1.
Conversational Interfaces
& Brand Storytelling
The Rise of Chatbots Powered by AI & the Cloud
CAMP 9.13.2017

2.
Tonight’s Agenda
• The Perspective
• A Confluence of Trends
• Categories of Bots and Behaviors
• Examples that Matter
• Questions and Answers

3.
Who is this guy?
@ghigliotty
Lead Certificate Developer & Instructor at the University of Toronto School of Continuing Studies

4.
Professional Experience & Client Executions
• Accenture – New York City
• EURO RSCG – New York City
• Saatchi & Saatchi – Toronto
• Globe Alive – Toronto
• Agency 59 – Toronto
• Cineplex Digital Media – Toronto
• Rouge Media Group - Toronto
• Trust Marketing - Toronto
• Pfizer – first web site for Lipitor with
integrated sales intranet
• Toyota – first user generated content
car giveaway contest
• Gay Lea – B2B and B2C web
• Wine Country Ontario – mobile contest
integration with OOH
• Roger’s retail flagship interactive
video walls – gesture based
• Blue Bite Mobile Content Channel

5.
Significant trends are moving fast…
• Voice recognition is reaching a new threshold of capabilities
• Mobile overtaking desktop usage
• Products like Alexa taking hold with growing usage and buzz
• Cloud systems increasingly faster, stable and very dependable
• IoT products coming online, but few standards defined yet
• Artificial Intelligence building capabilities on product,
infrastructure and client sides

6.
“
”
2017 represents the turning point where we’ll
see more companies leverage chatbots for
customer service and to aid customers in
making buying decisions.
The Huffington Post - December 2016
Messaging apps have billings of users worldwide and are evolving
into platforms allowing companies to connect with their users…

7.
Amazon Alexa Stats – July 2017
• 15,000 Skills (applications & integrations)
• 6% more likely to buy via Amazon
• Number of people that own: 8.2 Million
• Owners spend 10% more on Amazon than
before getting the device
• Most popular skill: setting a timer
• Second most popular skill: playing a song

8.
I defy you…
• Call Roger’s, Bell or any airline and not be annoyed
• Find a company with excellent call center service
• Not check your phone first thing in the morning
• Find five of your friends who prefer to speak on the phone as
opposed to texting
• Sit in a hotel lobby or public transit and observe nobody on a
connected device
• Give up wi-fi for 72 hours

9.
How do chatbots work?
Knowledge Source
Stock Phrases Conversation Memory
Keyword Matcher
Parser
Interlocutor
Sentence Constructor
Chatbot

10.
Chatbots have been built to do a lot of
things already…
• Customer service
• Lead generation and qualifying
• Self learning applications
• Brand storytelling
• Counselling

11.
Woebot is a cognitive behavioral therapy
chatbot that has sent 8 million messages

12.
Woebot was formally reviewed in a medical
journal and was found to be effective…
• The objective of the study was to
determine the feasibility…of a
fully automated conversational
agent to deliver a self-help
program for college students who
self-identify as having symptoms
of anxiety and depression.
• Conclusions: Conversational agents
appear to be a feasible, engaging,
and effective way to deliver CBT.

13.
Kraft - Philadelphia Cream Cheese
• 57 Lifetime Messages Per User
• 45% Users Who Returned
• 2.5 Minutes Time Spent Per
Session Average
• 2.8 Promotion Image Carousel Views
Per User

14.
• Delissio recently
launched a bot
• Access to and
promoted from
via Twitter

15.
Pokito is a Toronto restaurant with a new bot

16.
Playtext – Girl_Space
5.4 Million Messages Exchanged
3.4 Minutes Time Spent Per Session Average

17.
What can we expect next?
• The variety and number of chatbots and deployments will grow
exponentially, expanding functionalities at the same time
• AI (artificial intelligence) powered bots will connect to IoT
devices, legacy data and systems to replace or improve customer
service call centers
• Self learning bots will be deployed with increasing frequency using
in-house experts for HR, sales and other efficiencies
• Brands will continue to find campaigns and storytelling
opportunities as they test and learn best practices

18.
Q and A --- Thanks for coming!
• The Perspective
• A Confluence of Trends
• Categories of Bots and Behaviors
• Examples that Matter
• Questions and Answers
Connect with me…
• @ghigliotty
• stephen.ghigliotty@gmail.com