Chatbot ux, ui, ixd and business model notes

1. chat bot UX notes
HOW TO BUILD CHATBOTS THAT PEOPLE COME BACK TO
JOSE BERENGUERES
HILSDALE JUN 26th 2016

2. The feed, content-driven not UI driven

3. The chat, has permission* to interrupt

4. The chat, the new feed ?

5. The chat is the new feed!
=

6. The chat sweet spot (e-health bot case)
Call
$, inconvenience, (cost to user)
WebMD
Visit Doc.
Value created to user

7. Personalization dimension
Call
WebMD
Value
Visit Doc.
- PERSONALIZATION +
$, inconvenience, (cost to user)

8. Call
WebMD
Visit Doc.
-
UX
+
Value
$, inconvenience, (cost to user)
Do UX, IxD, UI matter?

9. Do UX, IxD, UI matter?
-
UX
+
- PERSONALIZATION +
>

10. Win – Lose frontier
Call
WebMD
Visit Doc.
Value
$, inconvenience, (cost to user)

11. Marginal Utility (sick person calls GP)
Marginal Utility
Time
Call

12. Marginal Utility (sick person calls GP)
Time
Call
 
Marginal Utility

13. Marginal Utility (sick person calls GP)
Time
Call
 |  . . .
Marginal Utility

14. Marginal Utility(t)
WebMD
Time
Marginal Utility

15. Marginal Utility(t)
WebMD
Time
Call
Marginal Utility

16. Marginal Utility(t)
WebMD
Time
Visit GP.Call
Marginal Utility

17. Marginal Utility(t)
WebMD
Time
Visit GP.Call
Marginal Utility

18. Marginal Utility pain points
WebMD
Time
Visit GP.Call
Marginal Utility

19. Marginal Utility
CallWebMD
Time
1st chat
Visit GP.
Marginal Utility

20. Marginal Utility
CallWebMD
Time
1st chat
Visit GP.
3rd chat +
RECALL
-
Marginal Utility

21. How much do we remember about you?
WebMD
Time, test, interactions
human
Chat bot
(non-human)
Recall

22. “Successful (voice) chat bots own a slot of the day”
That is why every chat bot want you to set reminders

23. Business Model

24. Value Creation Model
BE THIS NOT THIS

25. Profit model
COST (CHAT + AI) < CALL CENTER:? 10x?
VALUE (CHAT + AI) > CALL CENTER:? 10x?

26. Logic model
1.Less friction in triage & profiling
2.Perfect memory, remembers your better
3.Can be Dynamic vs. static search result
*Example: chat bot knows my age, that I am not
pregnant, that I took ibuprofen yesterday and that I
had a cold three months ago. Therefore when I ask,
can I mix this and this the answer is superior to other
systems…

27. Logic model (ctd.)
1.BE A DATABASE OS MOST COMMON QUESTIONS
2.INVITE ONLY, EVERY CHAT MUST BE AWESOME
3.EVERY CHAT FLAWLESS  FALL BACK CHAT
4.BILL NOW, PAY NEXT TIME THERE IS PAIN
5.GOOGLE UTILIY (CONCISE)
6.FAST (TINDER SYMPTOM SWIPE) WEBVIEW
7.LEARN FROM PREVIOUS CONVERSATIONS…
8.LIST THE IQ OF THE CHAT BOT DAILY
9.ALLOW USER TO UPLOAD MED DOCS
10. COST CHAT < CALL CENTER, VALUE CHAT> CALL

28. MVP results

29. MVP: Dr Chan (messenger)
https://www.facebook.com/Dr-Chan-124943741428642/

30. MVP: results
FEED BACK GATHERED (3 days)
- - - - - - - - - - - - - - - - - - - - - - - - - - -
1# Moms worried about kids 2/10
2# headache 2/10
3# Wikipedia-like query 2/10
4# Casual 5/10
REFS.
- - - - - - - - - - - - - - - - - - - - - - - - - - - -
- Dr. Chan
- Building Business Models,
Berengueres
- McKinsey, 83536234, 83536235,
68531431
- Balayan, George

31. Tech notes
- How not to build a chat bot
- Edward Bullen - Building a ChatBot with Python, NLTK
and scikit
- Chat prototyping tools
- botsociety.com
- Chatfuel.com
- MVP How to
- https://www.slideshare.net/harriken/lean-ux-workshop-
makers-of-barcelona-mob-agile-bcn-meetup