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Conversational interfaces - beyond the hype
- 1. Conversational Interfaces - beyond the hype Matthieu Varagnat www.smooz.io
- 2. What is a conversational interface • App in which interaction happens mostly through conversation • Messaging apps • But also SMS and Voice (Siri, Alexa)
- 3. What is a conversational interface VS VS
- 4. • New, powerful platforms • Messaging as dominant usage Why do we care
- 5. • SMS: 20B messages. • Whatsapp + Messenger: 60B daily messages New platforms
- 6. New platforms Attractive platforms with • Heavy usage • ID and other context like contacts, location, likes • Payment feature (?)
- 7. New Design paradigm • Conversation threads as apps • Writers as UX designers • No or limited UI • Shortcut buttons, webviews, images etc…
- 9. Promises to the user Most users use only 2-3 apps • Threads as apps = less clutter • Chat to install = frictionless (and space saving) • Asynchronous push, or on-demand = convenient
- 10. Promises to the marketer 2/3 of users don’t download apps, app stores are crowded, installs are costly • Social discovery. Viral effect of group chats (not yet on Messenger). • Less crowded bot stores (for now) • High usage and easy re-engagement
- 11. Promises to developers • Native across web, iOS, Android (messaging client) • Relatively portable across messaging apps • Growing feature set
- 12. Promises to developers • Backend updates • Low bandwidth • Simple UI Relatively simple and low-cost => long tail opportunity
- 13. Bots Messaging growth + AI buzz = frenzy
- 14. Bots
- 15. Bots?
- 16. What works and what doesn’t?
- 17. Conversation commerce • WeChat pionneer • Specialized shops with limited SKU count, targeted customer segment, and superior engagement • Not proven outside of Asia
- 18. Conversation commerce • Probably not a repackaging of e-commerce • Might start with advices/expertise/niche? • Branded influencers?
- 19. Brands and customer service • Messenger natural fit • Much more convenient than email or phone: on-demand + notifications • Context (receipts, customer infos)
- 20. Brands and customer service
- 21. Brands and customer service
- 22. Business apps Useful Slack apps: • Save users time • Focus on Slack team-interactions strength • Provide intuitive, respectful interaction https://medium.com/@MVaragnat/what-makes-a-good-slack-app-23edf2ea7088#.9ntdcqegy
- 24. Business apps Pulling stats reports and sharing them
- 25. SMS • 120% penetration rate • Can be bootstrapped with a landing page and a number
- 26. SMS Jam Magic
- 27. Dont’s 1) Not everything should be done in chat Or if in chat, not necessarily through conversation 2) Starting with AI is harder
- 30. Solving the fallacy VSor WeChat: cards, images, and context (ID, dress, payment)
- 31. AI hype NLP can fail frustratingly
- 32. Some solutions • Cards, action buttons, custom keyboards • Rigid keyword syntax • /commands • Or 100% human backend
- 34. Some good practices 1) Make the intro useful 2) Support ‘help’ command 3) Proactively suggest actions, provide examples Too much freedom can be confusing. Restricting options can be helpful.
- 35. Demo • Live demo BotKit
- 36. Conclusion • Messaging platforms provide attractive distribution and user experience • Conversational apps should not be reduced to NLP/AI chatbots. • Removing friction is key
- 37. Docs • https://medium.com/chris-messina/2016-will-be-the-year-of- conversational-commerce-1586e85e3991#.6qqfqea1b • http://dangrover.com/blog/2016/04/20/bots-wont-replace-apps.html • http://www.theverge.com/2016/1/6/10718282/internet-bots-messaging- slack-facebook-m • https://medium.com/@MVaragnat/what-makes-a-good-slack-app- 23edf2ea7088#.9ntdcqegy • http://alistapart.com/article/all-talk-and-no-buttons-the-conversational-ui • https://walkthechat.com/4-case-studies-of-successful-wechat-e- commerce/