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Conversations
Make Happy Customers
How to use conversational
artificial intelligence to design
an amazing customer experience.
Why “happy”? Because customers & businesses aren’t
happy today. 86% of customers would pay for a better
experience, which compounds into a $1.6 Trillion
problem globally for businesses.
Happiness is a contagious business objective.
By improving, automating and scaling how businesses
build relationships with people we make both their
customers and their bottom line happy. Win-win!
We hope the following data helps you to answer some
common and critical questions in your journey to
building happy customer experiences.
happy customer experience?
What makes a
In 2017, we started to help many forward-thinking
enterprises in APAC make happy customer experiences
by automating sales and support functions more
intelligently. By pairing the elements of Conversational
Artificial Intelligence (CAI) with user-centric design
process, we’ve successfully built many search, chat and
voice-based assistants.
Fluent in English and Southeast Asian dialects our bots
have hosted more than 1.5 million minutes worth of
conversations for leading Financial Services,
Telecommunications, and eCommerce companies. In
analysing 3 years worth of conversations on web, app
and social messenger interfaces, we have a good idea
about what make a happy conversation.
INTRODUCTION
1. Gartner, 2017
1
We’ve analysed more than
1.5 million minutes of conversation, from
500,000 people, in
3 languages
contents
Define
Design
Measure
The future is happy
TABLE OF
You have questions, we have answers. Learn how
to define, design and measure happy customer
experiences with conversational ai.
Define
Planning your first Intelligent Assistant
is important, but it doesn’t have to
be rocket science.
should I be automating?
What conversations
From our experience, we’ve found that there
are 2 primary use cases for building an
Intelligent Assistant (IA):
Automating sales through conversational interface is very
effective for selling to you customers in a more consultative
way and converting them from consideration to purchase.
Intelligent Assistants also offer a sustainable and scalable
solution to allow customers to self-service 80% of the time, so
that you can give them special attention
when they really need it.
When deciding which use case to embark on, choose one that
will have an immediate impact on your business, with a
broader vision for your IA to automate deeper aspects of the
journey, learning and integrating it more into your business.
Improving sales
Optimising support channels
DEFINE
2
4
6
8
10
12
14
16
18
20
35
45
55
60
Mcm mana?
What to buy?
Words(count)
The average word count per message for Sales Assistants is 5,
with a median number at 4. Diving deeper, we find that
customers will ask shorter questions, where they are either
commanding your bot to complete a task, or they are
searching for something. These trends are true across both
English and Bahasa Malaysia.
SALES ASSISTANTS
2
4
6
8
10
12
14
16
18
20
30
40
60
80
100
Hello, just now i already sign up and
port in from existing number but
the number that i just key in change
after i submit my order. So how??
Words(count)
Compared to Sales Assistants, people tend to add a lot more
context to their questions. As a result, the average word count
per message is 7.6, and we’ve found requests as long as 94
characters - 2X longer than the longest sales request.
Given the nature of Intelligent Support Assistants, people
write long, personal stories. Despite communicating that
they are speaking to a bot, some users will still believe that
a human is still reading every message. It’s important to
manage these expectations throughout the dialogue.
SUPPORT ASSISTANTS
DEFINE
Do people really chat 24/7?
The short answer is “yes.” One of the main benefits of
building an Intelligent Assistant, is that it can assist your
customers and prospects in real time all day, every day.
We’ve found that even at the lowest hour of the day,
5AM, you’ll receive as much as 1% of
your total customer queries.
After 5AM, customer queries will steadily rise
throughout the day, peaking at 2PM, after your
customers are well fed. Their engagement with your
Assistant will continue up until midnight, when finally
most of your customers will get some sleep.
AfterM
idnight
Late
m
orning
D
inner
M
idnight
D
aybreak
Afternoon
Evening
Mon Tues Wed Thurs Fri Sat Sun
Your customers also have a tendency to build up their
queries during the week, with chatbot engagement
peaking on Friday’s, before they head off to their
weekend activities.
Learning from these peaks and valleys can help you
more effectively plan for human resources, if you are
interested in a Blended AI solution.
DEFINE
with my human support team?
Can my customers still speak
Of course they can! This is referred to as “Blended AI”, a
hybrid solution that seamlessly blends automation and
machine learning with real people who can handle
more complex customer inquiries. This is an excellent
solution that maximises customer experience while still
reducing overall costs.
Compared to call services, you can
reduce your cost-to-serve by over 10X-50X,
by implementing a Blended AI solution.
Identifying key escalation routes is important to
achieving operational cost efficiencies, while
maintaining a great customer experience. Because,
when given a choice, people will often still choose to
speak to a human.
But overall, Intelligent Assistants offer both an
engaging and personalised way for you to
automate 80% of your support queries.
As a result, your support teams can spend more quality
time on responding to the 20% of critical queries and
analysing customer data to improve your overall
customer experience (CX).
As your Intelligent Assistant integrates deeper into your
business, it can continually
improve its quality.
Video
Web Chat
Intelligent Assistant
Self Service
Voice
Level Of CX
Cost To Serve
DEFINE
Design
How to design effective &
happy conversations
Where should my bot live?
Deciding what channels to deploy your Intelligent
Assistant is an important strategic decision that will
have you weighing between third-party social media
channels where you currently engage your customers
on and your own digital assets, like your website or
mobile app. Sometimes you’ll want “all of the above”.
Although social media channels are essential to an
effective acquisition and retention strategy, their
interfaces and functionality have built-in limitations to
addressing more complex support dialogues.
As a result, our data shows that when an Intelligent
Assistant is deployed on multiple channels,
customers prefer to engage an IA within an app.
Messengers
Web
App 65%
20%
15%
DESIGN
a conversational interface?
How do I design
When designing a Conversational Interface, it’s important to maximise the ways your customers can ask questions
and provide ques to to extend the conversation. For example, to alleviate tired fingers we design our Intelligent
Assistants to predict customer queries as they type. We also use machine learning to recommend the
next-best-question to users to extend the conversation and again, reduce the need for extensive typing.
Conversational Interfaces don’t have to be boring.
DESIGN
Measure
How to measure whether
your conversations are meaningful.
At HYPERLAB, we don't believe in reinventing the wheel. That’s why we approach conversational engagement in the
same way you’d approach measuring it on a website or app.
For example, what we call a “Session” on web, is very similar to a 2-way Conversation between your business and a
customer. So it follows that, Messages are the information that the user is consuming - much like a “Page View”. The
more Messages per Conversation and the longer the Conversation Duration, the more engaged a user is. This user
journey chart shows the average messages per conversation and duration for web and app interfaces. On average,
people will exchange 3-8 messages per conversation with your IA, spending about 3:30
In looking closer, we found app users are 2X more likely to converse longer and engage more deeply with your IA.
Overall, highly engaged users will exchange about 3X more messages with your bot than the average one.
It helps to plan out your ideal conversation in advance, much like a user journey, to further define and
measure your objectives.
Are people talking to my chatbot?
Transact
Menu
Ask Question
Ask Question
Recommendation
1 2 3 4
Conversation Duration (min)
New User
Hello!
Return User
Welcome back!
Menu
Start Conversation
100%
MEASURE
MEASURE
Unique Users
The number of people who have initiated at least one
conversation with your chatbot during a specific date range.
Conversations
The number of sessions where someone is actively conversing
with your bot, without interruption, within a date range.
Conversation Duration
The average length of each conversation during a
specified date range
Messages
The number of exchanges between a user and your chatbot.
Typically a “message” is defined as a pair, where both a user
query and bot response equals one message.
Messages per Conversation
The average number of messages exchanged during a
conversation within the date range.
We get it, people can be mean. But believe it or not,
we’ve found that people are actually quite polite to
Intelligent Assistants (or maybe it’s just how we build
them!).
In the conversations we analysed, we found that 89.5%
of messages users sent had a neutral sentiment score.
What’s more, we found 2X more positive queries, than
we did negative ones.
We’ve found that designing emotionally responsive avatars
for your IA’s greatly increases empathy from
your customers, thereby improving the experience.
if my users are happy?
How do I know
Extreme Negative Extreme PositiveNeutral
89.5%
3.5% 6.8%
0.2% 0.5%
MEASURE
We attribute this behaviour to anthropomorphism;
that is, our tendency to give human characteristics
to objects. Similar to how we speak to our pets, we’ve
found that at least 6% of your messages will include
Small Talk. The majority of which will consist of
greetings and polite platitudes as your IA helps
customers answer their questions.
Diving deeper into the kind of language that’s
used when speaking to an IA, we found that people are
2X more likely to be grateful, than they are to be hateful.
Hello, Hi
Ok, thanks
F&#!
Yes or No
Emoji’s
LOL
I don’t understand
Who/what are you
Other
Hello
MEASURE
53%
25%
7%
7%
2.5%
1.5%
1.5%
1.5%
1.0%
The Future is
This is just the beginning of
happy customer experiences
The future is happy
Why? Because customers can finally get real time access to personalised support, and businesses can offer
it at scale for less and achieve more. By 2021, early adopter brands who redesign their websites to support
visual and voice search will increase digital commerce revenues by 30%.
When we look at a ten-year horizon, there are 2 truths we see today that will continue to drive the
adoption of Intelligent Assistants:
While 2017 may have been a hype year for chatbots,
2018 will see Intelligent Assistant mature into robust
omnichannel customer experience platforms that will
continue creep into more of our daily lives through
voice services. In fact, Gartner predicts that by 2021, the
majority of enterprises will be spending more per
annum on bots and chatbot creation than traditional
mobile app development.
But don’t take our word for it, hear from some of our
happy clients….
Great customer experiences will define successful businesses
The unceasing pursuit to automate our world
FUTURE
1
EARLY
ADOPTERS
EARLY
MAJORITY
LATE
MAJORITY
LAGGARDS
INNOVATORS
The Chasm
 
1. Gartner, 2017
Jessica Low
ookyo Founding member
Maxis
Happy Customers Make A Happy Telco
Fuzzy The Star adds a twinkle to ookyo’s customer experience and enhances
our brand persona. Moreover, by integrating to other services like ticketing
and billing, Fuzzy becomes a valuable platform to our users, while allowing
us to scale our customer support more effectively.
HALI has allowed us to automate time-consuming and routine tasks.
This allows our staff to focus on greater productivity and efficiency towards
improving the overall customer experience. Innovative digital initiatives
such as this will help us create a more engaging and
rewarding employee experience.
Domenic Fuda
Group Managing Director & CEO
Hong Leong Bank Bhd
Happy Employees Make a Happy Bank
FUTURE
Learn more at www.hellohappy.xyz
Message us at hello@hyperlab.xyz
Make Happy Customers
Conversations
HYPERLAB delivers happy customer experiences by
intelligently automating sales and support with our
AI-powered chat, voice and search products.
Fluent in English and Southeast Asian dialects our bots
have hosted more than 1.5 million minutes worth of
conversations for visionary Financial Services,
Telecommunications and eCommerce companies.

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Happy Conversations Make Happy Customers

  • 1. Conversations Make Happy Customers How to use conversational artificial intelligence to design an amazing customer experience.
  • 2. Why “happy”? Because customers & businesses aren’t happy today. 86% of customers would pay for a better experience, which compounds into a $1.6 Trillion problem globally for businesses. Happiness is a contagious business objective. By improving, automating and scaling how businesses build relationships with people we make both their customers and their bottom line happy. Win-win! We hope the following data helps you to answer some common and critical questions in your journey to building happy customer experiences. happy customer experience? What makes a In 2017, we started to help many forward-thinking enterprises in APAC make happy customer experiences by automating sales and support functions more intelligently. By pairing the elements of Conversational Artificial Intelligence (CAI) with user-centric design process, we’ve successfully built many search, chat and voice-based assistants. Fluent in English and Southeast Asian dialects our bots have hosted more than 1.5 million minutes worth of conversations for leading Financial Services, Telecommunications, and eCommerce companies. In analysing 3 years worth of conversations on web, app and social messenger interfaces, we have a good idea about what make a happy conversation. INTRODUCTION 1. Gartner, 2017 1
  • 3. We’ve analysed more than 1.5 million minutes of conversation, from 500,000 people, in 3 languages
  • 4. contents Define Design Measure The future is happy TABLE OF You have questions, we have answers. Learn how to define, design and measure happy customer experiences with conversational ai.
  • 5. Define Planning your first Intelligent Assistant is important, but it doesn’t have to be rocket science.
  • 6. should I be automating? What conversations From our experience, we’ve found that there are 2 primary use cases for building an Intelligent Assistant (IA): Automating sales through conversational interface is very effective for selling to you customers in a more consultative way and converting them from consideration to purchase. Intelligent Assistants also offer a sustainable and scalable solution to allow customers to self-service 80% of the time, so that you can give them special attention when they really need it. When deciding which use case to embark on, choose one that will have an immediate impact on your business, with a broader vision for your IA to automate deeper aspects of the journey, learning and integrating it more into your business. Improving sales Optimising support channels DEFINE
  • 7. 2 4 6 8 10 12 14 16 18 20 35 45 55 60 Mcm mana? What to buy? Words(count) The average word count per message for Sales Assistants is 5, with a median number at 4. Diving deeper, we find that customers will ask shorter questions, where they are either commanding your bot to complete a task, or they are searching for something. These trends are true across both English and Bahasa Malaysia. SALES ASSISTANTS 2 4 6 8 10 12 14 16 18 20 30 40 60 80 100 Hello, just now i already sign up and port in from existing number but the number that i just key in change after i submit my order. So how?? Words(count) Compared to Sales Assistants, people tend to add a lot more context to their questions. As a result, the average word count per message is 7.6, and we’ve found requests as long as 94 characters - 2X longer than the longest sales request. Given the nature of Intelligent Support Assistants, people write long, personal stories. Despite communicating that they are speaking to a bot, some users will still believe that a human is still reading every message. It’s important to manage these expectations throughout the dialogue. SUPPORT ASSISTANTS DEFINE
  • 8. Do people really chat 24/7? The short answer is “yes.” One of the main benefits of building an Intelligent Assistant, is that it can assist your customers and prospects in real time all day, every day. We’ve found that even at the lowest hour of the day, 5AM, you’ll receive as much as 1% of your total customer queries. After 5AM, customer queries will steadily rise throughout the day, peaking at 2PM, after your customers are well fed. Their engagement with your Assistant will continue up until midnight, when finally most of your customers will get some sleep. AfterM idnight Late m orning D inner M idnight D aybreak Afternoon Evening Mon Tues Wed Thurs Fri Sat Sun Your customers also have a tendency to build up their queries during the week, with chatbot engagement peaking on Friday’s, before they head off to their weekend activities. Learning from these peaks and valleys can help you more effectively plan for human resources, if you are interested in a Blended AI solution. DEFINE
  • 9. with my human support team? Can my customers still speak Of course they can! This is referred to as “Blended AI”, a hybrid solution that seamlessly blends automation and machine learning with real people who can handle more complex customer inquiries. This is an excellent solution that maximises customer experience while still reducing overall costs. Compared to call services, you can reduce your cost-to-serve by over 10X-50X, by implementing a Blended AI solution. Identifying key escalation routes is important to achieving operational cost efficiencies, while maintaining a great customer experience. Because, when given a choice, people will often still choose to speak to a human. But overall, Intelligent Assistants offer both an engaging and personalised way for you to automate 80% of your support queries. As a result, your support teams can spend more quality time on responding to the 20% of critical queries and analysing customer data to improve your overall customer experience (CX). As your Intelligent Assistant integrates deeper into your business, it can continually improve its quality. Video Web Chat Intelligent Assistant Self Service Voice Level Of CX Cost To Serve DEFINE
  • 10. Design How to design effective & happy conversations
  • 11. Where should my bot live? Deciding what channels to deploy your Intelligent Assistant is an important strategic decision that will have you weighing between third-party social media channels where you currently engage your customers on and your own digital assets, like your website or mobile app. Sometimes you’ll want “all of the above”. Although social media channels are essential to an effective acquisition and retention strategy, their interfaces and functionality have built-in limitations to addressing more complex support dialogues. As a result, our data shows that when an Intelligent Assistant is deployed on multiple channels, customers prefer to engage an IA within an app. Messengers Web App 65% 20% 15% DESIGN
  • 12. a conversational interface? How do I design When designing a Conversational Interface, it’s important to maximise the ways your customers can ask questions and provide ques to to extend the conversation. For example, to alleviate tired fingers we design our Intelligent Assistants to predict customer queries as they type. We also use machine learning to recommend the next-best-question to users to extend the conversation and again, reduce the need for extensive typing. Conversational Interfaces don’t have to be boring. DESIGN
  • 13. Measure How to measure whether your conversations are meaningful.
  • 14. At HYPERLAB, we don't believe in reinventing the wheel. That’s why we approach conversational engagement in the same way you’d approach measuring it on a website or app. For example, what we call a “Session” on web, is very similar to a 2-way Conversation between your business and a customer. So it follows that, Messages are the information that the user is consuming - much like a “Page View”. The more Messages per Conversation and the longer the Conversation Duration, the more engaged a user is. This user journey chart shows the average messages per conversation and duration for web and app interfaces. On average, people will exchange 3-8 messages per conversation with your IA, spending about 3:30 In looking closer, we found app users are 2X more likely to converse longer and engage more deeply with your IA. Overall, highly engaged users will exchange about 3X more messages with your bot than the average one. It helps to plan out your ideal conversation in advance, much like a user journey, to further define and measure your objectives. Are people talking to my chatbot? Transact Menu Ask Question Ask Question Recommendation 1 2 3 4 Conversation Duration (min) New User Hello! Return User Welcome back! Menu Start Conversation 100% MEASURE
  • 15. MEASURE Unique Users The number of people who have initiated at least one conversation with your chatbot during a specific date range. Conversations The number of sessions where someone is actively conversing with your bot, without interruption, within a date range. Conversation Duration The average length of each conversation during a specified date range Messages The number of exchanges between a user and your chatbot. Typically a “message” is defined as a pair, where both a user query and bot response equals one message. Messages per Conversation The average number of messages exchanged during a conversation within the date range.
  • 16. We get it, people can be mean. But believe it or not, we’ve found that people are actually quite polite to Intelligent Assistants (or maybe it’s just how we build them!). In the conversations we analysed, we found that 89.5% of messages users sent had a neutral sentiment score. What’s more, we found 2X more positive queries, than we did negative ones. We’ve found that designing emotionally responsive avatars for your IA’s greatly increases empathy from your customers, thereby improving the experience. if my users are happy? How do I know Extreme Negative Extreme PositiveNeutral 89.5% 3.5% 6.8% 0.2% 0.5% MEASURE
  • 17. We attribute this behaviour to anthropomorphism; that is, our tendency to give human characteristics to objects. Similar to how we speak to our pets, we’ve found that at least 6% of your messages will include Small Talk. The majority of which will consist of greetings and polite platitudes as your IA helps customers answer their questions. Diving deeper into the kind of language that’s used when speaking to an IA, we found that people are 2X more likely to be grateful, than they are to be hateful. Hello, Hi Ok, thanks F&#! Yes or No Emoji’s LOL I don’t understand Who/what are you Other Hello MEASURE 53% 25% 7% 7% 2.5% 1.5% 1.5% 1.5% 1.0%
  • 18. The Future is This is just the beginning of happy customer experiences
  • 19. The future is happy Why? Because customers can finally get real time access to personalised support, and businesses can offer it at scale for less and achieve more. By 2021, early adopter brands who redesign their websites to support visual and voice search will increase digital commerce revenues by 30%. When we look at a ten-year horizon, there are 2 truths we see today that will continue to drive the adoption of Intelligent Assistants: While 2017 may have been a hype year for chatbots, 2018 will see Intelligent Assistant mature into robust omnichannel customer experience platforms that will continue creep into more of our daily lives through voice services. In fact, Gartner predicts that by 2021, the majority of enterprises will be spending more per annum on bots and chatbot creation than traditional mobile app development. But don’t take our word for it, hear from some of our happy clients…. Great customer experiences will define successful businesses The unceasing pursuit to automate our world FUTURE 1 EARLY ADOPTERS EARLY MAJORITY LATE MAJORITY LAGGARDS INNOVATORS The Chasm   1. Gartner, 2017
  • 20. Jessica Low ookyo Founding member Maxis Happy Customers Make A Happy Telco Fuzzy The Star adds a twinkle to ookyo’s customer experience and enhances our brand persona. Moreover, by integrating to other services like ticketing and billing, Fuzzy becomes a valuable platform to our users, while allowing us to scale our customer support more effectively. HALI has allowed us to automate time-consuming and routine tasks. This allows our staff to focus on greater productivity and efficiency towards improving the overall customer experience. Innovative digital initiatives such as this will help us create a more engaging and rewarding employee experience. Domenic Fuda Group Managing Director & CEO Hong Leong Bank Bhd Happy Employees Make a Happy Bank FUTURE
  • 21. Learn more at www.hellohappy.xyz Message us at hello@hyperlab.xyz Make Happy Customers Conversations HYPERLAB delivers happy customer experiences by intelligently automating sales and support with our AI-powered chat, voice and search products. Fluent in English and Southeast Asian dialects our bots have hosted more than 1.5 million minutes worth of conversations for visionary Financial Services, Telecommunications and eCommerce companies.