CHATBOTS PRODUCT DESIGN• Facebook Messenger • WeChat • Viber • … (and many more) • web...
Transcript of CHATBOTS PRODUCT DESIGN• Facebook Messenger • WeChat • Viber • … (and many more) • web...
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CHATBOTS PRODUCT DESIGN
How to train your own bot
@davidmenger
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WHAT IF THERE IS AN EMPLOYEE, WHO…
• available 24/7
• remembers everything they learn
• strictly follows the rules
• stays calm under the pressure
• never leaves your company
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WHAT ARE YOUR EXPECTATIONS?
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DRIVING EXPECTATIONS
• it's important to set expectations with suggestions
• quick replies moves conversation forward
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START WITH A DECISION TREE
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ALWAYS HAVE A FALLBACK
• there are always missing interactions
• bounce user back to the context
• what the bot can’t answer, the customer care agent can
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KEEP BUILDING MICRO-INTERACTIONS
• let your bot continuously learn new interactions
• when the interaction is missing, trainer evaluates the opportunity and teach the bot
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MACHINE LEARNING HELPS TO UNDERSTAND BETTER
“Augmented inteligence where machines & humans work together will become pervasive”
- Steve Ardire, AI SW Advisor, Meelo Logic
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IT’S THE CONTEXT, WHAT MAKES YOUR BOT SMART
• not the artificial intelligence, but context makes your bot smart
• the more information about user you use, the better experience you make
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THE MOST MEASURABLE EMPLOYEE YOU EVER HAD
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NOT ONLY TEXTUAL CONVERSATION• images, Videos, Recordings
• locations
• links
• many Facebook templates
• general template carousel
• buttons
• lists, receipts
• … (and many more)
• for everything else there is a webview
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NOT ONLY FACEBOOK MESSENGER• messaging platforms
• Facebook Messenger
• Viber
• … (and many more)
• web chat
• in-app chat
• voice in the future
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START WITH MVP, TEACH NEW SKILLS CONTINUOUSLY
• release a single purpose bot first
• track and analyse users behaviour
• keep expanding the bot skills and micro-interactions