How is the space evolving, emerging trends, etc.



Transcript:


Our panel today. We have a great panel. I mean from analytics to design to building bot. So you're going to get the full overview from each specific part of these people that are in the ecosystem. So again, my name is Joseph Holguin.

I'm the co-founder of smart Loop where a bot platform and live chat platform to help you automate your customer service and marketing and I'll go ahead and let each of the panel introduce themselves. Hello. I'm Stephen and from Mercury II. We also about building platform. We are aiming to do a basically very smart conversation part of the things we integrate our own NLP. So I think very similar in a way also very similarities to what Alex talked about in brother. But we are more focused to the business user not so much to the dolo infrastructure developer. Hi everyone.

I made care. I'm co-founder and CEO of personal things. It's a conversational analytics platform for conversational products and we are supporting more than 13 messaging platforms. Yeah, that's it. Hey everyone. My name is Henry. I'm an account executive at - pot and a dashpot. We are an analytics and optimization platform for any conversational interface.


So on the chat side that includes Facebook SMS web and mobile and then we also support voice experiences like on Amazon Alexa and Google home. So not only do we provide insights like identifying your user abandonment your unhandled use case as well as conversion tracking. We also help you with the optimization and improving the future performance of your chat bot. But by providing you the necessary and training data and so we have over 70 billion messages process up to date and I have over 18,000 Boston skills currently on the platform. Hi everybody. I'm Victoria from bot Society where a design tool for a chat and vice basically creative people can come up with the best interaction possible. And then you can hand it over when you're done with your design to your engineering team that can use any technology down the road rasa dialogue flow. I bought some they can they can pick whatever quick question.

How many of you have ever received the email that said we Toria from bot Society in the room because I'm always on them. I see some hands that's amazing. Thank you guys. Hi everyone. My name is sander. I'm co-founder of flow AI flowise another conversation II platform. We really focus on making it really easy to quickly iterate quickly get something live and then collaborate with your team on designing conversational AI Solutions putting them live on different channels training the AI and doing content management within the platform. We're also focusing on letting you broadcast messages.


So make it campaigning main campaigns and doing customer service. Okay, great. So as you can see we have just a wide range from building Bots design bars analytics So based on your experience. I think a lot of us have been in this industry for about three years. Now. Where do you see the ecosystem going and what use cases? Do you see chat Bots winning it? That's a start. Well, yeah, let's talk to the analytics guys first. Yeah, I can started especially if compared to last year.

I'm seeing a lot of Enterprises cases for the last three years Choppers are failed a lot. But what I see on Enterprises, especially with on-premise Solutions is getting hotter and we're mostly giving her an old text to software as a service. So little messenger Google home. I'm a masonic symbols and although Enterprise side. We are giving is on-prem and what we see especially on the bank's telcos and the insurance side. They're really good deals and with help of Russia and other tools, they're building really nice both experiences. And the thing is this failed last two years and they will get a lot of experiences on that. And right now they can put their budgets according to that and they can put their team efforts according to that and they will tear balls in that presence.




I think any so yeah in the past few years NLP has definitely improved we're starting to see more bodybuilders starting to really invest in more robust body experiences, utilizing NLP, utilizing intense and steering a little bit away from the form the rule base decision tree models now, Instead with the use of nou NLP a comes the importance of optimization in order for you to have a successful NLP engine. You need to be constantly feeding IT training data improving your intense and improving those in ten models over time. So we've seen a lot of increase in popularity of using an analytics layer to help supplement that and provide that training data and that being said we've also we've also seen a big explosion in customer service and support use cases across the Enterprise, especially on the chat side and more on The Voice side. We're starting to see more traction in brand engagement as well as e-commerce. Yeah, I think the experience match for us. So we're designed tool. So we see the projects that are going to get out and like six months versus like iridium production. So it's kind of like the other way compared to analytics.


We see a lot of use cases that are more relative to lead generation when I see when I say we see it's because I am It's not like we can tell from like the database or stuff like that. But that's the main thing and then in terms of new designs, there's a lot of interest in multimodal experiences around Vice and again on your website then all your mobile application. So not not a lot of new projects on existing platforms, like slack and messenger but more on your own experience, especially about customer support and Legion. I think one of the other things that is interesting is the further professionalization of the space like Alexander also mentioned. I think what you really need to have as a company is really a team that is dedicated to do the conversational AI development. If you compare it to the evolution of websites, like in the 90s, you would have a webmaster who would build a web page. I think with Bots. It's been the same guy give one guy who just now is bit of a hopping around making a boat and now you're really seeing these the successful use cases have teams copywriters developers designers.


You name it? We're really collaborating together with each other to build this bot and also see that my own background is in NLP. So I find NLP very of course for chapels. It's a must-have good and happy but I also see that you can mix it up with other conversational UI elements like buttons or multimedia. And I'm seeing a lot of more smart Solutions in that space that are combining multimedia in smart ways. I think what we see from our customers or customer requests to set things have changed in a way that in the beginning. It was just important to have a bot or if I have something on an ex arugula home and now basically every conversation we have is around Kpis, it's about kpis that are better than the way of doing it currently and then basically again can run the whole whole gamut of kpis that you do have in digital marketing and you can go from customer acquisition cost. You can go to click through rates to completion of forms to to all the way to to maybe if you're going to the customer service side 222 time time to close the ticket or cost to close a ticket, but I think that is a major major point that in the beginning. It was just important to have some kind of butt and be part of that hype and away and today every conversation is around which kpi you want to improve and what time and what are the expectations the ROI.

So I think that case the industry is changing that we are much more under the Typical business kpi decisions. No, definitely. So I think we're coming back to is we're seeing that we're really focusing or the industry or the ecosystem is focusing a lot more on sales marketing customer service. So do you guys have any examples some real life examples where some of these Bots are driving business results for some of your users or clients? I can I can give an example we're working with some banks and one of the bank's they're supporting to chat Bots one is in their website. And the other one is in their mobile phone.


So on the mobile phone side, you can send any kind of money to your friends just in a voice side and on the website, there must is a customer support. They're shifting like 5% of their law to own the customer support on the website to the chat bot is most of the FAQ chatbot, but you can ask the interest rate on those kind of questions to a chatbot and it answers and I think this is a perfect case what I see till today on the bank side and a to chat bot. Perfect.

Well in one is in customer support of what is in the interaction side sending money those kind of interactions here. Yeah, I can add onto that. So some of the verticals that we've seen utilizing the customers or bought are in banking Finance Insurance retail as well as software. So anywhere where there's a high level of communication with the End customer and what were the business typically starts is by automating those simpler use cases occur mentioned FAQ related use cases. I like to call them like level one use cases or typically uses that can be resolved within five to six turns of the conversation. So starting by automating those simpler responses and then being able to drive down that live agent cost reduce the reduce the amount of live agent sessions and then one more like one of the more unexpected benefits that we received was the actual increase in customer satisfaction score by utilizing the chat Bots and this could be due to a number of reasons. It could be perhaps the 24/7 support of the chat Bots or it could be because the agents now get more time to spend on the more complex and harder. Things or maybe it's just because people are more comfortable telling the bought their embarrassing questions.


Yeah, I think from our point of view. We have seen success in the small design teams tackling a very thoughtful use case. So basically the most success that we've seen is when before deciding. Okay, we're going to do this use case or these other use cases spent some time in figuring out is that the best thing to start from and even if it's not like the giant bot that will do everything it will start from a very compelling use case. So an example like a classic example, maybe taking the existing conversations in the company in figuring out. The most burning questions Alton time sensitive Manner and just by addressing that you usually drive way more weigh less requests or you decrease the workload on your side and at the same time NPS score as you were mentioning goes up, which is a great combination. And so we see this across the board on different verticals Healthcare is one of them Financial Services as somebody already mentioned but also Transportation. So those are three areas where the product and services are complex enough that you need to interact with your customers in a meaningful way and for so that's one of the things and then I think the other side that we see is a more longer-term projects where the development and design is going to take more time and it's more dip questions on like can we completely replace? A drug for example with conversation and that's going to take more time to see if it pays off by the proxy metrics that they get even now are very interesting.


So I guess we're seeing a very similar results across the board, but maybe you know, I think the customer service space. So one of our clients is Samsung in Europe there but they've been doing most of their customer service through Facebook Messenger now and I will fly out if they've tried to automate part of that and yeah, as you also mentioned are really focusing on these kpis, like they're not necessarily focused on getting the cost reduction, but they want to have the best experience for their users at any time that they want to communicate but I actually saw that they could reduce their customer service ftes by 25% but they were still getting 20% more messages that they could handle and also similar to what's been said here is that actually the customer satisfaction went up so they're very pleased with this result and they are actually Expanding because like they started with a few processes and now they're trying to automate more processes. So to give you an idea one of the process that they also are going to automate in this chat board is for instance repairs. So if you have a broken phone from the moment that you report the like that it's broken to the moment that you actually pick it up or get sent back by the by the repair service. It's all automated. So this chat bot. So that's what they are really focusing on automating more and more of these processes. Without rephrasing all the answers yet before I think I would just want to add one thing that just using a bot for a certain use cases gives you the opportunity to reach audiences that you would reach.




Otherwise, I think that is one thing we learned with two clients of ours and what are the use cases? I would present later on so I wouldn't want to take it too deep now, but in the other case, we have a thing that having conversations with your audience as a brand happens in a lot of channels, but for some channels the bot would be just the one where you would reach younger audiences best. So then whatever you do with your audience that is the place where you can do certain things in a way that engages them, right? So I think that is also one thing that we learned. Okay, so we talked about where they go system is now let's talk about where it's going. So I think Stefan mentioned maybe in his keynote three years ago. We kind of thought well that's going to take over apps. There's not going to be apps we're just going to have all these Bots that's maybe not the case now that we're seeing these business use cases come out. So, where do you guys? See pots going and how do you see this kind of changing inside of a business when it comes from getting it approved getting a developed and getting a deployed inside a business think that is this is probably the most Grace change except for energy over the past three years. I think we started out as a kind of a playing Ground for all the Innovation departments and the large companies and you could basically just do a lot and everyone was happy.


And now as a category, I think this is holds for the building platforms for the analytics and all the tools involved is that you now have to answer all these typical questions that I T buying Apartments was bother you with and then you would have to yeah. Well basically you are maturing your as a category where we're more up becoming the same like content Management Systems Erp systems are all these so yeah, I think it's a good sign in terms of proof that there is enough business impact to it. But at the same time we have to have to deal with stuff we didn't have to deal with three years ago. Yeah. I think we will see their cases in our lives more are rigid way like last year their world. 20,000 skills in Amazon like so right now six six two thousand and in a real case if you look at like in BMW 1 series or merge this a series you can talk the voice assistant and you can say hey hit my seed up and navigate me to their or call my mom and it's a real life example some riding in a two to three years. We will see this these kind of cases a lot. Yeah, I think the use cases that are really going to stick around in these next coming years are going to be the use cases that have a measurable Roi so in customer service, you can measure escalation containment understand what what is the level of conversations that you're able to automate and tie some type of savings or value to that Bots or that use case for sales for marketing.


You can look at the number of leads or number of sales. Have you created and get a type of measurable Roi off of that and that's typically with the measurable Roi that's when the team and that product can actually get the funding to push it into a business unit. And those are the use cases that I see really staying with us in the next couple of years. Yeah, what so I think what were actually seeing is companies switching from thinking about a chat pod as one channel to think about their company agent as an abstract idea that Dan can be delivered through watch out on the website and voice and like the Google system to relax or the mobile app etcetera. And so you basically end up with an virtual brand agent that has his own personality and his own I would say principles and then the organization declines that in different use cases and different platforms and we're really seeing them some of the most Innovative companies having this issue were like they want to tackle a lot of different use cases, but they need kind of like a centralized idea of how the brand is going to be a Persona on some level and that It's very exciting from our point of view given that the devices and the ways that you can you know, talk with folks are actually multiplying and the rate at which people use this new interfaces is going up. So like especially for voice only devices or like I like so the Google Assistant like there was an adobe survey where like 70% of the people who have one use them daily or more. And then at the same time we've seen customer expectations in that going up. So like if I've been speaking with a company yesterday via email and then I go on the website.


I expect to have the same consistent Persona and experience in the in the in the Eastern Chad. So we're going to see this this trend where like we go from thinking about a single chat Bots like a single activity to a more overall overarching kind of like brand Persona. That's what we see. Yeah. So to just to add a little oil to the previous comments. I think the truth the two main factors that are going to drive chat pod adoption area, I think like business process automation. I think that that's one of the things especially in customer service this what kind of processes can be automated using for instance chat Bots and the other one is just like conversion if you look at marketing, of course, if you if you compare chatbots to email campaigns or even text Messages as they were sent out earlier you see that conversion is way higher. So that's going to drive I think a lot of adoption in that area and I think one of the big unknowns and that's something I also don't really have an idea but maybe you guys have is the what voice is going to bring like what is going to happen in the void space? Because for it to be to be fair, I don't really see a lot of very interesting use cases in the void space yet, and I'm very curious what's going to happen there.


Okay, great. So, yeah, so now you've got a real good overview of where we were where we're at now and where we're going. So we're going to go ahead and open it up to some questions and definitely feel free. These guys have a lot of ranging experience from again designed to analytics to actually building it. So looking forward to your questions preguntas, but primero, let's clap not just a normal clap but a clap times one, two, three, four, five six and then like a half for Steph on bringing together for that. That was good. That was good. Here we go.


Sorry, Stefano me half for you. Any question, okay. She's got a laptop and everything. This is serious. We've heard some of the good stories. I'm curious if anyone could talk about unintended consequences that you guys have observed seen in your experience dealing with bought so voice interfaces. So if I understood the question is about unintended consequences bad Bots. Yep.


Okay at bots so I can share something. So I think on the for example and non-device side, but also on the Shad one of the things that we see is that the way that you design the conversation turns up personality is going to have a lot of consequences for the user experience. And so if you don't control the Persona properly two things may happen. So the first one is that you set the wrong expectations and I can make an example if your career is about that and then the second one is that you're conveying a brand especially Brand values which may be off compared to the rest of the experience. So for example, if you're building a personality that is to I would say friendly to apfel people will start to ask more personal questions and then may be fun, but in may not be what you want. And so when you start off, you're always like oh, you know, we need to be extremely friendly, but it may not exactly be what you want and most of the times you don't in the same way that say when you go and Buy a plane ticket the counter you don't want the person on the other side to go. Like hey, dude, I was going like that would be kind of weird even though it's friendly right. It's kind of like the same thing.


So the personages the first is has this aspect and the second one is expectations. So if I have a Persona that is makes me feel like it can answer more questions or about topics that I don't foresee. Then you may have problems. So for example, one of the experiments that we have run back in the days was to give like a strong accent to one of our Bots and that was very fun and people had a lot of fun with that but then they start any was about to that would tell you prices of goods like you could ask like how much is a smartphone like a secondhand smartphone and but the problem with the accent is that people were assuming he was local from a certain area so there Start to also to ask recommendation for restaurants and we're like What like why it is a like there's a prize pot and just based on that thing. So that that's our experience. I just wanted to add a note to that expectation piece. I totally agree. So nobody is ever perfect on launch when you launch the body will quickly realize that your customers are way more creative than you are in your developers and will dream of a million different ways to break your boss.


So that being said, yeah, it's really important at the early stages to manage your customer expectations or user expectations and some of the best practices that we've seen our to, you know to make it clear to the user what the batch can handle at the early stage of the conversation that can either come in the form of a menu or just really just identify that like this bot is meant for this certain use case and also making it clear to the user that they are talking to a bar and not a human. And I would have something and in our case, is there a lot of unintended things going on and there will be so in that sense. You need to iterate your conversation flow. So you release your experience in virtual assistant and you scale up and you need to get the data and analytics part and unity iterate. Your conversation flow is kind of cycle you have to do this and you will face a lot of unintended things and then you will reduce them. Here you go. Thanks for comments this morning. My name is journals in panic from Microsof