Chat bots are not science fiction. They are a requirement! Find out how your business can benefit from implementing chat bots and why you should focus on it right now, before it's too late. The earlier you focus on innovation - the less you will have to catch up in the future. Contact GNS at gns-it.com now and start building your future.

1. IT’S NOT SCIENCE FICTION. IT’S A REQUIREMENT!
Why your business needs chat bots and how to implement them
CHAT BOTS

2. “I've never met anyone who likes
calling a business, and no one
wants to have to install a new app
for every service or business they
want to interact with"
MARK ZUCKERBERG

3. IMPORTANT FIGURES
68% 4 out of 5 6.8
Of all internet traffic will be
generated by mobile devices by
2017
(Cisco's Visual Networking Index
Forecast. 2013)
Consumers use a smartphone to
shop
(ComScore, 2012)
Average number of mobile apps
used by mobile internet users
globally
(Statista. June 2016)
52.7% of global internet users access the internet via mobile.
75.1% of U.S. internet users access the internet via mobile.
(Statista. 2015)

4. MESSENGERS HAVE BECOME
MORE POPULAR THAN SOCIAL
NETWORKS
monthly active users
GLOBAL RANKINGS
WhatsApp
Messenger
Facebook
Messenger
Source:App Annie Intelligence
monthly active users
as of April 2016 as of February 2016
900 million >1 billion

5. 3.2 BILLION
INTERNET
USERS
That’s over 40% of the world population

6. SUPPORT
Chat bots allow you to provide customer support 24/7
without extra spending
51%
of people want to be able to
contact a business 24/7
to email
51,6% 49,4%
to phone
PEOPLE PREFER MESSENGERS

7. AUTOMATION LEADS TO EFFICIENCY INCREASE
businesses consider their support superior. Only 8% of clients agree
(Lee Resources)
90%
think that it takes too long to connect to a support agent
(Harris Interactive)
expect a self service support. 60% of them would prefer a business with mobile
responsive support section
(2015 Global State of Multichannel Customer Service Report)
better chance of upselling to a satisfied existing customer than to a new one
(Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)
75%
90%
14х
80%

8. ANALYTICS
Without adequate analytics you will have trouble defining
numerous problems, including:
• Frequent user problems
• Ineffective staff training
• Detecting problems most critical to a business
• Ineffective sales department work
• Problems that you may not even suspect exist

9. FINTECH INNOVATIONS
AJ Bell are planning on starting a stock trading platform via Facebook
Messenger (Fintech News)
Digit are working on an algorithm that connects to your bank account
and analyzes income and expenses. Based on this information a bot
regularly sets aside small amounts of money. (Fintech News)
Amazon and Capital One introduced a service for paying bills using
Alexa bot (VentureBeat)
Envestnet | Yodlee which analyzes and normalizes customer data to
match them with personalized financial suggestions (Bank Innovation)

10. The earlier you focus on
innovation -
The less you will have to
catch up in the future
“Your future is created by what you do today,
not tomorrow”
Robert Kiyosaki

11. How chat bots provide a
solution

12. 24/7 SUPPORT
Answers to FAQ
Assistance with website navigation
Search for the nearest
office/store/ATM etc
Schedule of a certain
office/store/specialist
Office/store foot traffic at certain time
or day
Consult regarding services or goods
Feedback collection
List of documents for certain services
Lead information collection
Calculate rates, interests
etc

13. EFFICIENCY IMPROVEMENT
Chat bot creates a ticket using the existing information and forwards it to a
support agent
Tickets distribution according to question type
Some problems are solved by a chat bot alone
Better personalization due to CRM integration
Chat bots don’t take sick days and vacations
+
+
+
+
+

14. BETTER ANALYTICS SHOW PROBLEMS YOU SHOULD
FOCUS ON MORE PRECISELY
Analytics help solve the following problems and more:
Speed up the process of
solving frequent problems
Improve staff training
Improve upsell efficiency
Define the most critical
business issues
Detect missed
opportunities
1 2 3
4 5

15. ANALYTICS INFLUENCE ON UX
• Improve knowledge base
• Collect answers that get the best user feedback
• Define parts where users need assistance
• Find non existent services that clients try to find
• Connecting problems to customer types/personas

16. Chat bot in action

17. CLIENT IDENTIFICATION
QUESTION HISTORY
PROBLEM CLARIFICATION
CLEARLY
DEFINED
REQUEST
Specific
support agent
Support
team
Solution by
Chat bot
Sales lead
CLIENT IDENTIFICATION SOLUTION
Question
Transmittounifiedchannel
Cleverrouting
CRM
Analytics

18. GNS Expertise

19. “GNS was recommended to us by a partner when we
were in search of an IT company to assist us in
automating some of our routine processes.
The first of our tasks was creating a chatbot for our site.
The goal was to reduce manpower required to consult
clients and prospects, as well as improve customer
service by connecting people with the right employees.
As a result, a team in GNS took over the entire process.
They consulted us on the most appropriate technologies
and helped with necessary website customization. The
company made an impression of a well-oiled machine
making every step easier than the previous one.
What particularly impressed us was their staff’s strive
for learning new things and skilled project management.
The product turned out great. We are happy to
recommend GNS to companies looking for no-fuss and
skilled developers.”
Founder & CEO, ProNav Technologies
200+
150+
9 years
83%
81%
On IT market
Developers
Successful projects
Repeat customers
Middle and senior
level developers

20. CHATBOT EXPERTISE
Support agents did not have to answer::
• Where is the event venue?
• What is the event agenda?
• How to get there?
• What accommodation options are available?
• Who are the sponsors?
• How to preorder goods?
• and more
Chat bot helps them:
• Distribute questions
• Forward support tickets to agents during office hours
• Saving support tickets outside the working hours and
informing agents about them.
• Consult on insurance
• Provide insurance services estimate
• Assist with website navigation
• Collect leads and forward them to appropriate
departments
EVENT SUPPORT INSURANCE AGENCIES

21. OTHER RELEVANT
SOLUTIONS
Ready to implement CRM / ERP speeds up
the development process and reduces its
cost.
The system is fully customizable and can be
adjust to customer’s requests.
Chat bot can “live” on GNS servers that were
successfully tested for these type of loads.

22. DIVERSE TECHNOLOGY STACK
RELEVANT TECHNOLOGIES
• HTML5, CSS3, JavaScript, AngularJS,
Backbone.js, React, Ajax, JSON
• PHP (Zend 2, Symfony 2, Laravel), Node.js,
.NET, ASP.NET MVC, Silverlight
• MySQL, MongoDB, MSSQL, PostgreSQL, Redis
• Objective-C, SWIFT, Android
CHATBOT TECHNOLOGIES
• Meya + Wit.ai + Smooch software +
Frontapp software
• NodeJS + Express + MongoDB + Wit.ai +
Facebook + Messenger API + Heroku
hosting

23. Thanks for your attention!
info@gns-it.com
+37 254 999 406
gns-it.com