C’era una volta un Panda

e c’era una volta un Bot

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Lead generation in confessionale con i BotAdriana Dell’Arte adellarte@gmail.com +39 340 240 3239

& Adriano � Urso ajaneu@gmail.com +39 333 927 8493

MILAN 25-26 NOVEMBER 2016

Ma se i clienti non facessero domande perché non sanno cosa domandare?

Un bot può guidarli nella direzione giusta?

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Premesse

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What?

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DATA please

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What?

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DATA please

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What?

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Teaching

: � : � http://bit.ly/inobund-in-pillole

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:)

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DATA please

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Answer (irrelevant)

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KPI?

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Life without KPI

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Suggestions

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Life without KPI

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...

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Developing new point of view

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...

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Empathy

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I don’t understand the question

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How do you feel?

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(Irrelevant)

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What?

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CRM

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Lead generation?

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What?

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Lead generation!

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What?

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Personas?

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Still looking for right services and customer needs

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Content strategy

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The quality of attention and intention

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Wishing

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Empathy

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Reality

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Empathy

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To Bot or not to Bot

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Formidabile com’era R2-D2 in "Una nuova speranza": dobbiamo tutti ricordarci che ci fosse un essere umano all’interno di quel bot

(the guardian: http://bit.ly/r2d2guardian )

Potremmo entrare in empatia con l’ utente?

Come?

(escalation?!)

Non siamo i soli a farci qualche domanda:

Human or Bot?That’s HUGE

question!#ConvComp2016 w/

@creepsound

Human or Bot?

Come mescoliamo umani ed automi evitando la creazione di gerarchie? Ancor meglio facendo si che la situazione lavorativa migliori?

http://bit.ly/human-or-bot Human or Bot?

That’s HUGE question!

#ConvComp2016 w/ @creepsound

The shortest time between a

customer question and the

answer will be a bot. It’s not

human vs. bot, it’s human to the

bot powered.

http://bit.ly/human-bot-powered

It’s human to the bot powered

It's not completely weird

"It's not completely weird for people 35 or younger to interact with machines," Brian Solis, the principal analyst at Altimeter

http://bit.ly/not-weird

Chatbots are to you and me and today's culture, what call centers are to our parents' culture," Yory Wursmer, eMarketer analyst

It took 10 years for the web to reach 1 billion daily usersIt took 10 years for the web to reach 1 billion daily users; it took three years for messaging. Just a little while ago no one was talking about bots, but nowadays there is hardly any serious organization out there without a bot project.

http://bit.ly/bot-infancy

it took 3 years for messaging

I wonder if we’ll have qualitative

usability studies where both the

participants and the moderator

will themselves be AI entities

http://bit.ly/ai-bot-ux-research

Usability studies between AI entities?

Human agents need to become even more empathetic

Bots can certainly help answer simple questions more efficiently,

http://bit.ly/human-agent-empathy

but that means human agents need to become even more empathetic.

Where does technology exploit our minds’ weaknesses?

http://bit.ly/bot-hijacks-mind

“The more choices technology gives us in nearly every domain of our lives (information, events, places to go, friends, dating, jobs) — the more we assume that our phone is always the most empowering and useful menu to pick from. Is it?”

“Bots don’t get tired or irritable.

In fact the greater the volume in

the call centre, the better they

perform.”

http://bit.ly/bot-changing-human

s

Changing human behaviour one bot at a time

“Are you real?”

http://bit.ly/are-you-real

“How do you feel?”

https://youtu.be/-Jdk83GvM34?t=1m44s

Allow both structured and unstructured information

Bots will engage with consumers in new ways that combine the strengths of humans and machines to allow both structured and unstructured information to be exchanged naturally and efficiently.

http://bit.ly/for-human-bot-communication

http://bit.ly/conversation-agents

Bots will offer a personalised

experience in a way that social

media cannot.

Bots will replace humans as conversational agents

Bots deal with inquiries from citizens

Australian government will be among the first in the world to deploy artificial intelligence "bots" to deal with inquiries from citizens.

http://bit.ly/autralian-government

Tangible role for brands in their relationships with consumers

A personal touch like this in an impersonal user interface can give the illusion of companionship and therefore create more of a dependable and tangible role for brands in their relationships with consumers.

http://bit.ly/bot-tangible-role

http://bit.ly/bots-vs-humans

Bots and humans are good at different things

Do I even need to build a bot at all?

http://bit.ly/i-need-to-build-a-bot

Cross-references response bot analytics with Facebook data

It also cross-references response bot analytics with Facebook user data to determine how well a message performs with specific audiences

http://bit.ly/cross-reference

Human interaction is, and has

always been, vital to a

high-quality customer

experience.

http://bit.ly/human-role-in-a-bot

-future

Human interaction is vital to customer experience

Grazie all'interazione con i Bot

per poi passare all'umanità in fase di consideration

Le persone vengono messe in grado di fare domande più elementari

efficienza e immediatezza fanno percepire il proprio tempo valorizzato

(domande domande domande)

Alla fine l'awareness è quando non sai ancora che domanda fare

Quando due esseri umani interagiscono possono permettersi la libertà?

Se fra loro c'è una forma pensiero che sospende il giudizio!

E se l’uso del Bot fosse un escamotage

Un modo per evitare di lavorare sulla costruzione di un campo umano scevro dal giudizio?

Parliamone!debate debate debate (grazie!)

Adriana Dell’Arte adellarte@gmail.com +39 340 240 3239

& Adriano � Urso ajaneu@gmail.com+39 333 927 8493