chatbots: the age uk story
TRANSCRIPT
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?
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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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