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Messaging Bots for Self Service

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How to leverage Messaging Bots for Self Service? - The Why, What and When to use Bots

This presentation will give insights to the behavior change that is currently driving the use of Messaging Bots for Self Service across many different industries and markets.

This presentation gives an introduction to what types of bots are suitable for different tasks and how to best design the customer experience for successful outcomes.

Published in: Internet
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Messaging Bots for Self Service

  1. 1. Messaging Bot For Self Service 18 01 25
  2. 2. H O U S E O F F R I E N D S © 2 0 1 8 2 Strategy Director at House of Friends AB daniel.chow@truefriends.se @danielchownet Daniel Chow
  3. 3. H O U S E O F F R I E N D S © 2 0 1 8 3 Messaging Bots? Why
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  11. 11. H O U S E O F F R I E N D S © 2 0 1 8 11 Internet / Web Chat Social Media Electronic Messaging (e.g. email, SMS) Smartphone Application Telephone Generation Y (born 1981-1999) 24% (1st choice) 24% (1st choice) 21% (3rd choice) 19% (4th choice) 12% (5th choice) Generation X (born 1961-1980) 21% (3rd choice) 12% (4th choice) 28% (2nd choice) 11% (5th choice) 29% (1st choice) Baby Boomers (born 1945-1960) 7% (3rd choice) 2% (5th choice) 24% (2nd choice) 3% (4th choice) 64% (1st choice) Silent Generation (born before 1944) 2% (3rd choice) 1% (4th choice) 6% (2nd choice) 1% (5th choice) 90% (1st choice) % of Centers Reporting Most Popular Contact Channels by Generation Popularity of Business Contact Channels, by Age Which channels are most popular with your age-profiled customers? (% of contact centers)
  12. 12. H O U S E O F F R I E N D S © 2 0 1 8 12
  13. 13. H O U S E O F F R I E N D S © 2 0 1 8 13 are Messaging Bot? What
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  19. 19. H O U S E O F F R I E N D S © 2 0 1 8 20
  20. 20. H O U S E O F F R I E N D S © 2 0 1 8 21 to use Messaging Bot? When
  21. 21. H O U S E O F F R I E N D S © 2 0 1 8 22 High touch Unstructured Q&A Conversation UIChat Low touch AI Structured
  22. 22. H O U S E O F F R I E N D S © 2 0 1 8 23 High touch Unstructured Q&A Conversation UIChat Low touch AI Structured
  23. 23. H O U S E O F F R I E N D S © 2 0 1 8 24 + - Search on 
 the web Need for
 product Try
 calling Help 
 Bot
 🤖 Product delivery Follow up Bot
 🤖 Next purchase Customer Journey
  24. 24. H O U S E O F F R I E N D S © 2 0 1 8 25
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  28. 28. H O U S E O F F R I E N D S © 2 0 1 8 Three insights 29 • Why – Messaging behaviour on the rise across communications. • What – Leverage messaging behaviour for user experiences. • When – Use bots to complement human driven user experiences.
  29. 29. H O U S E O F F R I E N D S © 2 0 1 8 30 Three insights • Why – Messaging behaviour on the rise across communications. • What – Leverage messaging behaviour for user experiences. • When – Use bots to complement human driven user experiences.
  30. 30. © 2 0 1 8

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