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Free Speech - 2017 Year of the chatbot


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Provoke series by Mando Agency. Jonathan Seal explores why 2017 is the year of the chatbot and some of the ways in which brands are utilising bots to increase customer satisfaction, improve service and retain talent.

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Free Speech - 2017 Year of the chatbot

  1. 1. Free speech @jay_seal Why should chatbots matter to my business? Sorry, the office is now closed.
  2. 2. “The most profound technologies are those that disappear. They weave themselves into the fabric of everyday life until they are indistinguishable from it.” Mark Weiser, 1991 “The Computer for the 21st Century”
  3. 3. “Chat is going to be the next great operating system. Apps will come to be thought of as the new browsers; bots will be the new websites. This is the beginning of a new internet.” Ted Livingston – CEO, Kik
  4. 4. So… why now?
  5. 5. Designing conversations
  6. 6. Humanising the digital workplace…
  7. 7. Creating some manners and personality…
  8. 8. What now? CUSTOMER FOCUS • Improving customer engagement, CSAT, NPS • Reducing costs to serve • Expressing the brand
  9. 9. What now? EMPLOYEE FOCUS • Improving employee engagement, talent attraction and retention • Mastery: supporting self- actualisation
  10. 10. Potential trial areas Self-service Employee support Handover to webchat Intelligent FAQs