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Lessons from the Best
Branded Bots:
How Chatbots Flip UX Norms and
Deliver New Kinds of Value
David Berkowitz
Chief Strategy Officer, Sysomos
@sysomos / @dberkowitz
dberkowitz@sysomos.com
It’s two mints in one!
This presentation is unlike any I’ve put together, in that it’s a hybrid beast.
In one week in October 2017, I gave two talks on chatbots. First, at the Global Artificial Intelligence Conference
in New York, I gave a talk on Lessons from the Best Branded Bots. Then, in Boston, at Jeff Pulver’s MoNage, I
spoke about how Chatbots Flip UX Norms and Deliver New Kinds of Value. Both were new talks for me, but as I
created them at the same time, I used some material from each one to inform the other. This is an annotated
version that combines them.
Both of these stemmed from a project that was more of a hobby: collecting great examples of how marketers are
using automated messaging and conversational commerce. This is shared publicly at bit.ly/brandedbots. You
can find far more examples and details about marketers’ bots there, and I update it at least quarterly as I find
more material. If you have examples of yours or others to include, plase let me know.
At Sysomos, the insights-driven social platform, we’ve created technologies to empower marketers and
agencies to learn from their target audiences and interact with them. For more about this, please visit
sysomos.com, or contact me for more information.
Thanks so much for taking the time to go through this. I look forward to learning much more about it, and I hope
to learn from you as well.
David
I’m sharing this because I love the potential for conversational interfaces and
experiences. I worked in search engine marketing and social media marketing
in the early days, and this is the next generation of how language connects
marketers with their audiences.
bit.ly/brandedbots m.me/serialmarketer
To start understanding marketers’ perspectives,
consider the options they have with their website. See
the bold, beautiful imagery. We’ll focus on Victoria’s
Secret’s Pink brand, one of the more consistent first-
movers digitally.
Here’s their mobile app: lots of creative options with a
smaller form factor balanced out by added
functionality (eg location features, push notifications,
constant real estate on user’s phones, etc).
Remember Facebook apps? They were a thing, once.
It’s far more templatized, but it had some fun features
– quizzes, social couponing, games, organic reach for
promotions (those were the days).
Instagram. There are video and carousels
image sizes, but it’s generally what you see
artly shot square images, with most reach
gement coming from ad buys.
And now… the banded bot. It screams, “Make the
logo bigger!” And pretty much every bot looks like this
– even a better bot like this, running on Kik, with tone
and content that do well to engage the audience.
Messaging platforms focus on user experience (UX),
as they should. But marketers need to push for a
better brand experience (BX). The status quo does
not work for large consumer brands.
Here’s Katy Perry’s Kik bot for her perfume produced
by Coty. It was the first US bot to offer a real product
for virtual currency. Look at the difference between
how the brand promoted the experience outside of
Kik, and how it looked on Kik.
This is a fun game. Here are bots from two clothing
brands. Can you tell which is which? Stripping the tiny
logo out at left, it’s essentially impossible. Answers
are in the notes field. An aside: these are among the
better-crafted bots.
Your brand
here
or maybe here
or here
The brand experience is practically invisible here. It’s
like the brands have been uploaded to the cloud
somewhere; they’re no longer anywhere near where
the consumers are.
We live in a
post-brand
world.
And now we have Brandless! It’s like a dollar store, but with $3 items. I’m not convinced
anyone wants to shop this way (even Amazon Essentials brands benefit from reviews and
comparing prices to other brands; choosing to pay $3 for non-branded toothpaste or $4 for
Crest is at least a choice). But it’s a sign of where things are going.
Discovery
Initiation
Acquisition
Persistence
Engagement
Retention
Different media, different experiences: the DIAPER model
Here’s a new framework I created for the MoNage talk. I analyzed
digital platforms across six criteria:
• Discovery: How well one can find the branded experience (a
website, app, bot, etc)
• Initiation: How easy is it for consumers to start the brand
experience
• Acquisition: How easily can marketers pay to attract larger
audiences
• Persistence: How well brand remains visible to consumers
when the branded experience isn’t in use
• Engagement: How rich the branded experience is while
consumers deal with it
• Retention: What are the options available for brands to hook
consumers back in
This is a subjective scorecard. In the next two slides, I first color-
code the brand experience (BX) – green is good, yellow is okay,
and red is poor. And then on the following slide, I share the
rationale.
Different media, different experiences: the DIAPER model
Websites Mobile Apps Mobile Sites Messenger Bots Alexa Skills
Discovery
Initiation
Acquisition
Persistence
Engagement
Retention
@Sysomos / @dberkowitz
Different media, different experiences: the DIAPER model
Websites Mobile Apps Mobile Sites Messenger Bots Alexa Skills
Discovery Search engines/
social media
App Store/
Play Store
Search engines/
social media
Lists, in-app
recommendations
Alexa app,
Amazon.com
Initiation Click bookmark /
extension; type in
URL; search for it
Tap icon, notification Type in or search for
URL
Send message; tap
notification
Voice trigger
Acquisition Search/display ads
(among others)
Search/social/app
store ads
Search/display ads
(among others)
Facebook ads,
owned channels
Owned channels
Persistence Bookmark / browser
extension
Icon on screen or in
folder
N/A (occasionally,
bookmarks / saved
to home screen)
May appear in
recent conversation
list
N/A
Engagement Rich branded
experience
Rich branded
experience
Rich enough
branded experience
Uses FB design;
little differentiation
Typically uses
Alexa’s voice;
differentiation tough
Retention Email marketing,
retargeting, browser
push alerts
Push notifications Email marketing Push notifications You remember you
used it?; now has
‘green ring’ alerts
Here’s one example that shows
how voice apps may overcome at
least one issue – that of how the
apps tend to use the voice and
style of the platform, not the brand.
Vogue is a strong print brand, and
it used the Google Home voice bot
as a complement, offering celebrity
interviews from its September 2017
issue to bring the magazine to life.
God, grant me the
serenity to accept the
things I cannot change,
Courage to change the
things I can,
And wisdom to know the
difference.
Have serenity to accept what you cannot change
Reach of platforms
UX of platforms
Consumer behavior
Marketers can’t control the reach of platforms, and whether their audience is more likely to use Messenger or
iMessage. Marketers can’t influence the UX of the platforms either. And consumer behavior typically doesn’t
change in an instant. Most people who don’t like calling customer service, for example, won’t tend to realize
or trust that they can have such exchanges over chatbots.
Have courage to change the things you can
Focus on BX
Strategy
Approach to platforms
Go native
Go bigger
Marketers can pursue a focus on BX. They can have a strategy for how they communicate with customers and
prospects. They can have a reason for being on any given platform, and tactics for how they use it. They can consider
incorporating chat into their sites, mobile apps, and other touchpoints. And they can dream bigger – should voice-
activated assistants be in retail stores? Could chatbots power digital billboards? There are lots of bad ideas that could
surface here, but perhaps a few could be relevant for a given marketer.
What’s next…
From here, we dive into a review of highlights from some of the Best Brandd
Bots. These examples are all in bit.ly/brandedbots, but here, they are
organized differently. These aren’t annotated, but you can find links in the
notes field for bots, media coverage, and image sources.
automation
before
artificial
24
25
26
Turn virtual
experiences into
real-world
value
27
28
Make it
Personal
29
30
Serve LOCaL
markets
31
32
adapt to GLOBal
markets
33
34
35
Combine audio
with visual
36
37
Cater to the
business crowd
38
39
40
Integrate with
mobile apps
41
42
43
Educate first,
sell later
44
45
46
47
48
49
50
Integrate
others software
with your
hardware
51
52
Learning from the Best Branded Bots: How Chatbots Flip UX Norms and Deliver New Kinds of Value
OFFER LIVE CHAT
aS aN OPTION
54
55
56
dont check
your sense of
humor at the
door
57
58
59
60
Make history
61
62
63
BE UBIQUITOUS
64
65
66
Have a
personality
67
68
69
Play games
70
71
72
SET BOUNDARIES
73
74
FUTURE OF BOTS:
Integration
75
76
77
a Few challenges
to learn from
78
79
80
81
82
SO LONG,
AND THANKS FOR
ALL THE BOTS
DAVID BERKOWITZ
DBERKOWITZ@SYSOMOS.COM
@SYSOMOS / @DBERKOWITZ
From one of the top 3 monage.io presenters in the 10/26
9:45am time slot

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Learning from the Best Branded Bots: How Chatbots Flip UX Norms and Deliver New Kinds of Value

  • 1. Lessons from the Best Branded Bots: How Chatbots Flip UX Norms and Deliver New Kinds of Value David Berkowitz Chief Strategy Officer, Sysomos @sysomos / @dberkowitz dberkowitz@sysomos.com
  • 2. It’s two mints in one! This presentation is unlike any I’ve put together, in that it’s a hybrid beast. In one week in October 2017, I gave two talks on chatbots. First, at the Global Artificial Intelligence Conference in New York, I gave a talk on Lessons from the Best Branded Bots. Then, in Boston, at Jeff Pulver’s MoNage, I spoke about how Chatbots Flip UX Norms and Deliver New Kinds of Value. Both were new talks for me, but as I created them at the same time, I used some material from each one to inform the other. This is an annotated version that combines them. Both of these stemmed from a project that was more of a hobby: collecting great examples of how marketers are using automated messaging and conversational commerce. This is shared publicly at bit.ly/brandedbots. You can find far more examples and details about marketers’ bots there, and I update it at least quarterly as I find more material. If you have examples of yours or others to include, plase let me know. At Sysomos, the insights-driven social platform, we’ve created technologies to empower marketers and agencies to learn from their target audiences and interact with them. For more about this, please visit sysomos.com, or contact me for more information. Thanks so much for taking the time to go through this. I look forward to learning much more about it, and I hope to learn from you as well. David
  • 3. I’m sharing this because I love the potential for conversational interfaces and experiences. I worked in search engine marketing and social media marketing in the early days, and this is the next generation of how language connects marketers with their audiences.
  • 5. To start understanding marketers’ perspectives, consider the options they have with their website. See the bold, beautiful imagery. We’ll focus on Victoria’s Secret’s Pink brand, one of the more consistent first- movers digitally.
  • 6. Here’s their mobile app: lots of creative options with a smaller form factor balanced out by added functionality (eg location features, push notifications, constant real estate on user’s phones, etc).
  • 7. Remember Facebook apps? They were a thing, once. It’s far more templatized, but it had some fun features – quizzes, social couponing, games, organic reach for promotions (those were the days).
  • 8. Instagram. There are video and carousels image sizes, but it’s generally what you see artly shot square images, with most reach gement coming from ad buys.
  • 9. And now… the banded bot. It screams, “Make the logo bigger!” And pretty much every bot looks like this – even a better bot like this, running on Kik, with tone and content that do well to engage the audience.
  • 10. Messaging platforms focus on user experience (UX), as they should. But marketers need to push for a better brand experience (BX). The status quo does not work for large consumer brands.
  • 11. Here’s Katy Perry’s Kik bot for her perfume produced by Coty. It was the first US bot to offer a real product for virtual currency. Look at the difference between how the brand promoted the experience outside of Kik, and how it looked on Kik.
  • 12. This is a fun game. Here are bots from two clothing brands. Can you tell which is which? Stripping the tiny logo out at left, it’s essentially impossible. Answers are in the notes field. An aside: these are among the better-crafted bots.
  • 13. Your brand here or maybe here or here The brand experience is practically invisible here. It’s like the brands have been uploaded to the cloud somewhere; they’re no longer anywhere near where the consumers are.
  • 14. We live in a post-brand world.
  • 15. And now we have Brandless! It’s like a dollar store, but with $3 items. I’m not convinced anyone wants to shop this way (even Amazon Essentials brands benefit from reviews and comparing prices to other brands; choosing to pay $3 for non-branded toothpaste or $4 for Crest is at least a choice). But it’s a sign of where things are going.
  • 16. Discovery Initiation Acquisition Persistence Engagement Retention Different media, different experiences: the DIAPER model Here’s a new framework I created for the MoNage talk. I analyzed digital platforms across six criteria: • Discovery: How well one can find the branded experience (a website, app, bot, etc) • Initiation: How easy is it for consumers to start the brand experience • Acquisition: How easily can marketers pay to attract larger audiences • Persistence: How well brand remains visible to consumers when the branded experience isn’t in use • Engagement: How rich the branded experience is while consumers deal with it • Retention: What are the options available for brands to hook consumers back in This is a subjective scorecard. In the next two slides, I first color- code the brand experience (BX) – green is good, yellow is okay, and red is poor. And then on the following slide, I share the rationale.
  • 17. Different media, different experiences: the DIAPER model Websites Mobile Apps Mobile Sites Messenger Bots Alexa Skills Discovery Initiation Acquisition Persistence Engagement Retention @Sysomos / @dberkowitz
  • 18. Different media, different experiences: the DIAPER model Websites Mobile Apps Mobile Sites Messenger Bots Alexa Skills Discovery Search engines/ social media App Store/ Play Store Search engines/ social media Lists, in-app recommendations Alexa app, Amazon.com Initiation Click bookmark / extension; type in URL; search for it Tap icon, notification Type in or search for URL Send message; tap notification Voice trigger Acquisition Search/display ads (among others) Search/social/app store ads Search/display ads (among others) Facebook ads, owned channels Owned channels Persistence Bookmark / browser extension Icon on screen or in folder N/A (occasionally, bookmarks / saved to home screen) May appear in recent conversation list N/A Engagement Rich branded experience Rich branded experience Rich enough branded experience Uses FB design; little differentiation Typically uses Alexa’s voice; differentiation tough Retention Email marketing, retargeting, browser push alerts Push notifications Email marketing Push notifications You remember you used it?; now has ‘green ring’ alerts
  • 19. Here’s one example that shows how voice apps may overcome at least one issue – that of how the apps tend to use the voice and style of the platform, not the brand. Vogue is a strong print brand, and it used the Google Home voice bot as a complement, offering celebrity interviews from its September 2017 issue to bring the magazine to life.
  • 20. God, grant me the serenity to accept the things I cannot change, Courage to change the things I can, And wisdom to know the difference.
  • 21. Have serenity to accept what you cannot change Reach of platforms UX of platforms Consumer behavior Marketers can’t control the reach of platforms, and whether their audience is more likely to use Messenger or iMessage. Marketers can’t influence the UX of the platforms either. And consumer behavior typically doesn’t change in an instant. Most people who don’t like calling customer service, for example, won’t tend to realize or trust that they can have such exchanges over chatbots.
  • 22. Have courage to change the things you can Focus on BX Strategy Approach to platforms Go native Go bigger Marketers can pursue a focus on BX. They can have a strategy for how they communicate with customers and prospects. They can have a reason for being on any given platform, and tactics for how they use it. They can consider incorporating chat into their sites, mobile apps, and other touchpoints. And they can dream bigger – should voice- activated assistants be in retail stores? Could chatbots power digital billboards? There are lots of bad ideas that could surface here, but perhaps a few could be relevant for a given marketer.
  • 23. What’s next… From here, we dive into a review of highlights from some of the Best Brandd Bots. These examples are all in bit.ly/brandedbots, but here, they are organized differently. These aren’t annotated, but you can find links in the notes field for bots, media coverage, and image sources.
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  • 54. OFFER LIVE CHAT aS aN OPTION 54
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  • 56. 56
  • 57. dont check your sense of humor at the door 57
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  • 78. a Few challenges to learn from 78
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  • 83. SO LONG, AND THANKS FOR ALL THE BOTS DAVID BERKOWITZ DBERKOWITZ@SYSOMOS.COM @SYSOMOS / @DBERKOWITZ From one of the top 3 monage.io presenters in the 10/26 9:45am time slot

Hinweis der Redaktion

  1. Image: http://askcampbellskitchen.com/ How Chatbots Flip UX Norms and Deliver New Kinds of ValueThis was what websites looked like.And then mobile sites and apps.And then chatbots. (Pick one example, show it all the way through).Soon they won't look like anything at all. How do you take a screen shot of an Alexa app?This is a rather odd problem to solve, but for marketers who are used to all things visual, telling the story about what you're doing becomes much harder.Beyond voice apps though, it's possible that a lot of interactions with bots won't have any manifestation at all. Consider the internet of things, wearables, smart homes, smart cars, and all of that... just as your Kia pulls into your garage, it orders you a Domino's pizza and a case of PBR, if you've arrived with other people. None of this is particularly far fetched, and all of it can be done with some version of IFTTT today. So now that you have the new kind of content delivery system, you have these new kinds of UXs. And they have to deliver new kinds of value. Or else.Take a look at a few different chatbots. See if you can guess which is which - show a couple side by side in similar verticals.Here the UX is pretty similar. The Brand Experience is pretty shitty.Shift from UX to BX - is this even a thing? Look up Brand Experience.
  2. I love bots. I’m a Botologist.
  3. A bit about me… and bots
  4. Mobile apps – and sites as well, but apps giving marketers the most control on mobile, and tapping into phones’ native functionality
  5. https://i.pinimg.com/736x/7a/f8/22/7af822b7ca20f764989fc82b28b9932e--victoria-secret-pink-victorias-secret.jpg Facebook normalized a lot
  6. https://www.instagram.com/vspink/
  7. VSPink chatbot on Kik – it’s it’s logo and a shitload of text
  8. On any given chat platform, the user experience is overwhelmingly similar – it’s so hard to tell the difference
  9. Image source for conversation - https://twitter.com/kpfragrances/status/766673846774722560 Note the difference of the promotional art and the actual branded experience
  10. Trivia game – which is which? Left: Tommy Hilfiger Right: US Polo Association
  11. We have to prepare for a future where so much of a brand’s identity is in the cloud – this is brought about by the rampant digitization of everything
  12. We’re even at the point where there can be a dollar-store type of brand called brandless – everything is the same price and nothing has a brand and I don’t get how maple syrup costs the same as taco shells and shampoo and everything else
  13. Here’s a new framework I created for the MoNage talk. I analyzed digital platforms across six criteria: Discovery: How well one can find the branded experience (a website, app, bot, etc) Initiation: How easy is it for consumers to start the brand experience Acquisition: How easily can marketers pay to attract larger audiences Persistence: How well brand remains visible to consumers when the branded experience isn’t in use Engagement: How rich the branded experience is while consumers deal with it Retention: What are the options available for brands to hook consumers back in This is a subjective scorecard. In the next two slides, I first color-code the brand experience (BX) – green is good, yellow is okay, and red is poor. And then on the following slide, I share the rationale.
  14. A promising sign – Google Home + Vogue Heaven image
  15. So what do you do about all this? Serenity Prayer
  16. Reach of the platforms (Messenger, iMessage, WeChat, Alexa, Google Home) UX of the platforms Consumer behavior
  17. Focusing on BX Have an overarching strategy for how you’re communicating with customers and prospects Have a reason for being on any platform or incorporating any kind of channel Go native – incorporate chat into your own digital media Go bigger – can it be incorporated into your stores, etc?
  18. https://www.alaskaair.com/content/about-us/site-info/ask-jenn.aspx http://www.nextit.com/work/alaska-airlines.php
  19. Automating customer service – just basic stuff – like Amtrak did starting 5 years ago before anyone was talking about chatbots Ask Julie – Amtrak https://www.amtrak.com/ccurl/827/492/Amtrak-Ask-Julie-ATK-12-089.pdf
  20. https://bots.kik.com/#/KPMadLove http://www.katyperryfragrances.com/
  21. m.me/DisneyZootopia http://www.mobilemarketer.com/cms/news/messaging/22953.html http://venturebeat.com/2016/08/12/why-is-now-the-time-for-artificial-intelligence/
  22. https://www.messenger.com/t/adidasWomenUK
  23. http://www.psfk.com/2016/08/dior-sells-handbags-in-china-using-wechat.html “Luxury brand Dior is the first designer to sell a limited edition bag directly on the massive Chinese social network WeChat” – PSFK More: http://usa.chinadaily.com.cn/life/2016-08/03/content_26332279.htm
  24. Business Insider on Line as of fall 2016 Reached 35,000 in first 24 hours, 230,000 followers in first two weeks http://digiday.com/publishers/business-insider-attracted-230000-line-followers-two-weeks/amp/ https://line.me/R/ti/p/@businessinsider http://www.businessinsider.com/business-insider-line-messaging-app-2016-8
  25. https://www.amazon.com/Nestl%C3%A9-GoodNes/dp/B06XX4T2MQ http://www.prnewswire.com/news-releases/nestles-new-goodnes-skill-for-amazon-alexa-turns-any-device-with-amazon-alexa-into-a-true-cooking-companion-with-visual-guide-300458900.html
  26. https://hbr.org/hbr-bot-for-slack http://digiday.com/publishers/harvard-business-review-launched-slackbot-delivers-workplace-advice/
  27. http://www.imediaconnection.com/article/234082/161003-drew-hubbard-brands-and-chatbots-the-best-and-worst-from-early-adopters https://www.tacobell.com/feed/tacobot
  28. http://www.nba.com/kings/kings-app https://play.google.com/store/apps/details?id=com.kings&hl=en http://venturebeat.com/2016/09/19/nbas-sacramento-kings-app-lets-you-hail-an-uber-and-query-a-facebook-messenger-bot/amp/
  29. https://itunes.apple.com/us/app/quartz-news-in-a-whole-new-way/id1076683233 http://qz.com/613700/its-here-quartzs-first-news-app-for-iphone/
  30. P&G Playtex on Kik http://kik.me/playtexsport http://www.playtexplayon.com/
  31. https://bots.kik.com/#/vspink
  32. Whole Foods https://www.messenger.com/t/wholefoods/
  33. https://bots.kik.com/#/sephora Image and other coverage: http://digiday.com/brands/see-kik-sephora-bets-messaging-apps-e-commerce/
  34. https://www.messenger.com/t/livelokai/ http://www.adweek.com/news/technology/these-two-charities-made-facebook-messenger-bot-draw-awareness-ethiopias-water-crisis-173117 Description: Jewelry brand Lokai partnered with charity:water for perhaps the first branded cause marketing bot, with 2.5 hours of content illustrating the 2.5 hours of walking that girls like Yeshi must do to get water
  35. https://www.amazon.com/SKYN-Condoms-Set-the-Mood/dp/B0722DCVVQ/
  36. http://products.geappliances.com/appliance/gea-support-search-content?contentId=34223&icid=GenevaHelpURL http://www.geappliances.com/ge/connected-appliances/voice-activated-appliances.htm http://venturebeat.com/2016/09/13/alexa-now-talks-to-general-electric-appliances/
  37. https://snips.ai/
  38. http://venturebeat.com/2016/09/19/burberry-bot-launches-on-facebook-messenger-for-london-fashion-week/amp/ https://www.messenger.com/t/burberry/
  39. https://www.facebook.com/messages/t/WesternUnion https://venturebeat.com/2017/04/18/western-unions-bot-sends-money-transfers-through-facebook-messenger/
  40. Trolli http://www.adweek.com/news/technology/trollis-facebook-messenger-bot-mobile-tamagotchi-made-millennials-172520
  41. http://www.adweek.com/creativity/arbys-made-a-totally-useless-chatbot-to-make-fun-of-the-dominos-tracker/
  42. https://www.messenger.com/t/skynvoiceanalyzer http://www.adweek.com/creativity/this-condom-brands-messenger-bot-analyzes-your-voice-and-tells-you-how-sexy-it-is/
  43. https://www.messenger.com/t/WhiteHouse
  44. https://www.messenger.com/t/WhiteHouse
  45. http://www.getgameonapp.com/si-gameon/
  46. https://anyware.dominos.com/
  47. https://m.me/DocBrownHillValley http://digiday.com/brands/great-scott-doc-brown-facebook-messenger-talk-future/
  48. https://www.messenger.com/t/NatGeoGenius http://www.geomarketing.com/natgeo-and-360i-show-the-genius-of-using-chatbots-as-a-marketing-tool
  49. https://twitter.com/OnSequel/status/748290582955462656 http://www.theverge.com/2016/6/30/12056494/on-sequel-chatbot-now-you-see-me-2
  50. https://www.amazon.com/gp/product/B071S2LLQN https://venturebeat.com/2017/06/03/5-alexa-skills-to-try-this-week-3-june-2017/amp/
  51. http://venturebeat.com/2016/09/22/why-mattress-startup-casper-built-a-chatbot-for-night-owls/amp/ http://insomnobot3000.com/ Only available from 11pm to 5am
  52. https://newsroom.uber.com/messengerlaunch/ Integration with Messenger (eg Uber and Lyft) Much more coming with iMessage – embedded organically Still a big learning curve – difficult to figure out when it’s triggered. Do you trigger it yourself? Is it automated? What’s the right balance for the platform? And what
  53. https://medium.com/airbnb-engineering/introducing-the-airbnb-imessage-app-806f48d303a8 https://itunes.apple.com/us/app/airbnb/id401626263?mt=8&_branch_match_id=305221562646850236&ign-mpt=uo%3D8
  54. Bud Light: Have too little going on within the experience, require too much going on outside of it
  55. UPS overpromises on AI here – this is just regular automation, adapted to https://pressroom.ups.com/mobile0c9a66/assets/pdf/pressroom/infographic/UPS_chatbot_infographic.pdf https://pressroom.ups.com/pressroom/ContentDetailsViewer.page?ConceptType=PressReleases&id=1479482899899-696
  56. Offer a visual experience in an audio format https://www.amazon.com/dp/B0719T2K82/ref=sr_1_1 https://venturebeat.com/2017/06/10/5-alexa-skills-to-try-this-week-10-june-2017/amp/
  57. Replicate functionality from the platforms – Amazon can basically do all this with its own custom to-do lists www.amazon.com/gp/product/B01MSK0GFN https://venturebeat.com/2017/06/10/5-alexa-skills-to-try-this-week-10-june-2017/amp/