Chatler.ai prezentáció, az Országos Ügyfélszolgálati Konferenciára. - Chat trendek a világban? - Miért fontos a hatékony chat az ügyfélszolgálatoknak? - Hogyan lehet belevágni a chat automatizálásba? - Hogyan tud ebben a chatler.ai segíteni? Még több infó: https://chatler.ai/ https://blog.chatler.ai/ https://twitter.com/ChatlerAI https://www.facebook.com/chatlerai/

1. János Szabó - CEO, product

2. Chat is the most popular form of communication,
- over 1 000 000 000 messages exchanged daily between people and businesses.
Source: Facebook

3. Chat
is
bigger
than
social
http://www.businessinsider.com/the-messaging-app-report-2015-11

4. Chat
dominates
voice in
personal
life
PEW research center, American Trends Panel, 2014
https://www.purechat.com/blog/dont-call-me-why-more-consumers-prefer-messaging/

5. Chat will
dominate
voice in
business
to people
http://www.kpcb.com/internet-trends

6. Chat
drives
the
business
http://www.campaignlive.com/article/facebook-study-53-consumers-likely-shop-business-message/1404632

7. 6$ / ticket 3.5$ / ticket 1.5$ / ticket
Chat
is
cost
effective
Source: Gartner & Conversocial - The State of Social, 2016
http://www.conversocial.com/hubfs/Conversocial-Report-The-State-of-Social-Customer-Service-16.pdf

8. 80% of businesses is
interested in automating conversations
with customers.
Source: Business Insider
Technology changes how businesses chat

9. BUT...

10. #chat
bot
fails

11. ...chatbots for now are too dumb
for complex conversations

12. “Chatbots Are Here,
But They Aren’t Ready
To Replace Humans”
“The State Of Chatbots” 2016

14. Chat automation step by step

15. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
Chat agents answer each message
one-by-one, manually.
They follow preset playbook
High cost and time for onboarding

16. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
Chat agents copy-paste most repetitive responses
They have knowledge documents, FAQ
More centralized way of communication,
agents should be familiar with document structure

17. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
Chat agents select from recommendations
AI shows them possible ways
to continue discussion
Quicker onboarding, more productive chatting

18. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
AI takes over some questions, topics
if confident enough
Human focus on more complex conversations
Clear differentiation of bot vs. human answers is needed.

19. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
AI takes over repetitive functions (booking, balance
checking). Functions are triggered by customer
Humans take over if problem occurs
Special development, and
cross database connectivity is needed

20. Fully manual
Ctrl-f, Ctrl-c, Ctrl-v
Recommendation
engine Semi automation Automated
functions
Full automation
AI manages all the conversation
Human only teaches AI
with new answers for new use cases

21. AI suggests for
repetitive questions
Human chat agents
select from recommendations
and send message to customer

22. 1. Smart response
library 2. Response recommendations 3. Track, analyze, learn
- Categorized collection of
frequently used responses
- Based on personal chat history
- Constantly and automatically
updating

23. 1. Smart response library
2. Response
recommendations 3. Track, analyze, learn
- Response recommendations
to incoming messages
- Based on smart response
library
- Easy to discover alternatives
- Chat agent makes final call

24. 1. Smart response library 2. Response recommendations
3. Track,
analyze, learn
- Learns from every interaction
- Adapts to user behaviour

25. Start teaching your own AI on the fly

26. “Any community manager would kill
for a product like Chatler”
Imola Gáspár
Social Media Manager
Interactions and time needed to answer a
message with and without Chatler

27. Available as API

28. Thank you!
Twitter @chatlerai
Mail: janos.szabo@chatler.ai