Chatbots & Virtual Assistants: The Age UK storyRob Mansfield: DMWF – 19 June 2017

I’M NOT AN EXPERTI’M NOT AN EXPERT

A chatbot is a computer program that carries out a conversation using text or audio

What is a chatbot?

@robram

Some terms you might hear include ‘chatterbot’, ‘personal assistant’, ‘talkbot’, ‘bot’ or ‘Virtual Assistant’

What else are chatbots called?

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Why use a chatbot?

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Time

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4 min saving per enquiry*

*Juniper Research 2017

Money

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2017: $20m saving

2022: $8bn saving*

Juniper Research 2017 @robram

Customer experience

@robram*Juniper Research 2017

70% of current chatbot interactions are failing

70% of current chatbot interactions are failing

By 2022, 75% of interactions are expected to be successfulBy 2022, 75% of interactions are expected to be successful

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Before we really got going…

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And we tested

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We found a partner

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10 things you need to know about building a chatbot

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1. Most people don’t understand what a chatbot is

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When I told everyone I was working on a chatbot I got responses like: “You mean like those things that you could talk to on AOL when you were bored?”*

*Taken from Emotional Design For Chatbots

A chat-what?

Why on earth would I use one of them?

2. Bots may look simple…

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Bots have the illusion of simplicity on the front end but there are many hurdles to overcome to create a great experience.

Shane Mac, CEO of Assist

3. People can’t type/spell very well

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Whem can i get a pention? missold moraqe

how to licaCan I avoid this buy making a will trusting my home to my children ?

4. You can NEVER answer everything

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Can you advise on how we go about selling shares. we have held the shares for many years but are not sure how best to sell them.

Am I entitled to dentures if living in France and returning through the year to the UK?

What vacuum cleaner can be used that does not need lots of strength?

I am looking for a 2 bedroom property in Gravesend

5. Always give yourself an escape route

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6. You’ll need to dedicate time & resource

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7. Think linear

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…but not too human8. Make your bot sound human…

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9. Real ‘chat’ bots are a long way off

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This is absolutely stupid that I cannot get through to you

I have already asked my question

Is anyone there?

10. Make sure you know what ‘success’ looks like

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Has it worked?

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Thank you. Questions?

Rob Mansfield@robram

rob.mansfield@ageuk.org.ukSlides: bit.ly/ChatbotRM