Paul Walsh discusses the growth of conversational interfaces and messaging apps, noting the benefits of two-way communication, continuous context, and frictionless onboarding they provide. He outlines some challenges like isolation from other contact points and expectations of always being available. Walsh also covers best practices for chatbots regarding understanding adjacent conversations, use of personality, human take-over, respecting user privacy and data, and bot to bot communication.

1. No aspiring media house can afford
to disregard messenger services
@paul__wals
h
Founder & CEO, MetaCert
Helsink
i
September 1, 2017
Yle Beta Da
y

2. Hi, I’m Paul.
I helped to launc
h
- AI
M
- Internet Radi
o
- Online Game
s
- X2, 56k Modem Protocol
Meet the AOL UK New Technologies team of the 90’s

3. - Chatbot
s
- Cybersecurit
y
- Cryptocurrenc
y
- News Reputation
Passionate About
“I see a world where you feel saf
e
opening a link.
”
Paul Walsh
,
Founder & CEO, MetaCert

4. Before we start what are we talking about?

5. Are you a Bot or
Chatbot?

6. Are you a Bot or
Chatbot?
I’m a Chatbot - a bot inside a
chat service.

7. Do you need a chatbot?

8. Know For
Customer engagement
fl
owchart

9. Know For
Customer engagement
fl
owchart

10. Actually it depends

11. T H E N N O W
“People will migrate from email to
chat services”
2015

12. “The future of web browsing is inside
mobile apps”
2015

13. Hang on, I’m thinking.
Mom answer your phone!
2014

14. Time spent in messaging apps
have surpassed social networks
2011 2012 2013 2014 2015

15. What we thought would happen
2016

17. What happened
2016

19. Why now
2017

21. Some terms

22. Challenges of conversational UI
Now: respond within 20 seconds; or frustrate users
Isolation: live chat is often disconnected from other contact points
- leading to customer confusion
Always on: don’t recreate voicemail for messaging

23. Bene
fi
ts of conversational UI
Now: speed for the generation with ‘everything on demand’
Two-way communication: 1:1 messaging (no ‘do-not-reply’)
Hybrid: Human take-over
Authenticity: customer can speak in their words
Continuous context: system knowledge
Frictionless onboarding: nothing to install
Their UI: they’re already using messaging apps

25. Messaging in more detail

26. Platform builders

27. Anatomy of a bot

28. Hipmunk with AI

29. Ethics

30. I love working in AI
muahahaha

32. News

33. Fake news bot

34. Celebrities

35. Best practices that could make a big difference to our future
➤ Bots should respond to every comman
d
➤ Know when your bot should understand adjacent conversation
s
➤ Not all bots should have a personalit
y
➤ Human take-over
➤ Respect consumers - privacy / data /
…
➤ Bot to bot communication
s
➤ Ad serving

36. Best practices

37. “I don’t understand that command”
Don’t leave people hanging.

38. Pretty cold so bring extra war
m
underpants.
Try to be smart
What’s the weather like in
NY this week?

39. “Dear Paul,
We’re going to remove your bot
because your /joke command is
not professional. Makes your
service look stupid
.
Yours
,
Enterprise Customer”
Personality or persona?

40. Human Take-Over
Tell the consumer when a perso
n
takes over the conversation.

41. Remember
The Flashlight App?
Respect thou consumer
and their data
.
Tell them what data you use.
AND
Tell them what data you have
access to.

42. Bot To Bot Communication Is Inevitable

43. Remember
The Flashlight A
Respect thou cons
and their data
.
Tell them what data yo
AND
Tell them what data yo
access to.
Did someone say something?
Why doesn’t anyone
understand me?

44. Ads are coming to
a chatbot near you.
Let’s not piss off
consumers again!

45. Thank you :
)
Paul Wals
h
Founder & CEO, MetaCer
t
@paul__walsh