https://blog.hubb.me/event-chatbots-webinar
If you haven’t yet experimented with chatbot technology at your events, or if you have and want to learn more about the different ways chatbots can make your job as an event planner easier, this webinar is for you.
Hosted by Robert Caldwell, a founding partner at Sciensio, Hubb’s July webinar will cover the real-world application of chatbots in the event industry by reviewing key industry trends and individual case studies.
Breaking the Kubernetes Kill Chain: Host Path Mount
Webinar: Using Chatbots to Enhance the Event Experience
1. AI CHATBOTS
THE POWER OF
How Artificial Intelligence Drives Richer Experiences
Opportunities and Challenges
2.
3. ex·pe·ri·ence ˌikˈspirēəns/
noun: experience
• practical contact with and observation of facts or events.
• an event or occurrence that leaves an impression on someone.
verb: experience
• encounter or undergo (an event or occurrence).
• feel (an emotion).
“Experience is really about providing the opportunity for
attendees to consume content in an environment that
generates a positive impression or emotion.”
4. • Abraham Maslow led a
movement in 1960’s to focus on
the “good” in people (vs. a “bag of
symptoms”)
• Developed a system of fulfilling
human needs in priority – called it
his hierarchy of needs.
Mazlow’s Hierarchy:
5. Basic
Needs
Psychologic
al Needs
Self-
Fulfillment
Needs
Breathing, food, water, warmth,
sex, sleep, excretion…
Security of body, health, family,
employment, resources…
Friendship, family, sexual
intimacy…
Confidence, self-esteem, achievement,
respect by & for others…
Morality, creativity, spontaneity,
problem-solving, lack of prejudice,
acceptance of facts, achieving one’s
full potential…
Mazlow’s Hierarchy:
6. Shelter, food, water…
Physical and intellectual safety…
A welcoming environment…
The opportunity to connect with peers
on subjects of common interest…
“Aha”, the ability to open your
attendees to complete experiences…
Mazlow’s Event Hierarchy:
Basic
Needs
Psychologica
l Needs
Self-
Fulfillment
Needs
7. Inform / Engage / Experience
Basic
Needs
Psychological
Needs
Self-
Fulfillment
Needs
Only once
these
needs have
been met…
Can you
unlock
experience
8. • Clayton Christensen – Harvard Business School Professor
• Focused on Innovation & Disruption
• Posited that consumers make decisions based upon
“Job to Be Done”
Christensen’s JTBD:
9. What job do you hire a milkshake for?
• To deliver sweet goodness?
• To provide a beverage with a meal?
• To drown your sorrow in calories?
• It turns out, none of these…….
Christensen’s JTBD:
10. Alexification…..
• We have an entire society
that has been trained to
get instant answers
• Weather, news, music,
directions, etc
• Why is your show any
different?
12. The Event Organizer's Dilemma:
Staffing to the valley and communicating
to the peaks…..
13. Print Website Event
Apps
Human SupportEmail
There are many different
options to communicate…
But all have drawbacks and
are hard to change quickly
Can’t
Notify
Limited
Information
Long wait
times
Requires
download
Expensive
15. If you...
then you can use
an EventBot!
Have a phone...
Can text...
Try an EventBot now by Texting ‘Hi’ to +1 801 948 2200
16. More importantly…
And they already
know how to use it!
Your attendees have
the technology in
their hand...
Try an EventBot now by Texting ‘Hi’ to +1 801 948 2200
17. EventBots Support the User In The
Channel THEY Want
TwitterWebChat MessengerFaceBookSMS
Try an EventBot now by Texting ‘Hi’ to 801-948-2200
18. • Text messages
have 98% open rate
• Texts are read in
under 5 seconds
Why text?
20. Template Library
EventBots have two key components:
These are all the
questions you can
ask the bot.
These are all the
answers AND who is
allowed to see them.
Try an EventBot now by Texting ‘Hi’ to +1 801 948 2200
22. Try an EventBot now by texting ‘Hi’ to 801-948-2200
Theoretically, Chatbots can answer any question,
Scope
How much do you want
the chatbot to do?
Scale
For how many?
For how long?
On how many channels?
Practically, you choose:
23. Focus on the Questions Actually Asked
(and all the ways they are asked)
Where is the Ladies Room?
Help Me Find The Restroom?
Nearest Men’s Washroom?
24. Ask a question…
Get an answer…
Ask a question…
Ask a question…
Ask a question…
Get an answer…
Get an answer…
The power of
“I Don’t Know…
25. The power of
“I Don’t Know…
If your chatbot is not
trained on a
question…..
Not only do you get
a written record of
what your users
asked…..
Oh dear... I haven't
been trained on that topic.
For assistance before the
event, the events team
is available M-F 9am-5pm
ET via phone at
649.111.1800 or at
events@yourevent.com.
And at the event, our
onsite staff will be happy
to assist.
Attendees are referred
to another customer
support option
(Just like any other
channel)
27. BizBash “Betty” is Hired
• Betty joined the BizBash team for
BizBash Live Florida, Los Angeles and
NYC
• She was hired to answer key attendee
questions
• She can answer questions on 100+ topics
asked over 3.2 million different ways
Try an EventBot now by texting ‘Hi’ to 801-948-2200
Meet “Betty”
28. Betty “In Action”
70% of attendees
engaged with Betty
93% Correct Response
Rate
Average response time
< 3 seconds
Try an EventBot now by texting ‘Hi’ to 801-948-2200
8,000+
messages
Only 112 issues
required staff
support
29. • Betty learned how to answer new questions
• Betty improved performance
Volume: 50%+ increase
Accuracy: 10.4% improvement
Depth: 8.2% increase
• Betty continues to reduce and improve
human capital utilization
EventBot Case Study: “Betty” Improves
30. EventBots are the Perfect Technology
• They say what you want the way you want it
said (every time)
• They don’t take breaks, show up hungover,
or ask to leave early...
• They are constantly learning and can
handle hundreds of concurrent interactions
• They capture a clear written record of what
attendees really ask for
31. EventBot Process: Quick & Easy
Base EventBot Templates
• 1 day / 1 schedule / 1 channel
Less than 500 attendees
• You fill out a simple form, provide links
and “fill in the blank” answers
• No meetings needed – it usually takes
less than 20 minutes
• Your EventBot is live in about 2 hours!
32. • Our team harvests data from your
website, schedule, and systems.
• Kickoff meeting is about an hour –
typically 3-4 meetings total needed
• Your Beta bot is ready within 1-2 weeks
of kickoff.
• Entire process take 6-8 weeks
(most of which is us waiting for you)
EventBot Process: Quick & Easy
Semi-Custom / Custom Bots
33. ChatBot Process: Challenges & Opportunities
(Lead to Solutions)
• Organizational Buy In
• Content Access
• Data Access
• Discovery Process
• Planning
34. Conclusions:
Only when your attendees free themselves from
worry and open themselves to experience - - can
you deliver the “Experience” that sets you apart.
• Experience is a process
• Satisfy basic attendee needs first
• Use technology wisely
• AI chatbots are here to stay