Bots aren't news anymore, but what’s the Evolved Bot Paradigm (EBP) look like, & what lessons will we have learned 5-7 yrs from now? 2 smart looking guys reveal exactly that in this session.

1. Bots are no longer news.

2. But what will
the Evolved Bot Paradigm
look like?

3. what lessons
will We have learned 5-7 yrs from now?
Evolved Bot Paradigm (EBP) Timeline.
bot bot bot bot
Pre-“bots", but still bots.
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Bots warming up Bot Hotness Bot Boredom New wind New sail Early EBP
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NOWPre Evolved Bot Paradigm Post Evolved Bot Paradigm
Evolved to the extent that
they may not be understood
as bots or referred to as
such.
bot bot
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4. Become intimate with the perspective
of 2 really smart looking guys. Each with 5+ yrs. each of bot-building.

5. Tim Wood | Professor of Industrial Design & Interaction Design
15+ yr practitioner applied design thinking.
As an Assistant Professor of Industrial Design and Interaction Design at Rochester Institute of Technology, Tim is most
interested in emerging technologies, the frontiers of interaction design, and how these two areas are rapidly changing the
nature of the human experience and even how we think about design itself. With extensive experience in design strategy, the
architecture of interactive systems and the design of digital products, he is keenly aware of the changing nature of design and
new roles designers are being asked to fill.
Prior to RIT, he was VP of User Experience and Design at EffectiveUI and before that he held the position of Creative Director
for Design Innovation & Advanced Development at Eastman Kodak. Tim is an award-winning designer in his own right and is
an internationally recognized speaker and author on the topic of user experience and user interface design.
Tim holds an MFA in Computer Graphics from Rochester Institute of Technology, an Advanced Certificate in Interactive Media
Development from Rochester Institute of Technology and a BFA in Design Arts from Memphis College of Art.

6. Lance Christmann is the Director of UX at OneReach. With his strong background in interface design and design management,
Lance extends the user-centered design approach across all departments within OneReach. He helps guide customers with
adopting new communication strategies and incorporating best practices into every new bot experience. Lance’s extensive
client portfolio includes FedEx, Boeing, and the design of the highly acclaimed eBay Desktop application which won an Abode
MAX award, to name a few. Prior to joining OneReach, Lance served as chief experience strategist at Effective, a full-service
user experience (UX) agency.
Lance graduated from the prestigious Rhode Island School of Design with a Bachelor of Fine Arts degree in film/video
production, animation and computer graphics.
Lance Christmann | Director of UX
a bot-building veteran with 7+ yr of Bot experience

7. Explore key lessons:
Successes & Failures from our 5+ yrs in the biz.

8. key findings from from our 5+ yrs in the biz.
Including web-chat bots like this,that were built
without coding

9. key findings from from our 5+ yrs in the biz.
And Public-Service bots that were actually
impressive (and built by government?).
…Plus some major bloopers.

10. We’ll look at fumbled bots.

11. Cute bots.

12. And ass-kicking bots - that cut 40+% of operational cost.

13. We’ll also salute bots that literally save lives.

14. But the part you can’t miss…

15. We’re going to demonstrate bots from the Evolved
Bot Paradigm.
…That we’ve already implemented with some of the
world’s largest organizations.

16. We’ll Explore important questions about the next 5-7 yrs of bots.

17. Are bots quietly ending the lives of APIs?

18. Will bots act like humans?
Or will bots have a language of their own?
Will bots invent theirown language?

19. will Bots displace 50% of jobs we know today?
Is that bad - are they jobs we want to exist?

20. What else will come with the Evolved Bot paradigm?

21. Can we look forward to the democratization of bot-development,
bots talking to bots, & bots making bots?

22. Customer Journey in 2019 - Post-Evolved Bot Paradigm
Channel of
Choice
Task Resolution, Fast &
Simple
Self-service Across
Channels
Messaging & Conversation
Centric
Bots = Low Value, Generalists
Agents = Specialists
Apps = Known, Loyal Interactions
Self-service Across
Channels

23. “The last best experience that anyone has
anywhere, becomes the minimum expectation
for the experience they want everywhere,”
- IBM’s GBS leader Bridget van Kranlingen
http://blogs.gartner.com/jake-sorofman/in-customer-experience-last-best-shapes-expectations/
https://www.ibm.com/blogs/internet-of-things/the-last-best-experience/
Whats at stake: Brand, Satisfaction, Efficiency, Revenue