Video of the webinar: https://www.youtube.com/watch?v=6SsaMH4C5Uo The business world is abuzz with chat and chat bots. Facebook Messenger and autonomous messaging bots are changing how businesses communicate. We have to get a handle on messaging bots and chat for business now, and there is no better person to help guide us than Chris Messina. In this exclusive webinar Chris will discuss his vision of messaging and conversational commerce. Chris is a leading innovator in the messaging space. His personal messaging bot Messina Bot and discussions on bots, messaging, and conversational commerce are paving new ways for the future of business. Chris Messina is a long-time tech thought leader and is credited as the inventor of the hashtag. Chris' current passion "conversational commerce" challenges our thinking of how we will be doing business in the future. https://www.infobip.com/en/resources/webinars/chris-messina-on-the-future-of-messaging-bots-and-chat-for-business/

1. The future of messaging bots
& chat for business
@ChrisMessina
Infobip Webinar March 22, 2017

2. Known for
Inventing the hashtag, product hunts
Companies
Uber; Google; Mozilla
Skills
UX & product design, marketing,
social media, developer relations,
platform strategy

3. Appeared in
Wall Street Journal, New York Times,
Washington Post, The Information,
Backchannel, Business Insider, Wired
Speaking
MobileBeat, SXSW, SapientRazorfish,
Future Decoded, Slush, APIDays

4. Two things:
Do ask questions! ☞
Take the quick poll!

5. Should you build a bot?

6. 🤔

7. 2016:
“The Year of Conversational Commerce”

8. “Utilizing chat, messaging, or other natural language
interfaces (i.e. voice) to interact with people, brands, or
services and bots that heretofore have had no real place
in the bidirectional, asynchronous messaging context.”

9. “Evolving from simple social conversations to
business-related conversations.”
—Mary Meeker, KPCB

11. Worldwide Device Shipments
Source: Gartner, Worldwide Devices Shipments per Year by Device Type
2,000M
1,750M
1,500M
1,250M
1,000M
750M
500M
0
2006 2011 20152007 2008 2010 2012 2013 2014 2016
250M
2009
Credit: LukeW Design
2006
239M
PCs
68M
Smartphones
& Tablets
2016
269M
PCs
1,729M
Smartphones
& Tablets

12. Messaging is the killer mobile app
Source: companies, BI IntelligenceMonthly active users for the top four social networks and messaging apps
Big 4 social networking apps
Big 4 messaging apps
MILLIONS
3,500
3,000
2,500
2,000
1,500
1,000
500
0
Q4 '11 Q1 Q1 Q1Q1 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3 Q4 Q2 Q3

13. Messenger was the most downloaded app in 2016
#1
80%
of teenagers are using Messenger as either
their first or second means of communication
88%
of Millennials report that they prefer chatting over
the web or social media to talk to businesses

14. We’re #trending!
Source: ubisend Ltd 2016 Mobile Messaging Report
63.9%
of consumers agree with
the statement “Businesses
should be available and
contactable via messaging
applications”
49.4%
of consumers would rather
use a messaging app than a
phone call to communicate
with a business

15. How did we get here?

17. Source: Flickr

18. Source: cpu-galaxy.at

21. Steve Jobs
2007

30. This one works This one doesn’t

31. Entertainment
iPod
Communication
Phone
Apps
iOS
+
+
+
+

32. Entertainment
iPod
Communication
Phone
Apps
iOS
+
+
+
+
+ ?

33. Credit: AP

35. Number of monthly active Facebook users
© Statista 2016

36. The World Online

37. Sources: cpu-galaxy.at; Facebook Devices; Amazon

41. • 📲 Massive UX improvements in tech products
• 📉 Friction and access costs to the internet
• 📈 Speed of computing
• 📈 People online (*demise of “offline”)
• 📈 Spread of technology into all facets of our day
• 📈 Casual, familiar relationship with technology
• 🤖 AI assistants being invited into our lives
• 🚸 Children as leading indicators of “🔜 normal”
Macro trends ∴ new assumptions

42. No Such Thing as Offline
By Justin Barber
Illustrations by Sehee Lee
design.google.com/articles/digital-natives

43. —Satya Nadella, Microsoft
“Bots are the new apps.”

44. Build the intelligent
cloud platform
Create more
personal computing
Reinvent productivity
& business processes
Conversations
as a Platform

45. Some terms

46. Some terms
AI
when a machine
mimics “cognitive”
functions
Neural Network
a programming
paradigm inspired
by biology that
enables computers
to learn from
observational data
Machine Learning
ability to “learn”
without explicit
programming
Deep Learning
algorithms that
learn complicated
concepts by
building them out of
simpler ones
NLP/NLU/NLG
interaction between
computers and
humans using
(natural) languages

47. Some terms
Bot
an autonomous
program on a
network
Chatbot
a bot that uses
human language to
communicate
Skill
a capability that an
AI Assistant learns
or obtains
AI Assistant
a chatbot that performs
tasks or services for an
individual

48. Some terms
Bot Platform
a computing
context that can be
extended by third
party bots
Voice Platform
a voice computing
context that can be
extended by third
party bots

49. Categories of Facebook bots
Brand
promotes a
commercial or
corporate entity
News/New Media
provides timely and/
or topical content or
media
Customer Service
access to help,
feedback, and
account assistance
Commerce
sells products or
otherwise focuses
on transactions

50. Categories of Slack bots
Information
Retrieval
promotes a
commercial or
corporate entity
Internal
Operations
provides timely and/
or topical content or
media
Workflow
Automation
access to help,
feedback, and
account assistance
Customer Support
sells products or
otherwise focuses
on transactions

51. • Immediacy: respond in < 10-30 seconds or else: frustrated users!
• Operations: operators can have up to 3 concurrent chats w/o affecting performance
• Always on: don’t recreate voicemail on messaging!
• Forgetful: conventional chat sessions lose context — don’t do this!
• Isolation: live chat is often disconnected from other contact points, confusing customers
Challenges of conversational UI

52. • Immediacy: speed for the EOD Generation (everything on demand)
• Authenticity: supports natural language, in your customer’s words
• Two-way communication: 1:1 messaging
• Hybridization: humans in the loop, fronted by bots
• Continuous context: combine people + system knowledge for 360° view of customer (i.e. with sign in)
• Frictionless onboarding: nothing to install; most users have messaging apps
• UI consistency: people understand messaging; no new app UI to learn
Benefits of conversational UI

53. The new platforms

54. +
O
ctober
*
2016

55. Enterprise ConsumerCustomer Service

56. Independent platform builders: picks & shovels

57. Anatomy of a bot
Persistent menu
Text, emoji, stickers, images,
audio, video, files
Cards & Carousel
Content action buttons
Quick replies
Keyboard suggested replies

59. The landscape

60. AI assistants

61. Chatbots
huggingface.co zo.ai

62. Shopping

63. Onboarding
m.me/snaptravel

64. 📰 News
m.me/wsj m.me/cnnm.me/theguardian m.me/GetPrpl/

65. TV & Game
m.me/PersonaSynthetics m.me/callofduty

66. 🍺 and 🍕
m.me/BudLight m.me/Dominos

67. 🎶 Music
m.me/Lazyset m.me/RecordBird

68. Art
telegram.me/icon8bot telegram.me/prismabot

69. Celebrities
garyveebot.com m.me/kevinhartbotm.me/869705063160306 m.me/christinamilian

70. Resources

71. refind.com/chrismessina?q=bots

72. producthunt.com/@chrismessina/collections/convcomm

73. Questions / Answers

75. Thank you.@chrismessina m.me/MessinaBot