1.
Chat Bots: what, why
and (a bit of) how?
Radu Irava
Tuesday, 10.05.2016
@ Mobile Academy, Meetup #5
TechHub, Bucharest, Romania

2.
Agenda
1. About me and you
2. What is a chat bot?
3. Why chat bots?
3.1. Why chat?
3.1.1. Bigger than social networks
3.1.2. Evolution of messaging
3.1.3. Success of Asian messaging apps
3.1.4. Conclusion: Messaging is the new platform
3.2. Why bots?
3.2.1. Financing growth in AI
3.2.2. App fatigue
3.2.3. Conclusion
4. How to chat bot?
4.1. Tasks examples
4.2. How to design?
4.3. How to build?
5. Value shifting
6. Q&A and Contact

3.
About me

4.
About you

5.
What is a
chat bot?

6.
a computer program which conducts
a conversation via auditory or textual
methods. Such programs are often
designed to convincingly simulate
how a human would behave as a
conversational partner
Source: Wikipedia, https://en.wikipedia.org/wiki/Chatterbot
“

7.
Why
chat bots

8.
Why chat?

9.
1. Bigger
than social networks

10.
Source: Companies, BI Intelligence via ManyChat
1. Facebook
2. Google+
3. Instagram
4. Twitter
1. WhatsApp
2. FB Messenger
3. WeChat
4. Viber

11.
Source: Companies, BI Intelligence via ManyChat
1. Facebook
2. Google+
3. Instagram
4. Twitter
1. WhatsApp
2. FB Messenger
3. WeChat
4. Viber

12.
Source: Nexgate, http://nexgate.com/solutions/social-media-spam-abusive-and-offensive-content/

13.
Source: 2013 State of Social Media Spam, Nexgate

14.
Source: 2013 State of Social Media Spam, Nexgate
355%growth of social spam
during first half of 2013

15.
2. Evolution
of messaging

16.
2003

17.
Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/Nokia1100SMS.png
2003
SMS

18.
2007

19.
2007 SMS
Source: http://www.lostintechnology.com/wp-content/uploads/2011/08/thread-sms-iphone.png

20.
2016

21.
Source: Dan Grover, http://dangrover.com/img/content/conversational-ui/TypesOfBubbles.png
2016
ALL

22.
3. Success
of Asian messaging apps

23.
Source: Company websites, press releases, KPCB, http://image.slidesharecdn.com/internettrendsv1-150526193103-lva1-
app6892/95/2015-internet-trends-report-50-1024.jpg

24.
So,
chat because...

25.
Source: GadgetsWare, http://gadgetsware.com/wp-content/uploads/2016/04/os_is_old.png

26.
Why bots?

27.
1. Financing
growth in AI

28.
Source: CB Insights, https://www.cbinsights.com/blog/artificial-intelligence-startup-funding-trends/

29.
Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Intelligence-
Assistant-Landscape-Final.jpg

30.
Source: VB Profiles, http://1u88jj3r4db2x4txp44yqfj1.wpengine.netdna-cdn.com/wp-content/uploads/2015/10/Investment-
Heatwave-Map.jpg

31.
2. App
fatigue

32.
Source: 2016 Statista, http://www.statista.com/statistics/266210/number-of-available-applications-in-the-google-play-store/

33.
Source: 2016 Statista, http://www.statista.com/statistics/268251/number-of-apps-in-the-itunes-app-store-since-2008/

34.
Source: “Principles of Mobile App Design”, March 2016, ThinkwithGoogle.com, https://pbs.twimg.
com/media/CdNfmPZWwAA1uQ4.jpg

35.
Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858
average smartphone owner uses
month
24 apps
per

36.
Source: Forrester Research, Inc. via http://marketingland.com/report-mobile-users-spend-80-percent-time-just-five-apps-116858
but
5 apps
80%of time is spent in

37.
So,
bots because...

38.
● Simple tasks

39.
● Simple tasks
● Occasional usage

40.
● Simple tasks
● Occasional usage
● Easy accessible

41.
● Simple tasks
● Occasional usage
● Easy accessible
● Fast

42.
● Simple tasks
● Occasional usage
● Easy accessible
● Fast
● Simple UI

43.
Now we
know why
chat bots!

44.
How to
chat bot

45.
Tasks
Examples?

46.
Tasks examples
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service

47.
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service

48.
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots

49.
Useful?

50.
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots

51.
Not useful?

52.
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots

53.
Chat bot
alternatives?

54.
Tasks examples
Tell the weather/news
Tell when a flight is delayed
Tell when a payment is due
Automate business processes
Connect to smart homes/cars/devices
Scheduling meetings
Booking hotels
Purchase groceries
App onboarding
Customer service
Manage all the other bots

55.
How to
design?

56.
1. Complementary to existing channels of
the service
Multiple interactions
Multiple channels
Multiple needs
Quality service = seamless integration to accomplish goals

57.
2. Suitable language, specifically designed
for the service
Tone
Empathy
Trust building
Not an automated message (that’s not intelligent)

58.
3. Capability of improving service experience
when used by employees
Service experience = customer experience + employee experience
Improve employee experience as well
Let the chat bot perform the boring tasks
Help the employee do his job better

59.
How to
build?

60.
AI NLP Tools
api.ai
More customization
Easier to use
More documentation
Worse learning capabilities
wit.ai
Less customization
Harder to use
Less documentation
Better learning capabilities

61.
Tools you need
AI NLP tool
Hosting platform
Messaging platform
(Webservice)

62.
Tools I used
api.ai
Heroku
Facebook
None (yet)
AI NLP tool
Hosting platform
Messaging platform
(Webservice)

63.
How much did I pay?

64.
How much did I pay?
0

65.
How much programming did I do?

66.
How much programming did I do?
0

67.
Value
shifting!

68.
Q&A

69.
Contact