Real Talk: The Do's And Don'ts Of Building A Chat Bot

Welcome to HuffPost’s Keeping It 100. From infusing our culture with data to figuring out how to reach Gen Z and cultivating niche distributed communities, we’ll give you an inside look at the hits and misses of HuffPost’s biggest bets. 

Developing deeper relationships with our readers is a big priority for HuffPost. So when Facebook Messenger announced its bot platform in April 2016, we were excited. 

The platform offered us the opportunity to connect with our audience on a one-to-one level in a way that was actually scalable. We hit the ground running and in the last few months, have launched three different experiments: a bot that provides recommendations for what to watch on Netflix, another that helps you decide what to cook, and a third that sends breaking news alerts about President Donald Trump’s first 100 days in office.

No one has completely mastered the space yet. But, in our trials, we’ve learned a lot about how brands can use bots to interact with their audiences. If you’re creating a bot, here are a few things you should keep in mind:

  • Think about the service you’re providing for your audience. Before we set out to build our first bot, we thought a lot about the “why.” Why would people use a bot to engage with our content, as opposed to finding us on social or downloading our app?

    We knew we needed to build a bot that provided a daily utility for our audience, so Netflix recommendations from our editors that were tailored to each user’s needs and interests made a lot of sense. How often do you sit down in front of your TV with no idea what to watch? We launched in early July and were pleasantly surprised with the results. In the first month, more than 50% of people who interacted with the bot used it more than once.

  • Be conversational. Chatbots are a unique opportunity to give your brand a voice. Bots that sound like, well, robots are really boring. In all three of our projects, we approached the dialogues as if we were chatting with a friend. We wrote in the first person and threw in a few corny jokes:

  • Craft multiple responses for each interaction. The goal for our bots has been to create a sticky experience that users return to repeatedly. With that aim in mind, we realized that when users interacted with our Netflix recommendations bot repeatedly, they encountered the same user flow multiple times. To avoid that repetition, we created at least five to 10 versions of each response and then rotated those responses in each user flow. It doesn’t completely solve the problem ― but it helps.

  • Monitor your audience’s interactions. While our bots provide suggested messages to guide the conversation, we’ve noticed that a fair amount of users are actually typing in their own responses in Messenger. Some of the most frequent responses we get are “Hello,” “OK” and “Thank you.” If you’re building a bot, think about implementing automatic replies for the most commonly typed-in responses to provide a more dynamic experience.

We also made a few mistakes along the way. Here are three things we quickly learned not to do:

  • Don’t skimp on your promotion plan. When we first launched our Netflix recommendations and recipe bots on Messenger, we planned a big push for launch ― but didn’t really think about how we’d promote long-term. It’s key to consistently promote your bot to maintain an active user base, especially for bots that require users to initiate conversations.

    We took a different approach with our Trump bot. Prior to launching, we outlined every avenue possible for promotion and continue to promote it even though it’s been live for a couple months. While there are multiple routes for bot promotion, including organic and paid posts on Facebook, on-site promotion in individual articles has proved to be the most successful acquisition tactic for us:

  • Don’t think your bot won’t fail. It will. People love to try to break bots – and it’s impossible to craft responses for every user input. We learned early on to have fun, somewhat self-deprecating error messages for when we get a response that we did not plan for. It’s important that our audience knows we’re still learning, too.

  • Don’t stop iterating. Chatbots are still new and the industry is still figuring out what works and what doesn’t. It’s not enough to just launch a bot and wait for it to take off. A great bot experience involves consistent monitoring and iteration. We’re looking to experiment with a few more experiences this year, including increased interactivity, the collection of UGC and enhanced personalization. We have a ways to go, but we’re excited about the future.

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Assad Is A Monster But If Trump Overthrows Him, Syria Will Likely Be Run By Terrorists

How should we understand U.S. President Donald Trump’s cruise missile barrage last week against a Syrian airbase? In one sense, it might be a tactical triumph for his administration: cruise missile attacks are popular with the American public as a form of retaliation, and they diverted attention from domestic political wrangling. It demonstrates for the first time the president’s willingness to oppose Russian President Vladimir Putin on a key issue. It also demonstrates presidential “resolve” during Chinese President Xi Jinping’s visit, and it sends a message to North Korea. Finally, it provides a one-time shot across the bow of Syrian President Bashar Assad’s regime. These are useful gains for Trump, as far as they go.

Yet if this volley marks a new departure in actual American strategy in the Middle East, it moves us into treacherous waters. The Syrian agony poses a straightforward strategic question: which is worse, Assad or the opposition? Choosing between these two brutal sides is unpalatable. But there is a powerful case to be made that the motley grouping that makes up the armed opposition affects nearly all players far more negatively than the continuation of Assad’s ugly regime. 

Look at the opposition. It is made up of numerous rival and warring elements, many of whom are radical jihadis. One of the biggest is an offshoot of al Qaeda. The sad reality is that radical jihadis generally fight better than the democratic, pro-West reformers. If Assad, a secular nationalist, is overwhelmed by jihadi forces, we will most likely face a radical jihadi regime in his stead. More moderate secular politicians who might lead the country are divided, weak and unable to come to power except at U.S. gunpoint; they would face continued Sunni jihadi opposition as well Alawite opposition. 

And then consider that a jihadi victory over Assad would not necessarily even bring the civil war to an end. Warring jihadi factions would probably promote long-term sectarian cleansing and perpetuate a brutal civil conflict among themselves for years to come. A new jihadi regime might not even seek to eliminate ISIS. It would not be kind to its population. Under almost any circumstances, it would be hostile to the United States. Perhaps more seriously, its byproduct ― a massive refugee outflow ― would continue to shake the very heart of European political stability and invigorate proto-fascist forces there.

Warring jihadi factions would probably promote long-term sectarian cleansing and perpetuate a brutal civil conflict among themselves for years to come.

If we support jihadis against Assad, we will be fighting to the last Syrian. Assad’s backing by Russia, Iran and other Shiite forces in the region will make toppling him very difficult. Do we care about Syrian lives and Syrian cities? A harsh peace under Assad would at least bring the war to an end. We speak eloquently of the tragic victims of the chemical attacks, the details and circumstances of which are still far from clear, but what of the effect of several more years of war? Or are all these Syrians expendable in the interests of our geopolitical ambitions?

Assad, with help from his allies, is now in the process of extending final control over the country. So who benefits from a prolonged and unresolved war? Ask the people on the ground. Many Syrians who hate Assad actually fear a jihadi victory — and anarchy — even more.

But of course the Syrian agony is not even primarily about Syria or its citizens at all. It’s basically another proxy war among more powerful forces. Yemen, which is currently being butchered and starved to death, is another example, in this case involving Saudi Arabia, Iran, the U.S. and the United Arab Emirates. The actual global geopolitical implications of the Yemen conflict are slight — although armchair strategists in Washington predictably spin reasons as to why Yemen is “vital” to U.S. interests.

Harsh peace under Assad would at least bring the war to an end.

Forget Assad. A proxy war is what we are talking about, one fought over Syrian bodies. In reality, Washington’s real objectives focus on Russia and Iran in the Middle East. The U.S. is rightfully outraged at the use of chemical weapons — but Washington had no trouble with them when they were used extensively against Iran for years by Saddam Hussain in his war against Iran. America’s talk about democracy and human rights essentially provides cover for the strategic military goal of defeating Russia and Iran ― any talk of democracy or human rights is quite absent when it comes to our own strategic ties with Saudi Arabia or Egypt, for example.

Yet how much are Iran and Russia really deadly foes to the U.S. in the Middle East? Washington, Moscow, Tehran and Beijing all share a common goal of eliminating ISIS and curtailing jihadi forces around the globe ― Muslim insurgents directly affect both Russia and China domestically. We all share a desperate need for Middle East stability to let the region cool down from the white heat of almost two decades of catastrophic military conflict and human tragedy. And finally we all share a desire that oil and gas flow to global consumers. These are significant interests. Democracy ranks pretty low alongside combatting the hunger, destruction and anarchy that the U.S. helped create. 

And yet Washington essentially still views the world through the zero-sum lens of a sole world superpower. “Full-spectrum dominance” still remains the Pentagon’s official global doctrine. As such, any suggestion of a win-win outcome is a formula that provokes U.S. distaste, suggesting a lowering of our unilateral guard. Note how our mainstream media excoriated U.S. Secretary of State Rex Tillerson for repeating that “win-win” formula at a recent press conference with his counterpart from China; the term apparently smacks of an alien or Chinese concept.

The Trump administration, in one of its more rational moments, recently suggested that the U.S. no longer placed top priority on overthrowing Assad, for now. Obama in his last months had also come to recognize the need for softening his position on Assad.

U.S. talk about ‘democracy’ and ‘human rights’ essentially provides cover for America’s goal of defeating Russia and Iran.

The geopolitical reality of the Middle East today is that the U.S. can no longer unilaterally call the shots. Too many other significant players also have major stakes there that cannot be ignored. There are nine conflicting parties in addition to the U.S.: Russia, Turkey, Iran, Kurds, Syrians, Saudis, Israelis, al Qaeda and ISIS. Russia ― after a 30-year interval following the chaos of the fall of the Soviet Union ― is back on the scene. Russia has been a player in the Middle East for centuries and was long the chief protector of Orthodox Christians. Moscow will not go away. Retaining dominant influence in Syria is a minor strategic advantage compared to the massive regional dominance still enjoyed by Washington in other Middle East states.

Iran has had a close relationship with Syria for nearly 40 years. Its influence in Syria has, if anything, been vastly enhanced by the war against Assad. Once that is over, the military presence of Iran, Hezbollah and Iraqi Shiite militias will be greatly reduced.

So what does this cruise missile barrage presage? Is Washington returning to its old and lame game of good jihadi, bad jihadi in Syria, and prioritizing Assad’s fall — and thus prolonging the proxy war? 

So far, it appears that Trump’s decision to bomb Syria is little more than a stop-gap measure designed to reduce the many rising pressures surrounding his administration. In military terms, it was a minor act, even if it served tactical purposes at that moment. But if it presages a major strategic shift toward deeper U.S. involvement in Syria, it will be a catastrophe. 

Graham E. Fuller is a former senior CIA official and author of numerous books on the Muslim world. His latest book is “Breaking Faith: A Novel of Espionage and an American’s Crisis of Conscience in Pakistan.” 

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Someone ‘Fixed’ The Pepsi Ad So It Features Real Protesters, And It's Awesome

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Pepsi faced intense backlash last week after the company debuted an advertisement featuring Kendall Jenner wading through a political protest to hand a can of soda to a police officer. By depicting a whitewashed view of political protest, critics said, Pepsi was taking advantage of increased activism without doing anything to help the causes it hoped to profit from.

The ad was eventually pulled and Pepsi apologized on April 5. But a day later, the production company ThirtyRev released its own version of the commercial ― this one featuring real protesters at Standing Rock fighting to stop the Dakota Access Pipeline.

“Hey @pepsi…don’t worry we fixed it for u,” the company said in a tweet

For the video, ThirtyRev laid the same song used in the Pepsi ad, Skip Marley’s “Lions,” over powerful footage of water protectors at Standing Rock continuing to protest in the face of intense police opposition. Near the end of the ad, the Pepsi logo flashes across the screen alongside the words “Water Is Life.”

The final product, which is simply titled “Fixed Pepsi Ad,” is a powerful tribute to the men and women who actually put their lives on the line for the causes they believe in. 

Joseph von Meding, a filmmaker at ThirtyRev, told Business Insider that when he first saw the original Pepsi ad it bothered him. “It came across as a bunch of advertising execs using a 20- or 30-year-old advertising playbook with a sprinkling of those recent ‘cool protests’ thrown into the mix,” he said. 

ThirtyRev strives to create films “that contribute towards making the world a safe, just and sustainable place,” according to the company. 

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Nancy Kerrigan Breaks Down Over Her Six 'Devastating' Miscarriages On 'DWTS'

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The Most Memorable Year week on “Dancing with the Stars” is pretty much a guaranteed sobfest, with each celebrity contestant honoring a particularly formative moment in his or her life.

Monday night, the stars opened up about former struggles ― including health issues and parenting trials ― to channel their pain and heartbreak through dance.

In a pre-show clip, former Olympian Nancy Kerrigan tearfully shared her long journey to becoming a mother of three, revealing that she suffered six miscarriages over the course of a few short years.

“Since I was 10 years old, I always wanted to have three kids by the time I was 30, sort of like what my mom had done,” Kerrigan told her dance partner, Artem Chigvintsev. “Not long after having Matthew, we thought we wanted to have more kids. So I got pregnant, but I had a miscarriage … it makes you feel like a failure.”

“The first time that you go in and they tell you, ‘Oh there’s no heartbeat,’ it’s devastating,” she added. “It almost felt shameful, because I couldn’t do it on my own.”

Kerrigan and husband Jerry Solomon welcomed their first son, Matthew, in December 1997 shortly after their marriage. She said that raising her son’s expectations about having a sibling and then watching them crumble was one of the most difficult parts of the ordeal.

“Once, the pregnancy was far enough along that we actually told our son and he was so excited,” Kerrigan said, per People. “How do you explain [a miscarriage] to a little kid? Having to tell them that it was now gone and they had to take it out? He asked why and we had to explain, ‘Because it’s dead. It’s not alive anymore.’ That was awful.”

That’s when Kerrigan decided to pursue in vitro fertilization treatment. She eventually welcomed two more children, son Brian and daughter Nicole, in 2005 and 2008, respectively.

Watch Kerrigan and partner Chigvintsev dance the foxtrot to “My Wish” by Rascal Flatts, which she dedicated to her kids, below.

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