Hybrid Conversational
Interfaces
Eric Marcos
Co-Founder at hubtype.com
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Customer support over messaging apps
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March 2016
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Integrations
Ticket management
Hubtype’s initial value proposition
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Then…
Chatbots!
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Customer
Support
Chatbots
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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
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Chatflows are a convenient
simplification that puts the focus
on your users experience
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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!
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Challenges
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Creating Chatflows
GUI
BotSON
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Testing Chatflows
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…and more
• Analytics
• A/B Testing
• Dealing with updates
• Discoverability
• Complex interactions
• External events
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No content
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• Users always prefer humans.
• Educate agents for messaging apps.
• Bots will give superpowers to agents.
• Agents will supervise bots.
The Human Side
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• 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