SlideShare a Scribd company logo
Chat Interfaces
Extension to Digital Marketing
Ramu Pulipati - botsplash
About Me
 Engineer, Worked for enterprises and
startups
 Cofounded botsplash, Omnichannel
Chat platform
Marketing Landscape
 Online Marketing
 Digital Marketing
 Interactive Marketing
Photo credit: vpalabs.com
Why consider Chat?
 Speed, High intent customer
 Shift in consumer behavior
 New and Young workforce
 Multi-task , Short to the point
 Re-engage, Outbound, Escalations
 More channels to connect
Chat Engagement Channels
 Web Chat
 Facebook Messenger
 SMS
 Apple Business Chat
 Google RCS
 Amazon Alexa
Industry Use Cases
Financial
Advisors
Wealth
Management
Mortgage
Lending
InsurTech
Luxury
Travel
Realtor
Agent
SMS / Chat based Marketing (outbound)
Photo and numbers credit: txtsignal.com
 91% of Americans have Text
ready mobile phones
 98% text messages are read
in 2 minutes
Challenges with Chat Engagement
 Human / Agent Support
 Best practices to Engagement
 Business Integration
 Business Commitment & Process Transformation
 Lack of Automation data
Chatbots, use cautiously
 WHAT is a Chatbot?
 WHY would a business implement Chatbot strategy?
 WHERE are chatbots most efficient?
 Are all chatbots automated machine responses?
 Best Practices and Use Cases
 Customer initiation
 Customer re-engagement
 Customer campaign engagement
Human vs Chatbot
Live Chat Chatbot
High value transactions  Task focused, Low intent 
Time consuming and expensive  One Time build/automate/train 
Easy switch between context  Simple workflow based. Cannot
change path or switch context easily.

Can provide necessary training,
expensive but doable and effective.

Lack of natural language
understanding and business domain.

A fixed % of work is too manual and
redundant 
Bot (service) are great for redundant,
repetitive tasks 
Engagement Features to Consider
 Route and engage customers with Agents
 CRM Integrations
 Marketing Campaigns
 Team Engagement Transfers
 Co-browse / Screensharing
 Knowledgebase
 Automated Escalations
 Analytics and Predictions
 Voice and Video engagement
Analytics to Measure and Improve
Intent Detection
Customer Engagement
Trends and Behavior
Content and Sentiment
Spam/Anomaly
Self Help
Re-engagement
Scheduling
Enhanced Interaction
Know Channel Restrictions
 Facebook
 Uses 24 hours + 1 policy
 SMS
 TCPA Restrictions
 Promotional content could get number blocked
 Rate limiting
 Apple Business Chat and Google RCS
To follow Facebook
Follow Best Practices
 On-board one channel at time
 Create channel best practices
 Setup TCPA requirements. Include “Stop to End” conversation
 Continuously measure and optimize.
 Use Knowledgebase over Chatbot only solution (except for Alexa)
 Extract opportunities from conversations.
Thank you!
ramu@botsplash.com
@ramu_pulipati
hello@botsplash.com
@botsplash_
Charlotte Bots and AI

More Related Content

What's hot

Thomas Olsen, Zendesk - Preventing churn through CSAT
Thomas Olsen, Zendesk - Preventing churn through CSAT Thomas Olsen, Zendesk - Preventing churn through CSAT
Thomas Olsen, Zendesk - Preventing churn through CSAT
Sointu Karjalainen
 
Best Practices in Quality Assurance Using Speech Analytics
Best Practices in Quality Assurance Using Speech AnalyticsBest Practices in Quality Assurance Using Speech Analytics
Best Practices in Quality Assurance Using Speech Analytics
CallFinder
 
Speech analytics - an essential part of contact center strategy
Speech analytics - an essential part of contact center strategySpeech analytics - an essential part of contact center strategy
Speech analytics - an essential part of contact center strategy
Uniphore Software Systems
 
Enghouse interactive Roadshow - Customer
Enghouse interactive Roadshow - CustomerEnghouse interactive Roadshow - Customer
Enghouse interactive Roadshow - Customer
Enghouse Interactive
 
Drive Revenue with a Voice of the Customer Program
Drive Revenue with a Voice of the Customer ProgramDrive Revenue with a Voice of the Customer Program
Drive Revenue with a Voice of the Customer Program
GetFeedback (by SurveyMonkey)
 
Barcamp Belfast
Barcamp BelfastBarcamp Belfast
Barcamp Belfast
Caelen King
 
How to Deploy Speech Analytics for Enhanced Customer Experience
How to Deploy Speech Analytics for Enhanced Customer ExperienceHow to Deploy Speech Analytics for Enhanced Customer Experience
How to Deploy Speech Analytics for Enhanced Customer Experience
Uniphore
 
Survey Analysis (CSAT, NPS)
Survey Analysis (CSAT, NPS)Survey Analysis (CSAT, NPS)
Survey Analysis (CSAT, NPS)
Elliana Gallegos
 
How to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer JourneyHow to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer Journey
Satmetrix
 
CB_CustServiceValuePropositionFlyer_rnd7
CB_CustServiceValuePropositionFlyer_rnd7CB_CustServiceValuePropositionFlyer_rnd7
CB_CustServiceValuePropositionFlyer_rnd7
Brett Chesney
 
Actionable SaaS Metrics: Churn Rate
Actionable SaaS Metrics: Churn RateActionable SaaS Metrics: Churn Rate
Actionable SaaS Metrics: Churn Rate
Ed Shelley
 
Writing emails for success
Writing emails for successWriting emails for success
Writing emails for success
BCM Group
 
Effective landing pages for email marketing
Effective landing pages for email marketingEffective landing pages for email marketing
Effective landing pages for email marketing
Juvlon Email Marketing
 
Multi Armed Bandits and Optimized Online Marketing
Multi Armed Bandits and Optimized Online MarketingMulti Armed Bandits and Optimized Online Marketing
Multi Armed Bandits and Optimized Online Marketing
Markus Ojala
 
Develop and Grow your Audience with Google Analytics
Develop and Grow your Audience with Google AnalyticsDevelop and Grow your Audience with Google Analytics
Develop and Grow your Audience with Google Analytics
Cemal Buyukgokcesu
 
Driving Value for Utilities using Speech Analytics
Driving Value for Utilities using Speech AnalyticsDriving Value for Utilities using Speech Analytics
Driving Value for Utilities using Speech Analytics
Pam Jeffries
 
Net Promoter Score Benchmarks For Business Cases
Net Promoter Score Benchmarks For Business CasesNet Promoter Score Benchmarks For Business Cases
Net Promoter Score Benchmarks For Business Cases
Genroe
 
Score vs. System: How NPS Has Evolved to Power Culture Change
Score vs. System: How NPS Has Evolved to Power Culture ChangeScore vs. System: How NPS Has Evolved to Power Culture Change
Score vs. System: How NPS Has Evolved to Power Culture Change
Qualtrics
 
5 Reason Why You Need a Responsive Website - Physio123
5 Reason Why You Need a Responsive Website - Physio1235 Reason Why You Need a Responsive Website - Physio123
5 Reason Why You Need a Responsive Website - Physio123
Physio123UK
 
Path Towards Conversational Service Automation
Path Towards Conversational Service AutomationPath Towards Conversational Service Automation
Path Towards Conversational Service Automation
Uniphore
 

What's hot (20)

Thomas Olsen, Zendesk - Preventing churn through CSAT
Thomas Olsen, Zendesk - Preventing churn through CSAT Thomas Olsen, Zendesk - Preventing churn through CSAT
Thomas Olsen, Zendesk - Preventing churn through CSAT
 
Best Practices in Quality Assurance Using Speech Analytics
Best Practices in Quality Assurance Using Speech AnalyticsBest Practices in Quality Assurance Using Speech Analytics
Best Practices in Quality Assurance Using Speech Analytics
 
Speech analytics - an essential part of contact center strategy
Speech analytics - an essential part of contact center strategySpeech analytics - an essential part of contact center strategy
Speech analytics - an essential part of contact center strategy
 
Enghouse interactive Roadshow - Customer
Enghouse interactive Roadshow - CustomerEnghouse interactive Roadshow - Customer
Enghouse interactive Roadshow - Customer
 
Drive Revenue with a Voice of the Customer Program
Drive Revenue with a Voice of the Customer ProgramDrive Revenue with a Voice of the Customer Program
Drive Revenue with a Voice of the Customer Program
 
Barcamp Belfast
Barcamp BelfastBarcamp Belfast
Barcamp Belfast
 
How to Deploy Speech Analytics for Enhanced Customer Experience
How to Deploy Speech Analytics for Enhanced Customer ExperienceHow to Deploy Speech Analytics for Enhanced Customer Experience
How to Deploy Speech Analytics for Enhanced Customer Experience
 
Survey Analysis (CSAT, NPS)
Survey Analysis (CSAT, NPS)Survey Analysis (CSAT, NPS)
Survey Analysis (CSAT, NPS)
 
How to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer JourneyHow to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer Journey
 
CB_CustServiceValuePropositionFlyer_rnd7
CB_CustServiceValuePropositionFlyer_rnd7CB_CustServiceValuePropositionFlyer_rnd7
CB_CustServiceValuePropositionFlyer_rnd7
 
Actionable SaaS Metrics: Churn Rate
Actionable SaaS Metrics: Churn RateActionable SaaS Metrics: Churn Rate
Actionable SaaS Metrics: Churn Rate
 
Writing emails for success
Writing emails for successWriting emails for success
Writing emails for success
 
Effective landing pages for email marketing
Effective landing pages for email marketingEffective landing pages for email marketing
Effective landing pages for email marketing
 
Multi Armed Bandits and Optimized Online Marketing
Multi Armed Bandits and Optimized Online MarketingMulti Armed Bandits and Optimized Online Marketing
Multi Armed Bandits and Optimized Online Marketing
 
Develop and Grow your Audience with Google Analytics
Develop and Grow your Audience with Google AnalyticsDevelop and Grow your Audience with Google Analytics
Develop and Grow your Audience with Google Analytics
 
Driving Value for Utilities using Speech Analytics
Driving Value for Utilities using Speech AnalyticsDriving Value for Utilities using Speech Analytics
Driving Value for Utilities using Speech Analytics
 
Net Promoter Score Benchmarks For Business Cases
Net Promoter Score Benchmarks For Business CasesNet Promoter Score Benchmarks For Business Cases
Net Promoter Score Benchmarks For Business Cases
 
Score vs. System: How NPS Has Evolved to Power Culture Change
Score vs. System: How NPS Has Evolved to Power Culture ChangeScore vs. System: How NPS Has Evolved to Power Culture Change
Score vs. System: How NPS Has Evolved to Power Culture Change
 
5 Reason Why You Need a Responsive Website - Physio123
5 Reason Why You Need a Responsive Website - Physio1235 Reason Why You Need a Responsive Website - Physio123
5 Reason Why You Need a Responsive Website - Physio123
 
Path Towards Conversational Service Automation
Path Towards Conversational Service AutomationPath Towards Conversational Service Automation
Path Towards Conversational Service Automation
 

Similar to Chat interfaces, Extension to Digital Marketing

Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
 Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
Moxie
 
Learn how HR chatbots help recruiters simplify recruitment
Learn how HR chatbots help recruiters simplify recruitmentLearn how HR chatbots help recruiters simplify recruitment
Learn how HR chatbots help recruiters simplify recruitment
HirePro
 
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
Arindam Sen
 
Creative Virtual, Chris Ezekiel's presentation
Creative Virtual, Chris Ezekiel's presentationCreative Virtual, Chris Ezekiel's presentation
Creative Virtual, Chris Ezekiel's presentation
InBlackandWhite
 
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
MetricNet
 
Outsourcing service by CA Sivakasi branch of ICAI
Outsourcing service by CA   Sivakasi branch of ICAIOutsourcing service by CA   Sivakasi branch of ICAI
Outsourcing service by CA Sivakasi branch of ICAI
CA Dhaval Paun
 
Automated eMarketing
Automated eMarketingAutomated eMarketing
Automated eMarketing
Metrics Marketing Group
 
The New Tech Experience: Innovation, Optimization, and Collaboration
The New Tech Experience: Innovation, Optimization, and CollaborationThe New Tech Experience: Innovation, Optimization, and Collaboration
The New Tech Experience: Innovation, Optimization, and Collaboration
Aggregage
 
Online sales leads must be contacted immediately
Online sales leads must be contacted immediatelyOnline sales leads must be contacted immediately
Online sales leads must be contacted immediately
Benjamin Fletcher
 
CCNS Webinar
CCNS WebinarCCNS Webinar
CCNS Webinar
ProcedureFlow
 
U.S.+life+expectancy+rises+to+78
U.S.+life+expectancy+rises+to+78U.S.+life+expectancy+rises+to+78
U.S.+life+expectancy+rises+to+78
amplephi03
 
botsplash deep dive
botsplash deep divebotsplash deep dive
botsplash deep dive
botsplash.com
 
CIM CRM Workshop
CIM CRM WorkshopCIM CRM Workshop
CIM CRM Workshop
Thom. Poole
 
Crm1
Crm1Crm1
Crm12
Crm12Crm12
Contact Center 09 – Not Just Surviving But Thriving In A Down Economy
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyContact Center 09 – Not Just Surviving But Thriving In A Down Economy
Contact Center 09 – Not Just Surviving But Thriving In A Down Economy
RightNow Technologies
 
Artificial Intelligence Virtual Assistants & Chatbots
Artificial Intelligence Virtual Assistants & ChatbotsArtificial Intelligence Virtual Assistants & Chatbots
Artificial Intelligence Virtual Assistants & Chatbots
aNumak & Company
 
Enable Your Customers 24/7
Enable Your Customers 24/7Enable Your Customers 24/7
Enable Your Customers 24/7
kjluebke
 
Best WhatsApp Business API For Developers
Best WhatsApp Business API For DevelopersBest WhatsApp Business API For Developers
Best WhatsApp Business API For Developers
BriteBrands
 
WhosOn live Chat - Analytics, Interface Design & CRM Intergration
WhosOn live Chat - Analytics, Interface Design & CRM IntergrationWhosOn live Chat - Analytics, Interface Design & CRM Intergration
WhosOn live Chat - Analytics, Interface Design & CRM Intergration
ianrowley
 

Similar to Chat interfaces, Extension to Digital Marketing (20)

Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
 Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
 
Learn how HR chatbots help recruiters simplify recruitment
Learn how HR chatbots help recruiters simplify recruitmentLearn how HR chatbots help recruiters simplify recruitment
Learn how HR chatbots help recruiters simplify recruitment
 
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
Combining the Power of AI Chatbot with RPA for addressing challenges in Manuf...
 
Creative Virtual, Chris Ezekiel's presentation
Creative Virtual, Chris Ezekiel's presentationCreative Virtual, Chris Ezekiel's presentation
Creative Virtual, Chris Ezekiel's presentation
 
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
 
Outsourcing service by CA Sivakasi branch of ICAI
Outsourcing service by CA   Sivakasi branch of ICAIOutsourcing service by CA   Sivakasi branch of ICAI
Outsourcing service by CA Sivakasi branch of ICAI
 
Automated eMarketing
Automated eMarketingAutomated eMarketing
Automated eMarketing
 
The New Tech Experience: Innovation, Optimization, and Collaboration
The New Tech Experience: Innovation, Optimization, and CollaborationThe New Tech Experience: Innovation, Optimization, and Collaboration
The New Tech Experience: Innovation, Optimization, and Collaboration
 
Online sales leads must be contacted immediately
Online sales leads must be contacted immediatelyOnline sales leads must be contacted immediately
Online sales leads must be contacted immediately
 
CCNS Webinar
CCNS WebinarCCNS Webinar
CCNS Webinar
 
U.S.+life+expectancy+rises+to+78
U.S.+life+expectancy+rises+to+78U.S.+life+expectancy+rises+to+78
U.S.+life+expectancy+rises+to+78
 
botsplash deep dive
botsplash deep divebotsplash deep dive
botsplash deep dive
 
CIM CRM Workshop
CIM CRM WorkshopCIM CRM Workshop
CIM CRM Workshop
 
Crm1
Crm1Crm1
Crm1
 
Crm12
Crm12Crm12
Crm12
 
Contact Center 09 – Not Just Surviving But Thriving In A Down Economy
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyContact Center 09 – Not Just Surviving But Thriving In A Down Economy
Contact Center 09 – Not Just Surviving But Thriving In A Down Economy
 
Artificial Intelligence Virtual Assistants & Chatbots
Artificial Intelligence Virtual Assistants & ChatbotsArtificial Intelligence Virtual Assistants & Chatbots
Artificial Intelligence Virtual Assistants & Chatbots
 
Enable Your Customers 24/7
Enable Your Customers 24/7Enable Your Customers 24/7
Enable Your Customers 24/7
 
Best WhatsApp Business API For Developers
Best WhatsApp Business API For DevelopersBest WhatsApp Business API For Developers
Best WhatsApp Business API For Developers
 
WhosOn live Chat - Analytics, Interface Design & CRM Intergration
WhosOn live Chat - Analytics, Interface Design & CRM IntergrationWhosOn live Chat - Analytics, Interface Design & CRM Intergration
WhosOn live Chat - Analytics, Interface Design & CRM Intergration
 

More from botsplash.com

Migrating to postgresql
Migrating to postgresqlMigrating to postgresql
Migrating to postgresql
botsplash.com
 
Bootstrap SaaS startup using Open Source Tools
Bootstrap SaaS startup using Open Source ToolsBootstrap SaaS startup using Open Source Tools
Bootstrap SaaS startup using Open Source Tools
botsplash.com
 
Devops Days, 2019 - Charlotte
Devops Days, 2019 - CharlotteDevops Days, 2019 - Charlotte
Devops Days, 2019 - Charlotte
botsplash.com
 
Building NLP solutions for Davidson ML Group
Building NLP solutions for Davidson ML GroupBuilding NLP solutions for Davidson ML Group
Building NLP solutions for Davidson ML Group
botsplash.com
 
Getting started with postgresql
Getting started with postgresqlGetting started with postgresql
Getting started with postgresql
botsplash.com
 
Building NLP solutions using Python
Building NLP solutions using PythonBuilding NLP solutions using Python
Building NLP solutions using Python
botsplash.com
 
Cloud computing options
Cloud computing optionsCloud computing options
Cloud computing options
botsplash.com
 
Data Science meets Digital Marketing
Data Science meets Digital MarketingData Science meets Digital Marketing
Data Science meets Digital Marketing
botsplash.com
 
Building Twitter bot using Python
Building Twitter bot using PythonBuilding Twitter bot using Python
Building Twitter bot using Python
botsplash.com
 
Python for data science
Python for data sciencePython for data science
Python for data science
botsplash.com
 
Live development & tools
Live development & toolsLive development & tools
Live development & tools
botsplash.com
 
AI Use Cases discussion
AI Use Cases discussionAI Use Cases discussion
AI Use Cases discussion
botsplash.com
 
Career advice for beginner software engineers
Career advice for beginner software engineersCareer advice for beginner software engineers
Career advice for beginner software engineers
botsplash.com
 
Node.js Getting Started &amd Best Practices
Node.js Getting Started &amd Best PracticesNode.js Getting Started &amd Best Practices
Node.js Getting Started &amd Best Practices
botsplash.com
 

More from botsplash.com (14)

Migrating to postgresql
Migrating to postgresqlMigrating to postgresql
Migrating to postgresql
 
Bootstrap SaaS startup using Open Source Tools
Bootstrap SaaS startup using Open Source ToolsBootstrap SaaS startup using Open Source Tools
Bootstrap SaaS startup using Open Source Tools
 
Devops Days, 2019 - Charlotte
Devops Days, 2019 - CharlotteDevops Days, 2019 - Charlotte
Devops Days, 2019 - Charlotte
 
Building NLP solutions for Davidson ML Group
Building NLP solutions for Davidson ML GroupBuilding NLP solutions for Davidson ML Group
Building NLP solutions for Davidson ML Group
 
Getting started with postgresql
Getting started with postgresqlGetting started with postgresql
Getting started with postgresql
 
Building NLP solutions using Python
Building NLP solutions using PythonBuilding NLP solutions using Python
Building NLP solutions using Python
 
Cloud computing options
Cloud computing optionsCloud computing options
Cloud computing options
 
Data Science meets Digital Marketing
Data Science meets Digital MarketingData Science meets Digital Marketing
Data Science meets Digital Marketing
 
Building Twitter bot using Python
Building Twitter bot using PythonBuilding Twitter bot using Python
Building Twitter bot using Python
 
Python for data science
Python for data sciencePython for data science
Python for data science
 
Live development & tools
Live development & toolsLive development & tools
Live development & tools
 
AI Use Cases discussion
AI Use Cases discussionAI Use Cases discussion
AI Use Cases discussion
 
Career advice for beginner software engineers
Career advice for beginner software engineersCareer advice for beginner software engineers
Career advice for beginner software engineers
 
Node.js Getting Started &amd Best Practices
Node.js Getting Started &amd Best PracticesNode.js Getting Started &amd Best Practices
Node.js Getting Started &amd Best Practices
 

Recently uploaded

Enums On Steroids - let's look at sealed classes !
Enums On Steroids - let's look at sealed classes !Enums On Steroids - let's look at sealed classes !
Enums On Steroids - let's look at sealed classes !
Marcin Chrost
 
DevOps Consulting Company | Hire DevOps Services
DevOps Consulting Company | Hire DevOps ServicesDevOps Consulting Company | Hire DevOps Services
DevOps Consulting Company | Hire DevOps Services
seospiralmantra
 
Oracle 23c New Features For DBAs and Developers.pptx
Oracle 23c New Features For DBAs and Developers.pptxOracle 23c New Features For DBAs and Developers.pptx
Oracle 23c New Features For DBAs and Developers.pptx
Remote DBA Services
 
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
gapen1
 
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
Paul Brebner
 
Migration From CH 1.0 to CH 2.0 and Mule 4.6 & Java 17 Upgrade.pptx
Migration From CH 1.0 to CH 2.0 and  Mule 4.6 & Java 17 Upgrade.pptxMigration From CH 1.0 to CH 2.0 and  Mule 4.6 & Java 17 Upgrade.pptx
Migration From CH 1.0 to CH 2.0 and Mule 4.6 & Java 17 Upgrade.pptx
ervikas4
 
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
kalichargn70th171
 
Kubernetes at Scale: Going Multi-Cluster with Istio
Kubernetes at Scale:  Going Multi-Cluster  with IstioKubernetes at Scale:  Going Multi-Cluster  with Istio
Kubernetes at Scale: Going Multi-Cluster with Istio
Severalnines
 
WWDC 2024 Keynote Review: For CocoaCoders Austin
WWDC 2024 Keynote Review: For CocoaCoders AustinWWDC 2024 Keynote Review: For CocoaCoders Austin
WWDC 2024 Keynote Review: For CocoaCoders Austin
Patrick Weigel
 
Modelling Up - DDDEurope 2024 - Amsterdam
Modelling Up - DDDEurope 2024 - AmsterdamModelling Up - DDDEurope 2024 - Amsterdam
Modelling Up - DDDEurope 2024 - Amsterdam
Alberto Brandolini
 
8 Best Automated Android App Testing Tool and Framework in 2024.pdf
8 Best Automated Android App Testing Tool and Framework in 2024.pdf8 Best Automated Android App Testing Tool and Framework in 2024.pdf
8 Best Automated Android App Testing Tool and Framework in 2024.pdf
kalichargn70th171
 
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
dakas1
 
What is Continuous Testing in DevOps - A Definitive Guide.pdf
What is Continuous Testing in DevOps - A Definitive Guide.pdfWhat is Continuous Testing in DevOps - A Definitive Guide.pdf
What is Continuous Testing in DevOps - A Definitive Guide.pdf
kalichargn70th171
 
UI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
UI5con 2024 - Keynote: Latest News about UI5 and it’s EcosystemUI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
UI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
Peter Muessig
 
Using Query Store in Azure PostgreSQL to Understand Query Performance
Using Query Store in Azure PostgreSQL to Understand Query PerformanceUsing Query Store in Azure PostgreSQL to Understand Query Performance
Using Query Store in Azure PostgreSQL to Understand Query Performance
Grant Fritchey
 
Microservice Teams - How the cloud changes the way we work
Microservice Teams - How the cloud changes the way we workMicroservice Teams - How the cloud changes the way we work
Microservice Teams - How the cloud changes the way we work
Sven Peters
 
Webinar On-Demand: Using Flutter for Embedded
Webinar On-Demand: Using Flutter for EmbeddedWebinar On-Demand: Using Flutter for Embedded
Webinar On-Demand: Using Flutter for Embedded
ICS
 
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
Bert Jan Schrijver
 
一比一原版(USF毕业证)旧金山大学毕业证如何办理
一比一原版(USF毕业证)旧金山大学毕业证如何办理一比一原版(USF毕业证)旧金山大学毕业证如何办理
一比一原版(USF毕业证)旧金山大学毕业证如何办理
dakas1
 
ACE - Team 24 Wrapup event at ahmedabad.
ACE - Team 24 Wrapup event at ahmedabad.ACE - Team 24 Wrapup event at ahmedabad.
ACE - Team 24 Wrapup event at ahmedabad.
Maitrey Patel
 

Recently uploaded (20)

Enums On Steroids - let's look at sealed classes !
Enums On Steroids - let's look at sealed classes !Enums On Steroids - let's look at sealed classes !
Enums On Steroids - let's look at sealed classes !
 
DevOps Consulting Company | Hire DevOps Services
DevOps Consulting Company | Hire DevOps ServicesDevOps Consulting Company | Hire DevOps Services
DevOps Consulting Company | Hire DevOps Services
 
Oracle 23c New Features For DBAs and Developers.pptx
Oracle 23c New Features For DBAs and Developers.pptxOracle 23c New Features For DBAs and Developers.pptx
Oracle 23c New Features For DBAs and Developers.pptx
 
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
如何办理(hull学位证书)英国赫尔大学毕业证硕士文凭原版一模一样
 
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
Why Apache Kafka Clusters Are Like Galaxies (And Other Cosmic Kafka Quandarie...
 
Migration From CH 1.0 to CH 2.0 and Mule 4.6 & Java 17 Upgrade.pptx
Migration From CH 1.0 to CH 2.0 and  Mule 4.6 & Java 17 Upgrade.pptxMigration From CH 1.0 to CH 2.0 and  Mule 4.6 & Java 17 Upgrade.pptx
Migration From CH 1.0 to CH 2.0 and Mule 4.6 & Java 17 Upgrade.pptx
 
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
A Comprehensive Guide on Implementing Real-World Mobile Testing Strategies fo...
 
Kubernetes at Scale: Going Multi-Cluster with Istio
Kubernetes at Scale:  Going Multi-Cluster  with IstioKubernetes at Scale:  Going Multi-Cluster  with Istio
Kubernetes at Scale: Going Multi-Cluster with Istio
 
WWDC 2024 Keynote Review: For CocoaCoders Austin
WWDC 2024 Keynote Review: For CocoaCoders AustinWWDC 2024 Keynote Review: For CocoaCoders Austin
WWDC 2024 Keynote Review: For CocoaCoders Austin
 
Modelling Up - DDDEurope 2024 - Amsterdam
Modelling Up - DDDEurope 2024 - AmsterdamModelling Up - DDDEurope 2024 - Amsterdam
Modelling Up - DDDEurope 2024 - Amsterdam
 
8 Best Automated Android App Testing Tool and Framework in 2024.pdf
8 Best Automated Android App Testing Tool and Framework in 2024.pdf8 Best Automated Android App Testing Tool and Framework in 2024.pdf
8 Best Automated Android App Testing Tool and Framework in 2024.pdf
 
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
一比一原版(UMN毕业证)明尼苏达大学毕业证如何办理
 
What is Continuous Testing in DevOps - A Definitive Guide.pdf
What is Continuous Testing in DevOps - A Definitive Guide.pdfWhat is Continuous Testing in DevOps - A Definitive Guide.pdf
What is Continuous Testing in DevOps - A Definitive Guide.pdf
 
UI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
UI5con 2024 - Keynote: Latest News about UI5 and it’s EcosystemUI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
UI5con 2024 - Keynote: Latest News about UI5 and it’s Ecosystem
 
Using Query Store in Azure PostgreSQL to Understand Query Performance
Using Query Store in Azure PostgreSQL to Understand Query PerformanceUsing Query Store in Azure PostgreSQL to Understand Query Performance
Using Query Store in Azure PostgreSQL to Understand Query Performance
 
Microservice Teams - How the cloud changes the way we work
Microservice Teams - How the cloud changes the way we workMicroservice Teams - How the cloud changes the way we work
Microservice Teams - How the cloud changes the way we work
 
Webinar On-Demand: Using Flutter for Embedded
Webinar On-Demand: Using Flutter for EmbeddedWebinar On-Demand: Using Flutter for Embedded
Webinar On-Demand: Using Flutter for Embedded
 
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
J-Spring 2024 - Going serverless with Quarkus, GraalVM native images and AWS ...
 
一比一原版(USF毕业证)旧金山大学毕业证如何办理
一比一原版(USF毕业证)旧金山大学毕业证如何办理一比一原版(USF毕业证)旧金山大学毕业证如何办理
一比一原版(USF毕业证)旧金山大学毕业证如何办理
 
ACE - Team 24 Wrapup event at ahmedabad.
ACE - Team 24 Wrapup event at ahmedabad.ACE - Team 24 Wrapup event at ahmedabad.
ACE - Team 24 Wrapup event at ahmedabad.
 

Chat interfaces, Extension to Digital Marketing

  • 1. Chat Interfaces Extension to Digital Marketing Ramu Pulipati - botsplash
  • 2. About Me  Engineer, Worked for enterprises and startups  Cofounded botsplash, Omnichannel Chat platform
  • 3. Marketing Landscape  Online Marketing  Digital Marketing  Interactive Marketing Photo credit: vpalabs.com
  • 4. Why consider Chat?  Speed, High intent customer  Shift in consumer behavior  New and Young workforce  Multi-task , Short to the point  Re-engage, Outbound, Escalations  More channels to connect
  • 5. Chat Engagement Channels  Web Chat  Facebook Messenger  SMS  Apple Business Chat  Google RCS  Amazon Alexa
  • 7. SMS / Chat based Marketing (outbound) Photo and numbers credit: txtsignal.com  91% of Americans have Text ready mobile phones  98% text messages are read in 2 minutes
  • 8. Challenges with Chat Engagement  Human / Agent Support  Best practices to Engagement  Business Integration  Business Commitment & Process Transformation  Lack of Automation data
  • 9. Chatbots, use cautiously  WHAT is a Chatbot?  WHY would a business implement Chatbot strategy?  WHERE are chatbots most efficient?  Are all chatbots automated machine responses?  Best Practices and Use Cases  Customer initiation  Customer re-engagement  Customer campaign engagement
  • 10. Human vs Chatbot Live Chat Chatbot High value transactions  Task focused, Low intent  Time consuming and expensive  One Time build/automate/train  Easy switch between context  Simple workflow based. Cannot change path or switch context easily.  Can provide necessary training, expensive but doable and effective.  Lack of natural language understanding and business domain.  A fixed % of work is too manual and redundant  Bot (service) are great for redundant, repetitive tasks 
  • 11. Engagement Features to Consider  Route and engage customers with Agents  CRM Integrations  Marketing Campaigns  Team Engagement Transfers  Co-browse / Screensharing  Knowledgebase  Automated Escalations  Analytics and Predictions  Voice and Video engagement
  • 12. Analytics to Measure and Improve Intent Detection Customer Engagement Trends and Behavior Content and Sentiment Spam/Anomaly Self Help Re-engagement Scheduling Enhanced Interaction
  • 13. Know Channel Restrictions  Facebook  Uses 24 hours + 1 policy  SMS  TCPA Restrictions  Promotional content could get number blocked  Rate limiting  Apple Business Chat and Google RCS To follow Facebook
  • 14. Follow Best Practices  On-board one channel at time  Create channel best practices  Setup TCPA requirements. Include “Stop to End” conversation  Continuously measure and optimize.  Use Knowledgebase over Chatbot only solution (except for Alexa)  Extract opportunities from conversations.

Editor's Notes

  1. https://www.careerprofiles.com/blog/hiring-innovative-talent/blog-interactive-vs-digital-vs-online-marketing-jobs/ Online Marketing Job Examples: banner advertising, remarketing/retargeting, SEO (search engine optimization), SEM (search engine marketing), social media, blogging, microsites, forums, and splash pages. Digital Marketing Job Examples: mobile website, mobile application, mobile ads, email marketing, video marketing, texting campaigns, and podcasting. Interactive Marketing Job Examples: A Rich Media banner add which triggers you to enter your zip code so it can render a unique landing page providing a list of nearby stores in your location, a two way exchange twitter conversation, online gaming, commenting on a blog post.
  2. Give customers the control Faster response will lead to more conversations Better experience and consumer trust
  3. https://txtsignal.com/sms-marketing-vs-email-2017/