Chatbots: the New AI


Chatbots: the New AI

Chatbots: the New AI

On Wednesday evening this week, Digital First attended a networking event in our collaborative offices and the focus was Artificial Intelligence, specifically chatbots. We started off the evening with a bit of networking in our office and met lots of interesting individuals:

It was then time to take our seats and prepare for the presentation. We had to get a selfie first, obviously:

Ingenious AI hosted the event and Mark Chatterton, from the company, began with the first speech. He explained that the organisation’s focus, is the creation of chatbots which use conversational interfaces and AI. Chatbots enable customers to communicate with companies in a personal, human manner; in Mark’s words “create a great customer experience every time”. He then went on to explain that, in every 10 years, there is a generational shift in interfaces, by giving the examples: the late nineties had websites (the ‘dot com’ boom), in 2008 Apple enabled apps to be launched on the iPhone and he even considered the future, stating that “30% of our interactions with technology will be conversational by 2018”:

 

The first guest speaker that took the stage was Marie NG, the Head of Digital Incubation at Bupa. Marie stated that she wanted to incorporate chatbots into the patient experience and make bookings appointments an easy task. The timeline was discussed and what was learned from this new project. She explained that keeping the task simple was key as this technology is not capable of many tasks, so there was a human handover on the bot. Marie expressed how difficult it was to get her internal team on board with this new technology and gain customer attention. However, these issues were all overcome and the chatbot became a successful tool to enhance the customer experience for Bupa.

Next up was Josh Volk from Sports Bet, and he had a chatbot created to enhance the user experience when participating in horse racing. Josh explained that his company went through many prototypes that all provided different information, he also added that at one point he was the ‘chatbot’ and was replying to the test audience. After all that research and testing, Sports Bet chose a system that would have a set amount of questions which were structured but still have the option to be personalised for a specific jockey/horse. This enabled accurate data to be given, without breaking the bot and it also gave the customer a unique experience with more specified information provided.

The final speaker was Andi Chatterton, the Head of Conversation Design also from Ingenious AI. Andi explained how important it was to get the scripts correct and relevant for each client.  The brand’s voice needs to be portrayed in each chatbot and it should create a persona. For example, a healthcare chatbot will be sensitive and use ‘healing words’ so customers do not panic about their current health situation. The Jamie Oliver chatbot uses GIFs, images and has humour in the text, mirroring the cheeky chappy persona Jamie gives out.

The whole panel then gathered together and held a Q & A session, using the audience interaction site, Slido, to monitor and rate the questions given.

The room was filled with enthusiastic people wanting to learn more about chatbots and how they can help their businesses. It was a great atmosphere and sparks of innovation were everywhere.

Digital First thoroughly enjoyed the evening and always love to learn about something new!

Posted by Lucy Richards

Lucy is the Marketing Manager at Digital First, she focuses on social media management, content creation and branding. She previously worked in the investment banking industry for over two years, but decided to pursue her dreams of travel and marketing; and emigrated to Melbourne, Australia. She graduated from the Glasgow Caledonian University in 2014 with a Bachelors degree in Entertainment and Events Management.

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