63769728
www.silbury.com
Ulrich Gerkmann-Bartels
ugb@enpit.de
+49 5251 20277 93
www.enpit.de