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Hört auf mit den Chatbot-Experimenten: vom Hype zum Use-Case

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Vortrag von Ulf Loetschert auf der AllFacebook Marketing Conference 2019 in München.

Details:
https://conference.allfacebook.de/session/chatbot-session/

Konferenz:
https://conference.allfacebook.de/

Published in: Social Media
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Hört auf mit den Chatbot-Experimenten: vom Hype zum Use-Case

  1. 1. HÖRT AUF MIT DEN CHATBOT-EXPERIMENTEN! 😉🙈 Ulf Loetschert, Co-Founder LoyJoy AFBMC19
  2. 2. #ConversationalEra Unternehmen wollen mit in den Dialog
  3. 3. Bot-Hype in den Unternehmen Chatbots sind hip! KI ist das next big thing!
  4. 4. https://www.groovehq.com/support/customer-service-statistics
  5. 5. Chatbots automatisieren den Kundenservice Service ist eine kritische Phase der Kundenbeziehung. Vorsicht vor “unfertigen” Chatbots. IRRTUM #1
  6. 6. “…aber der Bot kann die einfachen Fälle lösen”
  7. 7. https://www.congstar.de
  8. 8. © Stiftung Warentest
  9. 9. Chatbots = KI IRRTUM #2 Zunächst ist ein Chatbot eine dialogbasierte UI. Nutze es dort, wo es Vereinfachung bringt.
  10. 10. 5x
  11. 11. 5x schneller
  12. 12. 5x emotionaler
  13. 13. 5x bequemer
  14. 14. FEATURE COMPARISON Feature WhatsApp Facebook Messenger Text messages, emojis and links Images Gallery with images & CTA links Table with images, texts & CTA links Quickreplies (buttons) Menu for functions Official API
  15. 15. https://www.steuerbot.com
  16. 16. KENNZAHLEN 60% Double Opt-In 52 Durchschnitts- Alter 57% Angabe Geburtsdatum
  17. 17. EMOTIONEN Das ist ja großartig... ich bin total begeistert😍 Danke auch und noch einen schönen Tag 😊 wir treffen uns heute mit dem Freundeskreis und werden darüber positiv berichten Voll lustig der Kalender..zaubert ein lächeln in mein Gesicht..danke Bis Morgen 👋 Danke 👍💖👍 😍😍😍😍 Ich habe zu danken! Und dem Programmierer hinter dem Chat auch alles Liebe! Danke für das schöne Gewinnspiel  und euren Team schönen 3 Advent Auf jeden Fall 🤞und vielen Dank für den originellen und so liebevoll gestalteten Adventskalender, ich wünsche dem ganzen Team ein wunderschönes Weihnachten 🎄🎄🎄
  18. 18. Chatbots brauchen “Personality” Niemand interessiert sich für die Backstory eines Bots. Und lange Dialoge will auch niemand führen. IRRTUM #3
  19. 19. Künstliche Intelligenz ist intelligent KI erkennt Muster in Daten. Aber versteht nicht, was sie tut. IRRTUM #5
  20. 20. KI versteht nicht.
  21. 21. Teekanne Anwesen Flugzeug Biologie Ökosystem Vogel
  22. 22. KI lernt von selbst dazu KI lernt nur mit Hilfe von Trainingsdaten. Und zwar vieeeel Trainingsdaten. IRRTUM #4
  23. 23. https://medium.freecodecamp.org/chihuahua-or-muffin-my-search-for-the-best-computer-vision-api-cbda4d6b425d Chihuahua vs. Muffin
  24. 24. Quelle: Facebook Messenger, Dr. Oetker Produktfinder
  25. 25. Tipps für den Start
  26. 26. Finde deinen “5x”-Use Case Handlungsempfehlung #1 Aus Sicht des Kunden muss dein Chatbot 5x schneller, besser, unterhaltsamer sein …
  27. 27. Fasse dich kurz Handlungsempfehlung #2 Im Chat hast du wenig Platz. Sei effizient.
  28. 28. Nutze Fragezeichen mit Vorsicht Handlungsempfehlung #3 Nur wenn du auch Antwort erwartest. Rhetorische Fragen sind nicht chat-geeignet.
  29. 29. Biete Quick Replies Handlungsempfehlung #4 Wir sind alle bequem. Freie Eingaben sind so anstrengend!
  30. 30. Sei emotional 😍😘 Handlungsempfehlung #5 Nutze reichlich Emojis und GIFs 😊
  31. 31. FAZIT - CHATBOT CHEAT SHEET #1 Chatbots automatisieren Kundenservice#1 Finde deinen 5x-Use Case #2 Chatbots = KI #3 Chatbots brauchen “Personality” #4 KI lernt von selbst dazu #5 KI ist intelligent #2 Fasse dich kurz #3 Vermeide Fragezeichen #4 Biete Quick Replies #5 Emotion 😍😍😍👍 Do’s 🤣 Dont’s 😫 
  32. 32. Danke - freue mich auf’s Vernetzen! 🤠 Ulf Loetschert ulf.loetschert@loyjoy.com +49 170 4444 121 linkedin.com/in/ulfloetschert xing.com/profile/UlfF_Loetschert www.loyjoy.com LoyJoy GmbH · Kapuzinerstr. 20 · 48149 Münster, Geschäftsführung Dr. Ulrich Wolffgang, Ulf Loetschert

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