Take @Chatbase Summit

Take builds conversational experiences for a long while. Back in 2000, it launched a digital content distribution service in Brazil using SMS. It was the first global ringtone distribution platform that could understand customers from open-ended messages.

Since then, Take has been using messaging channels to help brands and enterprises to connect and create great experiences for their customers. Our solutions range from brand awareness to sales and customer support. Take applies technologies such as multichannel integration, natural language processing, human hand-over, big data, and analytics so brands can get these solutions to large-scale and low costs.

Take has developed an innovative methodology to build, run and evolve advanced chatbots. Those bots can be created and managed across the enterprise, leveraging all existing technologies in an agile, flexible and stable way through the cloud platform BLiP.

BLiP is the most comprehensive chatbot development platform for brands and enterprises. BLiP orchestrates multiple chatbot projects inside the company, helping teams to work with autonomy while collaborating towards the company’s strategy.

Take has already developed over 100 chatbots to global brands such as FCA, Santander, BNP Paribas, Zurich, and Chubb. One of its success cases was featured on Facebook Build 2017 by David Marcus. Last year Take was listed in Gartner Cool Vendor report and highlighted in an IBM Reference Case. Take is also part of the Early Access Program for Google Assistant and Google RCS, besides a Microsoft Gold Partner.

Last year Take was invited by Chatbase to be part of its closed beta. Chatbase is Google’s cloud-based analytics service for chatbots. It helps builders more easily analyze and optimize their bots for better consumer experiences than ever before. Since then, Take and Chatbase have been collaborating to bring a new level of analytics data to enterprises using BLiP.

Chatbase organized its first annual summit last week. It was a conference for a small number of selected customers to showcase some of the best use cases of chatbot analytics worldwide. Take was invited to share some insights on how bots built on BLiP are improving using the integration with Chatbase.

Top brands like Best Buy, Ticketmaster, Nestlé, HP, Bosh, and Symantec were present, along with consultants, chatbot agencies and platform providers such as Accenture, InGenious.ai, Cognigy, Assist and Take.

The conference goal was to share success use cases that enhanced their chatbots using Chatbase for bot analytics. Ofer Ronen, General Manager at Chatbase, opened the session showcasing some impressive metrics about Chatbase’s ecosystem of integrated bots.

Bots were classified based on their usage. The most common use cases for bots are games, search, and help, while the least common are news, jobs, and flights. Ofer presented an overview of what type of bots customers would like to have conversations.

According to Chatbase, people tend to prefer chatting with bots on the edges of a scale that ranges from “No, hate to have a conversation with brands” to “Yes, love to have a conversation with brands”. The chatbots that stand in the middle of those edges have great chances to fail. Data shows that bots with high engagement have an average of just two turns and only 24 seconds of session time. 13 out of the top 20 bots were dealing with the “Yes, love it” edge of the scale.

Following the bot ecosystem overview, several brands and platform providers showcased their use cases and gave some insights on why analytics is such an important tool to grant chatbots evolution. I presented one of our most challenging projects with a large global bank. Its main goal was to improve the customer experience while reducing customer service costs.

One thing that caught everyone’s attention during the conference was our approach to solve that challenge. Instead of using the company’s knowledge base (up to 300 different topics) and call center records (most asked questions), we recommended using customer messages that were previously handled by human agents. This new mindset allowed us to improve the chatbot accuracy and optimize the way our performance team works.

It was a really great conference! Attendants could see high-level discussions about customer experience and state-of-the-art chatbot technology. By the end of the day, everyone agreed that we are still in the early days of building conversational experiences and that the customer feedback loop is the most important thing in the whole process.

BÔNUS: You can take a look at my presentation here.