Digital Trends for 2017 - what is happening with chatbots?

1. Digital trends 2017
Bart De Waele
21/02/2017
Beyond the Bots

2. Hi! My name is Bart.
I work for
digital agency .
Also on : @netlash.

3. We often think about technology in sci-fi terms.
Digital trends …
While we forget to look back at how tech from
the past changed our behaviour.

4. I’ll illustrate with a story.

5. I worked at a bank
end of the 90’s.

6. Do you remember the 90’s?
We still used these.

7. I had to visit lots of clients
in unknown places.

8. Remember these?

9. I prepared the night before
by printing out lots of route descriptions.

10. The information comes to me,
frictionless, the moment I need it.

11. My behaviour changed,
induced by technology.

12. First we change
technology,
then technology
changes us.”
“

13. First we change
technology,
then technology
changes us.”
“
So don’t focus on technology,
but on tech-induced behaviour change.

14. NY, 5
th
Av., 1900 NY, 5
th
Av., 1913
Technology moves lightning fast

15. But however much
technology changes
us, some human
behaviour stays the
same.

17. 1
2
3
4
5
6
1. Technology is
getting smaller and
closer to our bodies

18. Television Computer
SmartphoneTablet
Movie Screen

19. Electronic
tattoos?

20. Electronic tattoos?

21. What if the screen is inside our body?
What if the sensors are directly connected?

22. What if the interface is not glass
we have to carry?

23. RFID chip implanted?

25. Smaller and closer
to our bodies
‣ smartwatches, glasses,
wearables?
‣ smaller communication
‣ portals > sites > posts >
tweets
‣ mobile first > mobile
native > mobile only

26. 1
2
3
4
5
6
2. Mobile first

27. 7.6 billion mobile subscriptions
7.3 billion people on earth

28. The desktop is the idiot brother of
the smartphone.

29. 1
2
3
4
5
6
3. The internet is
becoming invisible

33. 1
2
3
4
5
6
4. Technology is
learning
how to see

40. Computer vision
Biggest upcoming technology trend for coming years

41. 1
2
3
4
5
6
5. Technology is
getting
smart

43. From ‘calling a place’ to ‘calling a person’.
“Car, bring me to a medium-priced restaurant, but not Chinese.”

44. Cars could be the search engine for
the physical world.

46. (small side note)

47. We need to talk about ethics
in technology

48. Robert Moses

50. The trolley problem

51. Ethics will be designed inside
our technology.

52. ‘Ethics’ will replace ‘Purpose’
as the big hype-word
for brands in 2017

53. So don’t focus on technology,
but on tech-induced behaviour change.
‘Ethics’ will replace ‘Purpose’
as the big hype-word
for brands in 2017

54. So don’t focus on technology,
but on tech-induced behaviour change.
‘Ethics’ will replace ‘Purpose’
as the big hype-word
for brands in 2017
(more ‘wishful thinking’ than ‘trend forecast’…)

55. End of side note

56. 1
2
3
4
5
6
6. Technology is
starting to talk
to us and to
themselves

58. Xiaoice

59. Tay.ai

60. Amazon Echo

61. donotpay.co.uk

62. 3rd Era of the
Internet …

63. First era of the
internet
‣ desktop internet
‣ 1 CPU per family
‣ unit of information = web
page
‣ humans talking to
computers
‣ dominated by Google
‣ paradigm: search

64. x 10

65. Second era of the
internet
‣ mobile internet
‣ 1 CPU per person
‣ unit of information = status
update
‣ humans talking to humans
‣ dominated by Facebook
‣ paradigm: stream

66. x 10

67. Third era of the
internet
‣ internet of things
‣ 10 CPU’s per person
‣ unit of information =
implicit/invisible
‣ computers talking to
computers
‣ dominated by ?
‣ paradigm: chat

68. 3 era’s of internet
Era Desktop internet Mobile & social Internet of Things
CPU’s 1 CPU per family 1 CPU per person 10 CPU’s per person
Communication humans 2 computers humans 2 humans computers 2 computers
Unit of information webpage status update implicit
Dominant player Google Facebook dominated by ?
Paradigm search stream chat

69. age of search
age of social
age of chat

70. We’re moving to chat platforms very quickly

71. Chat will be the next big
platform.

72. www.digit.co

73. donotpay.co.uk

74. www.getrhombus.com

75. www.luka.ai

76. www.x.ai

77. Quartz

78. WeChat

80. Big opportunity.

81. Personal smart agents
‣ companies are moving to bots
‣ people will need bots to manage this…
‣ bot-2-bot negotiations

82. We already have bots negotiating for us.

83. Take away the friction of ‘buying’.

84. Bots negotiating for us …
‣ energy?
‣ mobility?
‣ jobs?
‣ attention?
‣ food?
‣ …

85. Get comfortable with bots.
Start practising.

86. ‘Bots’ are (for now) 3 different things
1. channel: chat platforms
2. form: conversational UI
3. content: artificial intelligence

87. 1
2
3
1. Channel
Chat platforms is where people are now.
Be there.

89. 1
2
3
2. Form
Not necessarily bots; SMS, E-Mail, …
Conversational UI

90. 12:30
Alle vragen en antwoorden
Sarah 10:13
Hoe ziet mijn
werkdag eruit?
Is ervaring
belangrijk?
Stel een vraag!
Goeiemorgen!
Kan ik ergens mee helpen?

91. 12:30
Alle vragen en antwoorden
Sarah 10:13
Goeiemorgen!
Kan ik ergens mee helpen?
Hoe ziet mijn
werkdag eruit?
Is ervaring
belangrijk?
Stel een vraag!
10:14
Hoe ziet mijn werkdag eruit?
Sarah 10:14

92. 12:30
Alle vragen en antwoorden
Ha! Dat is het leuke aan
huishoudhulp: je krijgt veel
vrijheid.
Je bepaalt zelf welke dagen
en uren je wil werken.
Meer weten?
Waar
solliciteer ik?
Hoeveel
verdien ik?
Sarah 10:14
10:14
Hoe ziet mijn werkdag eruit?
Sarah 10:13
Goeiemorgen!
Kan ik ergens mee helpen?

93. 1
2
3
3. Content
Too Soon. Make it smaller, more specific.
Artificial Intelligence

94. What you should remember:

95. What you should remember:
‣ focus on behaviour of people, not on technology
‣ technology gets smaller, moves to invisibility
‣ technology is getting smarter, learning to see
‣ chat will be the next big platform
‣ there’s an opportunity for smart agents
‣ bots are (for now) channel, form and content

96. Start practising with bots.

98. Questions?
Questions?
bart@wijs.be
@netlash