Actionable conversations: Measuring the impact of chat
Summary:
Everyone has had a conversation that has changed their life. The right conversation at a key moment can compel action. But it needs to be from the right messenger, at the right time and delivered in the right way. Chat applications such as WhatsApp provide organisations with the opportunity to have 1.5 billion personal, private, actionable conversations daily. But it is difficult to show the causal link between a chat conversation and real world action. This talk will share insights from organisations who are leveraging WhatsApp and Turn.io to track the impact of conversations on health, education and economic behaviour.
Background/Objectives:
The objective of this talk is threefold:
Everyone is on their own personal, behaviour change journey. But how do you identify in real time where a user is in their journey so you can better tailor your communications to them? And how do you use conversation to move them to the next best action? Against the background of an increased focus on the role of technology to solve some of the world's biggest challenges, the team at Turn.io have build a product to help organisations do exactly this. By using machine learning and behavioural insights to help organisations have conversations with their users over channels such as WhatsApp that lead to action. The product identifies where a user is in their behaviour change journey, and suggests the best response to move them towards the desired behaviour. Working with organisations running SBCC programmes in the developing world, the Turn.io team will share insights about how to manage and track actionable conversations that improve health, education and economic activity.
Discussion/Implications for the Field:
Many SBCC organisations want to leverage chat apps like WhatsApp, but are not sure how to manage these interactions at scale and measure the impact of these conversations on real world action. Tools that can support SBCC organisations to use these new technologies efficiently, effectively and ethically to achieve greater impact are essential to move the field forward.
Abstract submitted by:
Lieze Langford - Turn.io
Pippa Yeats - Turn.io
Everyone has had a conversation that has changed their life. The right conversation at a key moment can compel action. But it needs to be from the right messenger, at the right time and delivered in the right way. Chat applications such as WhatsApp provide organisations with the opportunity to have 1.5 billion personal, private, actionable conversations daily. But it is difficult to show the causal link between a chat conversation and real world action. This talk will share insights from organisations who are leveraging WhatsApp and Turn.io to track the impact of conversations on health, education and economic behaviour.
Background/Objectives:
The objective of this talk is threefold:
- To demonstrate how technologies can help to manage and track the impact of a chat conversation
- To share insights from the organisations using chat to drive behaviour change
- To inspire participants to leverage chat in their work
Everyone is on their own personal, behaviour change journey. But how do you identify in real time where a user is in their journey so you can better tailor your communications to them? And how do you use conversation to move them to the next best action? Against the background of an increased focus on the role of technology to solve some of the world's biggest challenges, the team at Turn.io have build a product to help organisations do exactly this. By using machine learning and behavioural insights to help organisations have conversations with their users over channels such as WhatsApp that lead to action. The product identifies where a user is in their behaviour change journey, and suggests the best response to move them towards the desired behaviour. Working with organisations running SBCC programmes in the developing world, the Turn.io team will share insights about how to manage and track actionable conversations that improve health, education and economic activity.
Discussion/Implications for the Field:
Many SBCC organisations want to leverage chat apps like WhatsApp, but are not sure how to manage these interactions at scale and measure the impact of these conversations on real world action. Tools that can support SBCC organisations to use these new technologies efficiently, effectively and ethically to achieve greater impact are essential to move the field forward.
Abstract submitted by:
Lieze Langford - Turn.io
Pippa Yeats - Turn.io
Source
Approved abstract for the postponed 2020 SBCC Summit in Marrakech, Morocco. Provided by the International Steering Committee for the Summit. Image credit: Turn.io