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Chatbots as new apps for mobile messengers

David Pichsenmeister
Partner Engineer at Slack
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Voxxed Days Belgrade 2016
September 29 2016, Belgrade, Serbia
Voxxed Days Belgrade 2016
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Chatbots as new apps for mobile messengers
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Topic: IT

Messengers now have an incredible reach and in 2015 messaging apps have overtaken social networks to become the dominant platforms on mobile phones. Chatbots will be one of the next big evolutions of mobile messengers and they are changing the way how users interact with a service. People are downloading fewer apps, and bots within messengers are quickly becoming a new way to enrich these platforms with context from outside. Messengers like WeChat already showed how to build a truly mobile platform with a pioneering model of 'apps within an app'. Adding a chatbot has a way lower barrier for users, since there’s no need to go to an appstore and download an app, it can just be added as a contact. This is super effective for lower-frequency but important services like managing credit card statements, utility bills or recurring shop orders. For these use cases, chatbots are a perfect fit since adding the bot is extremely lightweight instead of downloading a separate native full-featured apps.

Chatbots unify the UI and the interaction with a service even more than mobile apps do. They have the potential to be easier to use and learnings to be transferred from one to the other. Users do not have to learn the UI from scratch because they are already familiar with the core UI and interaction concepts from chatting with other people.

This talk is an overview on existing messenger and messenger bot platforms, how they differentiate from each other, not only in terms of technical specifications but also in terms of which different UI elements they are providing to enrich the communication within a messenger. Furthermore I will provide best practices and personal experiences for developing and building chatbots from a technical point of view as well as for designing a great user experience within a messaging app.

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Yeah, hello and welcome. 00:03 It's really cool to see that a few people interested in chat bots because I'm really excited about chat Bots. 00:03 But before I want to start talking about myself and chat bots and so on. 00:12 I really want to. 00:16 Thank you for having me here. 00:16 It's a pleasure here. 00:19 It's my first time with a box Stacy and Patrick Route and I really want to thank the organizers and volunteers and all the people who 00:19 made this event happen. 00:28

So I think we should start this talk with a huge applause for all the organizers. 00:28 Thank you, you guys are awesome. 00:34 So let's start with who am I. 00:38 Or not. 00:44 Technology fuck here. 00:44 Yeah, I'm David's I'm the founder of a company called or Asia. 00:49

It's a little star in Vienna and it's a tool which enables businesses to offer customer service wire mobile messengers such as WhatsApp, 00:54 Facebook Messenger Telegram and cake and even though we're pretty young startup. 01:03 We already happy to have create customers. 01:08 Like Uber Den owner, or seek Asia and since when you message messaging space. 01:12 I started to look into chat bots about 1, 01:17 1/2 year ago. 01:20

And since then, 01:20 I developed around 10 chat bots and services around chat bots with altogether about 40,000 users. 01:23 But let's start? 01:30 What is a chat bot a chat bot is a computer program designed to simulate an intelligent conversation with one or more humans by a conversational interface. 01:30 So it's pretty easy right. 01:40 You're right and natural language to speak it answers to you and you can do stuff with it. 01:42

You might remember this guy let's clippy from Windows 95. 01:49 As it was like really annoying thing, 01:55 which popped up in Microsoft Word and it always popped up when you didn't need it, 01:57 but anyway, it's only real chat bot, 02:03 but it was kind of a first virtual assistant, 02:05 which try to assist you through human language, 02:08 it was kind of smart because. 02:11 Based on the context it could help you like for example, 02:13 I see you opening. 02:17

An A file do you want to print it whatsoever and it spoke in kind of natural language? 02:17 I have no idea what is kicker is not working? 02:27 So chat bots are not knew the existence denounces 90s, 02:32 especially like if you have a look into IRC, 02:36 which was pretty popular like in mine is an early 2000s of a lot of chat bots? 02:39 Where can like interact with the spots and? 02:45 You know. 02:48

So why, why is this big hype happening right now and I I found 3 points where now chat paws are really getting better and why now is 02:48 the time to get into chat bots and the first thing is AI machine learning and pick data because it won lots of progress. 02:59

The algorithm's got a lot of get lot better and you can see that for example, 03:06 in the Facebook news feed into Google search there really good algorithms to give you really good recommendations based on your history based on your preferences. 03:11 And stuff like that, and we also made a lot of progress, 03:22 natural language understanding so we can process natural language pass sentences and understand the intent of the user. 03:25

So we can see from the sentence. 03:33 What does the user mean with this sentence and it's also based on the context in the history of the chat history combined with AI and machine learning. 03:35 And one more thing the most important one. 03:45 It's messaging apps messaging apps are huge already have a lot of users. 03:48 Everyone uses mobile messengers. 03:53 Everyone has a Messenger account and in 2015. 03:53 This happened. 03:59 The four biggest messaging apps outpaced. 03:59

The four biggest social media networks. 04:05 BI monthly active users so they're more active users on the four biggest messaging apps, 04:07 which are WhatsApp. 04:13 We chat, 04:13 Facebook Messenger and why were the non traditional social media like Facebook. 04:15 Instagram LinkedIn and Twitter together, 04:19 so really let it sink again there more users and mobile messengers, 04:22 then in social networks. 04:26 And people use. 04:26

People used an intensely to have higher engagement and it's a super personal channel and use it in the everyday life. 04:30 As for example, Facebook. 04:37

There's a lot of people are just look into Facebook, 04:37 one or 2 times a V or even even less, 04:42 but mobile messaging is like a basic needs for humans and use it every day and I want to share this graphic which is really insane because especially if you 04:45 look into Malaysia, Brazil, and Taiwan and merging markers people spent up to 50 minutes. 04:55 We have tea in a messaging app. 05:01 Let's really insane. 05:02

And especially this messaging apps there's a major platforms for a young audience, 05:02 especially for people, less than 25 years and a reason start in Germany for example, 05:10 revealed that. 05:15 That young audience, 05:15 they prefer WhatsApp over Phone calls and they think it's rude if you call them without prior knowledge, 05:18 so they prefer messaging apps instead of text messaging or Phone calls. 05:25 And just your pointed out again. 05:31

It's more than 50 minutes birthday in a messaging app. 05:33 And I'm not the only one who knows this you know this mining guy Mark Zuckerberg, 05:37 the founder, Facebook He also says messaging is the one few thing that people do more than social networking again. 05:42 People use mobile messaging more than social networking and it's the most used feature on a smartphone and he knows what he's talking about because it's not only the founder 05:48 of Facebook. 05:57

The biggest social network is all the owner of Instagram, 05:57 one of the four biggest social networks and he owns the 2 biggest messaging networks, 06:00 WhatsApp and Facebook Messenger. 06:05 And there's another thing about mobile messaging apps and apps. 06:05 Becaus 65% of the people download on average, 06:12 0 apps from months that's literally nothing. 06:15 And another 17%, only download 1 to 2 apps and that's really insane. 06:19

And I really wanted pointed out like Cera apps 65% 06:24 of the users download apps. 06:27 That's because the app downloads. 06:29 A stagnated and the app market is super saturated and you can see that with iOS is like cleaning out the App Store because there's so many that apps, 06:31 which are not developed anymore. 06:39 They want to clean it out and it's really hard. 06:41 I mean, if you develop an app. 06:43

It's really hard to survive from the App Store because you compete against big apps like Snapchat program and many other apps. 06:45 And also, if it development app, 06:53 I mean, it's super expensive because you have to develop on multiple multiple platforms. 06:55

So they have to be an iOS have to be an Android and is not only developed one product because it developed 2 products because the UI and UX is 07:00 completely different and you cannot just port like an iOS app to Android and expect to users to use it. 07:07 The same way because an Android user has a different user experience and an iOS user. 07:13 And also you're limited to the frameworks in the languages from from Android SDK or from from iOS. 07:18

And even if you manage that someone downloads your app. 07:27 Be hard to get on your home screen, 07:30 and this is where I want to be as an app. 07:32 Because this is these are the apps, 07:34 which people actually use and this is also the place for messaging apps already live and there's probably not only one messaging app on the home screen. 07:36 But more likely. 07:44 There are 2 or 3 in my case for example, 07:44 at 6 messaging apps. 07:47 But yeah again. 07:47

There are 2 people who say OK people are not downloading app. 07:54 What will still the mobile Rep right. 07:57 We have the mobile web yeah. 07:59 No, not really. 08:01 Again, this guy remember him from earlier Mark Zuckerberg is at in 2012. 08:01 Our biggest mistake was petting 2 margin HTML5 and there's a reason for that because the mobile web has always failed to deliver I was a really big fan of 08:09 HTML5 and it was still are. 08:19

But the problem is your mobile web browser or immobile web does not live from the home screen. 08:21 Because you have to open your browser 1st and every few types open normally then if the open new tab and it's super confusing. 08:27 And also you have a lot of problems with performance because mobile web performance is not that good as a native app on your platform. 08:35

And I mean, there are ways around like you can use CSS3 hardware acceleration, 08:45 you can use web work as you can use local storage. 08:50 But the people don't do it and if you don't do it, 08:53 you have like? 08:56 A really shitty website and that's why the mobile Rep is really a crappy place to hang out. 08:56 And This is why existing platforms are becoming more important and chat. 09:10 Bots are the way to go. 09:14 That's what I already said, 09:16 like apps. 09:18

It's super hard to get it. 09:18 Try it, you eyes? 09:20 Do eyes hard. 09:20 You access hard, especially because you have to develop for at least 2 platforms. 09:22 Maybe 3 or 4 or whatsoever, 09:27 and the Web is really not a good place and one of the best examples for me is air B&EI really like a book a lot of trips on Airbnb, 09:29 but when I do it, 09:38 I'm on my desktop laptop. 09:39

But then when I leave to the airport and get off of the plane and normally check every impeded my host send me a message or where is the exact 09:40 location and then open the mobile website and then? 09:48 When I think it's finally loaded there's this huge pop up around the whole screen, 09:51 saying please. 09:56 Download our app and they're like no. 09:56 I don't want to download this app because it just want to check this one thing. 09:59

And then I click it away and I think, 10:04 OK, they will remember it I clicked it away, 10:06 but next time I open it again. 10:08 And then you always have like, 10:10 this little button or asleep and a Top like please. 10:12 Download the app. 10:15 Yeah, I can. 10:15 I know why? 10:16 Because they spend a lot of money to develop this great app on Android and iOS another event. 10:16 They want to send the notification, 10:22 which is also not possible on mobile web so. 10:24 And this is. 10:27

Even further if you think of news websites or E Commerce websites. 10:27 It's even worse because the open article. 10:33 Then they are loading a lot of ads and analytics and stuff like that every single super slow and it takes like ages until finally article and then if you 10:36 start scrolling is like an Xbox pop up please. 10:45 Subscribe to our newsletter. 10:48 Anyway, 10:48 that's why I really lost Facebook. 10:51

I mean, I know it's evolved garden, 10:53 but it's super performance is performing a smartphone app on the desktop. 10:56 I have this news feed. 11:00 I've instant articles without ads and Furthermore. 11:01 I'm always locked in. 11:04 And chat bots they combine the best of them because they are super personal you're always locked in there, 11:04 not slowing down and already native on every platform, 11:13 which is pretty huge. 11:17 And as you can see this. 11:17

This leads to a platform shift back in 2008, 11:22 when iOS opened their their platform for 3rd party developers. 11:25 Their iOS app store. 11:29 People were shifting from websites to mobile apps and prefer to use mobile apps in their daily life and now the shift is happening again because 11:29 the app market is saturated app downloads are stagnating and people. 11:40

People want to get like new experience, 11:45 but don't want to download new apps and messaging apps already there. 11:47 And then there's This guy you might not know him, 11:53 but instead Livingston found of chicken messaging network and he says chat apps will come to be thought of as a new browsers and pots will build a new website 11:56 and this is the beginning of a new Internet and it's really. 12:05

Really think of it is beginning of a new Internet right now and it's happening right now and it already has started not here, 12:09 but somewhere else. 12:16 To someone know this logo? 12:16 Who knows his logo. 12:19 At least 2 or 3. 12:19 Let's we chat is the biggest messaging app in China. 12:22 And China is around one point for your bill and use uh. 12:26 Inhabitants in the smartphone penetration is about 65%, 12:30 which leads through around 900 million smart Phone users. 12:34

And this app has already 806 million monthly active users that around 80% 12:40 of Chinese people have access to the Internet using we chat, 12:46 a bit about the history of Rejet. 12:51 It was launched in 2011. 12:53 By 10 Cent is the company behind Richard and before we chat was that big the biggest messaging app. 12:55 Desktop messaging app for QQ which is also developed and Tenzen developed in 2003. 13:03

An app for feature phones in 2008 for smartphones, 13:10 so that already had the biggest messaging app on smartphones in China and still decided. 13:14 To build and you completely mobile app and that's because he realized how game changing the smartphone actually is and there was a really smart decision. 13:20 The higher completely new team and build a truly mobile platform instead of just building a better smarter. 13:31 QQ app with all the desktop legacy shit. 13:39

And they really pioneered this app within an app model, 13:45 so they opened their messaging platform to let other people built apps on Top of this messaging app. 13:48 So you can build an app in a nap and that's really smart and here for example, 13:54 you can see that's booking an appointment with doctor off from left to right. 13:59 But even good fruit are because they said. 14:05

If you have that many people, 14:08 let's introduce payments or they introduced we chat pay, 14:10 which made it possible for people to transfer money to their friends to pay online and right now about 300 million people already entered a credit card details. 14:13 In Richard's around 40% of the we chat, 14:24 users and they can send money to friends I can order editor. 14:27 Shin, which is kind of the Chinese Rover and recently eventually was bought by Uber and. 14:31

Then you said, OK, it's pretty cool. 14:37 Now we can pay online in we chat, 14:39 but then does that you know what would be cool. 14:41 If you can pay with, 14:44 we chat in an offline store so they went offline stores. 14:45 And introduced we chat pay and right now they have more than 300,000 offline retail stores that accept we chat pay so you can walk into an offline shop and 14:49 pay with your messaging app and that's really. 14:59

That's really cool and even got further into the physical world for example. 15:02 This little toy is called Manman by a Chinese company collect and on men and it's a Bluetooth enabled toy, 15:07 which is directly connected to a we chat account and parents can send messages to this toy and it's in this incident played for the children and the children can 15:14 then answer by pushing the belly button and then a voice Mail is sent to the parents, 15:24 we chat account. 15:29

So what about the rest of the world. 15:29 I mean as I ready told before as I've seen like the big message usage in Taiwan, 15:38 Brazil and so on, you see emerging markets are paving the road. 15:43 And in front of that it's Thousand America Africa, 15:48 Asia answer on and we're here in Europe and us really lost movers because in our world. 15:52 The mobile Phone is still a second class citizen because we prefer to use laptops. 15:58 We have fiberglass Internet and. 16:04

You have to imagine that there are people coming online for the first time in the life with a smart Phone on the first thing they normally download is a 16:07 messaging app because they want to stay in touch with their friends and family. 16:14 So a big quis can you guess the country with the highest mobile banking usage in 2013? 16:19 Anyone. 16:25 It's Kenya followed by put Savannah and tons and year. 16:25 And you don't even have smartphones? 16:33 Yeah. 16:37 It's percentage. 16:37

And they don't even have smartphones. 16:37 They used feature phones never there was this service introduced called MPs are so you could go do in local agent transfer. 16:47 Some manager in please. 16:54 I count and then you could send this money to another person with another MPs. 16:54 I account and this was really big thing in Africa be cause. 17:01 I mean here in Serbia or an author or Evan Europe. 17:04 Every 500 meters. 17:08 You have an ATM or bank. 17:08

They can go there and get some money, 17:10 but in Africa. 17:13 It's different because. 17:13 There's like huge ways into the new bank doing next Bangor like the next ATM. 17:15 But also for. 17:20 All the counties already have, 17:20 like a higher smartphone penetration. 17:25 Can you guess the country with the highest usage of mobile banking smartphone apps in 2014? 17:27 It's still not China, it's Indonesia. 17:32

Followed by China and Thailand and is really interesting because you think of Indonesia just like. 17:36 One country is somewhere in. 17:42 SE Asia, but if you look at the inhabitants is like almost as many people in the US. 17:44 There's just one market. 17:50 Indonesia is one market with almost as many people as in US? 17:50

But anyway, even though we don't have that many, 17:57 many services on messaging apps messaging is still the number one communication channel for our personal life. 18:00 And businesses also wants to get into this messaging apps to offer their services and messaging app. 18:08 For example, like today in the morning. 18:14 I was booking a taxi via Bible, 18:16 which was pretty cool. 18:18 So. 18:18 Messaging apps are catching up and do some more notice guy. 18:23

It's Christmas you know, he's super famous for being the inventor of the hashtag and is also known as the Ryan Gosling of Silicon value. 18:27 And he's responsible for the message integration of Uber and in 2015. 18:38 He said he term tick interrupt the hashtag can't com which is meant Conversation Commerson. 18:43 You said 2016 will be the year of conversational Commerce. 18:50 And then it started the Rays to become the reject of the West. 18:55

And it started out in June 2015 men, 19:01 Telegram launched our first pot platform followed by slack, 19:03 which launched their App Store in December 2015 and then Microsoft launched Skype bot platform at the build conference. 19:07 The other lodged. 19:15 Microsoft bot framework, 19:15 which let's you build on different platforms. 19:18 Then should after that kick made their bot. 19:22 API public for everyone and introduced their pot shop. 19:25

There could discover Bots on kik messaging app and. 19:29 Line opens their private better for for a bot API. 19:33 And then there was this big boom in April at the F8 Conference. 19:38 There Messenger said. 19:43 We're opening our messaging app for 3rd party integrations. 19:43 And it was really a message that doesn't like the whole hype started because people were thinking OK. 19:49 If this guy Mark Sucker Burg like. 19:54 The Guru of social media and social messaging if he says. 19:56

We're going to open our messaging platform there must be something right. 20:00 But also other messaging apps we probably all know WhatsApp and. 20:05 Still didn't have an official API, 20:09 but earlier this year exactly in January denounced. 20:12 They will open their platform for businesses and around 20:18 or 3 weeks ago. 02:00

That changed their privacy policy and it's very likely that are coming features to WhatsApp this year and dusted lostep vibe are they haven't discussed anything but I'm sure there 20:22 will be something pretty soon. 20:33 And just to get your feeling about all the messaging. 20:35 As for example, Telegram are's 100 million monthly active users slack has around 3 million daily active users. 20:39 Skype authors 300 million active users for kik. 20:46

I couldn't get any number about monthly active users. 20:49 But they have 200 million registered user line is around 220 million monthly active users. 20:52 Messenger already has 1 billion. 20:58 WhatsApp is 1 billion in Viber has around 250 million. 21:00 And do you still remember back in 2008 when I OS launched their App Store? 21:05 How many users you could reach. 21:09 It was only 13,000,000 and with the release of the platform pot platforms. 21:11

In 2016, he could reach up to 2.5 billion users which is a massive amount of users to reach with messaging apps. 21:17 And even more that even more reasons why this is a really great opportunity to get into chat Bots. 21:27 I mean think of apps if you want to download an app. 21:33 You go to the App Store. 21:36 You search for the app. 21:38 Then you have to remember your password and many people don't get it. 21:39

Then you have to download it, 21:43 which takes up space in the device and then finally managed to download this app. 21:45 Then you open this app and the first thing you have to do register and that's really annoying and that's where chat bots really comes in. 21:50 Comes in super handy because we have less friction to start a conversation with a pot on and if you're starting this conversation conversation. 21:58

You already locked in they can really use them on the fly. 22:07 So for example, instead of downloading an app to generate a meme, 22:12 which I can just text meme generator parts and create a meme directly within a messaging app. 22:16 When I have a pizza restaurant or find pizzeria. 22:22 Some nearby just send a location in the pizza emoji and it shows the places around you. 22:25

And this is another success or this is an app called survival and it's made by some weinies Friends of mine and they lost last year. 22:34 In 2015 and it's a super simple app. 22:42 It's a social network. 22:44 Where can upload 2 pictures and then ask the community for help you to make a decision for example in this case? 22:44 What should have. 22:53 You deny it like this number at the Top one or number be the 2nd one? 22:53

And ever really struggling to get people using the app. 22:59 I mean, it's 2015 and you introduce a new social network and then you then you need people. 23:03 Downloading the app and user app. 23:09 Let's really hard in the target audience was what Tina Chess and preferably goals. 23:11 So I said together with them about half a year ago and told him. 23:18

Hey why you not building a Messenger Portora Clickpad because it's probably a great opportunity, 23:21 I mean, even though if you just use it as a second channel to get a few more users so. 23:26 Did it? 23:32 So degraded a Messenger bot and his kick pot and it just sends you like you start a conversation with a bottle in the sense. 23:32 You the picture and then you can vote with A or B and if we want to create like. 23:42

If we create a question you just upload 2 photos at a title and it's uploaded community and all the other people can vote. 23:47 And then this happens. 23:55 Within one month to get about 100,000 users. 23:55 And this was about 2 months ago and currently there are 300,000 users, 24:03 whereas $250,000 cake and $50,000 are on Messenger. 24:08 So you might ask how to make a great part because everyone right now, 24:14 hopefully want to make really great part. 24:18 But for us. 24:22

Let's distinct between the two kinds of pots test is conversation bot and there's a transactional boards. 24:22 A conversational bot is apart. 24:30 Which understands or which can process natural language and also can understand this natural language? 24:33 And interact in a human way, 24:41 and most of the times. 24:44 It has some kind of personality a good examples of Siri or Amazon Alexa. 24:45 But you think about conversational bots is really hard to get right be cause. 24:53

I it's not like the Super easy stuff to get it right. 24:57 It's really hard and big companies like Google and IBM. 25:00 They're struggling with that and also the consumers a super spoiled becaus. 25:03 They think I I mean, 25:08 it must be huge. 25:09 Becaus Google defeated the best to play an IBM Watson on jeopardy, 25:09 so if attacks. 25:14

This part it must be Super Smart and also test is evolution thing because the human species is the only one which is able to talk so 25:14 expect someone who can speak. 25:22 To be smart. 25:24 But you also have transactional parts. 25:24 And these are kind of comment oriented so just send them comments not really natural language and it's a form like interaction. 25:30 Just like you in a step by step and you can make use of rich UI elements example for less. 25:39

Like the meme generator about what I've shown you today. 25:44 So I want to get a bit into. 25:48 What are all the different UI elements you have available this for example is Facebook Messenger you see like on the left? 25:50 Uh this is a template. 25:59 Where can create an image and have a title and description and you can also add a call to actions with buttons like on the 2nd one or a send 26:00 order confirmations, or attacking confirmations. 26:10

And you can also assemble them to carousel. 26:13 So you can give them like up to 10 options within 1 answers that it can stroll through and see like? 26:16 What is the best option for me or whatsoever and they also introduced? 26:22 A persistent menu the menu on the on the bottom left, 26:27 which is always available to the user. 26:30 So you can always click on it, 26:33 and see the options for this menu. 26:35

And they also introduced quick replies which is a super handy way for giving the user suggestions? 26:37 What you can do for example. 26:43 This is a good question. 26:45 It's pick, a size. 26:47 And there is a better fit replies come in super handy because if someone asked me picking size. 26:47 What is it? 26:55 Is it medium? 26:55 Is it M? 26:57 Is it 46. 26:57 I don't know, but with the buttons you can suggest. 26:58 What do you expect? 27:03

And right now, 27:03 the introduce like I think 2 weeks ago and the ability to add a web view, 27:06 so on. 27:12 On the right you see a web view, 27:12 so you can actually use HTML elements to enrich your bot. 27:16 But also other platforms have also grid you're elements is for example, 27:21 is Telegram in my opinion. 27:25

Still, the most advanced but API because they've been there a really long time and you came for example, 27:27 have these slash comments, which are commonly known from slack. 27:33 But you can also have adjustable buttons and you can change him at every response. 27:38 And once in a really large about Telegram so Messenger, 27:45 you only have one to one conversations. 27:48 But on telegram. 27:51

You have you can add the bot to a group and Furthermore they have that in line parts so? 27:51 In ongoing conversation it's just called the batlike at GIF. 27:59 Put in a search phrase and then. 28:04 Their gifts pops up, and you can send it directly to conversation. 28:06 So you can make use of the bot during an ongoing conversation and that's pretty cool. 28:10 And they also have some kind of quick replies and a pretty cool feature, 28:16 which is editing. 28:20

A message for example, 28:20 as you see on the right. 28:22 Does this message and then of the Spartans 1234 until 285 and the cool thing is if you take one of these buttons. 28:25 It's not like the sending another another message with the same buttons. 28:31 No to just showing on this message that different message. 28:35 So we can get some kind of paging within this app and that's really cool. 28:38

And for Skype, the recently introduced also this cards, 28:44 you already know from Facebook Messenger and order confirmation templates. 28:48 And Yeah. 28:53 And it has kick which is a bit sad because they only have buttons same As for lion. 28:53 But I'm sure there's still more to come. 29:00 And the last messaging network is slack. 29:04 I think all of you know this less slash comments in slack and the recently also introduced buttons. 29:07

Yeah, that's all the messaging networks, 29:16 but you get back how to make it great, 29:19 bot. 29:21 It doesn't need to be excused their transactional or conversational part because you can actually combine the best of them and that unless a great potential becaus as this 29:21 smart girl says messaging has the potential to be the comment line for normal humans. 29:33 When I first read. 29:39 It was mind blowing becaus. 29:39

Actually, what the comment line is it's a Supertramp chat bot. 29:41 It just understand understands a few comments. 29:45 But if you combine human language, 29:49 human natural language processing and understanding at the transactional chat bot you get a Super Smart comment line interface, 29:51 which can understand some basic human language and then you have the power of the whole Internet within your messaging app. 29:58

And this is what really makes a great great pot now is a big some principles of pot design, 30:07 which are kind of suggestions? 30:13 How to make it great pot. 30:15 These are not really rules. 30:17 So we can obey the principles without being bound to them. 30:19 And the first one is. 30:25 Don't pretend to be a human many, 30:27 many triads all of them failed and there's a reason for that because no ones are far past the Turing test and if you try to pretend to be a 30:29 human. 30:37

People will realize pretty quickly that it's not a human and they get really pissed so don't do that. 30:37 And know your audience and know your platform as I mentioned earlier. 30:45 The startup swell to have 250,000 users on kik and only 50,000 on Messenger, 30:50 but Messenger is 10 times bigger than kick that's becaus. 30:56

Kick is the right audience for their app because kick is normally used by Teenies in the US and Canada and 4 out of the emptiness use kik's main communication 31:02 channel so this is like really right audience for their tool. 31:12 Then, yes, we chat, which is actually just bound to China and even if it download. 31:18 We chat here. 31:23 First of all. 31:23 You can't make of any of these features which are available in China and 2nd. 31:25

One you mostly find only Chinese people and then you have line which is available in like half the main market in Japan and S Korea and its surrounding area 31:30 and Telegram is super huge in Russia, 31:40 and in Middle East, which was saying be cause 20% 31:42 of their 100 million monthly active users. 31:45 Living in the Middle East. 31:48 And it's also becoming popular in Europe right now and select for example, 31:50 is a good example how it can use. 31:56

A messaging service if you do some kind of office application or business application because it's like is the place where people live during their working time. 31:59 That's another one always provides an escape hatch chat was operating you. 32:10 For developers in order for end users the end users they don't really know. 32:16

What is a chat bot or how to use it and sometimes you get stuck in the diverse thing which can happen is to get stuck in a in a 32:21 messaging app because there's no way back. 32:29 There's no back button. 32:32 There's no home button and you can only leave the conversation, 32:32 so you can use like persistent menus. 32:37 As a way out or start over. 32:39 The conversation, so that the user doesn't end in a dead end. 32:41

And you should also listen to keywords like cancel or a stop to start a pot over again. 32:46 You structured input when possible. 32:54 As I mentioned earlier with what's the size is really hard to know what duster got expect does it expect medium and number whatsoever, 32:56 so user doesn't need to guess the answer and you can save them from a bunch of typing. 33:05

And one another thing it's a really, 33:13 really important thing messaging is still a private and intimate thing other than social media where like it's almost public and you have more one to many conversations or many 33:16 too many conversations messaging is still very private and mostly 1 on one. 33:28 So we should follow the rules of social behavior for example. 33:34 Don't subscribe someone automatically do your chat bot and send him news. 33:39

Becaus if I'm chatting with a friend. 33:43 I don't expect from them to just subscribe me. 33:45 I want him to ask me before in the chat bot to do the same. 33:47 And create experience starts with great on boarding. 33:54 This is not only a thing for chat. 33:57 Bots that the channel wrestling, 33:59 but so many people still don't get it right. 34:01 I've already seen so many parts that start with a message saying hi. 34:04 I'm blah blah blah pot asked me about. 34:08

Ask me about the restaurants nearby and then I ask him OK. 34:12 I want pizza in Vienna, 34:15 but has no pizza in general because it only works in San Francisco in Copen Hagen, 34:17 but How do I know? 34:22 Eyes are. 34:24 You don't do it like in other services in apps or websites. 34:24 If you have a website and the user locks in you? 34:30 Don't just show him like. 34:33 Your application and say they are buttons and menus will figure out how to use it. 34:35

No, you on board them taking on your hand and go with him through the application step by step and it's the same for a chat bot and check. 34:40 What is even better for that because it can you have like this kunai style and guide him through the process and that's pretty cool. 34:47 And in general just reapply all the rules of service design because in the end the chat bot should design to make consumers life easier and not the developers live. 34:56

And be nice. 35:09 As mentioned messaging is still a very personal space so there's no need for attract attention within the messaging app. 35:09 So you don't have to shout out get a 15% 35:21 ticket now or discount now because you can just ask him. 35:24 Hey, I found this voucher do you want to have a 15% 35:27 discount to just be nice because you already in a one on one conversation and really personal space and even more give the pot a bit more personality. 35:31

So just don't be like. 35:41 I'm a program just given like name or something like that. 35:43 So I'm already almost at the end of the slides, 35:49 but I still have some time. 35:51 So I want to mention a few other things, 35:53 many people ask me what a great categories were chat boards. 35:55 And it's actually almost everything, 35:59 which works code in the App Store super useless for example, 36:01 is news. 36:05 When Facebook Messenger launched a bot platform. 36:05

The Lodge together with CNN and you spot and it's working quite well for them. 36:08 I also talked to the guys from Washington Post and they said they have a 5 to 10 times higher engagement on the chat. 36:13 Bot then under mobile website, 36:19 which is pretty huge another big use cases E Commerce for example. 36:21 Also at the Facebook Messenger Large, 36:25 the last year, one 800 Flowers spot. 36:27

Buy Flowers within messaging app and E Commers is a pretty cool thing and the really important thing because most of their mobile E Commerce websites there pretty shitty. 36:29 And super slow and most of the small shop owners. 36:39 They don't have a possibility to create an app because creating an app is super expensive. 36:43 In a chat bot is a perfect place we can offer your product's let him proud through products and so on. 36:50

Other games games is really huge there was like this, 36:56 9080 adventure game called Sword deported it to Messenger and it's super successful or that's great way for example, 36:59 for dating. 37:06 There's on telegram. 37:06 That is hot or bot, 37:08 which is actually kind of finger. 37:09 It just send it in your profile. 37:11 Pic and then you can browse through other people who are nearby and then say yes. 37:13 No yes, no say mystical. 37:17 And also another big thing is a monetizing pots. 37:21

Facebook Messenger started testing payment into US. 37:26 And, which means it's trying really to become the switch it off the West and it has already huge customer base. 37:30 And if you have people enter the credit card details. 37:37 The friction to buy something online. 37:40 It's way lower. 37:43 But some examples, 37:43 you monetize your bot is sponsored content same as Poss feed thus. 37:46

Sending affiliate links every scene for example, 37:51 in the Mika pots, where it recommends pizza places. 37:53 It just can put one affiliate link their lead generation sales is also good topic. 37:56 Or retail box as I mentioned earlier, 38:02 the commers? 38:04 What just services around parts like analytics service, 38:04 masturbating tracking and so on. 38:08 So if you go home tonight. 38:11 I want you to take away a few things. 38:13 And this is. 38:16

Messaging is massive and we here in Europe, 38:16 where they lost movers and it's only the beginning right now, 38:21 so go home and develop Bots. 38:26 But before I stop talking I still wonder now something. 38:28 As I mentioned earlier from Vienna. 38:32 I have this company or ratio and we are organizing the chat bot come 2016 in Vienna in 2 weeks. 38:35 We have speakers from Facebook Messenger from line from slack from Viber from IBM Watson from Whitley. 38:40

I from Microsoft bot framework. 38:47 There will be really cool event is about 400 attenders and more than 10 speakers and since you guys are really awesome. 38:49 I want to give you a Camera sound discount for the first five people by a regular ticket the voucher code is box taste paragraphs. 38:56 And also wants to announce one more thing about our community. 39:04 A few weeks ago. 39:08 I created this community called Bots spot. 39:08

Vienna to draw bit attention on what's going on in Vienna and to explore a bit like? 39:13 What do we do in Vienna. 39:19 We organizing bot meetups every month was around 5200 people in tune reorganized once I kathan there's definitely coming. 39:20 Another one friend of mine started the first European chat bots in Coke bottle. 39:29 In Vienna and there's also this chat bot counts happening. 39:34

And these are only just a few startups were in the messaging space on the chat board space in Vienna, 39:38 you for example, Yoda Target, 39:44 the seat, Kampak Company. 39:46 You have runs the messaging app. 39:46 You have meets the hipster Cat Board. 39:50 You have grape. 39:52 It's a business messaging service similar to slack. 39:52 You have Mon styles. 39:56 E commers app. 39:56 We can buy products online and or ratio and many more. 39:58 So if you ever want to do something. 40:02

The spots we would be happy if you connect with Vienna and if you around in Vienna. 40:04 I'm super happy to connected with all the guys that's it, 40:09 so far. 40:13 Thank you very much. 40:13 Yeah. 40:22 My 40:22 amazing talk first of all. 40:33 I'm a proponent of the of the chat bot rate. 40:35 As as of now, and as it before actually and I have some some knowledge in the area. 40:40 But I would like to ask you to elaborate more on the on the segmentation of the market because we still have. 40:45

So many condemning messaging platforms that are fighting for the users attention so. 40:54 As a business owner was always there platform. 41:00 Warner owner would it be viable to go into the market right now and develop for all the platforms or just wait a little bit so they conglomerate like a 41:03 little bit more make it massive and then go for like 1 or 2 platforms as well as in the air business 41:12 basically. 41:18 That's actually really good question, 41:18 but this. 41:22

In my opinion, 41:22 it's always a trade of you have like either. 41:24 You wait until everyone figured everything out and then you build for the right platform, 41:26 but the Internet. 41:32 Among the first users or first movers or you jump into something risk something and then you can be successful, 41:32 but also, if the risk to be a first mover because being a first mover is always a risk, 41:40 but you can also use for example, 41:45 things like Microsoft bot framework. 41:47

We had just developed business logic of one pot and this bot framework takes care of deploying it to. 41:49 Several platforms for example, they integrated Skype Telegram Messenger Line and kick as far as I know so just have one pot logic. 41:55 Then talk to the Microsoft bot framework API and that distributes everything to the right network, 42:04 but also some other services to do that. 42:10 Thank you for the 42:13 out like thread one more question. 42:14

If you eat food and elaborate more on the topic of localization basically because we are in Serbia right now, 42:16 but I personally I'm from Bulgaria. 42:24 These are small languages. 42:26 These are languages with virtually nonexistent NLP integration. 42:26 We don't have any NLP 2 sets that are viable and can be implemented easily. 42:32 So when it comes to languages and localization. 42:37

This is a huge hot potato for developers so if you go like English, 42:40 only for the for the US market or in the Asian markets or in Russian market is OK. 42:44 But for smaller languages is going to be a really raised 42:50 in the desert. 42:53 That's That's a true story to think about this uh I mean. 42:53 Doing natural language processing on your own is really hard and I wouldn't do that. 43:01

So I would use a service like VTi or API to do it for me and I mean, 43:08 I don't know about Bulgaria or Serbia. 43:13 But as far as I know I has already 70 or 80 languages included included an Facebook is really pushing to have all languages available. 43:16 Is 43:28 all I know thank you? 43:28 So let's me being a bit cheeky what? 43:49 What does your Twitter username mean? 43:51 It's pie by uh there, 43:55 you go you see. 43:56 I'm jet like there. 43:56 Thank you. 43:58

OK, if there's no other question I will still be around. 43:58 I will also be here tomorrow. 44:11 I will be wearing this hat. 44:12 So you can Remember Me and I hope to see you afterwards for beer. 44:13 Thank you very much. 44:17

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September 28 2018
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