Using analytics to build a better cricket bot

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Utilizing analytics to construct a greater cricket bot

Tags: ai, bots, chatbots, Dashbot, machine learning

hr, onboarding, AI, machine learningPicture Credit score: Shutterstock.com / Rawpixel.com

Analytics are key to constructing a greater chatbot. The next is a case examine on how the Fb bot Machaao makes use of Dashbot Analytics to extend consumer expertise and engagement.

Discovering their ardour: Cricket

By the age of 4, each Indian boy has been launched to cricket. It’s a legacy handed on from era to era for over 4 many years.

However cricket isn’t solely a ardour for Indians; it’s one of the vital widespread sports activities on this planet, with an estimated 2.5 billion fanbase.

The 4 founders of Machaao — Harshal Dhir, Aditya, Chavan, and Sunil Chiluvuri — all hail from India and have taken their ardour for cricket to new heights and mediums, spreading cricket information and scores all through the world with the Fb Messenger bot Machaao.

Previous to launching their bot, the crew was engaged on a contextual Messenger app that enabled customers to entry dwell scores, Twitter tendencies, YouTube movies, and Google photographs, in addition to guide tickets by way of group chat.

Through the 2015 Cricket World Cup, the crew and their buddies had been following India on the Machaao app. When India made it to the semifinals, the engagement stats made the crew understand the facility of contextual messaging, and so they filed a patent for contextual messaging.

As soon as Fb opened up Messenger to builders, the founders determined to combine their cricket rating performance into Messenger — and Ganglia, Machaao’s bot for sports activities, was born.

Machaao is now one of many high bots on Fb, with 200,000+ customers. The corporate was lately accepted into Fb’s FbStart program.

user chart

Analytics are key — hearken to your customers

Day-after-day, Harshal and Aditya spend 30 minutes every taking a look at Dashbot studies.

They learn by way of the messages to test the well being of their bot, and to verify the bot is responding accurately to any messages customers ship in. As they level out, if the bot doesn’t reply the best way customers need, they may let you know!

Dashbot supplies high message studies, message funnels, and even the total transcripts to allow builders to traverse by way of the bot to see the messages customers ship in in addition to the bot’s responses. These studies are notably helpful for enhancing response effectiveness.

top messages

message funnel

New options based mostly on Dashbot insights

Machaao created three new options straight from the insights they realized by way of the Dashbot Prime Messages report.

1. Reside scores

Customers saved asking for dwell rating updates. Earlier than, customers needed to ship in a crew identify to subscribe to get notifications. Now, customers can click on a fast reply button to get dwell rating updates at any time. Machaao is discovering that even when the customers are subscribed, they nonetheless click on the fast reply to get dwell updates.

screenshot livescore

2. Comply with participant

Machaao deliberate so as to add performance to comply with a participant, however they weren’t positive when could be the best time so as to add it. Primarily based on the messages within the Prime Message Report, the function jumped up on the precedence record, as customers had been asking for participant information.

screenshot follow player

three. Mute / pause

The mute performance permits customers to pause notifications with out unsubscribing from the bot. This has helped to vastly improve consumer retention. Beforehand, if a match was one-sided and a consumer’s crew was shedding, they might get upset and unsubscribe in order to not see the rating updates. This in flip value Machaao extra, as they might find yourself having to pay to re-acquire the consumer by way of advertisements.

screenshot mute
Every of those options has helped to extend consumer engagement and retention.

Growing engagement with higher responses

Machaao strives to reply to any message a consumer might have. Along with the abovementioned new options, the crew additionally added extra responses to customers’ messages to extend engagement, based mostly on evaluation of Dashbot studies.

For instance, they seen customers in Pakistan would message “Inshallah” (if God wills it) when their crew is taking part in nicely. They employed somebody who knew Urdu to provide you with an acceptable response: “ameen summa ameen,” or “so be it.”

screenshot inshallah
One of many tips: When the bot doesn’t have already got a response or if it receives extra quirky messages, it can reply with a Giphy. This helps create a persona for the bot, which will increase engagement as nicely.

screenshot giphy

Buying customers by way of good advert campaigns

As with all platform and repair, consumer acquisition is extremely necessary and could be fairly difficult.

Machaao has discovered Fb Adverts for Messenger to be extraordinarily efficient. They’ve even seen a discount within the consumer acquisition value by 90 % since they began six months in the past.

Nonetheless, it required a variety of work to get so far. The crew labored actually exhausting to optimize their campaigns. They’re very considerate in how they spend their cash. They like researching and dealing exhausting over experimenting and getting it fallacious.

Their exhausting work didn’t go unnoticed. The Fb crew was so impressed with how Machaao did their campaigns that they reached out and invited Machaao into the beta entry program for Adverts for Messenger.

Fb has helped the crew loads with how you can leverage Advert Supervisor to its fullest.

On the identical time, Machaao additionally supplies suggestions and strategies to Fb on extra options, based mostly on what they’re seeing by way of Dashbot reporting. In the event that they see on Dashbot consumer desires one thing, they relay the knowledge to Fb that they want it.

Fb Adverts might not work the identical for everybody, but it surely does work very nicely for cricket. Machaao discovered that if the advertisements enhanced content material customers had been already consuming, they might result in larger conversion.

Machaao doesn’t make use of an intermediate touchdown webpage, however as an alternative directs customers on to the bot. The hot button is to have a rather well finished bot expertise — a very good “bot script,” as Aditya places it — and to execute it nicely. Identical to in regular dialog, as quickly as there’s lifeless air, individuals lose curiosity.

A further good thing about skipping the net touchdown web page: It will get the consumer straight into the bot, and you’ll re-engage them later if wanted.

The long run for Machaao

Machaao has a lot of plans for the long run for added options and performance, in addition to increasing into extra sports activities.

They’re taking a nicely thought out, methodical method, making use of Dashbot Analytics to assist with choices. They need to serve the cricket expertise to the fullest, after which they may increase.

Arte Merritt is the CEO and cofounder of Dashbot, a bot analytics platform for Google Home, Alexa, Fb, Slack, Kik, and different conversational interfaces.