Chatbots - a new hope?

A NEW HOPE
CHATBOTS
Experience And Commerce As Conversation
presented by
@derscharni & @aNo_nym
Xwings: http://www.starwarsnewsnet.com/wp-content/uploads/2015/11/xwing-formation.jpg

Jens Scharnetzki
@derscharni
Arno Karrasch
@aNo_nym

CHAT BOTS #UXCW16@aNo_nym @derscharni
Meanwhile in the past
Video. See the app here: http://playdosgamesonline.com/dr-sbaitso.html

http://www.theverge.com/a/luka-artiﬁcial-intelligence-memorial-roman-mazurenko-bot
https://replika.ai/

Messenger will be the
most important
platform in digital
ecosystems
Push of key players
(Facebook, Microsoft,
Amazon, Apple, ...)
Various supplementary
technologies ready for
the market
High Relevant
touchpoint for direct
customer
communications for
companies

https://www.youtube.com/watch?v=FQn6aFQwBQU

Gentlemen, start your engines …
"What we’re trying to build with bots
are rich conversational experiences.
That’s what we believe will be the future
of interactions and services.“
David Marcus, vice president of messaging products at Facebook
"This years killer app will be
your notification screen.“
Leo Burnett Preview 2016
„What is you name and what does
your bot do?“
Most popular introductory question in silicon valley right
know.
"All technology we build has to
be more inclusive and respectful“
Satya Nadella, chief executive officer of Microsoft Corp.
„Conversation as a platform.“ 
Satya Nadella, chief executive officer of Microsoft
Corp.
„Facebook’s Messenger Bot
Store could be the most
important launch since the
App Store
Techcrunch
„10000+ Developers are
working on bots!“
Facebook announcement

Users are moving … machines too!

company overview

Invests & Startups

Buzzword Definition
Conversational Commerce
NLP
Machine learning
Conversation as a platform
product- / service ontology
Uncanny valley
AI

https://vimeo.com/174790467

Usecases
Entertainment & News Topics
• News about my music, actor, game.
• Film- or game-character in a chat.
• automated music feeds
• …
• Entry Point in decision journey
• Book/Buy quick offers
• get local based vouchers
• Price tracker for platforms
• …

Usecases
Social & IoT Bots
• Answering Machine 4.0
• Curating the own data & devices
• Own concierge
• …
Corporate Assistants
• Business Trip Setup
• Information Curation
• PIM 6.0
• …

The Interface Evolution
CLI GUI NUI NoUIXOmnichannelPC / mobilePC

New Interaction Patterns?
VS VS

Reduced to the minimum vs a network of micro services.
VS

Consider and think about!
• What is the usability or desirability of a dialogue?
• Changed interaction paradigm: Orientation without visuals clues!
• Will user behavior change so that they demand conversational elements in classic UI?

The return of the Information Architect
MyBot
ECommerceCommunities
Workspace Services
IoT
Content
NetworksAI &
Machine
Learning

UX ingredients for a perfect bot
Knowledge
Customer
Context
Empathy
Listen, understand & learn
know your customer
create new services, exceed expectations
Personality
Trustworthiness
Tonality (Speak & satisfy)
"Sense of humor"
Teamplay
"Brand of Voice“
Smartness
intelligence
networking
Key indicators
Performance
Quality / Process
Purpose

UX Methods to develop a great CUX

Tools up to date?
Customer Journey
Usability Test
Brand and Logo
Wireframes
Sitemap
AB testing
… still the right weapons?

Create a Botsona
• The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd

UX Tools recommendations
Act before you think ;)
• Collect some ideas around the
desired dialog.
• act it, based on these ideas
(and some suddenly new ones)
• document the ﬁndings, start
with the conceptual work.
• easy and cheap, a tin foil head
is funny bit not necessary!

Tools recommendations
• You can test your ﬁndings in a standard chat app and „act“ it
inside the app to check what the experience is like.
• You can invite some „lurkers“ to get ﬁrst opinions.
• easy and cheap … too
Wizard of Oz -> in a chat app

How to start without coding
• Chatfuel: Facebook Bot builder https://chatfuel.com/
• Botsify: https://botsify.com/
• BotSociety: Bot prototyper https://botsociety.io/
• Motion.ai: Bot builder https://www.motion.ai/
• FlowXo: Business Messenger https://ﬂowxo.com/

Are bots a new hope?
• The bot recruited as a part of your team!
• The bot as a housekeeper at home!
• The bot as a consultant and salesperson!
• The bot as personal companion!
• The bot …… gets smarter and smarter ….

Are bots a new hope? For UX people?
Age of atomic service design!!
More human centered as ever!

THANK YOU!
A NEW HOPE
CHATBOTS
any questions?http://www.wired.com/wp-content/uploads/2014/05/o-STAR-WARS-facebook.jpg http://www.wired.com/2014/05/video-analysis-of-an-exploding-death-star/

Sources
• Bot Landscape: https://www.vbproﬁles.com/l/bots
• Technology roadmap of IoT: http://marketbusinessnews.com/internet-things-iot/43751
• Timeline of technologies: http://infographicjournal.com/wp-content/uploads/2015/01/EmergingScienceTech.gif
• How to add Skype bots: https://support.skype.com/en/faq/FA34646/what-are-skype-bots-and-how-do-i-add-them
• Chatbot Ecosystem: http://static4.businessinsider.com/image/577e780f88e4a7d9068b6685-960/
bii%20chatbot%20ecosystem.png
• The „Diss“-Bot for obnoxious daters: Ghost http://www.thememo.com/2016/07/04/ghostbot-burner-ghostbot-ghosting-app-dating-
apps/
• Replika, and the story behind: http://www.theverge.com/a/luka-artiﬁcial-intelligence-memorial-roman-mazurenko-bot

A NEW HOPE
CHATBOTS
presented by
@derscharni & @aNo_nym
Xwings: http://www.starwarsnewsnet.com/wp-content/uploads/2015/11/xwing-formation.jpg
Jens Scharnetzki
@derscharni
Arno Karrasch
@aNo_nym
Meanwhile in the past
Video. See the app here: http://playdosgamesonline.com/dr-sbaitso.html
Bots are not that new! As a chat, existing since 1964, and we faced a lot of
bots, assistants and apps since this time. And there were of course some
disappointing experiences…
http://www.theverge.com/a/luka-artiﬁcial-intelligence-memorial-roman-mazurenko-bot
https://replika.ai/
And today, there is a lot work to create a properly working service for the daily
life! We have to orchestrate technology, content, context ….

Examples:

Tay, the AI from Microsoft at twitter which went crazy

Replika, a bot which learn about you to be after some time as you. The idea
was born, when a developer created a bot to simulate the died boy friend …

most important
platform in digital
ecosystems
Push of key players
Amazon, Apple, ...)
the market
High Relevant
customer
communications for
companies
The time to think about is now! Here are the reasons.
The messenger seems to be the killer app. User behavior is changing!
most important
platform in digital
ecosystems
Push of key players
Amazon, Apple, ...)
the market
High Relevant
customer
communications for
companies
The time to think about is now! Here are the reasons.
https://www.youtube.com/watch?v=FQn6aFQwBQU
The promotion video for Amazon Echo shows, how powerful conversational
contexts might be!

Watch the video: https://www.youtube.com/watch?v=FQn6aFQwBQU

Gentlemen, start your engines …
"What we’re trying to build with bots
are rich conversational experiences.
That’s what we believe will be the future
of interactions and services.“
David Marcus, vice president of messaging products at Facebook
"This years killer app will be
your notification screen.“
Leo Burnett Preview 2016
„What is you name and what does
your bot do?“
Most popular introductory question in silicon valley right
know.
"All technology we build has to
be more inclusive and respectful“
Satya Nadella, chief executive officer of Microsoft Corp.
„Conversation as a platform.“ 
Satya Nadella, chief executive officer of Microsoft
Corp.
„Facebook’s Messenger Bot
Store could be the most
important launch since the
App Store
Techcrunch
„10000+ Developers are
working on bots!“
Facebook announcement
Some thoughts from outside the building.
Hype Cycle: We can expect amazing technology as common service
Users are moving … machines too! Users move away from apps. they demand relevant micro services. So, the
chat might be a very important entry point for customer journeys. Or more.

App fatigue: 65% of users don’t download new apps!

company overview Many mayor messengers launch bots or bot-kits: Telegram 100M users, KIK
with 200M users, Skype with 600M users and Facebook with 800M users.
They all try to buildup bot stores.

Invests & Startups Slack Is Investing $80 Million in Slack Bot Startups

Buzzword Definition
NLP
Machine learning
Conversation as a platform
product- / service ontology
Uncanny valley
AI
https://en.wikipedia.org/wiki/Chatterbot

https://en.wikipedia.org/wiki/Natural_language_processing

https://de.wikipedia.org/wiki/Uncanny_Valley

https://en.wikipedia.org/wiki/Ontology_(information_science)

https://en.wikipedia.org/wiki/Machine_learning

https://en.wikipedia.org/wiki/Artificial_intelligence

Usecases

Today people search a lot to get their specific job done. Today, the first step is
a search to find options, information or products.

Conversational commerce offers direct access to human experts, intelligent
assistants and integrated services with high relevance.

Usecases
• News about my music, actor, game.
• Film- or game-character in a chat.
• automated music feeds
• …
• Entry Point in decision journey
• Book/Buy quick offers
• get local based vouchers
• Price tracker for platforms
• …

Facebook Messenger: Spock,


Sentinal (FbM Price Tracker), Kayak booking bot (Slack)
Usecases
Social & IoT Bots
• Answering Machine 4.0
• Curating the own data & devices
• Own concierge
• …
Corporate Assistants
• Business Trip Setup
• Information Curation
• PIM 6.0
• …
Ghost

Tangowork Chatbot
What does it mean
for UX?
The Interface Evolution
CLI GUI NUI NoUIXOmnichannelPC / mobilePC
CLI->GUI->NUI no noui

From DOS PC to Tablet to Omni-Interface

And we think, that there ist always an UI as long, as the user is existing! ;)

New Interaction Patterns?
VS VS
Can you convert a booking website to a dialog based service?

Not that easy!! Conversational UX is another kind of conceptual architecture.
Reduced to the minimum vs a network of micro services.
VS
Microinteractions and shortcuts vs. app based dialog platform.
Consider and think about!
• What is the usability or desirability of a dialogue?
• Changed interaction paradigm: Orientation without visuals clues!
• Will user behavior change so that they demand conversational elements in classic UI?
So we have to change some aspects of our work? The KPI’s? Yes, we have
to.
MyBot
ECommerceCommunities
Workspace Services
IoT
Content
NetworksAI &
Machine
Learning

Content is King as usual, but the kingdom has changed!

Teach your bot to listen and to learn!

UX ingredients for a perfect bot
Knowledge
Customer
Context
Empathy
Listen, understand & learn
know your customer
create new services, exceed expectations
Personality
Trustworthiness
Tonality (Speak & satisfy)
"Sense of humor"
Teamplay
"Brand of Voice“
Smartness
intelligence
networking
Key indicators
Performance
Quality / Process
Purpose
UX Methods to develop a great CUX
More conversation! More user centric!

Markets are still conversations! So we go native now!
Tools up to date?
Customer Journey
Usability Test
Brand and Logo
Wireframes
Sitemap
AB testing
… still the right weapons?
Customer Journey channel: Flipchart sketch.
Create a Botsona
Think about the Bots Persona! Who is the tonality? How is it representing me/
our brand?

Chat bot is an touchpoint for all services

New User in Town:

Persona for the Bot:create a „Botsona“

Service Blueprint for the needed Resources

UX Tools recommendations
Act before you think ;)
• Collect some ideas around the
desired dialog.
• act it, based on these ideas
(and some suddenly new ones)
• document the findings, start
with the conceptual work.
• easy and cheap, a tin foil head
is funny bit not necessary!
Emphaty: Watch the conversations, which are already existing!

Acting might help you to get closer to the users tasks and needs. It’s a great
tool for first concept thoughts and get into the right mood.
• You can test your findings in a standard chat app and „act“ it
inside the app to check what the experience is like.
• You can invite some „lurkers“ to get first opinions.
• easy and cheap … too
Wizard of Oz -> in a chat app
As seen in Startups: Function before automatization

How does it feel in a chat? You can test it with a real person, who simulates
the needed smartness of you bot.
How to start without coding
• Chatfuel: Facebook Bot builder https://chatfuel.com/
• Botsify: https://botsify.com/
• BotSociety: Bot prototyper https://botsociety.io/
• Motion.ai: Bot builder https://www.motion.ai/
• FlowXo: Business Messenger https://flowxo.com/
As seen in Startups: Function before automatization

How does it feel in a chat? You can test it with a real person, who simulates
the needed smartness of you bot.
Are bots a new hope?
• The bot recruited as a part of your team!
• The bot as a housekeeper at home!
• The bot as a consultant and salesperson!
• The bot as personal companion!
• The bot …… gets smarter and smarter ….
There are very much opportunities. Topics for tomorrow!

Are bots a new hope? For UX people?
Age of atomic service design!!
More human centered as ever! 
Accurate design of microjourneys and orchestration of the whole customer
experience

the final end of a flat channel view on a customer or a company -> Shift to a
network of micro services

-> cause the mental model of communication is stone old  
—> High Expectation on the user side how what should be possible in chat
How is H2H2M? How is H2M2M? (if a competitor is talking too?)

Conversational Product & Service onthologies.
THANK YOU!
A NEW HOPE
CHATBOTS
any questions?http://www.wired.com/wp-content/uploads/2014/05/o-STAR-WARS-facebook.jpg http://www.wired.com/2014/05/video-analysis-of-an-exploding-death-star/
Sources
• Bot Landscape: https://www.vbprofiles.com/l/bots
• Technology roadmap of IoT: http://marketbusinessnews.com/internet-things-iot/43751
• Timeline of technologies: http://infographicjournal.com/wp-content/uploads/2015/01/EmergingScienceTech.gif
• How to add Skype bots: https://support.skype.com/en/faq/FA34646/what-are-skype-bots-and-how-do-i-add-them
• Chatbot Ecosystem: http://static4.businessinsider.com/image/577e780f88e4a7d9068b6685-960/
bii%20chatbot%20ecosystem.png
• The „Diss“-Bot for obnoxious daters: Ghost http://www.thememo.com/2016/07/04/ghostbot-burner-ghostbot-ghosting-app-dating-
apps/
• Replika, and the story behind: http://www.theverge.com/a/luka-artificial-intelligence-memorial-roman-mazurenko-bot
The Botsona, made with Extensio: https://app.xtensio.com/edit/kb2r9rjd

Bot Landscape: https://www.vbprofiles.com/l/bots

Technology roadmap of IoT: http://marketbusinessnews.com/internet-things-
iot/43751

Timeline of technologies: http://infographicjournal.com/wp-content/uploads/
2015/01/EmergingScienceTech.gif

Chatbots - a new hope?

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Chatbots - a new hope?