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Introducing ChatCenter Ai

Introducing ChatCenter Ai, our next version of ChatCenter iO. AppSocially Inc. #500STRONG

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Introducing ChatCenter Ai

  1. 1. Yusuke Takahashi, PhD
 Founder & CEO, AppSocailly yt@appsocial.ly Introduction to ChatCenter Ai
  2. 2. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problem + Solution How It Works Our Philosophy About AppSocially
  3. 3. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problems + Solution How It Works Our Philosophy About AppSocially
  4. 4. founders@appsocial.ly angel.co/appsociallySummary ChatCenter Ai, is the human-robot hybrid business- customer conversation platform ‣ HOW: (1) We make our AI engine learn how you communicate with your real customers (data-driven approach), (2) while streamlining manual conversation (design approach). (3) Thus no upfront cost required for creating training data ‣ WHY: Businesses need the cost-effective + realistic way to streamline and automate conversation with their customers, to replace most part of labor centric human conversation by robot, while making human focus on what they are great at. (Based on our experience for 2 years so far, this is the best strategy for enterprises to invest in AI, in short and longer terms.)
  5. 5. founders@appsocial.ly angel.co/appsociallySummary Our Customers are industry leaders Largest bank (JP) 4th largest real estate marketplace (US) Largest real estate marketplace (JP) Largest HR marketplace (JP) Largest transportation (JP) 2nd largest HR marketplace (JP) One of the largest BPO/contact centers for emergency/car accidents (JP) Largest electrics manufacturer (JP)
  6. 6. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problems + Solution How It Works Our Philosophy About AppSocially
  7. 7. founders@appsocial.ly angel.co/appsociallyProblem and Solution Problems It’s hard to start and keep running a conversational channels with AI, because it requires a lot of cost, time and expertise. It’s impossible to replace human-being with bot with AI (like in movies), realistically speaking.
  8. 8. founders@appsocial.ly angel.co/appsociallyProblem and Solution Solution ChatCenter Ai is a platform to streamline and automate your conversation with your customers. ‣ No upfront cost for strategy-planning (to invest in AI), and creating “meeting-room- born” training data by fancy consultants. ‣ Once you start talking with your customers, our AI engine keeps monitoring your “real” conversation with your “real customers,” and continuously help you templatize and automate them. ‣ This can serve both as your short-term cost reduction, as well as your longer-term (smart) AI investment strategy (“While you talk with your customers, you obtain domain-specific training data for your business as by-product”)
  9. 9. founders@appsocial.ly Angel.co/appsociallySummary Inbox Templates Automation
  10. 10. founders@appsocial.ly angel.co/appsociallySummary
  11. 11. founders@appsocial.ly angel.co/appsociallySummary Inbox Templates Automation
  12. 12. founders@appsocial.ly angel.co/appsociallySummary Manual Semi-automatic Human effort
  13. 13. founders@appsocial.ly angel.co/appsociallySummary Human effort Hybrid AI-powered
  14. 14. founders@appsocial.ly angel.co/appsociallySummary Streamline by Design Streamline by Data Automate by Data
  15. 15. founders@appsocial.ly angel.co/appsociallyProblem and Solution We help you streamline conversation by approach of Design (UX) We help you streamline conversation by approach of Data (AI) We help you automate conversation by approach of Data (AI) How much can we help you in streamlining and automating your conversation (as our contribution)? How much can you streamline your own conversation by yourself (as your cost)? Challenges Our Value Inbox Templates Automation Value Proposition
  16. 16. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problems + Solution How It Works Our Philosophy About AppSocially
  17. 17. founders@appsocial.ly angel.co/appsociallyHow it works How it works Start by automating 50% manually, then it continues learning It learns as you communicate, by monitoring what you do In INBOX, Widgets streamline messaging into 2 taps/clicks Templates are the assets and experience of your organization Suggestions help you message and communicate better Automation Rules answer with simple ECA Rules
  18. 18. founders@appsocial.ly angel.co/appsociallyHow it works Start by automating 50% manually, then it continues learningManualvsAutomatic(basedonourexperience)(%) 0% 25% 50% 75% 100% Time (months) 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Automatic Manual Manual Automatic Semi-automatic
  19. 19. founders@appsocial.ly angel.co/appsociallyHow it works It learns as you communicate, by monitoring what you do The more you type, the more we help you to templatize what you typed. The more you select out of Templates, the more we help you streamline and automate to to do the same thing. “Hey, why don’t you save what you have typed as a Template?” “Hey, you are always choosing the same template to answer the similar questions. Why don’t you like to save this pattern as an automation rule?” Templates Suggestions Automation RulesExperienceHuman brain
  20. 20. founders@appsocial.ly angel.co/appsociallyHow it works Templates are the asset and experience of your organization The more you type, the more we help you to templatize what you typed. The more you select out of Templates, the more we help you streamline and automate to to do the same thing. “Hey, why don’t you save what you have typed as a Template?” “Hey, you are always choosing the same template to answer the similar questions. Why don’t you like to save this pattern as an automation rule?” Templates Suggestions Automation RulesExperienceHuman brain
  21. 21. founders@appsocial.ly angel.co/appsociallyHow it works Inbox Templates Automation
  22. 22. founders@appsocial.ly Angel.co/appsociallyFrom ChatCenter iO to ChatCenter Ai
  23. 23. founders@appsocial.ly angel.co/appsociallyHow it works Widgets super-streamline messaging into 2 taps/ clicks
  24. 24. founders@appsocial.ly angel.co/appsociallyHow it works Widgets super-streamline messaging into 2 taps/ clicks WIDGETS CUSTOM WIDGETS (example) Type text Make a phone call Make a video call Send dates Send an emoji Send timeslots (dates and times) Share a location Share live location Send an image Send a voice Send a video Select from suggestions (of Templates) Send an internal note Assign Ask a question Send a file Make a payment Send money Make a signature Seach and send a website Seach and record a training menu Seach and recommend a restaurant Seach and send shop locations Send a gift Send a gift
  25. 25. founders@appsocial.ly angel.co/appsocially 25 vs
  26. 26. founders@appsocial.ly angel.co/appsocially 26
  27. 27. founders@appsocial.ly angel.co/appsocially*** 27
  28. 28. founders@appsocial.ly angel.co/appsocially*** 28
  29. 29. founders@appsocial.ly angel.co/appsociallyHow it works Inbox Templates Automation
  30. 30. founders@appsocial.ly Angel.co/appsociallyFrom ChatCenter iO to ChatCenter Ai
  31. 31. founders@appsocial.ly angel.co/appsociallyHow it works Templates are the assets and experience of your organization The more you type, the more we help you to templatize what you typed. The more you select out of Templates, the more we help you streamline and automate to to do the same thing. “Hey, why don’t you save what you have typed as a Template?” “Hey, you are always choosing the same template to answer the similar questions. Why don’t you like to save this pattern as an automation rule?” Templates Suggestions Automation RulesExperienceHuman brain
  32. 32. founders@appsocial.ly angel.co/appsociallyHow it works Inbox Templates Automation
  33. 33. founders@appsocial.ly Angel.co/appsociallyFrom ChatCenter iO to ChatCenter Ai
  34. 34. founders@appsocial.ly angel.co/appsociallyHow it works Automation Rules answer with simple ECA Rules
  35. 35. founders@appsocial.ly angel.co/appsociallyHow it works It suggests you to create more Automation Rules, by monitoring what you do The more you type, the more we help you to templatize what you typed. “Hey, why don’t you save what you have typed as a Template?” “Hey, you are always choosing the same template to answer the similar questions. Why don’t you like to save this pattern as an automation rule?” Templates Suggestions Automation RulesExperienceHuman brain The more you select out of Templates, the more we help you streamline and automate to to do the same thing.
  36. 36. founders@appsocial.ly angel.co/appsociallyHow it works Automation Rules answer with simple ECA Rules on <event type> [with <name of associated delta structure>] [if <condition>] do [instead] <action : send message> 1 2 3
  37. 37. founders@appsocial.ly angel.co/appsocially*** 37 Example of an Automation Rule event ON a message arrival to an Operator condition IF the operator can’t reply “manually” for 1 min action : send message DO reply automatically saying “Thank you for contacting us. Please wait while I am reviewing your request. Thanks.”
  38. 38. founders@appsocial.ly angel.co/appsociallyHow it works Automation Rules answer with simple ECA Rules Data Analyzer In-chat Activity History In-Chat Massaging History EVENTS + CONDITIONS; DATA INTERPRETER AUTOMATED MESSAGES Out-app Events In-app Activities Autoamtion Interpreter In-chat Activities / Conversation Automatic Message
  39. 39. founders@appsocial.ly angel.co/appsociallyHow it works Inbox Templates Automation Suggestions
  40. 40. founders@appsocial.ly Angel.co/appsociallyFrom ChatCenter iO to ChatCenter Ai
  41. 41. founders@appsocial.ly angel.co/appsociallyHow it works Suggestions help you message and communicate better, by advising what to send to customers Manual Semi-automatic Automatic With 95%+ confidence, our engine proposes possible answers (by learning from previous answering patterns). With 99%+ confidence, our engine answers automatically (by learning from previous answering patterns) A Pattern Template 1 Template 2 Template 3 : 50% 30% 25% <5% Based on Human operators keep typing to find what to save as Templates. A Pattern Template 3 : 99% <1% 95%
  42. 42. founders@appsocial.ly angel.co/appsocially*** 42 Example of a Suggestion event ON a cab driver’s arrival to the passenger condition IF the cab is within 1km away from the passenger action : display suggestion DO display available actions (“Tell I am here”, “Ask where are you”, Call the passenger”
  43. 43. founders@appsocial.ly angel.co/appsociallyHow it works Suggestions help you message better on <event type> [with <name of associated delta structure>] [if <condition>] do [instead] <action : display suggestion> 1 2 3
  44. 44. founders@appsocial.ly angel.co/appsociallyHow it works Suggestions help you message better EVENTS + CONDITIONS; DATA Suggestion Interpreter Display Suggestions This message is not displayed to your customers. Data Analyzer In-chat Activity History In-Chat Massaging History Out-app Events In-app Activities In-chat Activities / Conversation INTERPRETER AUTOMATED MESSAGES
  45. 45. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problems + Solution How It Works Our Philosophy About AppSocially
  46. 46. founders@appsocial.ly angel.co/appsociallyOur Philosophy Why we don’t work too much on Machine Learning 50-90% of Automation aka Bot can be built without fancy machine learning engines ‣ Structured data like temporal, spacial and boolean data (patterns) can specify the most of your customers context without trying to analogize the contexts based on unstructured data. Tackling this data problem with design-oriented approach can defeats limitation of current AI technologies ‣ Most of available technologies require “meeting-room born” training data created by fancy consultants. Our product creates “human-verified” training data as the by-product of running your chat center with your real customers.
  47. 47. founders@appsocial.ly angel.co/appsociallyOur Philosophy 3 Types of investment strategies in AI Invest in collecting or creating “meeting-room born training” Data (X.ai, Facebook's M, Watson Consultants) Invest in Talent or Team (Google, Facebook, Salesforce, and all those giants) Invest in domain specific “human-verified training data” in your business domain that are created with “real” conversation with your “real" customers (that is what ChatCenter Ai can help you to)
  48. 48. founders@appsocial.ly angel.co/appsociallyOur Philosophy Conversational Bot Assistant Open-ended. Infinite possibilities. Transactional Bot Service Targeted purpose. Scoped functionality. 2 Types of bots
  49. 49. founders@appsocial.ly angel.co/appsociallyOur Philosophy 2 Types of bots Event-based Conversations start based on event triggered by Natural Language Processing + pattern of conversation and metadata (= by visualizing your experience) Flow-based (tree structured) Structured flow of the conversation defines the following questions. FAQs turns Bots.
 (= to make the most of your assets) When message arrives Send“Hello!” If message contains “wifi,available” Send“Wifi is available and password is XXX.” Hi! How can we help you today? Want to apply to your position. Let’s schedule an interview. Want to know more about CFP. What do you like to know? Ab Are on M Events and Conditions Actions ExpectedAnswersQuestions Next Questions
  50. 50. founders@appsocial.ly angel.co/appsociallyOur Philosophy 2 Types of bots on ChatCenter Ai Conversational Event-based The more you type, the more our AI recommends you to streamline. Open-ended QAs translated into Bot with NLP technologies. Transactional Flow-based The more you choose out of templates to answer, the more our AI recommends you to automate. Targeted purpose. Scoped functionality.
  51. 51. founders@appsocial.ly angel.co/appsociallyOur Philosophy Human to Robot, Unstructured to Structured to make your organisational asset 1 2 3 4 5 6 7 Conversational Bot Transactional Bot Manual Conversation (by Human; Non-bot) = Unstructured Patterns (to be visualized) = Structured set of data = To become your organizational asset Sublimation • Easier to start with upfront • The more you type, we recommend you to save as templates • The more you select out of templates, we recommend you to save as automation rules. • We help you streamline your manual conversation with Widgets (eg) 2 taps to schedule.
  52. 52. founders@appsocial.ly angel.co/appsociallyOur Philosophy 52 Human (operator, salesman) can edit and send data-embedded sticker easily (e.g.) Send available slots for scheduling in 2 taps [segment] Businesses who can't automate with AI/Bot, but want to accelerate speed (skeptical of AI/ Bot) System suggests available answers that suit certain contexts/ situations (e.g.) When a cab comes close to the customer to pick up, the system suggest some options to the driver [segment] Businesses who like to reduce cost of hiring and educating operators, and lower the risk of communication accidents System answers to expected questions and on certain situation by structured; pre-defined scripts (e.g.) When you receive an inquiry after 6pm, the system sends an appropriate response automatically. [segment] Businesses who like to automate communication and lower the cost of it (Cost- effectiveness over precision of AI/ Bot) Widgets Suggestions Automation Manual Semi-Automatic Automatic This message is invisible to your cutomer. Ask “Where are you?” Call Yusuke Tell “I am here.” Hello! Thank you for your message! We are not operating now and will reply to you tomorrow morning. Here are some times that works for me. Please choose a slot and tap to reply. 7:00 - 7:30 PM, Fri Jan 8 (PST) 8:00 - 8:30 PM, Fri Jan 8 (PST) Propose other slots 95% Confidence 99% Confidence
  53. 53. founders@appsocial.ly angel.co/appsociallyOur Philosophy ChatCenter iO, the world's largest customer communication center for businesses (in the near future), will have no desks at contact centers, just like Uber, the world’s largest taxi company, who owns no vehicles, Facebook, the world’s most popular media owner, who creates no content, Alibaba, the most valuable retailer, who has no inventory, and Airbnb, the world’s largest accommodation provider, who owns no real estate.
 53 ChatCenter Ai
  54. 54. founders@appsocial.ly angel.co/appsociallyTable of Contents Table of Contents Summary Problems + Solution How It Works Our Philosophy About AppSocially
  55. 55. founders@appsocial.ly angel.co/appsocially*** 55
  56. 56. founders@appsocial.ly angel.co/appsocially*** 56
  57. 57. hello@appsocial.ly angel.co/appsociallyyt@appsocial.ly http://appsocial.ly
  58. 58. hello@appsocial.ly angel.co/appsociallyAbout AppSocially APPSOCIALLY INC. WAS FOUNDED ON FEBRUARY 2013 (A DELAWARE CORPORATION) HQED IN SAN FRANCISCO + BRANCHED IN TOKYO TEAM OF EXPERTS IN GROWTH, UX AND DATA 58
  59. 59. hello@appsocial.ly angel.co/appsociallyAbout AppSocially VISION APPSOCIALLY CREATES AND DELIVERS PRODUCTS AND SERVICES THAT HELP BUSINESSES GROW, TO MAKE THE WORLD HAPPIER, HEALTHIER, MORE PRODUCTIVE AND MORE CONNECTED. 59
  60. 60. hello@appsocial.ly angel.co/appsociallyAbout AppSocially MISSION STATEMENT APPSOCIALLY DELIVERS PRODUCTS/SERVICES THAT ONLY MEET ALL OF THESE STATEMENTS DO PEOPLE WANT IT? DO YOU LOVE IT? ARE YOU ABLE TO DO IT? IS IT SCALABLE+REPEATABLE? IS IT INNOVATIVE? IS IT DISRUPTIVE? IS IT BRILLIANT+BEAUTIFUL?
  61. 61. hello@appsocial.ly angel.co/appsociallyAbout AppSocially EXPERTISE APPSOCIALLY HELPS BUSINESSES GROW BY ITS KNOWLEDGE, SKILLS AND EXPERIENCE OF CUSTOMER DEVELOPMENT+LEAN METHODOLOGY USER EXPERIENCE DESIGN (AND PSYCHOLOGY) DATA SCIENCE (AND AI) 61
  62. 62. founders@appsocial.ly Angel.co/appsociallyCase Study: Unda PRODUCTS AND SERVICES Referral (for customer acquisition) ChatCenter (for customer acquisition, monetization, up-selling and customer development)
  63. 63. founders@appsocial.ly Angel.co/appsociallyfounders@appsocial.ly Angel.co/appsociallyINVITE
  64. 64. founders@appsocial.ly Angel.co/appsociallyINCENTIVIZED REFERRAL +REWARDS Shingo Hagiwara Bryan Davis Alex Miller Aki Nishiyama Invite Invite Resend
  65. 65. founders@appsocial.ly Angel.co/appsociallyCHAT CENTER founders@appsocial.ly Angel.co/appsocially
  66. 66. founders@appsocial.ly angel.co/appsocially*** Company Name AppSocailly Inc. Since February 6, 2013 Capital 1000 USD Team 15 people Business ChatCenter Ai, Onboarding/UX Consulting Founder and CEO Dr.Yusuke Takahashi Offices
 HQ: 1381B 9th Ave, San Francisco CA, USA, 94122(AppSocially Inc.) Tokyo Office: Sendagaya 1-9-1-301, Shibiya,Tokyo, JAPAN (AppSocially KK) TEL 415.213.4074
  67. 67. founders@appsocial.ly Angel.co/appsociallyテキスト
  68. 68. founders@appsocial.ly angel.co/appsocially Participated in 500 Startups’ accelerator program in Silicon Valley back in 2013
  69. 69. yt@appsocial.ly http://appsocial.ly Featured on Forbes Japan.
  70. 70. yt@appsocial.ly http://appsocial.ly Translated Nir Eyal’s “Hooked.”
  71. 71. founders@appsocial.ly Angel.co/appsociallyテキスト トップ ソリューション動向 ワールドリポート ワールドリポート サンフランシスコという舞台に集まる起業家、サイエン ティストが成長に欠かせない存在に 2014.04.23 米AppSocially 創業者兼CEO 高橋 雄介 米サンフランシスコのソーマ地区にある、ビッグデータの分析・可視化サービスを手 掛ける「Keen IO」の本社に2014年4月中旬、データサイエンティストなどが集まっ た。「Happy Data Hour」と呼ぶこの会合はビールを片手にベンチャーの起業や業 界について意見を交換し合うのが目的である。「セールス・フォース・ドットコム」 や、最近米グーグルに買収され話題となった学習機能付きのサーモスタットを作る 「ネスト」、クラウドメールの「センドグリッド」などのデータサイエンティストな データ活用で成長戦略を描く。この編集方針の下、 Webサイトや月刊誌、セミナーを通じて情報をお届け します。 詳しくはこちら search 無料メールマガジン登録 Contributed NIKKEI, and introduced trend on Big Data.
  72. 72. yt@appsocial.ly http://appsocial.ly 日本語化レビュー を担当 Reviewed for O’Reilly Japan when LEAN UX was translated.
  73. 73. yt@appsocial.ly http://appsocial.ly Founded.
  74. 74. yt@appsocial.ly http://appsocial.ly Introduced the concept of “Growth Hacking” to Japan.
  75. 75. founders@appsocial.ly Angel.co/appsociallyfounders@appsocial.ly angel.co/appsocially Organized Growth Hackers Months in Tokyo
  76. 76. yt@appsocial.ly http://appsocial.ly Introduced by Japan’s NIKKEI as a notable startup by Japanese founder in Silicon Valley
  77. 77. NIKKEI mentioned ChatCenter as a new solution for SMB besides LINE
  78. 78. hello@appsocial.ly angel.co/appsociallyyt@appsocial.ly http://appsocial.ly 78 WE ARE FOUNDERS@APPSOCIAL.LY ANGEL.CO/APPSOCIALLY

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