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“Even ten years, technologically speaking, meant so much. Compare Speedy with the type of robot they must have had back in 2005,” said Isaac Asimov, of machines, in “I Robot.” Well, good science fiction writers have a knack of imagining our world way before we reach there in reality. As we stand today in 2017, chatbots are real. The industry analysts predict that over 80% of companies will be developing chatbots by 2020 and that chatbots will end up saving over $8 billion in annual costs. But for the most part, we are still swimming in uncharted waters. For those who would love to learn more about this dynamic market, download our detailed report on the sector <a href="https://haptik.ai/chatbot-report?download=report">here.</a> In our first two articles, we spoke about how <a href="http://www.businessinsider.in/How-character-and-design-blend-together-to-build-the-perfect-Chatbot/articleshow/60492305.cms">design and character</a> help build the perfect <keyword id="6355546" type="UNKNOWN" weightage="20" keywordseo="chatbot">chatbot</keyword> and the need for chatbots to stay true to their <a href="http://www.businessinsider.in/Chatbots-of-today-Living-true-to-their-purpose/articleshow/60777481.cms">purpose and performance</a>. This time, let’s take a look at the future.At best, a few million people today use chatbots. What will make the creators reach the untapped market, not just the early technology adopters? And more importantly, can they go beyond business-specific purposes to address larger social needs? A. Let’s look at possible Chatbot Moonshots of tomorrow. 1) Healthcare Chatbot 
Issues - Access and cost of healthcare facilities Chatbot angle - An estimated 450 million people today suffer from mental health issues. Going to a psychiatrist might be emotionally or monetarily impossible for many. Can an anonymous chatbot become a confidant for them? Apart from mental health, can chatbots help in physical health and fitness by learning from patterns to become a diagnostic tool for doctors? Now trending - Woebot claims to be trained in cognitive behaviour theory to help you track your mood and improve it with a few dorky jokes. 

	
	
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 2) <keyword id="6355445" type="COMPANY" weightage="20" keywordseo="Education">Education</keyword> Chatbot Issue - Teachers are often the most commonly forgotten link in the EdTech revolution of reaching more students with online content. Chatbot angle - While motivated students can download online content to learn on their own, most need help. Maybe chatbots can take the role of that much-loved teacher we all need. Now trending - Jill Watson for college students and <keyword id="6393127" type="COMPANY" weightage="20" keywordseo="National-Geographic">National Geographic</keyword> for school kids are just a few tiny dents in a gigantic hole of Educational gaps. 

	
	
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 3) Transport Chatbot Issue - With every passing day, urban transport has become and will continue to be a nightmare, across global cities. Chatbot angle - A chatbot can be a life saviour by providing real-time updates on schedules and blockages. Now trending - TfL <keyword id="6354692" type="ORGANIZATION" weightage="20" keywordseo="Travel">travel</keyword> bot promises to do exactly that, in a city like London. 

	
	
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 The above chatbots are just a few hand picked examples. Chatbots can be used to personalize agricultural information for farmers, make politics more accessible, or help us choose from a menu - be it food, fashion or financial advice. They can even double up as companions for those seeking it. But these moonshots are still being developed. Many are still at a lab stage. Being tested. Being questioned - about empathy and context. B. Breakthrough chatbots for the immediate future: What about the ones already fighting for market share? Which of those are doing well today? Our detailed report, which you can <a href="https://haptik.ai/chatbot-report?download=report">download here</a> demystifies the information from numerous articles, examples and opinions. Fact is there’s no systematic ranking of chatbots today. And that’s a problem. Assuming the building blocks we spoke about in the earlier articles about a) <a href="http://www.businessinsider.in/How-character-and-design-blend-together-to-build-the-perfect-Chatbot/articleshow/60492305.cms">character, design</a> &amp; b) <a href="http://www.businessinsider.in/Chatbots-of-today-Living-true-to-their-purpose/articleshow/60777481.cms">purpose, performance</a> are already in place. What parameters help us look at breakthrough chatbots for the immediate future? 1. Scale: Over a million users Examples: Chatbots like <a href="http://get.haptik.ai/PY3c/20aMjUtZDG">Haptik</a> (digital assistant), Poncho (weather updates) and Swell (social voting bot) are on their way to real scale. 2. Customer Satisfaction: Rating of over 4.0 in App Annie Examples: <keyword id="4380499" type="PERSON" weightage="20" keywordseo="haptik">Haptik</keyword>, Poncho, Letz.do, 1-800 flowers 3. Automation: Ability to automate a lot of human effort Examples: Now, that’s hard to predict unless it’s a customer service chatbot replacing actual service. KLM Airlines and HDFC Bank claim to have automated a large chunk of human effort. 4. Most talked about: by reviewers Examples: Chatbots such as Mitsuku and Rose (most humane), Instalocate (travel bot), Meekan (productivity bot), TechCrunch (news bot), chatShopper (E-Commerce bot) are seen most often in expert articles. Maybe we will see a new dark horse emerge in the 2018 Loebner prize, a Turing test for chatbot humaneness. In my view, the immediate future does not belong to chatbots which try to be what they are not. Chatbots solving specific queries, albeit with a strong character, purpose and quirky design are the winners, now. To misquote the “I, Robot” quote, even one year, technologically speaking, could mean a lot, today. As chatbots continue to explore new technological advances, could voice-based chatbots leapfrog text-based ones? Could regional language and use of messaging platforms become key drivers for success? Someone is sure writing that science fiction story now. Meanwhile, you can download a detailed report on the chatbot market, right now - 
<a href="https://haptik.ai/chatbot-report?download=report"></a> This article is authored by Debleena Majumdar, it's part 3 of a 3-part series on chatbots brought to you by Haptik and Business Insider. It looks at why chatbots are growing the way they are, who chatbots can help and what they are capable of doing alongside highlighting the key opportunities and challenges. 
 

 
 
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Of chatbot breakthroughs and chatbot moonshots: What does the future hold?

“Why are you launching this <keyword id="6355546" type="UNKNOWN" weightage="20" keywordseo="chatbot">chatbot</keyword>?” asks <keyword id="5025973" type="PERSON" weightage="20" keywordseo="yoav-barel">Yoav Barel</keyword>, Founder, and CEO, Chatbot Summit, to those planning a new chatbot. “Because we have to,” is the answer he often gets. A $500M market growing at over 30% annually - the fact is, chatbots are becoming the conversations of today and tomorrow. And that’s where the biggest danger lies. Newer chatbots are getting launched in the market at a fast pace, but only a few understand their clear value. Result? Confusion. Hype. Noise. In our <a href="http://www.businessinsider.in/How-character-and-design-blend-together-to-build-the-perfect-Chatbot/articleshow/60492305.cms">first article,</a> we explored the building blocks of a chatbot. This time, let’s examine the status of chatbots in the market today. Finding the purpose: According to Yoav, “The question to ask while developing a chatbot is, what purpose is your chatbot fulfilling? No matter who is creating it, every chatbot needs to have a clear and defined purpose.” Let’s look at five categories of such chatbot purpose with examples: 
	
	
	
	
	
	
	
	
	
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 1. THE SOLVER The Utility chatbot solves specific tasks for us. Think digital assistants to set reminders, choose tickets or pay bills. One great example of this is <a href="http://get.haptik.ai/PY3c/DoB5oPDxsG">Haptik’s</a> digital assistant. With its recent integration with Amazon Pay, <keyword id="4380499" type="PERSON" weightage="20" keywordseo="haptik">Haptik</keyword> is entering the zone of selling as well. 2. THE HELPER The Customer Service Chatbot aims to address customer queries. Example: KLM’s chatbot, the first airline to bet on <keyword id="6354576" type="ORGANIZATION" weightage="20" keywordseo="facebook">Facebook</keyword> messenger. Starting from booking confirmation and customer queries, it now responds to emojis with location trackers. And with its entry into the Whatsapp business platform, KLM today serves customers digitally, in over ten languages. 3. THE TEACHER The Content Chatbot’s objective is to provide information. Poncho is a great illustration of that. . Its purpose is to give information on weather. And the way it does that in a cool, quirky manner is what makes the content itself interesting. 4. THE SELLER The Conversational Commerce chatbot aims to complete a sale transaction through conversation. Example: 1-800 flowers. It has proved that chatbots are less than a call away. Many new customers find it easier to order flowers through a chat as compared to a call. 5. THE STORYTELLER The Advertising chatbot is not a separate chatbot by itself. But just imagine being able to see the right advertisement as you are conversing with a chatbot without requiring a separate download or an additional click. Haptik’s tie up with <a href="http://haptik.ai/blog/analysing-the-success-of-indias-first-insurance-chatbot/">HDFC Life</a> in India does just that. It simplifies insurance advice through a 60-second chatbot based quiz. Result? The company can personalize its offerings. But despite all the blazing growth of the industry across the five categories, not all chatbots are doing well. Let’s investigate why. Measuring Metrics that Matter: The best way of cutting the noise around chatbots is to focus on performance metrics. Across the five categories, here’s how the average key metrics stack up. 
	
	
	
	
	
	
	
	
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 Customer Support chatbots have already proven their mettle, to a considerable extent. With Facebook opening up its messenger platform, many companies have embraced chatbots, especially for Customer Service. Globe Telecom’s Customer Service chatbot, Gie, claims to have improved customer satisfaction by 22%, lowered service calls by 50%, and saved 10% within a year. But enterprise chatbots may not be what we always need. Verticalized, direct-to-consumer chatbots can solve problems beyond Customer Service. That’s where Utility chatbots such as Haptik or Vernacular have started to build innovative vertical offerings. What about commerce though? Commerce chatbots have not yet proven their case despite promising to make sales easier through conversation. In our <a href="http://www.businessinsider.in/How-character-and-design-blend-together-to-build-the-perfect-Chatbot/articleshow/60492305.cms">previous article</a>, we spoke about the need for design and character to build great chatbots. But to keep the conversations from breaking is the biggest challenge. And that’s where the human-bot hand-off is used smartly by bots such as <a href="http://get.haptik.ai/PY3c/DoB5oPDxsG">Haptik</a> and the one launched by Operator for guided commerce between China and US. The other issue that challenges chatbots is language context. Building cultural context is anyway not easy, and becomes even tougher when the domain spreads beyond English. That’s the premise behind Sourabh Gupta’s chatbot firm, Vernacular.ai. “Imagine being able to speak to your bank in your language! We develop verticalized vernacular conversations,” explains Sourabh. While customer service, utility, and commerce chatbots will continue to grow, I feel that the biggest untapped areas for chatbots are in the areas of advertising and content. Let’s see an example: 
	
	
	
	
	
	
	
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 <keyword id="71946" type="COMPANY" weightage="20" keywordseo="HBO">HBO</keyword> recently launched the Game of Thrones (GOT) chatbot that interacts with users, providing them GOT information all the while cracking a few jokes. And through this chat, it stores customer preference data that can help HBO improve the GOT ratings even further. Do we see an emergence of such personality driven chatbots giving us news and personalized offerings in the future? More on that, coming soon. This article is authored by Debleena Majumdar, it's part 2 of a 3-part series on chatbots brought to you by Haptik and Business Insider. It looks at why chatbots are growing the way they are, who chatbots can help and what they are capable of doing alongside highlighting the key opportunities and challenges. At the end of the series, we will also provide a consolidated and detailed report that you can download.

Chatbots of today: Living true to their purpose?

Growing up in 70’s Kolkata, I remember the frequent blackouts in the evenings. Not with disgust. But with fond memories. It was a signal for us to break into stories and songs. And we almost reluctantly blinked at the light when it returned. “You're never going to kill storytelling, because it's built into the human plan. We come with it,” said Margaret Atwood. Is that as true today as it was years ago when we had time for conversations and stories? And does it hold true in business? Customer Experience is the big battleground today for businesses looking to enhance customer retention and engagement. But whether we are interacting with a customer service representative, filling up an online form, or communicating with a chatbot, can technology erase our human love for storytelling and conversations? Bringing back the conversations - a chat with a chatbot: No buttons, no menus. Just a simple conversation with a customer. That’s a promise of a chatbot. <keyword id="6373684" type="UNKNOWN" weightage="20" keywordseo="Chatbots">Chatbots</keyword> are not just growing at a CAGR of over 30%, they are also aiming to bring back the art of conversation to technology driven customer experience solutions. Is it that simple? A chatbot is supposed to represent a conversational interface with text, voice, images that can sound just as a real conversation would. So, what goes behind creating these conversational interfaces? And what keeps the conversation real? The obvious answer is AI and <keyword id="294572" type="UNKNOWN" weightage="20" keywordseo="machine-learning">machine learning</keyword>. Like every new product, chatbots go through their own design, development and deployment cycle. They are trained with data to learn from human language and develop a vocabulary of their own. But is that sufficient? Look at this chatbot for example. I decided to test out its promise helping discover every aspect of life through a poetic touch, a tough ask for even AI and machine learning. I quickly realized that the chat’s definition of being poetic was just sharing quotes. And not even original ones, at that. 
	
	
	
	









	
	
	
	
	
	
	
	
	
	
	
	
	
	
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 What was really jarring for me, was the lack of character and design in the chatbot. It was clear that I was really not conversing, just getting quotes that I could have downloaded from Goodreads. Building a good character – the chatbot way: A successful chatbot is just that. A good conversation. Just as in a fiction story, what makes it work are characters that are memorable and consistent in their quirkiness and not just cardboard cutouts. Imagine Huckleberry Finn suddenly turning polite. Or Scarlett O’Hara from Gone with the Wind becoming unselfish. That wouldn’t be “in character.” Are characters for chatbots built the same way? Jagrat, UX designer at <keyword id="4380499" type="UNKNOWN" weightage="20" keywordseo="Haptik">Haptik</keyword>, one of India’s highest rated chatbots says, “creating a chatbot is much like creating a script for a conversation between two actors. One actor you know because you created her -the chatbot- and the other actor is the unknown consumer. And just like a writer, we have to create an imaginary world where these two characters can have a real conversation. A chatbot has to develop a distinct persona which sets the tone of the conversation.” Turning up the Tone volume: Let’s take two very different examples to understand this. <keyword id="1354073" type="UNKNOWN" weightage="20" keywordseo="Poncho">Poncho</keyword> and Haptik. Poncho shares weather and traffic updates, Haptik solves specific customer queries on setting reminders, travel requests, bookings etc. 
	
	
	
	
	
	
	
	
	
	
	
	
	
	
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 Their characters? Poncho is quirky, humorous, opinionated. Haptik is dependable, helpful and fast. Here’s how the tone of the two chatbots differed when I started conversing with them: Sipping my cup of hot tea on a rainy Bangalore evening, I asked Poncho for a quick weather update. Poncho gave me the information I needed and added some irreverent opinion of its own. The tone was a mix of informality and humor. I asked Haptik to set up a simple exercise reminder for me. Haptik first asked me what I needed – the date, the type of exercise, the time and then confirmed it. Polite, dependable. Fast. Both the chatbots were in character. And they have to stay in character right from the welcome message to the error message. Enter, Design. A designer smiley 
	
	
	
	
	
	
	















	
	
	
	
	
	
	
	
	
	
	
	
	
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 A single smiley can make or break a conversation with a chatbot. Bad design can kill it completely. When I move from simple reminders to more complex tasks, it is easy for a chatbot to lose context. Imagine asking a chatbot questions like “Can you web-check me in for the flight you booked for me two weeks back?” Machine learning may not have the answers. And content alone may not be enough. Haptik segregates “flights” from “all travel” to reduce chances of errors and uses forms or lists to encourage more tapping. These make the conversation crisper and tighter. I tried typing a flight number without telling Haptik what I needed it to do. Rather than giving up, Haptik gave me a list to tap on. Less typing for me to do. And a clearer query for Haptik to solve. The designer on the other hand has a lot more work to plan this in advance. Use of carousels, sliding photos, typing indicators. Even down to the length of time between the messages and the colour on the screen. Contrast this with what I found in Poncho. As I moved from weather to traffic updates, I met an unexpected bottleneck. Traffic updates were not covered for my location, Bangalore. The colors and the font sizes were bolder in Poncho. But the message was still clear. Plain, simple. Poncho could not solve this query. No room for confusion. Beyond the chat-ter: There is endless chatter around the future of chatbots. Will generic platform chatbots seize the day? Or will branded chatbots become more pervasive? Will a hybrid approach of chatbots along with human interface win the art of the conversation? Over the next few weeks, we will explore each such aspect of the chatbot’s journey in more detail in a series of articles that go beyond the chatbot chatter. (This article is part of a 3-part series on chatbots brought to you by Haptik and Business Insider. It looks at why chatbots are growing the way they are, who chatbots can help and what they really are capable of doing alongside highlighting the key opportunities and challenges. At the end of the series, we will also provide a consolidated and detailed report that you can download.)

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Of chatbot breakthroughs and chatbot moonshots: What does the future hold?

BI India Partner

Chatbots of today: Living true to their purpose?

BI India Partner

How character and design blend together to build the perfect Chatbot

Debleena Majumdar

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