Jane Minto – User Experience at WebCredible Tom Stewart - Senior UX Consultant at WebCredible

1. Chatbots aren’t just for millennials…
Jane Minto - UX Consultant
Tom Stewart - Senior UX Consultant
@webcredible
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2. 1 in 4
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3. 3

4. 4
57%
engagement
44%
said it helped
32%
repeat use

5. “ Age UK, it isn’t for someone like
me…

6. 6
Increase
engagement
Consistent
message
Maximise
resources

7. “ ~90% of our time on mobile is
spent on email and messaging
platforms. I would love to back
teams that build stuff for places
where the consumers hang out!”
Niko Bonitos, Managing Director at General Catalyst

8. What we did
~20 days
Explored chatbot trends
Defined topic areas to focus on
Mapped out conversational flow based on advice line decision trees
Trialled bot building tools
Tested bots with users
Assessed role of chatbot functionality for Age UK
Identified opportunities for integration
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9. 9

10. 13
1. DIAGNOSE NEED
2. SURFACE INFORMATION
3. SIGNPOST USERS

11. 14

12. “ I’m going more to my phone
nowadays, it’s always with you
Hazel, 72

13. “ You can do it on the fly rather
than going to the website
Bernadette, 53

14. “ I could sit next to mum and she
wouldn’t even know
Simone, 53

15. “ I’d use this now if it were
available
Hazel, 72

16. 19
1. Set expectations
2. Frame the intended audience
3. Anticipate users next step
4. Ask 1 question at a time
5. Understand what content is appropriate
6. Know when to escalate to a human
#Toptips

17. 20
A Knowledge Base relies on structured information
Joined up database of structured data
SMS WhatsApp Email
Age UK
website
Online
Webchat
Phone callFacebook Twitter
Messaging Social Web Offline
Local Age
UKs

18. 21
What next?

19. + 300%
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20. 23

21. 1 in 4
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22. 0 in 4
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23. Jane Minto - UX Consultant
jane@webcredible.com
Tom Stewart - Senior UX Consultant
tom@webcredible.com
@webcredible
26

24. Help business to innovate,
transform and succeed in a
digital world