ISTA 2017 presentation on Chatbots

2. 16 – 17 November, SofiaISTACON.ORG
Practical Chatbots:
Technology Overview with Real-Life Stories
By Vassil Popovski
CEO & Co-founder

3. What is a Chatbot?
Chatbot is a computer program designed to
simulate conversation with human users

4. The First Chatbot?
Eliza – created by MIT in 1966

6. Chatbots Now?
More that 200K chatbots available as of
November 2017

7. Desktop vs Mobile

8. Social vs Messaging

9. Apps Usage is Declining
Apps retention curves

10. Messaging is Where People Are

11. Fish Where Fish Are

14. Fish Where Fish Are

15. Messaging is Where People Are

16. What Users Expect from Messaging Channels?
• Natural language dialog
• Real-time, personal, actionable engagement
• Fast, convenient product discovery and an entertaining
customer journey
• Frictionless experience
Chatbots / Chat Apps are the only scalable way
to efficiently utilize messaging as a new
channel to interact with customers

17. Demo 1

18. Typical Chatbot Architecture
Viber Server
HTTPS server
HTTPS client
Chat Bot
HTTPS client
HTTPS server Dialog Engine
NLP Engine
Database
Integrations
JSON
JSON

19. Viber Server
HTTPS server
HTTPS client
Chat Bot
HTTPS client
HTTPS server Dialog Engine
NLP Engine
Proxy Bot
HTTPS client
HTTPS server
JSON
JSON
JSON
JSON
How to Test a Chatbot?
Option #1

20. How to Test a Chatbot?
Option #2
Viber Server
HTTPS server
HTTPS client
Chat Bot
HTTPS client
HTTPS server Dialog Engine
NLP Engine
FakeViber
Server
HTTPS client
HTTPS server
JSON
JSON
JSON
JSON

21. Chat Bot
HTTPS client
HTTPS server Dialog Engine
NLP Engine
Fake Viber
Server
HTTPS client
HTTPS server
JSON
JSON
How to Test a Chatbot?
Option #2

22. Chat Bot
HTTPS client
HTTPS server Dialog Engine
NLP Engine
Fake Viber
Server
HTTPS server
HTTPS client
JSON
JSON
How to Test a Chatbot?
Option #2

23. Demo 2

24. What Chatbots are Useful or?
• Sales / Pre-Sales
• Customer Support
• Marketing / Re-Marketing
• Customer On-Boarding
• And basically everything that
involves customer interaction at
scale

25. Demo 3

26. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test

27. Lessons learned

28. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)

30. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)
• Expect everything from users

31. - Неискам да се целуваме а най сериозно и
отговорно ви каня да заповядате при нас като
официален гост на който да предложим от
изисканата ни кухня

32. - Абе тъпак кво ще се целуваме бе имам съпруг,
на 24 съм

33. - Имаш ли телефонен номер
- Да си кажа ли телефонният номер да ми
звъннеш
- Ади де кажи си телефонният номер

34. - Как пишеш толкова бързо

35. - Чао че ми писна да си пиша с идиоти
- Олелеле кажи на създателя ти да те поправи

36. - ЧЕ ТОГАВА КАК ПИШЕШ НА БЪЛГАРСКИ ЕЗИК, КАТО НЕ МЕ
РАЗБИРАШ?

37. - Имаш ли номера на стокила

38. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)
• Expect everything from users
• Chatbots are not apps. They require different UX

42. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)
• Expect everything from users
• Chatbots are not apps. They require different UX
• 100% customer support automation is still not possible. Human
handover is important

44. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)
• Expect everything from users
• Chatbots are not apps. They require different UX
• 100% customer support automation is still not possible. Human
handover is important
• Serverless is the right architecture for bots and it scales well

45. Viber Easter Bot
• 6 countries – BG, GR, HU, HR, SR, RU
• 2.5M unique users for 1.5 week
• 80K concurrent users at peak usage

46. Lessons learned
• Don’t pretend do be a human – the bot will fail the Turing test
• Use UI aids to enhance the user journey (Buttons beat the AI)
• Expect everything from users
• Chatbots are not apps. They require different UX
• 100% customer support automation is still not possible. Human
handover is important
• Serverless is the right architecture for bots and it scales well

47. 16 – 17 November, SofiaISTACON.ORG
Thank you!
vassil@connecto.ai
www.connecto.ai