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Chat Bots - ReignDesign

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CHAT BOTS Proposal & Services Overview
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Page 1: Chat Bots - ReignDesign

CHAT BOTS

Proposal & Services Overview

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“Over 2.5 billion people have at least one messaging

app installed. Within a couple of years that will reach

3.6 billion, about half of humanity.”

The Economist

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OVERVIEW

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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WHAT IS A CHAT BOT?

Chatbots are lightweight apps

delivered via messaging

OVERVIEW

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OVERVIEW

PLATFORMS

WeChat SMS LINE Not permitted

• WhatsApp • SnapChat

Telegram kik Facebook Messenger

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OVERVIEW

WhatsApp

WeChat

Kik

LINE

Facebook Messenger

0 250 500 750 1000

ACTIVE USERS

million million million million

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OVERVIEW

STATS

9.5 billion photos sent through Facebook

Messenger monthly

40% of US teens use Kik daily

2.4 billion stickers sent daily on LINE

200 million WeChat users have linked a

credit card to their account

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“Messaging is one of the few things that

people do more than social networking.”

Mark Zuckerburg

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OVERVIEW

ADVANTAGES

• Nothing to install

• No need to sign in

• Simple interactions

• Best for doing one thing well

• Customer service • Make a booking • Have fun

• Where timeliness is important

• Bots can initiate conversation with you

• Easy to make changes e.g. add new responses

No need to sign in

Nothing to install

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OVERVIEW

DOESN'T REPLACE APPS

• Apps are better for more complex interactions

• Apps can show richer images, video, animations

• Apps can be better branded

• Apps have better access to hardware like location tracking, motion tracking (fitness), camera, Augmented Reality

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“Contextual communication is what will

make chatbots the revolutionary technology

everyone is promising."

Joe Toscano, Experience Designer —R/GA at Google

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OVERVIEW

ARTIFICIAL INTELLIGENCE (AI)

• Can be used to make smarter bots

• Can be used to make general assistants like Siri (Apple), Cortana (Microsoft), Alexa (Amazon) which can respond to a wide variety of questions.

• Bots can be trained to do tasks, e.g. identify faces in images

• Can be expensive and technical challenges

• Not all bots need AI, without AI you can still:

• Send standard replies to questions • Guide the user through flows (booking, making requests) • Hook into external systems (reservations, customer service, APIs)

• Bots can answer simple questions, with more complex queries being passed to a human

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EXAMPLES

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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EXAMPLES

CONFERENCES & EVENTS

• "Where is lunch?"

• "What is happening in room 307 now?"

• "What are the veggie options for lunch?"

• "When is John Chen speaking?"

• "When is the Facebook panel?"

• "What time is the first talk?"

• "Show me a floor plan?"

• "What booth is Appiflow in"?

• "Who is the speaker now?"

When is the next session starting in Hall 1?

The next session is at 10:00 - Building Better Widgets by John Chen

Here is a map of the venue

Where is room 307?

You asked me to remind you that the session “Widgets 2.0” is starting in 5 minutes in Hall 5

11:55

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OVERVIEW

15

BANKING

• "Stock quote for AAPL?"

• "Remind me if my balance is low"

• "What's my credit card balance?"

• "What direct debits do i have?"

• "Have I been paid this month?"

• "List my account balances"

• "When does my car insurance expire?"

• "What's the hold time on the call centre?"

• "Show me reports about China"

• "What's the exchange rate to HKD?"

• "I lost my security device"

• "Change my password"

when was last deposit?

The balance in your account is now $49.32. I’ll remind you anytime it drops below $50.

The last deposit in your current account was from ReignDesign for $560.30 yesterday.

call me

A customer service rep will call your mobile +86 186 7808 6432

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EXAMPLES

EDUCATION

• "When are school fees due?"

• "What homework was Johnny set today?"

• "Contact details for Ms Smith"

• "What uniform should he wear for sports?"

• "What school holidays are coming up?"

• "Phone number for the office"

• "Is the office open on weekends?"

• "Do you have some extra worksheets for Johnny?"

• "When is the Easter vacation?"

• "Who is Johnny's history teacher?"

When are school fees due?

They’re due on Friday the 15th. The amount payable is 32,000 baht.

We've let the school know that Johnny will not attend today, 31 October

Johnny is sick today

07:53

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OVERVIEW

AUTOMOTIVE

• "When is next oil change due?"

• "How to set clock"?

• "Show me the manual for the radio"

• "Did I lock the doors?"

• "Phone number of nearest dealer"

• "Need windscreen repair"

• "Book a test drive of the new 911"

Call 03:02

Your next oil change is due at 15,000 miles. Call your local dealer?

how to set clock?

Here's the section of the manual:

MX4 ManualTo set the time on your MX4, tap the TIME button on the center console

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EXAMPLES

HOTELS

• "Need extra pillows"

• "do not disturb"

• "Wake up call at 0730"

• "What time is checkout?"

• "Can i have late checkout?"

• "what time is breakfast?"

• "Whats the wifi password?"

• "whats the list of channels for TV"

• "phone number for the restaurant"

• "nearest hair salon"

• "bus timetable"

• "How to get to airport?"

what channel is CNN

CNN is on Channel 32

No problem, we'll call you at 07:30

Set me a wakeup call for 07:30

Your do not disturb sign was on, so we didn't clean your room. Let us know if you need anything.

11:55

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OVERVIEW

INSURANCE

• "Start a claim"

• "What are terms for mobile phones?"

• "When is my renewal date?"

• "What is my next premium?"

• "How do I add an extra driver?"

what is the premium?

Your car insurance will renew on 7 November

See our website for adding an additional driver

can i add my husband as a driver

Your premium is $120.43/month

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CASE STUDY

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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CASE STUDY

THAILAND MOBILE SUMMIT

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CASE STUDY

THAILAND MOBILE SUMMIT BOT

• Thailand Mobile Summit was a major conference for the South East Asia mobile industry held at the Royal Orchid Sheraton Hotel, Bangkok in November 2016.

• Based on profiles of attendees, ReignDesign built LINE and Facebook Messenger bots

• Attendees could interact with bots for live agenda information, as well as practical information like lunch break, maps, toilets, internet.

• Cheaper and faster to build than an app - built within 2 weeks before event

• Lower barrier to entry to install for attendees

• Collected feedback from attendees to send to organisers

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SECTION TITLE

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SECTION TITLE

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CASE STUDY

FLEXIBILITY

• The start of the conference was delayed 30 minutes, session timings were updated on a Google Spreadsheet and the updated agenda was pushed out to all attendees

• Observing the live logs, there were frequent questions about wifi, so additional response was added for the conference wifi password

Responses were changed on-the-fly during event, for example:

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CASE STUDY

RESULTS

• 37% of conference attendees interacted with the chat bot

• Average of 9.7 messages/person sent to the chat bot

LINE 78%

Facebook 22%

• Usage by platform

Most common words sent to bot

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PROCESS

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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In this section, we’ll go into detail about the 5 types of services

that we can provide for building chat bot experiences

ANALYSIS BOT DESIGN DEVELOPMENT & TESTING

DEPLOYMENT

cssBody {a main

SUPPORT

SERVICES

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It’s essential for us to get together with you as one team, to understand your concept and gain a solid

understanding of your goals. We do our own research regarding your bot'ss features.

ANALYSIS

STAKEHOLDER INTERVIEWS

COMPETITIVE ANALYSIS

PLATFORM ANALYSIS

MARKET RESEARCH

SERVICES

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This step focuses on the user experience. We identify the key flows and questions/answers the bot needs

to be able to handle. We prototype these interactions with real users.

BOT DESIGN

SERVICES

‘Hello’

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Our development process is transparent, agile and iterative.

DEVELOPMENT. IT’S BETTER TOGETHER.

TEST

BETADEVELOP

FEEDBACK

BETTER RESULTSITERATION ITERATION

SERVICES

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You can directly chat with the in-

progress bot using the chat app on your

phone. That way, you’ll be directly

involved in the development process.

CHAT LIVE WITH BETA VERSIONS

SERVICES

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ACCEPTANCE TESTING We aim to delight our customers. Before going live, a

final round of acceptance testing ensures that the bot

meets your business requirements.

SERVICES

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DEPLOYMENT We assist you in setting up and maintaining the production

environment for your bot. We set up accounts with all

necessary platforms like WeChat, Line, Facebook.

SERVICES

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SUPPORT

SERVICES

To ensure YOU are supported:

• You're protected by our full 90 day warranty. We fix any technical issue that occurs during the warranty free of charge.

• We provide a user instruction document including FAQ

• We will set up a project on Basecamp particularly for SLA, so your staff can report bugs or issues easily.

To ensure YOUR USERS are supported:

• All chats are logged live

• Any questions which the bot is unable to handle is analysed to see if we can improve the bot's responses

• We always provide backup contact details for people who prefer to talk to a human.

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PRACTICALITIES

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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PRACTICALITIES

PRICE

PR

ICE

DE

LIV

ER

AB

LE

ST

IME

S IMPLE BOT COMPLEX BOT

3-6 WEEKS 6-10 WEEKS

1. Answers questions

2. Integrates with existing systems

3. 1 or 2 platforms

either AI component to understand complex questions, or more complex integrations with existing systems

Up to 5 platforms

$10,000 - $25,000 All prices quoted in USD

$20,000 - $80,000 All prices quoted in USD

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OUR TEAM

OVERVIEW EXAMPLES CASE STUDY PROCESS PRACTICALITIES OUR TEAM

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DEVELOPMENT TEAM

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DEVELOPMENT TEAM

TECHNICAL DIRECTOR

MATTHEW MAYER Company Founder. With twelve years of development experience

across multiple projects, clients, cultures, and methodologies.

Experience in managing a team of developers for large projects

including finance apps for BNP Paribas, and apps for other blue-

chip clients including Standard Chartered, Nike+, Porsche, and

Weight Watchers.

Masters in MathematicsUniversity of Cambridge, UK

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TECHNICAL ARCHITECT

JUAN MANUEL FLUXA Company Founder. With extensive technical experience architecting

complex projects. Has excellent understanding of software

architecture, OOP and common design patterns. Is proficient in a

wide range of programming languages and technologies with

particular focus on mobile applications. Has extensive experience in

engineering mobile apps on iOS and Android since 2007.

Bachelors in Industrial EngineeringUniversidad Diego Portales, Santiago, Chile

DEVELOPMENT TEAM

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DEVELOPMENT TEAM

SENIOR DEVELOPER

TUO HUANG Was trained at Thoughtworks, developers of the agile

methodology, and has extensive experience with iOS and Android

mobile apps, web apps, agile development and test-driven

development. Works closely with other team members to deliver

fast and fluid app features.

Bachelors in Software EngineeringXi’an Jiaotong University, China

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SENIOR DEVELOPER

FERNANDO MATA Fernando graduated in B.S. Information and Communication

Technologies with intensification on Mobile Development from the

best private university of Mexico, Tecnológico de Monterrey.

During the past years, Fernando has gained an extensive experience

working as a Product Manager in a Software Development company in

Chihuahua, Mexico, as well as a freelance Mobile Developer.

BA in Information and Communication Technologies Engineering Instituto Tecnológico y de Estudios Superiores de Monterrey Chihuahua, Mexico

DEVELOPMENT TEAM

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DESIGN TEAM

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CREATIVE DIRECTOR

ANDREAS SUNDGREN Nine years of experience in the graphic design and advertising

industry working on a wide range of digital and above the line

projects. Is a solution driven creative thinker with a solid

understanding of both old and new media and a dedicated work

ethic. Exceptionally detail oriented, organized, and readily

adaptable to new concepts and situations.

Degree in Digital Media Hyper Island, Karlskrona, Sweden

DESIGN TEAM

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ASSOCIATE CREATIVE DIRECTOR

SHINAE KANG Eight years of experience as a freelance illustrator and Graphic

Designer, three of them in Mobile App design - mainly UI design

and graphic work such as Illustration, brand Identity, character

design and animation. Is excellent at drawing - both digitally and

with pen and paper. 

BA in Visual Communication DesignKookmin University, South Korea

DESIGN TEAM

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DESIGN TEAM

UX DESIGNER

JOSHUA BRADLEY With 11 years of experience as lead designer and company director at

consultancies with clients including global firms like Nokia and

successful startups like Made.com. Has a range of user-centric expertise

in fields including design, strategy, prototyping, front-end development,

writing, typography. Believes that humane design is lasting, functional

and ergonomic.

BA English Literature King’s College London

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MANAGEMENT TEAM

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BUSINESS DEVELOPMENT MANAGER

JANNY WU Driven business developer from Brazil, with significant experience in

finance and business. A great passion for exploring and understating the

mobile app industry. Language proficiency in four languages and a multi

cultural background in both the west and east, which enables a diverse and

comprehensive approach with clients.

Bachelors in FinanceRenMin University of China, Beijing, China

MANAGEMENT TEAM

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PROJECT MANAGER

CURTIS HAYES Extensive experience as a software developer: two years as a developer

assembler, five years as an APL, nine years as a PHP, four years as a Scrum

Master and five years working with Java before becoming a full time

Project Manager at ReignDesign. Is fluent in agile development

methodologies and trained as an agile Scrum-master.

Bachelors in Computer and Systems EngineeringRensselaer Polytechnic Institute, NYC, USA

MANAGEMENT TEAM

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Thank You

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Questions? Please contact Kinnari Krenn

[email protected]

Skype: kinnari_22


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