Chatbots and Analytics
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There is a synergistic, symbiotic relationship between chatbots and analytics. Chatbots are a new source of data that can feed into your analytical system and help you better understand your users, clients, and prospects. Analytics can be instrumental in helping you better train and improve your chatbot. Presented to the Business & Data Analytics Collaborative on Feb. 27 2018.
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- 1. CHATBOTS & ANALYTICS A MATCH MADE IN HEAVEN Ken Tucker Connaught Ealing Solutions Ken.tucker@connaughtealing.com (647) 551-9125
- 2. What is a chatbot? Conversational Interface UX + AI = Chatbot Celebrities – Siri, Alexa, Google Assistant, Cortana
- 3. Example – 1-800 Flowers Assistant
- 5. Finding Meaning “When do you close?” “When are you open?”“What are your hours?” keyword sentence phrase “We are open 9 am – 9 pm 7 days a week”
- 9. Customer Service Customer Satisfaction, Job Satisfaction, Increase Revenue, Efficiency, Standardization Assistant 01 Customer Service, Efficiency After Hours 02 Efficiency, CSAT RepetitiveTasks 03
- 10. Sales Customer Satisfaction, Job Satisfaction, Increase Revenue, Efficiency Lead Generation 01 Customer Service, Efficiency Lead Qualification 02 Efficiency, CSAT eCommerce 03
- 11. Marketing awareness, loyalty, “cool factor” Branding 01 catalyst, synergies, enhancement Promotion 02 New data, polling, surveys, non- intrusive Market Research 03
- 12. Human Resources Efficiency, 24/7, Adaptive Self-Service 01 Innovative, qualification, efficiency Recruitment 02 assistant, complementary Onboarding 03
- 13. Analytics
- 14. Chatbot as an Analytical Front End Analytics • Tableau • Power BI • Qlikview • Cognos Enterprise ERP CRM HRIS “How many widgets did we sell in November?” “Did the Allenby factory hit its production numbers last quarter?” “Compare Winnipeg and Calgary churn in 2017”
- 16. Basic Metrics Sessions Session Time Active Users Not Handled Conversions
- 17. Demographics
- 20. Thank You!