Contextual chatbots and voicebot solutions for your business
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This document discusses contextual chatbot and voicebot solutions for businesses. It begins with an introduction to chatbots, their capabilities beyond simple conversations, and why they are gaining popularity now due to increased mobile messaging. The rest of the document outlines best practices for planning, designing, building, testing and improving chatbots. It also discusses technology trends, challenges, and examples of how the company Botwiser provides chatbot platforms and services to help businesses improve customer communication and experiences.
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Contextual chatbots and voicebot solutions for your business
- 1. CONTEXTUAL CHATBOT AND VOICEBOT SOLUTIONS FOR YOUR BUSINESS Karlis Skuja | CEO/Co-founder | Botwiser
- 3. Agenda Why now? Plan: Start it right Design: Chatbot design and prototyping Build: Frameworks vs Platforms Test: Measure and analyse Chatbot technology trends and challenges in 2018 Botwiser: Case studies SMARTER COMMUNICATION!
- 4. What is chatbot? Chatbots are the future of customer experience and have the power to replace search windows and many apps in the not-so-distant future. SMARTER COMMUNICATION!
- 5. Chatbot is more than a conversational interface AI NLP NLU BIG DATA IoT API SMARTER COMMUNICATION!
- 8. Source: https://www.statista.com/ Most popular mobile messaging apps worldwide as of January 2017, based on number of monthly active users (in millions) SMARTER COMMUNICATION!
- 11. WHY USERS LOVE CHATBOTS? APP ALREADY ON PHONE ALREADY IS LOGGED IN FASTER ADAPTATION OF INTERFACE SMARTER COMMUNICATION!
- 12. WHY USERS DO NOT USE CHATBOTS? PERSONAL HABITS / DISCOVERY PERSONAL PRIVACY / (DATA & SPAM) BAD EXPERIENCE / HIGH EXPECTATIONS SMARTER COMMUNICATION!
- 13. 2. Plan: Start it right! SMARTER COMMUNICATION!
- 14. Plan ○ Value proposition ○ Objectives and goals ○ Persona ○ Channels ○ Technology ○ Integration SMARTER COMMUNICATION!
- 15. Artificial intelligence? People expect chatbots to be... ○ useful for assisting in basic tasks and queries ○ efficient and get things done faster ○ straight to the point And not to... ○ answer all their questions ○ fully understand their responses ○ be very intuitive or reliable ○ be too informal or expressive ○ offer opinions SMARTER COMMUNICATION!
- 16. Tips and tricks + Tools ○ Part of existing process/product ○ Identity - know your audience! (DFF, MB) ○ Internal support - Explain what to expect! ○ Training/adaptation period ○ Map your user/customer journey - https://uxpressia.com SMARTER COMMUNICATION!
- 18. 3. Design: Chatbot design and prototyping SMARTER COMMUNICATION!
- 19. Design (UX) ○ Draw straight flow!!! ○ Personalisation ○ Plan fallbacks (sorry...) ○ Use images, gifs and video ○ Copywriter + Use emojis ○ Keep it short and simple! SMARTER COMMUNICATION!
- 20. Tips and tricks + Tools ○ Test design on focus group(s) (FFF) ○ Validate texts ○ Human takeover - chat with staff ○ APP and chat design UI merge ○ Flow design tools - botsociety.io ○ Bot structure/map design - mindmup.com SMARTER COMMUNICATION!
- 23. 4. Build: Frameworks vs Platforms SMARTER COMMUNICATION!
- 24. Build ○ Frameworks ○ Platforms ○ Libraries (NLP, NLU, ML) ○ API and multichannel ○ Deployment and scalability ○ Security and data privacy SMARTER COMMUNICATION!
- 26. Build ○ Platforms ● MS Bot Framework ■ Bot connector + Cognitive services ● Dialogflow (API.AI) ■ Multichannel + Google API’s + Bot analytics ● IBM Watson ● WIT.AI ○ We use Python + API SMARTER COMMUNICATION!
- 27. Tips and tricks + Tools ○ Self-correction / Typos ○ Multi-line handling ○ User profiling and contextual memory ○ Defaults (hi, bye) - avoid repetition ○ Back and Undo ○ Mixed interface (webviews) SMARTER COMMUNICATION!
- 28. Mixed interface
- 29. 5. Test: Measure and analyse! SMARTER COMMUNICATION!
- 30. Test ○ Logs, logs, logs ○ Test simple flow ○ Build, Test, Learn, Improve ○ Be ready for unexpected actions from user ○ Old versions (end user) ○ Different size screens SMARTER COMMUNICATION!
- 31. Tips and tricks + Tools ○ Chat flow analysis ○ User input analysis ○ Conversation rate and A/B testing ○ Usage statistics (Users, Messages) ○ Chatbot analytics (UXProbe, Dashbot) ○ User review SMARTER COMMUNICATION!
- 33. 6. Chatbot technology trends and challenges in 2018 SMARTER COMMUNICATION!
- 34. Structured flow vs free conversation (Messenger Platform v1.4 Ability to turn off freeform input) SMARTER COMMUNICATION!
- 36. Ecosystem fragmentation (Which platform and technology to use...) SMARTER COMMUNICATION!
- 37. Security, privacy and trolls... (Bad boys are there...) SMARTER COMMUNICATION!
- 38. New interfaces (Voicebots, gestures, IoT...) SMARTER COMMUNICATION!
- 39. We help companies to improve and automate communication by offering Bot-as-a-Service (BaaS) platform powered by AI and chatbot technology.
- 40. Botwiser provide Bot-as-a-Service (BaaS) platform which helps business to improve service and to innovate communication with customers Chatbot for hotels Chatbot for events Chatbot platform
- 41. More direct bookings! More positive reviews! SMARTER COMMUNICATION!
- 42. Hotel chatbot (platform) ○ Booking ○ Recommendations ○ FAQ & Talk to staff ○ Reviews & Website widget ○ Broadcasting ○ Order/book service ○ Multi-language / property ○ API SMARTER COMMUNICATION!
- 44. Event chatbot (platform) ○ Booking/Registration ○ Agenda and speakers ○ FAQ & Talk to staff ○ Reviews & Broadcasting ○ Networking ○ Website widget ○ Order/book service ○ Multi-language/event ○ API SMARTER COMMUNICATION!
- 46. Custom chatbots (BaaS) ○ Consulting ○ Prototyping + MVP ○ Custom logic ○ API and integration ○ Multiple channels ○ Corporations and startups ○ Agencies ○ White label solution ○ Support SMARTER COMMUNICATION!
- 47. I believe that in future digital communication will be AI powered two-way instant interaction via text, voice or other interface. Someone will say - It's future! My answer is - Future starts now!
- 49. Thank you! karlis@botwiser.com +32 470 46 29 99