Video of the webinar: https://www.youtube.com/watch?v=6SsaMH4C5Uo
The business world is abuzz with chat and chat bots. Facebook Messenger and autonomous messaging bots are changing how businesses communicate. We have to get a handle on messaging bots and chat for business now, and there is no better person to help guide us than Chris Messina.
In this exclusive webinar Chris will discuss his vision of messaging and conversational commerce. Chris is a leading innovator in the messaging space. His personal messaging bot Messina Bot and discussions on bots, messaging, and conversational commerce are paving new ways for the future of business.
Chris Messina is a long-time tech thought leader and is credited as the inventor of the hashtag. Chris' current passion "conversational commerce" challenges our thinking of how we will be doing business in the future.
https://www.infobip.com/en/resources/webinars/chris-messina-on-the-future-of-messaging-bots-and-chat-for-business/
The future of Messaging Bots and Chat for Business
1. The future of messaging bots
& chat for business
@ChrisMessina
Infobip Webinar March 22, 2017
2. Known for
Inventing the hashtag, product hunts
Companies
Uber; Google; Mozilla
Skills
UX & product design, marketing,
social media, developer relations,
platform strategy
3. Appeared in
Wall Street Journal, New York Times,
Washington Post, The Information,
Backchannel, Business Insider, Wired
Speaking
MobileBeat, SXSW, SapientRazorfish,
Future Decoded, Slush, APIDays
8. “Utilizing chat, messaging, or other natural language
interfaces (i.e. voice) to interact with people, brands, or
services and bots that heretofore have had no real place
in the bidirectional, asynchronous messaging context.”
9. “Evolving from simple social conversations to
business-related conversations.”
—Mary Meeker, KPCB
12. Messaging is the killer mobile app
Source: companies, BI IntelligenceMonthly active users for the top four social networks and messaging apps
Big 4 social networking apps
Big 4 messaging apps
MILLIONS
3,500
3,000
2,500
2,000
1,500
1,000
500
0
Q4 '11 Q1 Q1 Q1Q1 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3
13. Messenger was the most downloaded app in 2016
#1
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
14. We’re #trending!
Source: ubisend Ltd 2016 Mobile Messaging Report
63.9%
of consumers agree with
the statement “Businesses
should be available and
contactable via messaging
applications”
49.4%
of consumers would rather
use a messaging app than a
phone call to communicate
with a business
41. • 📲 Massive UX improvements in tech products
• 📉 Friction and access costs to the internet
• 📈 Speed of computing
• 📈 People online (*demise of “offline”)
• 📈 Spread of technology into all facets of our day
• 📈 Casual, familiar relationship with technology
• 🤖 AI assistants being invited into our lives
• 🚸 Children as leading indicators of “🔜 normal”
Macro trends ∴ new assumptions
42. No Such Thing as Offline
By Justin Barber
Illustrations by Sehee Lee
design.google.com/articles/digital-natives
46. Some terms
AI
when a machine
mimics “cognitive”
functions
Neural Network
a programming
paradigm inspired
by biology that
enables computers
to learn from
observational data
Machine Learning
ability to “learn”
without explicit
programming
Deep Learning
algorithms that
learn complicated
concepts by
building them out of
simpler ones
NLP/NLU/NLG
interaction between
computers and
humans using
(natural) languages
47. Some terms
Bot
an autonomous
program on a
network
Chatbot
a bot that uses
human language to
communicate
Skill
a capability that an
AI Assistant learns
or obtains
AI Assistant
a chatbot that performs
tasks or services for an
individual
48. Some terms
Bot Platform
a computing
context that can be
extended by third
party bots
Voice Platform
a voice computing
context that can be
extended by third
party bots
49. Categories of Facebook bots
Brand
promotes a
commercial or
corporate entity
News/New Media
provides timely and/
or topical content or
media
Customer Service
access to help,
feedback, and
account assistance
Commerce
sells products or
otherwise focuses
on transactions
50. Categories of Slack bots
Information
Retrieval
promotes a
commercial or
corporate entity
Internal
Operations
provides timely and/
or topical content or
media
Workflow
Automation
access to help,
feedback, and
account assistance
Customer Support
sells products or
otherwise focuses
on transactions
51. • Immediacy: respond in < 10-30 seconds or else: frustrated users!
• Operations: operators can have up to 3 concurrent chats w/o affecting performance
• Always on: don’t recreate voicemail on messaging!
• Forgetful: conventional chat sessions lose context — don’t do this!
• Isolation: live chat is often disconnected from other contact points, confusing customers
Challenges of conversational UI
52. • Immediacy: speed for the EOD Generation (everything on demand)
• Authenticity: supports natural language, in your customer’s words
• Two-way communication: 1:1 messaging
• Hybridization: humans in the loop, fronted by bots
• Continuous context: combine people + system knowledge for 360° view of customer (i.e. with sign in)
• Frictionless onboarding: nothing to install; most users have messaging apps
• UI consistency: people understand messaging; no new app UI to learn
Benefits of conversational UI