Empathico — Human-Centered Chatbots

We are in the Empathic Age of product design—a time when the needs and feelings of all stakeholders, especially customers, can be quickly identified, effectively measured, and more meaningfully served. We now have the means to create increasingly natural and value-driven interactions between digital products and targeted audiences. This successful combination of conversational UI, artificial intelligence, and a systematic focus on needs, represents the first digital platform that can manage levels of empathy.

In this discussion, we will cover new product design techniques and tools to sustainably develop empathy—not just talk or think about it. We will utilize proprietary processes, ready-to-use templates and a relevant chatbot example. You will learn to quickly identify and quantify people’s unmet needs, improve solutions by measuring problems and integrate with product workflows as well as business objectives.

Transcript

1. Umit Gokce empathico.com Human-Centered Chatbots Market Intelligence + Customer Support BotPacksTM
2. empathy- driven: •  A passion for understanding customers •  Measuring customer needs and feelings •  Psychology-based solutions
3. Part 1: How can you be better at solving problems for customers you don’t know, don’t meet, and don’t talk to? challenge
4. Part 2: How can you identify, quantify, qualify, and track their problems — as well as the benefits of your solutions? challenge
5. Customer empathy is a competitive advantage that creates opportunities. vision
6. •  Chatbots for Market Intelligence and Customer Support •  Chatbot Design and Development Services we provide
7. •  14 Years Digital Product Design •  2 Years Business in Japan •  Customers Include: AT&T, J&J, Japan Travel Bureau, Microsoft, Motorola, Nike, NTT DoCoMo history
8. •  NLP + Sentiment Analysis •  Custom Code + Licensed APIs •  Proprietary Keyword + Keyphrase Knowledge Bases technology
9. product demo Chatbot Chatbots: •  Messenger •  Slack •  SMS •  Website
10. product sample Chatbot •  5, 10 or 20 Survey Questions •  Receive Product Insight •  Provide Travel Points Contact: •  Surveys •  Polls •  Feedback
11. process Goals, Metrics, KPIs, Contact Methods Setup 1 2 3 Needs + Feelings from a BotPack Select Test + Use Your Chatbot then Analyze Results Chat BotPacksTM
12. •  5 Industry Packages: - Telecom, IT, Marketing, Travel, General •  Empathy Knowledge Base: - Keywords + Keyphrases - Universal Human Needs + Feelings - Metrics + KPIs •  Japanese Version in Q4 2017 BotPacksTM
13. the Empathic Age AI + Human Society Enable every person to play a significant role.
14. What are the values shared all over the world? "Everything we do is in service of our needs.” —Marshall Rosenberg
15. next steps Seeking •  Co-Development Partners •  Systems Integrators •  Distribution Partners •  B2B Customers
16. BotPacksTM umit@empathico.com @ubg Human-Centered Chatbots Market Intelligence + Customer Support