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Conversational Business - Trends

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Conversational and natural language interfaces for business applications are rapidly becoming an important way to engage with users who have become accustomed to messaging and voice based consumer services. Jason Brenier, Director of Strategy at Georgian Partners introduces the key trends driving this change.

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Conversational Business - Trends

  1. 1. Key Conversational Business Trends 1 Key Conversational Business Trends
  2. 2. Key Conversational Business Trends 2 Jason M. Brenier • Director, Conversational Business @Georgian Partners • Ph.D. Linguistics • Research @Stanford – Spoken dialogue systems, natural language processing, text-to-speech synthesis, discourse processing, deception detection, acoustic phonetics • Previous affiliations: – CTO @Idibon; Adaptive AI, human-in-the-loop NLP – Forensic Technology @Ernst & Young; fraud, risk & compliance, forensic investigations, active machine learning and NLP for e-discovery, electronic communications surveillance, insider threat detection, AML – Speech Design @Nuance; expressive text-to-speech, data-driven voices – Linguistics @Cataphora; email/IM behavior analytics, emotive tone, sentiment, linguistic style
  3. 3. Key Conversational Business Trends 3 Conversational Interfaces Long-running, real-time, bi-directional message transmission between specified, known participants using natural language • Just the right amount of UX for the task • Conversational • Immediate or long-running transactions • Seamlessly weaves robust services together • Language vs. menu-driven • Multiple signals (text, emoji, images) • Dynamic views and flows • Private
  4. 4. The rise of messaging…
  5. 5. Key Conversational Business Trends 5 Business Correspondence Content Publishing Social Communication Print Web Email Social Media Messaging As remote communication evolves, conversation becomes ubiquitous. Written correspondence Telephone Fax Email Messaging Written correspondence Telephone Email SMS Messaging Social Media
  6. 6. Key Conversational Business Trends 6 Messaging defines a new customer interaction paradigm. • Mobile app usage is declining by 20% YoY • Most users spend 50% of their time in only one app — usually messaging. • 75% of smartphone users use at least one messaging app. • Number of messaging users have surpassed social network users. • 5 of the all-time top 10 apps are messaging apps. • 55% of messaging push notifications are read.
  7. 7. Key Conversational Business Trends 7 The top ten most popular messaging apps
  8. 8. Key Conversational Business Trends 8 The journey from apps to chat requires a new approach. Web To Apps Humans learn apps From “and mobile” to “mobile first” Platform = OS & app store Discoverability Visual navigation / menu-driven UX Move to cloud Similar design process Designing around the device Apps To Chat Apps learn to be human From “and bots” to Conversational Business Platform = messaging, voice, bot stores Discoverability Language-based UX Start in the cloud New design process Designing around the language and dialogue
  9. 9. Key Conversational Business Trends 9 Chat is becoming ambient. Messaging Voice Assistants Conversational Devices
  10. 10. Key Conversational Business Trends 11 Chatbots: unique customer interactions at scale. • No two conversations are the same • Scale engagement across a large user population • Live in messaging platforms, on SMS or in conversational devices • Automate complex tasks • Act as direct participants or assistants • Use rules, machine learning or AI 11k bots in 3 months 23k bot developers 900M active users
  11. 11. Key Conversational Business Trends 12 Chatbot funding Goal: Engage users with brands, automate services, direct energy toward business applications $140M+ since 2010 $85M in 2015/2016 30 rounds of funding in 2015/2016 $2M Slack Fund 14 Slackbot startups
  12. 12. Key Conversational Business Trends 13 A quickly evolving chatbot ecosystem accelerates the shift to conversational business. FINANCE SCHEDULING NGINE NATURAL LANGUAGE PROCESSING GENERAL-PURPOSE MACHINE LEARNING CROWDSOURCING HEALTH GENERAL ASSISTANT INFORMATIONAL HEALTH GENERAL ASSISTANT INFORMATIONAL FINANCE SCHEDULING ENGINE NATURAL LANGUAGE PROCESSING GENERAL-PURPOSE MACHINE LEARNING CROWDSOURCING Chatbot Development Platforms Platforms provide natural language technology, intent parsers, sentiment analysis using AI/ML/NLP to enable automated chat Chatbot Marketplaces • Digital discovery and distribution platforms • Platform-specific and - independent Chatbot Applications • Enterprise: AI-powered personal assistants to schedule meetings, manage customer service • Consumer: provide automated recommendations, booking, purchasing services
  13. 13. Key Conversational Business Trends 14 Trends: Users desire more natural, engaging and personal interactions. Cultivate rapport Users desire engaging, personalized, private interactions with friends, colleagues, businesses and brands Humanize the interface Trend toward intuitive, physiologically grounded UX and conversational intelligence Summon function when it is needed Desire to access rich insights and services through a simple interface with minimal effort
  14. 14. Key Conversational Business Trends 15 What are the challenges? • User expectations are high • Conversational intelligence is low • New interfaces must be more engaging than apps • Discoverability, management, and switching • Attracting users and keeping them engaged • Graceful failure, iterative improvement • Security, privacy & trust
  15. 15. Key Conversational Business Trends 16 Want to learn more about conversational business? Download our white paper on the “9 Principles of Conversational Business.”