Let’s Chat about Chatbots: How to Design and Deploy a Successful Chatbot

 

CognitionX were excited to host the next in our successful series of Chatbot meetups on Thursday, 15th March: Let’s Chat about Chatbots: How to Design and Deploy a Successful Chatbot. Our excellent panel included COO Naré Vardanyan from Ntropy, CEO Shashank Garg from Tweepforce, Anna Gát Founder of Ixy and CEO Duncan Anderson of Humanise.ai.

We would love your thoughts to help shape our future chatbot meetups, including topics, speakers and formats. If you fill in our feedback form HERE, you will be in with the chance to win a free CogX 18 ticket worth £1799! (Ts and Cs apply, winner to be chosen at random and announced 30/03/2018).  

 

Here are our top 7 takeaways from the discussion:

  • Discovery is important! Don’t assume people will just jump at the chance to use your bot.

 

  • Privacy by design is critical for chatbots that handle personal information, no matter how small. This is particularly important for services that are targeting children as Naré from Ntropy explained, and even more vital to take into consideration with free-form contributions like chat.

 

  • It was suggested that Voice computing is really going to take off when multi-format devices become popular, such as the Amazon Show (Amazon Echo with a screen). At this moment in time, Voice by itself is arguably not enough for many current use cases, such as when you want a list of something.

 

  • Our panelists believe that the adage of “attitude vs behaviour” when designing any system still holds true. When tackling customer service in a hotel, Duncan Anderson, CEO of Humanise.ai built a phone call notification system because the people at the front desk believed it would be helpful. However, it became apparent that no one was using the system. The attitude was right, but the behaviour was not. The solution? Test behaviour before investing.

  • A message to businesses: don’t use chat as just another channel to push your messages! Shashank gave a great example of Samsung trying this with their new washing machine products and it was a failure. However, their second try with Tweepforce was focusing on making a useful and fun chatbot that would provide growth hacks and was a huge success.

 

  • Natural language understanding is going to be embedded everywhere in future software. Organisations can already build working prototypes in a day and can even do this with clients in their environment. All our panelists agreed that NLP is getting quicker and easier every day, and this will speed up the rate of innovation.

 

  • As the tech is getting easier, everyone is looking to chatbots. One thing was apparent at the event, chatbots are going to revolutionise our interactions with technology. However, given that humans learn quicker than bots (at the moment), the panelists unanimously agreed that the user should know they are talking to a bot, to encourage the most helpful form of engagement.

 

We would love your thoughts to help shape our future chatbot meetups, including topics, speakers and formats. If you fill in our feedback form HERE, you will be in with the chance to win a free CogX 18 ticket worth £1799! (Ts and Cs apply, winner to be chosen at random and announced 30/03/2018).

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