CHATBOT AGENCY TALK-A-BOT MASS PERSONALIZATION – HOW TO KEEP A HUMAN TOUCH WITH CHATBOTS?
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C H A T B O T A G E N C Y
TALK-A-BOT
MASS PERSONALIZATION – HOW TO KEEP
A HUMAN TOUCH WITH CHATBOTS?
was founded
in August 2016
the first Chatbot Agency
of the CEE region
TALK-A-BOT
We are online
Top 4 downloaded application is
messaging app
• Facebook Messenger
• Viber
2,5 billion peoplewordwide use messaging apps
WeChat – China, 1 billion user cannot be wrong
• 700 million credit card connected
• They’re leading the way in chatbots
by far and have over 5 years’ experience.
• the possibilities are infinate!
• 92 % of the world biggest brands has a
Wechat page
Hi, I’m a chatbot. How can I help?
In 2016 April Facebook announced their new
service, allowing companies with Facebook page to
chat with their users in an automated manner, so
they can communicate with a chatbot.
In November 2016, Viber launched their chatbot
service and opened the possibility for companies to
serve their customers through it.
Definition of chatbotA chatbot is a computer program which conducts a
conversation via images, voice calls or textual
methods. Such programs are often designed to
convincingly simulate how a human would behave as a
conversational partner. The purpose of Chatbots is to
cover a service or service package automatically, on a
conversational basis.
Nestlé – Dolce Gustavson
80%of brands will use
Chatbots for
customer
Interactions by
2020
40%of mobile
interactions will
be taken care of
by bots
by 2020
20%of conversations
can be
completely
automated today
source: Ovum
300.000 active chatbots are on Messenger
1:1 direct communication with masses
Personalised push message, relevant content
7/24 instant response, but waits patiently for customer
Pre-installed, always on, easy to use
Full chat history available
Profiling based on conversation
Platform advantages
What Consumers Want?
Mailing list
or service
subscription
Quick
emergency
answers
Forwarding
to appropriate
human
Buy basic items
(clothes, food)
Complaint
resolution
Bookingsor
reservations
To get detailed
answers or
explanations
To pay
a billPurchase
inspiration
Expensive
purchases
(cars)
App consolidation
(e.g. all social
apps in one place)
46
Predicted uses
for Cha t Bots
40
33
26
24
24
201916
4
5
Open rate: 22,8%
Click rate: 3,2%
Open rate: 84,3%
Click rate: 28,3%
Email vs. Messenger message
Expected Speed
of Resolving
Query
- by Channel
Ok, but how does a chatbot understand me?
Chatbot = AI?
Chatbots are often associated with artificial intelligence.
However, the large majority of chatbots are not artificially
intelligent, self-learning programs.
Chatbots do, however, natural language processing to
extract users’ intent from a linguistic input.
NLP - Natural Language Processing
NLP
Logs
Database
Controlled
machine learning
Generally speaking, chatbots can be distinguished in 5 types
How chatbots add value
to your business?
Brand awareness
Customer service
Conversion
Marketing database
Loyalty
Sector-specific solutions
Banking
Insurance
Telecommunication
Utilities
E-commerce
Public Sector
Media and Entertainement
Hospitality
Real estate
The user’s Facebook and Viber
profile + every interaction
saved
User habits, behavior and
claim - PROFILING
Marketing messages,
efficient, relevant content
to relevant target audience
remarketing / cross sell
System integration with the
company SAP, CRM
Special clients
Profiling – Mass personalization
Add human characteristics -
personality
Own story, humour
Attract and keep people engaged =
better user experience
The human-touch:
chatbot personality
Develop a chatbot as part of your software documentation,
to create a more complex documentation digital assistant
Programmed to reply to the frequent searches and FAQ
Assist in providing on-demand reference material
Interconnected the possible questions and responses =
conversation graph
Structured content – metadata, taxonomy
The future of (assisted) technical
documentation?
Reach peopleWHERE THEY ARE
49.4% of people prefer
chat over phone call
• No need to sign in
• User interface is well-known and across any device
• Customers already use the chat platform
• Communicate with a mix of free text and buttons
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