What Hotels.com learned building a chatbot

Presented at AppsWorld and Digital Transformation conf

Transcript

1. What Hotels.com learned building a chatbot Maciej Matyjas | Director, T echnology Feedback please! https://goo.gl/ifyAcF linkedin/matyjas | @matyjas | 2016-Nov-22
2. - Always remember the 80/20 rule - Basic bots are easy - NLP improves the UX of a chat bot - Personalise, personalise, personalise - Go to the bot users - Conversations are stateful - A bot with personality is easier to build and use What we learned by building a bot
3. 80% of the value from 20% of the features (generously) 1. What time do you open? 2. What time do you close? 3. Do you have this part in stock?
4. Build a bot in 5! After all it’s an HTTP web service
5. ‘Messengers are the new browsers and bots are the new websites’ Kik‘s Mike Roberts
10. - Email marketing - Push notifications - Call centres - FAQ - Twitter customer service - Facebook ads Chat bots are not …
11. - Do you want to talk to a robot? - Talking to someone with memory loss is difficult - Do you ever get the feeling that someone is just reading from a script? - ”Just saw this and thought of you” - “I assume you are flying from London as usual, is that right?” - “That trip you were planning just got cheaper” - “You wont be earning miles on this flight, is that okay?” Chat bots are conversations & conversations are personal
12. Where the users at? 12
13. - More official accounts on WeChat than web sites in China - More than 11,000 bots on Messenger - Amazon Echo has more than 3000 - Slack has lots - Kik too Where the bots at?
14. Users Bots Business case
15. FB Messenger Server[0] Server[1] Server[2]
19. - How are you? - What hotel would you recommend in Istanbul? - Who will win the election in France? - **** off, you ******* ******! How would Captain Obvious handle these ques? What about Nanpug?
20. Time for questions? Maciej Matyjas | Director, T echnology Feedback please! https://goo.gl/ifyAcF linkedin/matyjas | @matyjas | 2016-Nov-22
21. - http://pinknoi.so/2014-Works-SingingwithAnna.html - https://ja.wikipedia.org/wiki/C-3PO - http://Giphy.com - http://prtimes.jp/main/html/rd/p/000000177.000002264.html Photo credits
22. - https://aws.amazon.com/blogs/compute/create-and-deploy-a-chat-bot-to-aws-lambda-in-five-minutes/ - https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/ - http://www.forbes.com/sites/kathleenchaykowski/2016/07/01/more-than-11000-bots-are-now-on-facebook- messenger/#74571c776b82 - https://slack.com/apps - http://www.forbes.com/sites/parmyolson/2015/05/29/kiks-messaging-bots-brands/#264019d84c1e - http://www.alexaskillstore.com/ - https://www.fastcodesign.com/3054934/the-next-phase-of-ux-designing-chatbot-personalities References