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What are bots and how are people using them?

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A brief overview of bots, what they are, what type of businesses are using them, and how you can use bots for your business.

You've probably heard of AI Chatbots, but what are they. Are they really using Artificial Intelligence? Do people really chat with them?

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What are bots and how are people using them?

  1. 1. What are bots and how are people using them? Wednesday 8th February 2017 Syd Lawrence (@sydlawrence)
  2. 2. Who am I? ● Hi I’m Syd Lawrence ● 14 years experience in startups & cutting edge tech ● Ex-Twilio guy ● Co-founder of award winning international creative technology company We Make Awesome Sh ● Co-founder of The Bot Platform
  3. 3. What is The Bot Platform? ● The trusted platform for building bots on Messenger ● Simple to use system ● Guaranteed 99.9% uptime with an SLA ● Processed over 10 Million messages ● Used by big brands and small
  4. 4. Messaging apps are the next business communications channel Messenger was the most downloaded app in 2016. 80% of teenagers are using Messenger as either their first or second means of communication. 88% of Millennials report that they prefer chatting over the web or social media to talk to businesses. #1 80% 88%
  5. 5. And that trend is only set to continue 63.9%consumers agree with the statement “Businesses should be available and contactable via messaging applications.” 49.4%consumers would rather use a messaging application than a phone call to communicate with a business
  6. 6. What is a bot?
  7. 7. Reach your audience, where they are People are downloading less apps to their mobile devices but spending more time than ever using social messaging platforms.
  8. 8. Broadcast automated communication Create automated services and messaging threads that enable users to fetch content and perform tasks through a conversational interface and keyword responses.
  9. 9. Cut through the noise With algorithms increasingly demanding significant paid media spend to ensure your audience see your content, Messaging bots allow you to put your content straight in front of your customers.
  10. 10. Consistent UI No one knows how to use every single mobile app, or mobile website. There is zero consistency between apps and websites. Everyone knows how to use Messaging applications.
  11. 11. Where do bots live?
  12. 12. WeChat 846Million Monthly active users Huge in China 70Million Monthly active users outside of China
  13. 13. LINE 217Million Monthly active users Number of users has decreased in the past 12 months Big in Korea and Japan
  14. 14. Kik 300Million 1.8Billion Monthly active users Messages sent to and received from bots 42% aged under 24
  15. 15. Slack 4Million 1.25Million Daily active users Paid accounts Primarily business users
  16. 16. Skype 300Million 4.9Million Monthly active users Primarily used for voice communication Daily active users
  17. 17. Twitter 317Million 100Million Monthly active users Mostly public communications Daily active users
  18. 18. SMS 97% 5Seconds of Americans use SMS daily On average, text messages are read after just 5 seconds Pay per message
  19. 19. Facebook Messenger 1+Billion 1+Billion 500+Million Monthly active users Messages sent per month from people to businesses Daily active users
  20. 20. How are people using bots?
  21. 21. Hardwell Vote on his track of the week 600,000+ users #1 driver of traffic to Hardwell’s owned channels Used to have over 100 messages a day, completely ignored
  22. 22. Magic Personal assistant via iMessage and SMS “Hybrid”, human assisted https://getmagic.com
  23. 23. The Guardian Personalised morning briefing Explore topics and news stories
  24. 24. Chelsea Football Club Quizzes Match updates and injury news LINE Using LINE@
  25. 25. Meet Cleo The smart assistant for your money Intelligent insights
  26. 26. Hyatt Hotels Using messenger for customer support Hybrid service User adoption has been quick About 10% of messages come via Facebook Messenger, without the hotel doing any promotion of that channel
  27. 27. Business intelligence tools Analytics daily digests Server logs Tracking user actions and events
  28. 28. Domino’s Pizza Order pizza from within Messenger Native payments (US only)
  29. 29. KLM Boarding pass right in Messenger Flight delays and updates sent as notifications
  30. 30. Olly Murs Maximise social engagement between Olly Murs and his fans when they’re looking for content from him. Constantly updating with new information and responses based on social data trends and giving his fans access to exclusive behind the scenes content.
  31. 31. Our CTO’s Doorbell camera Sends him and his wife a photo when the doorbell goes off Instant notifications Using the same bot, he can also control the lights in his house
  32. 32. Axwell / Ingrosso 99% read rate on broadcast messages Sending fans personalised content such as personalised images at New Years Eve Broadcasts to announce new merchandise and songs
  33. 33. How can you make a bot?
  34. 34. Custom development Microsoft Bot Framework IBM Watson Twilio wit.ai
  35. 35. Code free bot platforms Motion.ai Chatfuel PullString The Bot Platform
  36. 36. The process of building a bot Analyse and monitor how people are using your bots. A content management system to update any keywords and messages. A broadcast system to send messages out to the opt-in audience.
  37. 37. Tips and Tricks
  38. 38. What is AI? AI is artificial intelligence “The ability to acquire and apply knowledge and skills.” As soon as a machine learns for itself, you lose control. Do you really want AI?
  39. 39. Don’t make a “chatbot” “Bots are better without conversation” Ted Livingston, Kik “More structure, less conversation” Mikhail Larionov, Facebook No one wants to “chat” with a bot
  40. 40. Buttons are easier than typing Obvious when you think about it On mobile, typing is way harder than tapping buttons
  41. 41. Don’t bore the user Don’t auto-reply on unknown command Don’t spam with content
  42. 42. Monitor, monitor, monitor Monitor how people are using your bot Check for ignored messages
  43. 43. Recap
  44. 44. Ultimately, there are two types of bot Subscription Push based messaging Distribution of content in a timely manner tailored to the recipient Service Pull based messaging Allowing the user to request content / support when they wish
  45. 45. 1 Billion + Facebook Messenger dominates the western world
  46. 46. Iterate & experiment
  47. 47. Bots are already driving real business value Don’t wait for the “killer” bot, there is no such thing Bots are already making businesses money Bots are already saving businesses money
  48. 48. Thank you for your time! Get in touch https://thebotplatform.com https://m.me/thebotplatform syd@thebotplatform.com skype: sydlawrence

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