ISTA 2017: Practical Chatbots - Technology Overview with Real-Life Stories

16 – 17 November, SofiaISTACON.ORG

Practical Chatbots: Technology Overview with Real-Life Stories

By Vassil Popovski

CEO & Co-founder

What is a Chatbot?

Chatbot is a computer program designed to simulate conversation with human users

The First Chatbot?

Eliza – created by MIT in 1966

Chatbots Now?

More that 200K chatbots available as of November 2017

Desktop vs Mobile

Social vs Messaging

Apps Usage is Declining

Apps retention curves

Messaging is Where People Are

Fish Where Fish Are

Messaging is Where People Are

What Users Expect from Messaging Channels?

• Natural language dialog• Real-time, personal, actionable engagement • Fast, convenient product discovery and an entertaining

customer journey• Frictionless experience

Chatbots / Chat Apps are the only scalable way

to efficiently utilize messaging as a new channel to interact with customers

Demo 1

Typical Chatbot Architecture

Viber Server

HTTPS server

HTTPS client

Chat Bot

HTTPS client

HTTPS server Dialog Engine

NLP Engine

Database

Integrations

JSON

JSON

Viber Server

HTTPS server

HTTPS client

Chat Bot

HTTPS client


NLP Engine

Proxy Bot

HTTPS client

HTTPS server

JSON

JSON

JSON

JSON

How to Test a Chatbot?Option #1


Viber Server

HTTPS server

HTTPS client

Chat Bot

HTTPS client


NLP Engine

FakeViberServer

HTTPS client

HTTPS server

JSON

JSON

JSON

JSON

Chat Bot

HTTPS client


NLP Engine

Fake Viber Server

HTTPS client

HTTPS server

JSON

JSON


Chat Bot

HTTPS client


NLP Engine

Fake Viber Server

HTTPS server

HTTPS client

JSON

JSON


Demo 2

What Chatbots are Useful or?

• Sales / Pre-Sales• Customer Support• Marketing / Re-Marketing• Customer On-Boarding

• And basically everything that involves customer interaction at scale

Demo 3

Lessons learned

• Don’t pretend do be a human – the bot will fail the Turing test

Lessons learned

Lessons learned

• Don’t pretend do be a human – the bot will fail the Turing test• Use UI aids to enhance the user journey (Buttons beat the AI)

Lessons learned

• Don’t pretend do be a human – the bot will fail the Turing test• Use UI aids to enhance the user journey (Buttons beat the AI)• Expect everything from users

- Неискам да се целуваме а най сериозно и отговорно ви каня да заповядате при нас като официален гост на който да предложим от изисканата ни кухня

- Абе тъпак кво ще се целуваме бе имам съпруг, на 24 съм

- Имаш ли телефонен номер- Да си кажа ли телефонният номер да ми

звъннеш- Ади де кажи си телефонният номер

- Как пишеш толкова бързо

- Чао че ми писна да си пиша с идиоти

- Олелеле кажи на създателя ти да те поправи

- ЧЕ ТОГАВА КАК ПИШЕШ НА БЪЛГАРСКИ ЕЗИК, КАТО НЕ МЕ РАЗБИРАШ?

- Имаш ли номера на стокила

Lessons learned

• Don’t pretend do be a human – the bot will fail the Turing test• Use UI aids to enhance the user journey (Buttons beat the AI)• Expect everything from users• Chatbots are not apps. They require different UX

Lessons learned

• Don’t pretend do be a human – the bot will fail the Turing test• Use UI aids to enhance the user journey (Buttons beat the AI)• Expect everything from users• Chatbots are not apps. They require different UX• 100% customer support automation is still not possible. Human

handover is important

Lessons learned


handover is important• Serverless is the right architecture for bots and it scales well

Viber Easter Bot

• 6 countries – BG, GR, HU, HR, SR, RU

• 2.5M unique users for 1.5 week

• 80K concurrent users at peak usage

Lessons learned


handover is important• Serverless is the right architecture for bots and it scales well

16 – 17 November, SofiaISTACON.ORG

Thank you!

[email protected]

www.connecto.ai

ISTA 2017: Practical Chatbots - Technology Overview with Real-Life Stories

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