SLACK MEETUP NEW YORK #nyslackmeetup @paul__walsh How Can We Trust Chatbots?

Paul WalshFounder, bCRM & MetaCert

Hi, I’m Paulpaul@bcrm.com

Meet the AOL New Technologies Team that helped to launch AIM in 1997

Before We Start What Are We Talking About?

Are you a Bot or Chatbot?

Are you a Bot or Chatbot?

I’m a Chatbot - a bot inside a chat service.

Not Convinced About Chatbots?

Messaging Apps Have Surpassed Social Networks

Best PracticesLet’s make it easy for consumers to trust chatbots

Best practices that could make a big difference to our future

➤ Bots should respond to every command ➤ Know when your bot should understand adjacent conversations ➤ Not all bots should have a personality ➤ Human take-over ➤ Respect consumers - privacy / data /… ➤ Bot to bot communications ➤ Ad serving

“I don’t understand that command”Don’t leave people hanging.

Pretty cold so bring extra warmunderpants.

Try to be smart

What’s the weather like in NY this week?

“Dear Paul,

We’re going to remove your bot because your /joke command is not professional. Makes your service look stupid.

Yours,Enterprise Customer”

But not too smart!

Human Take-OverTell the consumer when a person

takes over the conversation.

Remember The Flashlight App?

Respect thou consumer and their data.

Tell them what data you use.

AND

Tell them what data you have access to.

We Need To Think About The Future Too…

Bot To Bot Communication Is Inevitable.

Remember The Flashlight App?

Respect thou consumer and their data.

Tell them what data you use

AND

Tell them what data you have access to.

Did someone say something?

Why doesn’t anyone understand me?

Ads are coming to a chatbot near you.

Let’s not piss off consumers again!

How Can We Trust Chatbots?

Paul WalshFounder, bCRM & MetaCert

Join our open community - open to all stakeholders

https://openchatbot.community