Download - Bots: from dream to reality
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Bots role in consumer engagement:
‘The dream’
and ‘the reality’
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There is still a long way to go
Bots version 0.1
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Where are we?
The hype cycle
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Let’s face it:
Source: Alex Godin
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The issues with bots today
UI: not sexy enough
Need to learn the right
keyword for each bot
AI is still a bottleneck
NLP is not there yet
Hebrew!
UX: frustration
with “dumb” bots
Channel confusion
Consumers are
confused which channel
to use and when
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But they are full of potential
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What is their ‘big promise’?
Interactions
More personalInteractions “feel” more human
Use data to provide personalization and context
More effectiveAutomation of human tasks that take too long
Quick, simple to use, cost savings
More intelligentUse of AI technologies lead to smarter interactions
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In short:
Creating magic moments
“zero friction for the consumer to get what he or she wants immediately in context ” -
Forrester
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But most importantly, they are familiar
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Characteristics of good bots
Simple to use Very few clicks
Saves timeUses AI to
improve
Context!
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Evolution
Source: Future of chatbots, Jan Rezab
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Conversational commerce bots
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Content bots
New York Times’ Blossom bot:
Identifies stories that are about
to go viral
(Slack)
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“Zero Friction” magic moment bots
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Keep it Simple and Short!
Source: http://www.slideshare.net/alexgodin/22-bot-rules-63138588
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As simple as possible:
Order a pizza with one word or emoji
(After a short setup/registration…)
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A bot walks into a bank…
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https://botlist.co/
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Just ask Alexa
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Rules for smart bots
They live in a tool we already know (Platform!)
They are contextual (Data, data, data)
They are very useful – save time, add value, simplifies tasks They structure things people are already doing
They are pre-curated to avoid decisions
They are closed-ended
They are clear about their limitations (it can’t answer anything)
They include “magic moment” / zero-friction
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So are bots the future of customer engagement?
Bots are not THE future of customer
engagement
But they will definitely be a part of it
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So what should we do now?
Look at bots are enablers/tools
To help consumers
Get Stuff Done