Improve your Bot Metrics: I'm sorry I Didn't Undestand What You Said.

www.getbotmetrics.com

I’m Sorry But I Didn’t Understand What You Said

Sandeep Chivukula @_sandeep

http://www.getbotmetrics.com


BotmetricsDelight your customers with chat and voice UX

• Rich analytics out-of-the-box • Custom Interactions w/o code • Conversion and Link Tracking • Touches and Time to Resolution

• Custom Event based Segments • Conversational Path Analysis • Intelligent Aggregation

• Broadcast Campaigns • Drip Marketing and Follow up Surveys • Sentiment Tracking • Local Timezone Delivery

Measure Every Word Get to Know Your Users in Depth

Delight & Engage Your Customers

Support for all major channels + custom Best in Class Developer Experience

go nodejshttpsrubyMS

botframeworkGoogleHome

FacebookMessenger

KikMessenger

SlackCustomChannel

(Mobile/Web)SMS



2016



Chatbots

AutomatedConversation

Agent



Not all Bots Capitalizing on Momentum

% U

sers

0%

7.5%

15%

22.5%

30%

Total Number of User Interactions0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21



Jobs-to-Be-Done Theory

When we buy a product, we essentially “hire” it to help us do a job.

If it does the job well, the next time we’re confronted with the same job, we tend to hire that product again.

Clayton Christensen Harvard Business School

Disruptive Innovation Expert



How do we getBots “re-hired”?



Use CaseContext Expectations Love



Context Love Use CaseExpectations



“Personalization + Permissions”

Dan Reich CEO Troops.ai



Dominos: Easy OrderHistory



Botmetrics:Timezone Aware



Make Tech Work FOR Humans.



Opt-in+Relevant: Delight

Else: Spam

Slack’s Notification Decision Tree



charming > cute



Functional+

Emotional +

Social



“Enhance or replace existing interaction. Make it easier not just novel.” Paolo Perazzo CEO Kyber



Our Rockstars are different (Troops)



NLP is hard (for humans too)



Build Scalpel; Be Upfront

Graphic via Des Traynor Co-Founder, Intercom



Thoughts for 2017

More (not less) Conversational UI

Smart (context aware) Automation in Enterprise

Predictive (Push) Bots



Thank you

Email: [email protected]:@getbotmetrics

Best Bot Newsletter: www.botweekly.com

Want to improve you Bot metrics?



mailto:[email protected]

http://www.botweekly.com


Improve your Bot Metrics: I'm sorry I Didn't Undestand What You Said.

Technology

Transcript of Improve your Bot Metrics: I'm sorry I Didn't Undestand What You Said.