Global Messaging Trends 2 - When are chatbots actually useful?
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Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Global Messaging Trends
In search of intelligence
Andrew Schorr Founder @ Grata.co
Image Credit: Kathleen Wilson/Baltimore Academy of Illustration
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Peak Messaging Hype ©REUTERS
We recently hit
Facebook F8 Developer Conference 12 April 2016
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Suddenly texting a
weather cat is better than opening a
weather app
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
vs.
Slack Tacobot Tacobell.com
…and typing pico de gallo is faster than a screen tap
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Evidence everywhere of a hype cycle
Source: h)ps://betaworks.com/botcamp
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
It lasted about 10 days…
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Since then, I’ve been drawn back
to a chatbot once.
A chatbot promoted by Facebook, representing the White House, failing
both on and off script, phishing for contact
information from within a messaging app. Ugh.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
But there must be something there, with 11,000 bots at last count.
Source: h)ps://medium.com/@Deepoma>c/visual-‐chatbots-‐to-‐revolu>onize-‐interac>ons-‐1f8693e27639#.mb0yjyn9d
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Venture Capital Funds
Retrieved from h)ps://www.cbinsights.com/blog/bot-‐startups-‐>meline/ Facebook F8 April 2016
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
$150M
$80M Platform Funds
$50M
$100M Source: h)p://venturebeat.com/2016/08/30/amazon-‐ibm-‐and-‐other-‐tech-‐giants-‐want-‐to-‐pay-‐you-‐to-‐create-‐bots/
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
I did a quick survey of travel chatbots to see how things are going. It’s still easier to find a
bad example than a good one.
Travel should be easy since it is a limited
domain: booking a flight or a hotel.
Image Credit: Sara Klementovic saraklem.com
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Cheapflights stays on message with a cheap bot.
No kidding, you actually have to type out the words “check in” and “check out”
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Angel.ai does a better job.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Parsing my request on Angel.ai
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
But none of these are as easy as AnyTravelWebsite.com
Pictured: skyscanner.com
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
h)p://investorplace.com/2016/07/pizza-‐hut-‐emoji-‐menu-‐yum-‐stock/#.V7XWe5P5iRt
I love this sub-headline.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
So when is a chatbot useful?
Image Credit: Benjamin Jancewicz, zerflin.com/services/illustration
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
An Extensible Script
Chatbots that can react appropriately to multiple correct
answers are perfect for language
learning.
Pictured h)ps://blog.mondlylanguages.com/2016/08/25/mondly-‐chatbot-‐press-‐release/
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Context Switching Chatbots that can interpret inputs in a series can consolidate complex tasks.
The Robot Lawyer has helped void over 160,000 parking tickets worth over $4,000,000. Now it’s helping the homeless.
More at h)ps://www.theguardian.com/technology/2016/aug/11/chatbot-‐lawyer-‐beat-‐parking-‐fines-‐helping-‐homeless-‐do-‐not-‐pay
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Non-Textual Inputs
Whole Foods is on to something, but
it’s still more difficult to find the
eggplant emoji than to type “eggplant”.
Note: Be careful whom you text the eggplant emoji.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Image Credit: Alex Kazanas alexkazanas.com
What if I could just point my camera at any item in the supermarket?
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Value
Effort
The golden equation for chatbot utility.
More at h)ps://medium.com/art-‐marke>ng/the-‐hidden-‐homescreen-‐70c794ff9ada#.91l3z7wzl
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Visual Bots
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Voice Chatbots
1 Voice message
to a WeChat Official Account
2 Tap your itinerary from instant response
3 Select ticket
type and book
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
An always-on microphone in every room of your house.
+
More at h)p://venturebeat.com/2016/08/30/sonos-‐is-‐puZng-‐amazons-‐alexa-‐voice-‐assistant-‐tech-‐inside-‐its-‐connected-‐speakers/
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
In summary, get excited about
Language Voice
Vision Intelligence
None of these are easy, so…
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Most Likely to Succeed?
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Messaging Channels
Acquired 21 Dec 2015
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Facebook is the clear leader in messaging channels globally
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
60 billion messages/day
3x peak volume of SMS
+
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Apple is opening up iMessage
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Google makes inroads on iOS
with the Gboard in May 2016.
Microsoft acquired Swiftkey
in February.
More at h)p://www.cnet.com/news/google-‐gives-‐iphones-‐and-‐ipads-‐slick-‐gboard-‐keyboard/
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
M Assistant Cortana Siri
Virtual Assistants are all about reducing inputs and effort.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Apple’s Siri is opening up to
integrations with launch of
Sirikit.
More at h)p://arstechnica.com/apple/2016/06/the-‐abili>es-‐and-‐limita>ons-‐of-‐sirikit-‐siris-‐olive-‐branch-‐to-‐other-‐apps/
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
OS
Search
AI ML NLP
The backend stack could be the deciding factor
Google Research
NLP API
Cognitive Services
Bot Framework
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
“Apple is the NSA of AI.” -Jerry Kaplan
Teaches the history of artificial intelligence at Stanford
Despite missing search, Apple has a powerful stack: controlling
the hardware, the operating system, and having defined the
virtual assistant with Siri.
Thanks to www.crunchbase.com for informa>on on acquisi>ons More at h)ps://backchannel.com/an-‐exclusive-‐look-‐at-‐how-‐ai-‐and-‐machine-‐learning-‐work-‐at-‐apple-‐8dbc131932b#.aozc4dn52
Machine Learning Acquired
5 Aug 2016
Speech Interface Acquired
2 Oct 2015
Image Processing Acquired
5 Oct 2015
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
“We think of this as each user building their own Google.”
-Sundar Pichai CEO, Google
at Google I/O May 2016
The shift to AI is perfectly aligned with Google Research’s activities and Google’s mission to organize the world’s information.
Image Recognition Acquired
23 Oct 2014
Gesture Recognition
Acquired 2 Oct 2013
Image Recognition Acquired
6 July 2016
NLP Acquired
23 Oct 2014
Machine Learning Acquired
26 Jan 2014
Visual Translator Acquired
16 May 2014
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Keyboard AI Acquired
2 Feb 2016
Don’t count Microsoft out. The last peer-to-peer connections on
Skype are being removed to enable connecting Azure Cognitive Services
to chats.
Virtual Assistant Acquired
22 Aug 2016
3D Input Processor
29 Oct 2010
More at h)p://www.theverge.com/2016/7/7/12111028/microsod-‐bot-‐framework-‐ar>ficial-‐intelligence-‐satya-‐nadella-‐interview
"This idea of using conversation, using contextual information about you, with your permission, to make you speedier and make you feel like you’re in control, that’s the stuff we get really excited about. A lot of our user experience work is around simplification, removing friction, and really showing the power of intelligence.".
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Microsoft might have had some very
public stumbles...
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
…but the Microsoft Bot Framework is overcoming channel weakness with a cross-platform solution.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
…and Project Murphy is hands down the most fun you can have right now with a chat bot.
This is pretty impressive NLP on display
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Proving that chatbots can be sexy, even though it’s still early days.
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Thank you!
Grata.co September 2016 Chat Shanghai | Global Messaging Trends
Grata is the leading provider of enterprise contact center software for WeChat.
grata_co info@grata.co grata_co
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