Hybrid Conversational Interfaces

Eric Marcos, co-founder at Hubtype, presented the roadmap and challenges of his startup at API Days #getthemsg conference.

Transcript

1. Hybrid Conversational Interfaces Eric Marcos Co-Founder at hubtype.com
2. Customer support over messaging apps
3. March 2016
4. Integrations Ticket management Hubtype’s initial value proposition
5. Then… Chatbots!
6. Customer Support Chatbots
7. Chatflow Hi there! What’s your #ref? Check my order Your order will arrive {response.eta} {order_id} {order_id} response Do you need something else? Thanks I had a problem Did we solve your problem? Yes
8. Chatflows are a convenient simplification that puts the focus on your users experience
9. Lean Chatflows Hi there! What’s your #ref? Your order will arrive {response.eta} Do you need something else? Did we solve your problem? Hi there!
10. Challenges
11. Creating Chatflows GUI BotSON
12. Testing Chatflows
13. …and more • Analytics • A/B Testing • Dealing with updates • Discoverability • Complex interactions • External events
15. • Users always prefer humans. • Educate agents for messaging apps. • Bots will give superpowers to agents. • Agents will supervise bots. The Human Side
16. • Focus on solving your users problems, not technology. • Create a positive feedback loop between bots and human agents. • Apply the lean methodology also to your customer support messaging strategy. Wrapping up