What's Your Chatbot Strategy
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The document discusses strategies for chatbots in 2018 and discusses how voice-activated device usage is growing rapidly. It then discusses how to leverage unified customer data and insights through chatbots to lower marketing costs, improve processes, and inform product development. Key steps for developing a chatbot strategy include researching customer needs through interviews and panels, leveraging existing customer data, and using machine learning techniques to power the chatbot.
![Hello [ FIRSTNAME ]](https://image.slidesharecdn.com/timhaydendeck-171212155443/85/What-s-Your-Chatbot-Strategy-21-320.jpg)
What's Your Chatbot Strategy
- 1. SUCCESS IN 2018: WHAT IS YOUR CHATBOT STRATEGY? November 2017 – Social Fresh Tim Hayden, President & Co-Managing Partner @TheTimHayden
- 8. Humans & Technology Today
- 14. 35.6 million Americans will use a voice-activated device at least once per month, – a 128.9 percent over 2016.
- 19. THE ANATOMY OF CUSTOMER EXPERIENCE Suspense! Intrigue! Dialogue! Conversation! Perceptions! Thoughts! Actions! FROM: Marketing Ausomation Impressions! Promotions! Community! CRM! Referral! TO: CRM! Community! Audience! Offline! Online! Mobile! Mobile! Online! Live! Sustained Engagement! Word-of-Mouth Content!
- 20. 1:1
- 21. Hello [ FIRSTNAME ]
- 23. INTEGRATED, FOR “GOLDEN CUSTOMER RECORDS” AND EXPERIENCES CRM/ CDP Social Media! Email! SMS/MMS! Apps! Marketing Automation! Transaction/POS!3rd Party/Meta Insights! Supply Chain/Logistics! Chat! DAM!
- 24. THREE WAYS TO LEVERAGE UNIFIED DATA AND INSIGHTS
- 25. LOWER MARKETING SPEND + MORE CUSTOMER HAPPINESS CRM/ CDP Social Media! Email! SMS/MMS! Apps! Marketing Automation! Transaction/ POS! 3rd Party/Meta Insights! Supply Chain/ Logistics! Chat! DAM!
- 26. PROCESS IMPROVEMENT Social Media! Email! SMS/MMS! Apps! Marketing Automation! Transaction/ POS! 3rd Party/Meta Insights! Supply Chain/ Logistics! Chat! DAM! CRM/ CDP
- 27. WHAT’S NEXT: PRODUCT DEVELOPMENT Social Media! Email! SMS/MMS! Apps! Marketing Automation! Transaction/ POS! 3rd Party/Meta Insights! Supply Chain/ Logistics! Chat! DAM! Product Development! CRM/ CDP
- 32. Machine Learning Techniques Clustering Algorithms Decision Trees Ensemble Methods Independent Component Analysis Linear Regression Logistic Regression https://www.kdnuggets.com/2016/08/10-algorithms-machine-learning-engineers.html
- 35. Getting Started
- 37. Talk and share across departments
- 38. Existing Data • Google search analytics – Search strings/terms – Device and origination • Attribution and text analysis of – Email – social media – customer support logs
- 40. Research 3rd Party Panel Needs Operations Budgeting Consideration Productivity Efficiency Savings
- 42. INTEGRATED, FOR “GOLDEN CUSTOMER RECORDS” AND EXPERIENCES CRM / CDP Social Media Email SMS/MMS Apps Marketing Automation Transaction/POS 3rd Party/Meta Insights Supply Chain/ Logistics Chat DAM
- 43. The Big 5
- 44. WHAT ARE YOU WAITING FOR?