Survey chatbots: where are we at, and where are we going? 16 … · 2019. 5. 20. · Survey...

Survey chatbots: where are we at, and where are we going?

16TH May 2019

Simon Neve, CEO

wizu.com

• Simon Neve from Fusion Software

• 18 years creating customer experience solutions

• Creators of Wizu - the first survey chatbot

INTRODUCTION

wizu.com

What We’ll Cover

• Maturity of wider chatbot industry

• Why use survey chatbots?

• Where do chatbots work best / struggle?

• The future of Survey Chatbots?

wizu.com

WIDER CHATBOT MATURITY

# Survey chatbot providers in

– 2017: 1

– 2019: 12*

* https://insightplatforms.com/platforms/category/chatbots-solutions

wizu.com

https://insightplatforms.com/platforms/category/chatbots-solutions

Commerce

North Face XPS, H & M

eCommerceTransactional

Wizard

Simple Complex

Form

s

Info Delivery

HealthTap

Wizard / NLP

Menu FAQ’sHow-to’sScheduling Agent

Dialogue

Starbucks, RSPCA

NLP / AI

Order TrackingSupport RequestWorkflow ApprovalConcierge

WIDER MARKET BOT TYPES

Info Gathering

DoNotPay

Wizard / NLP

Forms,SurveysLead capture

Virtual Assistant

Alexa, Siri, Cortana

NLP / AI

Message Processing

Hu

man

Mim

icry

Simple Complex

Form

s

SURVEY BOT TYPESH

um

an M

imicry

Forms

Wizard

Quant

Menu basedValidation: simpleData: InboundMaintenance: lowOpen text reporting: Word cloud Bot Skills: noneDesigner skills: DIYCost: $

Validation

Wizard / NLP

Quant + Probing

Menu based with some textValidation: LinguisticData: InboundMaintenance: SomeOpen text reporting: TABot Skills: 20+Designer skills: DIY +Cost: $$

Model Based

NLP / AI / ML

Quant + Probing + Prompting→ QualText/ voice Validation: Linguistic / ModelData: Inbound/ OutboundMaintenance: High / SupervisedOpen text reporting: TA/ MapsBot Skills: 100+Designer skills: Tech / businessCost: $$$

Simple Complex

Form

s

SURVEY BOT TYPESH

um

an M

imicry

Forms

Wizard

Quant


Model Based

NLP / AI / ML


Simple Complex

Form

s

SURVEY BOT TYPESH

um

an M

imicry

Forms

Wizard

Quant


Validation

Wizard / NLP

Quant + Probing

Menu based with some textValidation: LinguisticData: InboundMaintenance: SomeOpen text reporting: TABot Skills: 20+Designer skills: DIY +Cost: $$

Model Based

NLP / AI / ML



wizu.com

wizu.com

Survey Chatbots???

Chatbots

wizu.com

wizu.com

AI PaaS

Conversational AI Platform


1. Early in days of Chatbot hype

2. Earlier days of Survey Chatbot hype

3. Both based on maturing technology

wizu.com

WHY SURVEY CHATBOTS?

Big problem in the industry:

Survey Fatigue

– Affects completion rates

– Affects quality and quantity of verbatims

– Creates speeding

wizu.com

WHY CHATBOTS? QUALITY

Non-response bias

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0

1

2

3

4

5

6

Distribution

WHY CHATBOTS? DEEPER INSIGHT

Case study – Forms vs Chatbot:

• 33% more verbatim text, 118% including AI prompts and probes

• 91% more actionable feedback

wizu.com

WHY CHATBOTS? ENGAGEMENT

Case study – Forms vs Chatbot:

• 57% rated respondent experience 10/10 compared to 11% for forms

• Despite being

1min 35s longer?!

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WHY CHATBOTS? ENGAGEMENT

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7 7.5 8 8.5 9 9.5

15-24

25-34

35-44

45-54

55-64

65+

How would you rate the experience of taking this survey? (1-10)

Conversational Survey Traditional Survey

SURVEY CHATBOTS – WHERE BEST

• Experience

– Customer / Employee / Patient / Visitor

- Respondent experience is valued

- Known domains

- Reactions based on quality / sentiment

- Millennials / Gen Z

wizu.com

SURVEY CHATBOTS – WHERE NOT

• Opinion polls

• Very long surveys

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SURVEY CHATBOTS - CHALLENGES

• Reporting

– Text analytics

• Scripting / Humanization

• Survey fatigue open rates

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SURVEY CHATBOTS - FUTURE

• More bot surveys

• More skilful bots

• Blurring lines between surveys and customer service

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- Model driven feedback

- Service Design / Digital Twin

- Model first, then questions

- Provides understanding / context

- Customer Journey Maps perfect for model

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CHATBOT EXPERIENCE MODELS

wizu.com

Prepare Arrive Presentations Lunch Leave

• Visit web site

• Read agenda

• Plan journey

• Drop coats at cloakroom

• Get coffee

• Connect to Wi-Fi

• Find seat

• Choose stream

• Eat lunch

• Speak to sponsors

• Pick coat from cloakroom

• Drop lanyardTou

chp

oin

ts

CHATBOT / MODELS

• Taxonomy

wizu.com


• Visit web site

• Read agenda

• Plan journey


• Get coffee


• Enter main room

• Find seat

• Choose stream

• Choose food from selection


• Pick up coat from cloakroom

• Drop lanyard

Act

ivit

ies

Intent: “Connect to Wi-Fi”

Entities: • Wi-Fi• Network

Reactions:• Positive: Great ☺• Negative: Right network?

Verbs:• Join• Connect

MODEL ANALYTICS• Heatmaps


• Visit web site

• Read agenda

• Plan journey


• Get coffee


• Enter main room

• Find seat

• Choose stream

• Eat lunch


• Pick up coat from cloakroom

• Drop lanyard

Act

ivit

ies


Mirror human feedback experience

• Close the loop – real-time

• Two way communication

• Express via Voice / Video

wizu.com

SURVEY CHATBOTS - CONCLUSION

• Survey chatbots are coming here

• Offer a solution to the problem of survey fatigue

• Novelty? Or will respondents be even more discriminatory in future?

• Opportunity for survey industry

wizu.com

ANY QUESTIONS?

[email protected]

https://wizu.com

https://linkedin.com/simonneve

Event example: chat.wizu.com/asc/event

wizu.com

mailto:[email protected]

https://wizu.com/

https://linkedin.com/simonneve

https://chat.wizu.com/asc/event

Survey chatbots: where are we at, and where are we going? 16 … · 2019. 5. 20. · Survey...

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