This document provides an overview of chatbots and conversational commerce. It discusses the brief history of chatbots including early systems like ELIZA, Parry and SmarterChild. It covers how chat apps and bots are the new internet and examines the Xiaoice bot. Examples are given of using bots for tasks like ordering flowers, planning trips and getting food. The document concludes by suggesting some ways to get started with chatbots and considering if organizations will embrace bots.

1. Chatbots & Conversational
Commerce: Are You Ready?
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3. The Seven Steps to Successful Persona Creation
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4. Agenda
1. A Brief History of Chatbots
2. “The Beginning of a New Internet”
3. I Love You, Xiaoice
4. Order Flowers, Plan a Trip, & Get
Tacos for Lunch
5. Getting Started with Chatbots - It’s
easier than you think

6. CHATBOTS
“A program designed to mimic
human-to-human interaction via text
or voice inputs.”

7. KEY TAKEAWAY
“By 2020, customers will manage 85%
of their relationship with the
enterprise without interacting with a
human.”
Gartner

8. A Brief History of Chatbots
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9. The Seven Steps to Successful Persona Creation
ELIZA
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Image Source: http://www-ai.ijs.si/eliza/eliza.html

10. The Seven Steps to Successful Persona Creation
Parry
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Image Source: The Atlantic

11. The Seven Steps to Successful Persona Creation
SmarterChild
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Image Source: Bots, Messaging and SmarterChild

13. The Beginning of a New
Internet
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14. KEY TAKEAWAY
“Chat apps will come to be thought of
as the new browsers; bots will be the
new websites. This is the beginning of
a new internet.”
Ted Livingston, Kik

16. KEY TAKEAWAY
“This all might seem too simple. But to
us, that’s the beauty of bots. They can
reduce friction to as close to zero as
computing allows.”
Ted Livingston, Kik

17. KEY TAKEAWAY
“By 2019, 20% of brands will abandon
their mobile apps.”
Gartner

18. I Love You, Xiaoice
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20. The Seven Steps to Successful Persona Creation
Xiaoice
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Image Source: Chatting With Xiaoice

22. Order Flowers, Plan a Trip,
& Get Tacos for Lunch
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04

23. KEY TAKEAWAY
“We are trying to make [the customer
service experience] more human. It’s
easier to chat and text than sit on the
phone.”
Facebook

26. The Seven Steps to Successful Persona Creation
Tacobot
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Source: Tacobot

27. The Seven Steps to Successful Persona Creation
Tempbot
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28. KEY TAKEAWAY
“By 2020, customers will manage 85% of
their key relationships with the
enterprise without interacting with a
human.”
Gartner

29. Getting Started with
Chatbots
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05

30. KEY TAKEAWAY
Chatbots are essentially the “apps” of
voice and messaging platforms, defining
how people converse with your digital
business services and data.
Gartner

32. The Seven Steps to Successful Persona Creation
• Call center help desk
• ChatOps approvals
• Equipment diagnostic inventory management
• Chatbot scheduling agent
4 Applications of Chatbots

36. The Seven Steps to Successful Persona Creation
QnA Maker
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37. CONCLUSION
“Is your organization bullish on bots?
Or, do you think they’ll go the way of
QR codes?”

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39. SOURCES
Slide 9: http://www.gartner.com/smarterwithgartner/gartner-predicts-a-virtual-world-of-exponential-change/
Slide 11: http://www-ai.ijs.si/eliza/eliza.html
Slide 12: https://www.theatlantic.com/technology/archive/2014/06/when-parry-met-eliza-a-ridiculous-chatbot-
conversation-from-1972/372428/
Slide 13: http://blog.aweissman.com/2016/04/bots-messenging-and-smarterchild.html
Slide 22: https://www.nytimes.com/interactive/2015/07/27/science/chatting-with-xiaoice.html
Slide 26: https://www.youtube.com/watch?v=ouE6qyTc-l0 FB F8 Developer Conference April, 2016
Slide 27: https://www.youtube.com/watch?v=ZFo6SdIh7mc&feature=youtu.be Expedia bot for Facebook Messenger
Slide 28: https://www.tacobell.com/feed/tacobot
Slide 33: http://www.gartner.com/smarterwithgartner/4-uses-for-chatbots-in-the-enterprise/
Slide 36: https://www.youtube.com/watch?v=KmdHVT-OZhQ&t=611s HubSpot, Inbound 2107
Slide 37: https://qnamaker.ai/