Bots & Customer Service
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The document discusses the evolution of chatbots in customer service, emphasizing their growing prevalence across messaging platforms while underscoring the necessity of human involvement for resolving complex issues. Despite the potential of bots to automate basic interactions, many users find them lacking in understanding and responsiveness. The future of customer engagement may blend bot technology with human support, especially as advancements in natural language processing continue to improve their functionalities.
Bots & Customer Service
- 1. roBots & Customer Service Best before Dec.17
- 2. Chatbots Algorithms designed to hold a conversation with a human, as envisioned by Alan Turing in the 1950s
- 3. Messaging platforms like… Facebook Messenger, WeChat, Slack, Skype, Kik, Telegram, and LINE have their own chatbot APIs. Social bots can now reach 1.5B users, soon to be scaled to 3B users (once WhatsApp launches it’s own API).
- 4. Twitterestimated that as many as 23 million of its 271 million users were bots
- 5. “…bots are not the way to go for customer service” Jeff Lesser, Twitter’s Head of Social Customer Service
- 6. Customers need real humans to talk to…
- 7. OK but let’s not be so hasty to write them off
- 8. Initiate basic communication Give simple directions Respond to a request for material Search the social network for popular & influential people Grow your community Participate in conversations Create new content Help people stay motivated Post open source content… Bots can…
- 11. HP consumers will be able to print their photos, documents and files to any connected HP printer as well as receive notifications to re-order toner cartridges
- 12. KLM gives passengers the option to receive flight updates through Messenger
- 13. Muppets’ fans can now talk with a “Miss Piggy”
- 14. Humans will always be needed to deal with problematic cases or difficult support tickets. The best practice will be the combination of a “bot-service” with a seamless behind-the- scenes transfer to humans where needed… Chat bots are a threat to Apps more than they are to human-run customer care
- 15. e-commerce retailer Spring, launched Spring Bot, a personal shopping concierge powered by Messenger and Zopim live chat
- 17. bot-wrecks
- 18. Tay.ai “talking about you” Microsoft’s Tay caused controversy on Twitter by releasing inflammatory tweets and it was taken offline around 16 hours after its launch. #over-confidence
- 19. Facebook Trending Module Facebook fires humans & bot starts going crazy. Pushes out false story about Fox’s Megyn Kelly, offensive Ann Coulter headline and a story link about a man masturbating with a McDonald’s sandwich, as top trending stories! #negligence
- 20. Cynk & the bot campaign Automatic trading algorithms picked up this conversation and started trading heavily in the company's stocks. This resulted in a 200-fold increase in market value, bringing the company's worth to $5 billion. By the time analysts recognised the orchestration behind this operation and stock trading was suspended, the losses were real. #intentional
- 21. Although a PR disaster, Microsoft Tay.ai demonstrated the incredible speed that AI can learn and adapt… and how coding needs to improve…
- 22. Developers love them…but how about users? By July 2016 11.000 bots had been created on while 23.000 developers had signed up to use the Wit.ai tools
- 23. By May 2016 Kik Messenger had 300M users 6.000 bots created 60% of bot users aged between 13-19 81% of bot users from the US and over 70 brands on their bot store
- 24. “…Users find them slow, simplistic and not understanding their queries” The Verge, July 1st 2016
- 25. The most challenging part in a chatbot is understanding human language & then processing it with NLP engines like wit.ai and api.ai. No UI that has to be developed. Easy & Cheap to develop… Design
- 26. They have to not only emulate content but include temporal activity, diffusion patterns, and sentiment expression Bots have come a long way from their ‘pest riddled’ past the bar has risen
- 27. Yes, before bots officially take over there is need for improvement… in contextual understanding of when to share updates & an intuitive way to initiate or end chatbot conversations
- 28. Advantages Cheaper to make then Apps Discoverability (especially w/ a dominant msg app) App fatigue Clunky sites that don’t help communication Intimate connection with a brand
- 29. Metrics wanted Measure how long conversations in a bot environment last How deep each conversation goes into each bot’s features Conversation retention How often is human intervention needed Click through Rates
- 30. When bots become equipped to handle text content, the human side of brands and consumers will gravitate towards new, richer ways to engage, including virtual and augmented reality
- 31. Bank of America Burger King Business Insider eBay Expedia Fandango Great Western Railway LivePerson Mic OwnerListens Philz Coffee Rogers Salesforce Shopify Sonar Sparkcentral Staples StubHub theScore Thrillist Twilio UNICEF Zalando Zendesk Bots arriving soon in your Messenger
- 32. Thank you for listening Vicki Kolovou aka. @netwire vicki@netwire.gr
- 33. Hydration Bot So, if you feel you’re not drinking enough water there is a bot even for that and my personal favourite bot is definitely…
- 34. …the endless screaming bot on Twitter makes me laugh