Solve the #1 Bot Problem and Improve your Bot Metrics
I was invited to speak at the Monage Spring 2017 Conference in San Jose. I chose to focus on the key problem for the Conversation ecosystem — retention.
While customers are excited about chat, most bots are not leveraging that momentum to retain customers. If we frame the problem using Clay Christensen’s “Jobs to be Done Theory” — chatbots have a problem being re-hired.
I propose that bot makers consider a Four part framework in designing and building their bots in order to improve Bot retention and get their bots “rehired.” The four parts of the C-L-U-E framework are:
- Understand Context: Don’t make humans re-enter info you already have.
- Build w/ Love: Make Technology work for the Humans (not vice-versa.)
- Solve a key Use-Case: Improve and not just re-create in convo UI.
- Set Expectations: First, do one thing well then earn the right for more.
Below is the presentation with more examples.
Agree? Disagree? Let’s discuss via Twitter:@_sandeep
☞ Loved this article? Tap or click “︎❤” to help to promote this piece to others.
