This deck outlines some of the many bots making a splash in 2016 with basic bots automating old processes and more specialized bots starting to provide an emotional safety net hinting to untapped potential.

1. The Rise of Chatbots in 2016

2. 2016 was a big year for chatbots
This year we’ve tracked an incredible amount
of growth and experimentation with the
creation of chatbots. They were created by
brands, celebrities and individuals to solve a
host of problems - and sometimes just
because.
This deck outlines some of the many bots
making a splash this year with basic bots
automating old processes and more
specialized bots starting to provide an
emotional safety net hinting to untapped
potential.
It seems no industry was immune.
The following cases cover:
- Retail
- Entertainment
- Finance
- Food and Beverage
- Fashion
- Cosmetics
- Healthcare
- Government
- Insurance
- CPG
- Automotive

3. Conversational ComplexityConversational Complexity
ShopBot Bot by eBay
Aiming to find the sweet spot between search
engine and personal recommendation.
This bot is powered by AI and will use machine
learning over time to create more relevant results.
An interesting feature in the beta version is its ability
to use images as an input for search. This way you
can look for similar items if you upload a photo.
For now the process isn’t entirely seamless with
users having to view full product descriptions on the
website outside of the chat window and image
search results that are not very similar to the input.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Product Discovery
Themes: Personalized Search
Industries: Retail

4. Sephora Bot
Personalized tips and product recommendations
via a bot on Kik.
This bot reaches Gen Z with personalized
recommendations. An initial series of questions the
bot discovers the brands you prefer and and the
beauty products you’re interested in. It serves up
videos and text tips pulled from the extensive
ecosystem of product related content they’ve
created for their web experience.
Problem Addressed: Product Discovery
Themes: Mass Personalization, Customer Service,
Personal Style
Industries: Cosmetics
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

5. 1-800-Flowers
“It’s pretty ironic: To order from 1-800-Flowers,
you never have to call 1-800-Flowers again.” -
Mark Zuckerberg
1-800-Flowers was the chatbot example used in the
F8 conference when messenger announced it was
open for branded chatbots. It used this interface to
upgrade how people order flowers by either taking
an order step by step or connecting with a rep at a
virtual contact center. The company reports that
people can now place an order in a minute.
1-800-Flowers is all in, investing in AI concierge
named Gwyn (“Gifts When You Need” powered by
IBM’s Watson and ordering via voice with Amazon’s
Alexa.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Ordering speed & customer
preference (brand relevance)
Themes: Mass Personalization
Industries: Retail
Conversational ComplexityConversational Complexity

6. Tommy Hilfiger Bot
TMY.GRL launched during a fashion show to
democratize the runway
“The new consumer and brand relationship is on the
cusp of the most significant change since the
smartphone. Messaging is becoming the new
browser and the gateway to consumer life, with
artificial Intelligence bots being the new user
interface” - Said Puneet Mehta founder and CEO of
msg.ai
This is a AI powered bot aimed at increasing fan
loyalty rather than being a long term solution.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Global Brand Engagement
Themes: Personal Style
Industries: Fashion
Conversational Complexity

7. Health Tap
Free healthcare information with doctors standing
by to take questions.
The health concierge service aims to provide useful
health information at scale. After accepting terms of
service you can ask questions and get answers from
the archives or pose a question to a participating
physician. The idea is an evolution on remote
access to physicians (like Doctors on Demand),
actual performance, TBD.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Increasing Personal Reach
Themes: Always on, Mass Personalization
Industries: Healthcare Conversational Complexity

8. AmEx Facebook Bot
Credit card bot combines card use alerts and
related benefits
Basic functionality includes access to your account
and alerts when your card is used. Additionally
AmEx benefits related to purchases will be surfaced
when appropriate. The bot it not conversational and
does not engage in conversation.
Problem Addressed: Mindless spending, benefit
discovery
Themes: Alerts, Discovery
Industries: Finance
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

9. Go Vote Bot
R/GA created a Facebook Messenger Bot to
encourage younger voters to register before the
deadline.
The bot uses the same API that powers Rock the
Vote. The team hopes brands will place the bot on
their Facebook pages with designed brand assets
that complement the GoVoteBot.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Overcoming barriers to
registration, Civic Engagement
Themes: Automation
Industries: Government Conversational Complexity

10. Parking Ticket Bot
The Do Not Pay chatbot successfully contested
160,00 parking tickets across London and NY.
“The world’s first robot lawyer” asks a series of
questions to determine if an appeal is possible, if so
it contests the ticket. Over 21 months it took 250,00
cases and won 160,00 of them with a 64% success
rate worth over $4m of parking tickets.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Excessive Ticketing
Themes: Law, Exploitation, Automation
Industries: Government
Conversational Complexity

11. Kip - multi-platform group Shopping
Chatbot developers agree that cross-platform
functionality is key
Kip is a group shopping bot that helps people
order things for the office and track expenses.
Managing administrative tasks across teams is a
common chatbot use case. This means that they
need to be ready to function across a variety of
platforms, providing the same service and
experience to people using the messaging app of
their choice.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Managing group decisions
Themes: Mobile Distributed apps, Multi-platform,
Integration
Industries: Administrative services, Communication,
Retail
Conversational Complexity

12. Evia - Insurance Assistant
Evia is a comparison tool that help you find the
best car insurance rate.
This bot connects to car insurance providers and
finds relevant information when you text a photo of
your licence plate.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Price Comparison
Themes: Automation, Price Transparency
Industries: Insurance
Conversational Complexity

13. Whole Foods
Whole Foods uses a bot and emoji to help people
discover recipes.
Whole Foods created a bot to help people discover
new recipes. The bot can respond to text as well as
emoji to surface relevant options.
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Problem Addressed: Discovering new foods and
recipes
Themes: Discovery
Industries: Supermarket
Conversational Complexity

14. NBA bot
NBA tests a Facebook Messenger bot during the
finals.
The NBA has a digital first approach and yet they
don’t see any diminished interest in broadcast. The
test was set to see if key moments can be
supported. The bot was able to find info on players
by nicknames, answer questions, and compile video
highlights by player.
Problem Addressed: Looking at increasing fan
engagement
Themes: Second screen
Industries: Athletics
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

15. Little Brush Big Brush
Unilever launches customized storytime via a
chatbot to help families brush more frequently
R/GA London created a 21 episode series of
animations that aim to inspire parents and children
to brush their teeth together. The chatbot is
available on Facebook messenger and options
during an introduction allow people to customize
the stories and set the time of day they want to
watch the episodes. Brushing challenges unlock
rewards and help establish the habit.
Problem Addressed: People who don’t brush
consistently don’t buy as much toothpaste
Themes: Personalized Communications, storytelling
Industries: CPG
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

16. DuoLingo
Learn a new language without embarrassment by
talking to a bot.
DuoLingo attempted to connect real people
learning the opposite language but found that users
didn’t like the experience. Instead they wanted to
practice the conversation before actually having
one.
Problem Addressed: Interactive learning without
the fear of being wrong
Themes: Always On, Emotional Safety Net
Industries: Education
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

17. Taco Bell Slack Bot
Order for the office through the chat channels at
work.
Taco Bell launched a Bot on slack for a few teams. It
included the ability to customize your order and
deciding which store to pick it up from. It also was
built to include a sense of humor. Actual practical
value- low.
Note: Hey Taco! Is another slack bot created by
someone in HR who knows the reason people leave
jobs is because they don’t feel appreciated. Hey
Taco was his way to help employees feel
appreciated.
Problem Addressed: Making ordering at work easy
Themes: Personality, Automation
Industries: Food and Beverage
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

18. Ghostbot
A chatbot can take the task of slowly ending
relationships off your hands.
Ghostbot is a bot that works within the Burner app.
The Burner app makes it easy to create and destroy
new phone numbers. Within that app Ghostbot helps
you gently discourage advances. It has been
described as “the first bot-as-personal firewall”
going beyond screening your messages to replying
in a way to indicate disinterest.
Problem Addressed: Awkward breakups
Themes: Emotional Safety Net
Industries: Communications
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

19. The real PSL - Starbucks
Starbucks has given the PSL a personality - and
it’s a bit of a self centered brat.
This bot talks in circles, repeats questions and
doesn’t really care what you have to say. However,
it is loaded with cute pictures and jokes. It doesn't
answer any questions about starbucks products and
it is obsessed with death. This bot is seasonal,
punny and not meant to be useful at all.
Themes: Entertainment, Brand Engagement
Industries: Food and Beverage
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

20. Microsoft: Xiaoice & Tay
Two learning bots, two very different results.
Xiaoice was a project by Microsoft in China in which
a bot would converse with strangers and respond
as a human would, focusing on blending in and
bonding with humans. She is focused on your
emotional state and even offers a 33-day breakup
therapy course. She is a friend that is always
available. She averages 23 exchanges per session,
at a much higher rate than most personal assistants
at 1.5-2.5 exchanges.
Tay was a project by Microsoft project in the US.
Within a day of learning responses on Twitter Tay
was responding with racist, sexually-charged
responses. The bot was taken taken offline after 16
hours.
Themes: Emotional Safety Net, Always On, AI
Morality
Industries: Tech
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

21. Redfoo’s Personal Foo Bot
Redfoo of LMFAO launches a personal bot to
engage with fans on Facebook.
Olabot is a company built to help everyone make
their own personal bot. The bot allows for direct
messages as well as broadcast messages and
ephemeral group chat. Upto 100 people can join a
live chat inside Messenger that lasts only a few
minutes and is only available live. Although there
are still some kinks to work broadcast messages
show signs of hope for fan engagement on
facebook.
See also: Elon Musk bot & Casey Neistat bot
Problem Addressed: Increasing personal reach
Themes: Personality, Celebrity
Industries: Entertainment
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

22. Roman Memorial Bot
When her best friend died Eugenia Kuyda created
a memorial bot.
Using texts from the past a friend created a bot that
could simulate conversation in his style using
Artificial Intelligence. Response was mixed with
those who used it feeling like they could still get to
know parts of his personality they didn’t see when
he was alive. The bot was created to help with the
grieving process.
Problem Addressed: Grieving, Emotional Health
Themes: Personality, Emotional Safety Net, AI
Morality
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

23. Hiro Baby Bot
This is a personal assistant to help parents
through a baby’s first year.
This personal assistant helps notify parents of
milestones, recommends products and helps prep
for each stage of development. Human experts and
AI work together to answer questions. The basic
model shares proactive alerts and reminders and
the paid tier ($20 a month) allows you to connect
with experts, receive recommendations and get
help with orders.
Problem Addressed: Parenting Stress
Themes: Education, Always On, Emotional Safety
Net
Industries: Baby Products
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

24. Toyota’s Kirobo Mini
Toyota combines AI with robotics to transform
driving… one day.
Kirobo is a cupholder sized robot with voice
recognition, movement and what may be the
intelligence of a 5 year old. For now what it can do
is limited and it is being sold as a toy that helps
provide emotional companionship. In the future the
goal is to become an assistant that can make
recommendations based on a driver's behavior and
mood.
Problem Addressed: Emotional Companionship
Themes: Personality, Emotional Safety Net
Industries: Automotive
Decision Tree
Pre-Programmed
Limited Text selections
NLP
Evolving/Learning
Voice
Conversational Complexity

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