Bots are loving you
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Transcript of Bots are loving you
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Corey Szopinski | VP / Executive Creative Technology Director
bots
loving you. 4/15/2016
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chat bots are radically changing how brands
and customers interact.
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chatbots:conversational interface.
quartz news app ->
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2 forces are combining to form a perfect
storm (and opportunity)
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1. Messaging app growth
Line, Kik, Messenger, whatsapp, etc
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2. Machine learning / AI
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gen1 bots looked like this: simple query/response
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But new tools + cloud services enable more
sophisticated interactions
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“bots are the new apps”—Satya Nadella, CEO Microsoft
March 30, 2016
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Microsoft Bot Framework helps create conversations in Skype, Slack and
Outlook
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Google has added neural-networking in the cloud, based on TensorFlow.
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And Facebook announced a major bot strategy inside Messenger.
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Example experience: ShopSpring
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Chatbots shift the shopping experience from browsing
(web/retail stores) to recommendation.
Bots learn about you, much like a trusted friend or personal
shopper
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facebook M: the future of the chatbot
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Facebook M is a hybrid AI+Human
concierge.
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And because Facebook integrated P2P payments into messenger in 2015, users are
becoming habituated to spending through messenger.
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Highly disruptive: Payments + Concierge
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Facebook M (and services like it) may
displace e-commerce as we know it
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Bots are everywhere
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kik botstelegram botsTwitter botsSlack bots
Tweet bot example: DeepDrumpf is an AI trained on Trump’s past tweets and now generates new tweets using his vocabulary and sentence structure.
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TacoBell Slack TacoBot
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Alexa, open Dominos
Alexa, tell Pandora to play thumbprint radio.
Alexa, what’s in a Negroni?
Alexa, how far is Shanghai?
Alexa, tell Wemo to turn off the living room light.
Alexa, ask KidsMD about fevers
Chatbots aren’t just text based
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Alexa, ask Campbells kitchen whats for dinner?
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Two minute history lesson
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Alan Turing
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Alan Turing
Father of the modern computer
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Alan Turing
Thought experiment: “The Turing Test”
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Alan Turing
If a human in one room has a conversation with a computer in
another room and can’t distinguish if it’s human or not, then that system is
considered artificially intelligent.
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Alan Turing
No computer passed the Turing test for 64
years.
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Alan Turing
In 2014, a system named Eugene
Goostman passed.
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Alan Turing
We are now in a new epoch of human
evolution: the AI era.
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How chatbots work
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1. Natural Language Processing
Takes unstructured text and isolates the component parts:
intent, action, object, when, etc.
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NLP: Natural language processing
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2. Machine Learning
Given intent, anticipate the correct solution based on past successes to similar patterns.
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Machine Learning
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implication:brands can now communicate one-to-one with customers
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implication:strategic positioning no longer needs to target the fat middle. We can now be relevant to all customers… even the ones on the edges.
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opportunity:brands need to identify moments of being most useful or entertaining, and engage customers there. One on one.
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creatively:how can dialog surprise and delight?
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creatively:what is our bot’s personality?
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other examples of AI
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Microsoft Tay: a bot that learned horribly wrong.
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AI is popping up in gmail, with a one-click reply.
<- generated by AI
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AI systems can determine emotion from faces
Bots aren’t limited to chat interfaces.
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And objects in a photo
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And even read your pulse by looking at a vein in the forehead
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As a result, bots can learn from your photo feeds, or respond to live video.
Imagine a skype video call with your bot.
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Summary
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Bots are quickly coming of age, and the innovation is accelerating.
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Brands need to consider their bot strategy, which is defined by 3 considerations:
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1. Shift focus from broadcast messaging to one-on-one engagements
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2. Identify own-able moments in a customer’s day, and add utility or entertainment
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3. Define the unique personality traits of your bot and then customize it to each user by learning their preferences.
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Corey Szopinski | VP / Executive Creative Technology Director
bots
thanking you.