The future of social customer service with and without bots #SimpliLab [KeyReply]
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The future of social customer service with and without bots
2016 is the year of conversational commerce - Chris Messina
What is a chatbot?1Conversational agents2Automated programs3Powered by rules and/or AI
Messaging is eating every apps lunch
Sources: InVision, Buffer, Business Insider
App usage trends toward less > more
Sources: InVision, Statista
Humans?
Live chat The new voicemail?
Bots
Hype vs Reality
Does it work?
Bots
The customer journey
Dreaming
Planning
Booking
Travelling & arriving
Bots
The customer journey
Dreaming
Planning
Booking
Travelling & arriving
Bots
Dreaming: Qantas
Bots
Planning / Booking: Icelandair
Bots
Planning / Booking: Expedia
Bots
Travelling: KLM
Stepping to the futurePossibilities and challenges
Bots
Are we still going to be mobile?
Bots
Unify backend systems, open APIs
Bots
Connect with fragmented services
OTA bots
Home
Virtualassistants
CRM Systems
Bots
Choose a platform
Where are your target customers?
Bots
Reactive engagement
???
Bots
Bot not sometimes
Im sorry, I do not understand the question.
Bots
Proactive engagement
:D!
Back to the future nowExperiments in stages
Bots
Proactive Engagement: Dreaming
Its not easy perhaps stories and characters?
Bots
Proactive Engagement: Dreaming
With rich content, stories and inspirations
Bots
Proactive Engagement: Planning
AssistRecommendEnable sharing
Bots
Proactive Engagement: Booking
Hassle free booking in 1 click
Bots
Proactive Engagement: Travelling & arriving
WIFITransportLayover tipsFlight delay alerts
Bots
3 month sprints, not 5 year plans
Internal hackathons
Bots
3 month sprints, not 5 year plans
Internal hackathonsPOC in one market
Bots
3 month sprints, not 5 year plans
Internal hackathonsPOC in one marketPost-launch segmentation & testing
Bots
Work with vendors or in-house
Assessing your business needsScope botImplementationConversation analysisMissing & new data additionsOngoing optimization
Bots
Its all about delighting customers
Spencer Yang, [email protected]+65 9060 0551 / +1 415 996 6171AI chatbot for enterprises and governments