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The path from idea to deal with global hotel operator
by Pavel OsadchukChatFirst.co
ChatFirst is set of tools for businesses to build, host and maintain A.I. chatbots as a Service
Restaurant Hostess in Facebook Messenger
* *
MAU
, Milli
ons
Social Networks
Messengers became the main communication channel for most of people
Messengers
They spread all across the world
June 24, 2015 - The Bot RevolutionIn Telegram
The Green FieldChatbots and messengers can
bring value to any industry
Business have to follow its customers in channels they use most
Hackathons!
Hackathon Run - AngelHack
Hackathon Run - HackJunction
Hack Result => Negotiation
Negotiation Result => FAIL
Hackathon Run - OpenData
Hackathon Run: Гвоздями и изолентой
Corporate Hackathon =
Potential Client
Opportunity!
They already do this
April 2016 - Facebook Chatbots
Personal Comfort Assistant
Brands of AccorHotels
Goals of AccorHotels
Plans of AccorHotels
Customer Journey CareBefore arrival
1. How to get into the hotel
2. Transfer
3. Online check-in
4. Send a message to reception
During stay1. Express cleaning
2. Extra towel
3. Restaurant in your room
4. Taxi
5. Wake me up
6. Laundry
7. Medical care
8. Send a message to reception
After checkout
1. Lost/found service
2. Leave a review
3. Book a room
4. Enter reservation
5. Follow up service
It works in Facebook Messenger and consists of text messages, buttons,
pictures and galleries
Night of Coding
Round One - Paris trip
First version
Welcome to Paris
Pitch to Tops
Customer-journey: Before arrivalBasic Menu:
1.How to get into the hotel
2.Transfer
3.Online check-in (integration)
4.Send a message to reception
Customer-journey: During stayBasic Menu:
1.Express cleaning2.Extra towel3.Restaurant in your room4.Wake me up5.Laundry6.Send a message to reception
Customer-journey: After checkoutBasic Menu:
1.lost/found service
2.leave a review
3.book a room (integration)
4.enter reservation
5.Follow up service (upsale)
Customer-journey: Push
1.Before /In /After status change2.Weather based advices3.Survey4.Leave feedback5.Local-based news6.Emergency notifications7.Promo (FB Platform Policy)
Customer-journey: Share
Referral post generator: link + text + pics/gif
Referral welcome drink/ compliment / xbox access
Tracked history as proof of UX to share story
Round Two - Back in Russia
Product discovery
www.chatfirst.co
● Facebook Bots○ Bots are attached to Facebook pages and available to anyone who contact
page● Send/Receive API. This includes the ability to send and receive text, images,
and rich bubbles with CTAs.● Generic Message Templates. Structured messages with call to actions,
horizontal scroll, urls, and postbacks.● Welcome screen + Null state CTAs.
● Wit.AI Natural Language Processing Enginge● Strict no marketing/no upsale policy
Notable chatbots
www.chatfirst.co
● Telegram bots
○ Bots are third-party applications that run inside Telegram. Users can interact with bots by sending them messages, commands and inline requests.
● Inline bots
○ Users can call bot by typing its username and a query in the text input field in any chat.
● Custom keyboards for more formal input from the user
● Inline Keyboards that are integrated directly into the messages they belong to.
● Bots can ask a user for their location and phone number using special buttons.
Notable chatbots
We are here
Customer discovery
Personal Comfort Assistant in Facebook Messenger helps guests on every step of
customer-journey
www.chatfirst.co
● New behavior for guests● We have to teach our users● Early adopters usage only● Geek testers● New conversation context: before, during, after a trip● Facebook and institution legal policy change● Focus on new mechanics VS old mechanics enhancement.
New benchmarks, experiments● Publicity of pilot, image risks and PR-strategy● Passive staff sabotage
Key Challenges
Best acquisition channels and activation mechanics are also
undefinedLet’s make experiments
50
TimelineDevelopment Acquisition / Activation
experiments
Next actions
4 weeks to make an arrangement and to approve key metrics, success criteria, post-pilot actions
Development / integration / production
1.5 months 4.5 months
Our story is not over yet
Feel free to contact usChatFirst - A.I. Virtual Assistants for Your Company
https://chatfirst.co
Pavel [email protected]/xakpctwitter.com/xakpc
