Chatbot Infographic

CHATBOTS 101

In the “Mobile-First” world, what type of app is used most widely and most often?

Messaging apps!

4.1 Billion users on 6 of the Top 10 most used apps messaging apps1 globally are messaging apps1

Intelligent conversational chatbots are the new interfaces for these apps, and they are changing the way businesses and customers interact. NOTABLE ARTIFICIAL INTELLIGENCE MILESTONES

THE TURING TEST Alan Turing proposed “intelligent” machines 1950 would be indistinguishable from humans in text-only conversations

DEEP BLUE Defeated Garry 1997 Kasparov, Chess World Champion

WATSON Defeated Ken Jennings & Brad Rutter, the two most 2011 successful contestants ever, in Jeopardy, but struggled on clues with few words

ALPHAGO LIBRATUS Defeated Lee Sedol, 2016 Defeated four professional “Go” World Champion, poker players in a No-Limit runner-up for Science’s Texas Hold’em tournament; “Breakthrough of the Year” learned how to bluff

MESSAGING APPS: THE PERFECT CHANNEL FOR CHATBOTS

24/7

65% 50% Over 50% Consumers prefer using Consumers would make Customers expect a messaging app when a purchase through a a business to be contacting a business2 messaging app2 open 24/73

BUSINESSES ARE FOLLOWING BUSINESSES UNDERSTAND CUSTOMERS ONTO THE VALUE OF SOCIAL MESSAGING PLATFORMS MESSAGING CHANNELS

90% of businesses Already 30,000 use Facebook to bots on respond to Facebook & Kik5 service requests4

5X: How much more 56% say often customers engagement message a company through messaging than posting on its is ROI positive; Facebook page4 58% say it reduces costs4

The average messaging conversation is 66% Chatbots could save longer than the average $174 Billion page conversation4 across Insurance, Financial Services, Sales, and 10 Hours: The average Customer Service6 time it takes for a company to respond to a message4

CHATBOTS & AI: TWO TYPES OF ENGAGEMENT

TASK ORIENTED DATA-DRIVEN & PREDICTIVE (DECLARATIVE) (CONVERSATIONAL)

Think of a more robust, Similar to Amazon’s Alexa interactive FAQ or to Google Assistant

Most common type of chatbot… so far Can monitor data, intent, & even initiate conversation; is contextually aware! User-initiated queries with automated responses and conversational menus Personalized based on user proÿle and past Uses Natural Language user behavior Processing, but not much Machine Learning Uses Natural Language Integrates with backend Processing & systems of record Machine Learning

Highly specialized & Predictive Intelligence structured interactions and analytics based on collected data across use Most useful in the Support cases Integrates with Big and Service industries Data sources

POSSIBILITIES WITH CHATBOTS

SOME OF THE AREAS IN WHICH CHATBOTS CAN HELP

What’s my checking I’d like to order account balance? TV service

I’d like to book airfare and a hotel I’d like to report a power outage

Where on campus is the dining hall Schedule my food delivery and what times does it close? for ½ hour from now

I’d like to pay my I’d like to submit an parking ticket insurance claim

How much vacation time What time is the next bus? have I accrued?

Turn down the lights in the Are these shoes in stock room by 50% online/near me?

FIND OUT MORE

VISIT: ORACLE.COM/BOTS For more information on chatbots

[1] BI Intelligence, January 2016 and Statista, April 2016 [2] “Fifty Essential Mobile Marketing Facts,” Forbes.com, November 12, 2013 [3] “3 Stats That Show Chatbots Are Here To Stay,” Venturebeat.com, August 26, 2016 [4] “Data: A Massive, Hidden Shift Is Driving Companies To Use A.I. Bots Inside Facebook Messenger,” BusinessInsider.com, May 12, 2016 [5] “Kik Users Have Now Sent Branded Chatbots Nearly 2 Billion Messages,” Adweek.com, August 4, 2016; “There Are Now More Than 11,000 Bots On Facebook Messenger,” TheVerge.com, July 1, 2016 [6] BI Intelligence, McKinsey & Company, and the US Ofÿce of Personnel Management, 2016