- Prerequisites of chatbot-boom
- What is chatbot?
- Where do they inhabit?
- Possibilities
- Conversational UX
- Bot as a product
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Mobile is dominating
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Users spend most of time in apps
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Most of time in messengers
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Messengers > social networks
By MAU,
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Multichannel -> Omnichannel
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New channels grow fast
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New channels grow fast
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New channels grow fast
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New channels grow fast
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What is a chatbot?
In heaven,
it's all they talk about,
the bots ...
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Chatbot
a computer program which conducts
an intelligent conversation
with one or more human users
via auditory or textual methods.
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Eliza aka “Tell me more” bot,
1966
ME: Jesus.
ELIZA: Tell me more about that.
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Alice aka “Dodge a question” bot,
1995
judge: Hi. What do you know about AI?
ALICE: Hi there! I'll come back to that later.
judge: When exactly?
ALICE: Time does not exist.
judge: Okay. Tell me more about JavaScript
ALICE: I see. Are you a man or woman?
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SmarterChild aka Sex Bot,
2001
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Watson aka “Bullshit” bot,
2010
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Microsoft Tay,
2016
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Microsoft Tay aka “Heil!” bot,
24 hours after
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Chatbot
a computer program
which conducts
an intelligent conversation
with one or more human users
via auditory or textual
methods
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Habitats of the chatbot
- Standalone
- Dedicated native apps
- SMS-based
- Web-based
- Over the top (OTT)
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OTT chatbot platforms
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OTT chatbot platforms,
if you know the tricks
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Technical possibilities
do really differ
for each of the platforms
Audience
somehow differs
from platform to platform
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Why does Microsoft, Facebook
and others so heavily
invest into chatbots?
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Lumia sales drop constantly
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Bot is an app inside an app
Today’s chatbots don’t pretend
to replace humans, they pretend
to replace some apps.
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Conversational UX
Chat is a natural interface,
although it's the most difficult
to design
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Conversational UI
is a spoken or written way
of interacting with a device.
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Conversational UI
- almost no or no UI
- no need to teach how to use
- works everywhere OOTB
- low-bandwidth
- censorship hole
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UX principles
for conversational UI
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Onboarding
- state clearly about what
bot does and what it
doesn't
- always offer "help" command
- onboarding message should
not take more than one
screen of text
#1
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Users always desire a bot
to be as clever as a human,
if it, at least, tries to hold
a conversation
#2
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It's ok for the chatbot
to be dumb
Conversation is not a necessary feature
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Utilize the power of hybrid
conversational interfaces.
Templates, buttons, keyboards, media
#3
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If your bot pretends
to be as smart as a human,
make sure it actually is
#4
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Otherwise switch
to HI instead of AI
Or make a mix of both
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Ton of voice and personality
do really matter
#5
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We do lot of misspells
and mistypes
Arguably, we type like shit
#6
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User context matters
Remember the data about the user
Show menu if it’s possible
#7
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Good bot as a good app
is single-purpose
Don’t try to make a swiss knife
out of it
#8
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Bots have a limited number
of use cases
Same as mobile apps do
#9
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We've learned so far
- Bot !== AI
- Most of the bots are useless
- Tech possibilities are limited
- User expectations are high
- Bots won't disappear
- Good conversational UX is challenging
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Chatbot Ecosystem
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The bot economy is growing
faster than the app economy did
Source
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Discoverability of chatbots
is still an issue
Bot stores, QR-codes, landing pages
and links
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Official bot stores
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Official bot stores
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Official bot stores
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Unofficial bot stores
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Messenger has no store yet
The only possibility to discover
a chatbot is to google it
or go to an unofficial bot store.
“Installation” via direct link
or QR-code.
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Submission Review Process
…or content control is rare
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Bots need platform and device
integrations
In-bot payments, contacts, calendar,
accelerometer, location…