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ChatbotsA new era in digital banking
Sotiris AlexopoulosHead of Operations, WarplyNBG i-bank, #fintech crowdhackathonBe Finnovative !, #fintech workshop
Warply
Case studiesMobile Landscape
Chatbot Banking
Bots
Warply snapshot
Team members
Employees and partners around the world
CountriesThat we are currently operating in Greece
Cyprus, India and UAE
GrowthYear over year, during the last
three consecutive years
ClientsFrom fast growing sectors, such banking, retail, travel
and operators
64 4 260% 41
Services
Formulate your loyalty scheme logic, including forecasts for liabilities, redemption and subsidisation
LOYALTY CONSULTING
Study UX requirements and apply UI design for your consumer facing assets
UI/UX DESIGN
COMMUNICATION STRATEGY
SOFTWARE DEVELOPMENT
COMMUNICATION EXECUTION
INTEGRATIONHelp you build your communication objectives and pillars
Execute communication plan, evaluate and optimise
Development services to build your state of the art front and back end assets
Support integration with 3rd party platforms and systems
Clients
RetailDelhaize
BankingEurobank
Insurance
NBG InsuranceSupplier
NestléBanking
National Bank of Greece
FoodDomino’s
OperatorDeutsche Telecom
Banking
Alpha BankRetailBanking
Hellenic Bank Phillip Morris
Warply Engage 2.0 Platform
CRMManage your customers
Tokenisation, Payments, WalletTake advantage of “Warply Pay extension”
Benefits & CouponsCreate and delivery eCoupons to your customers
Loyalty SchemeCollection and
Redemption process
Campaign ManagementUse of “easy to build” campaign
editor and set up communication delivery options
Beacon enabledMove your in-store
experience to next level
Mobile Lanscape Case studiesBots
Chatbot Banking
Warply
0
18
35
53
70
2010 2013 2016 2019 20224% 6% 8%
13%
20%
28%
37%
44%50%
54%59%
62%66%
69%
Smartphone penetration
Users(inBn)
0
1
1
2
2
2015 2016 2018 2019
1,07Bn
1,40Bn
1,61Bn1,81Bn
2,00Bn2,19Bn
Messaging mobile app users
InstantMessagessentperday(inBn)
0
55
110
165
220
2014 2015 2017 2018
30Bn
100Bn
130Bn
160Bn
200Bn
220Bn
Mobile instant messaging
Monthly Active Users (in M)
Facebook Messanger
iMessage
Viber
LINE
Kakao Talk
Snapchat
BBM
Tango
Telegram
0 200 400 600 800
50
70
100
140
150
170
240
280
500
550
750
Global Messaging app leaders
The historical moment of messagingMonthlyAcCveUsersforCpmessagingappsversus
SocialNetworkingapps(inM)
0
1.000
2.000
3.000
4.000
2012 2013 2015 2016
Hou
rs
0
150
300
450
600
2015 2016 2017 2018 2019 2020
$173Bn$158Bn$138Bn
$119Bn$99Bn$80Bn $79Bn$69Bn$60Bn$51Bn$43Bn$35Bn
$252Bn$253Bn$242Bn$234Bn$231Bn$213Bn
Desktop Tablet Mobile
US Mobile Commerce forecast (sales in $ Bn)
Hou
rs
0
2
3
5
6
2008 2009 2010 2011 2012 2013 2014 2015
2,8h2,6h2,3h1,6h0,8h0,4h0,3h0,3h 0,4h0,3h0,3h0,3h0,3h0,4h0,3h0,2h
2,4h2,4h2,3h2,5h2,6h2,4h2,3h2,2h
Desktop/Laptop Otherconnecteddevices Mobile
3h/day per user @ mobile
Time spent (per adult per day) on mobile
Mobile landscape58% smartphone penetration in Greece
47% smartphone penetration worldwide
44% usage of mobile data
76% of word smartphone users use social media networks
3h/day per user @ mobile
78% of smartphone users use an over-the-top mobile messaging app
80% of time spent on apps
30’ spent per day on messaging apps
Case studies
Chatbot Banking
Mobile Landscape
Warply
Bots
Bots
A bot is a software application that runs automated tasks (scripts) over the internet. Typically, bot perform tasks that are both simple and structurally repetitive, at a much higher rate than would be possible a human.
“ ”
A chatbot is designed to work on conversation with people and existing chat app or social network
Usually AI is embedded in a chatbot so the chatbot can understand the context and perform much more complicated tasks than what a bot does.
Why is this huge?
one chat app = all services needed
shift to conversational UI
Chatbot builders
telegram chat fuel Prompt
Along with developing new conversation base service, many existing app/service developers try to apply conversational UI.
Several CDKs (Chat Development Kit) are offered to build a bot aligned with existing services.
Summary
Big shift from app to chat, Facebook took this path
Chat app may become the primary access of users and center of services
Chatbot will play a main role as a primary touch point of users to services
Developers will be required to to cope with conversational UI
The challenge is to bypass incumbent vertically integrated players (Apple and Google)
The key to success is to offer a better UX than existing mobile services
Chatbot Banking
Case studiesMobile Landscape BotsMobile Landscape
Warply
Utility - KLM flight updates
Notification for check-in
Once book fight, agree to start up a chat thread on Messenger app
Flight status updates
Boarding pass
Get booking confirmation
Personal travel agent - Hyper bot2human2human
Adjust to ones preferences and budget, “the more the reaction the more understanding”.
Support any type of messaging, email, iMessage, app, messenger etc
Combine human expertise with automated and quick responses
Time lapse responses come from bots, edited by human agents
Support decision making, data driven recommendation
Shopping - Sephora “Conversational commerce”
Then serve relevant content, insights tailored to ones facial shape etc
Welcome users “Hi Rachel, welcome to Sephora!”
Click to directly shop without having to leave the app
Know users better by “Do you want to take short quiz?”
Hiring - Codefights versus Bots
Solve some of the core everyday challenges
Recruiting codefights versus bots, not humans
Challenges specific to needs of the company
Writing code and review existing code challenges
Quick and accurate evaluation of the participants
Scheduling assistant - X
The bot emails the guest
When a meeting request is made
Exchange emails in order to set details
Respond with cc a dedicate bot email
When details are set, receive bot a meeting invitation
Social payments
Type transactionamount
Verify via code or fingerprint
Sent transaction url
Install payment input method
While chatting switch to payment input method
Authenticate account
Case studies
Chatbot Banking
Mobile Landscape Bots
Warply
Receive and submit information
Instant information on various topics, i.e. rates or terminology
Consulting information
Handle verification process instead of traditional way at retail store
Up-sale through additional proposals and suggestions
Consulting information
Apply for a credit card
Compare credit card benefits
Instant information on various topics, i.e. rates or terminology
One click action to proceed to card application
Consulting information
Update or confirm alterations on personal data and submit evidence
Report a card loss or locked PIN
Block cards with one action
Report a change in status, i.e. lost credit card
Offer add-on services which will be in handy and much appreciated in such case
Get instant access to credit card numbers linked with your account
Handle routine transactions
Easy verification to proceed with payments
Easy reminder of upcoming or due payments
Suggestions that may be useful
Inbound or outbound communication
Promote additional similar services
References- Pew Research Center “Spring 2015 Global Attitudes survey” - OTE Investors report- KPCB mobile technology trends by Mary Meeker.- http://www.gsmamobileeconomy.com/
GSMA_Global_Mobile_Economy_Report_2015.pdf- Marc Beacue Consulting, The Economist- Portio Research; a16z; Company reports- emarketer- Ericsson Mobility Report- BI Intelligence - Forrester Research Mobile and Tablet Commerce Forecast, 2015 to 2020 (US)
