Conversations Squared #8 - Michelle Parayil

Let’s talk about proactive messaging!


Michelle Parayil, Conversation Design Manager at Haptik, knows
all about it. She’s learnt a great deal about proactive messaging
with conversational AI, and shares her learnings and
experiences. 


When’s the best time to do proactive messaging? How do we avoid a
notification pile-up when sending chat messages proactively? Can
a bot that’s too proactive create a bad user experience? It’s all
in there, and more…


A wee note about this episode: Michelle called while she was in
the middle of a thunderstorm! That’s dedication for you. There’s
a few booms and bangs in the background, but she’s still loud and
clear. Hope you enjoy it.


00:00 Start


02:08 What's the most useful thing you use at work?


03:22 How do you select the right use case?


04:24 Should we aim for bots to mimic humans?


06:32 What is proactive messaging?


08:14 What are the challenges and benefits of proactive
messaging?


11:30 Is there a danger of a notification pile-up?


13:30 Can proactive messaging be done 24/7?


15:26 Can an overly proactive bot create a terrible experience?


17:38 How does data influence the time when we message the user?


20:21 Are there different ways to interpret the user's explicit
'no' to proactive messaging?


23:05 How can a bot fallback if they proactively messaged at the
wrong time?


24:31 When would you recommend to not use proactive messaging?


26:28 Does proactive messaging create a strong impression of the
bot's persona?


27:21 In which channels do Haptik use proactive messaging?


30:59 What do you think is the future of proactive messaging?


33:13 Outro








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