Chatbot Integration with HubSpot: Motion AI would be used to create and design a chatbot. The chatbot could be integrated with HubSpot using APIs or other integration methods available. Lead Generation and Qualification: The chatbot would be deployed on a website or messaging platform. It could engage with visitors, ask qualifying questions, and capture lead information. Data Collection and Segmentation: The chatbot would collect user data, such as name, email, company, and specific interests or needs. This data would be sent to HubSpot and automatically segmented based on predefined criteria. Automated Responses and Follow-ups: The chatbot could provide instant responses to common queries. It could also schedule follow-up actions, such as sending follow-up emails or assigning tasks to sales representatives within HubSpot. Lead Nurturing: Based on the information collected, the chatbot could initiate lead nurturing campaigns. This might include sending personalized content, product recommendations, or additional resources. Qualification and Routing: Using the information gathered, the chatbot could qualify leads based on predefined criteria. Qualified leads could be automatically routed to the appropriate sales representatives or teams in HubSpot. Tracking and Analytics: Both platforms would offer analytics and reporting capabilities. You could track the performance of the chatbot, monitor lead interactions, and measure conversion rates. CRM Data Enrichment: The chatbot could automatically enrich CRM records with additional information gathered through conversations. Customer Support and Service: The chatbot could assist with customer support by providing answers to common questions or directing customers to relevant resources. It could also create tickets or escalate issues within HubSpot's customer service module. Feedback and Surveys: The chatbot could be programmed to solicit feedback or conduct surveys to gather customer insights. This data could be stored in HubSpot for analysis and action.

1. CHATBOT
ENABLED
CRM
Ajith V - 2213008
Ajaykarthik – 2213007
Rajkamal R – 2213076
Nandhini R – 2213059
Preethy S - 2213073

2. 1. Should HubSpot
replace its human
chat
representatives
with chatbots?
Why or Why not?
HubSpot should consider using
chatbots instead of human
representatives, but only for
regular, repetitive customer calls.
Customers should know they're
talking to a bot and have the
option to talk to a real person for
more complex issues.

3. Reasons are:
• Chatbots respond quickly, so customers don't have to wait on hold or
call during busy hours. They can get their questions answered
whenever they want.
• Using chatbots saves time and effort on basic phone inquiries, which
means more time can be spent on proactive customer service.
• Chatbots are more cost-effective than hiring extra human chat agents
to give personalized answers to thousands of HubSpot customers
with different needs. It's like offering personalized help on a big
scale.
• Chatbots can be used in messaging apps like Facebook Messenger,
WhatsApp, and WeChat. This means customers can talk about their
problems and finish tasks without leaving their favourite chat app.
They don't need to go to the company's website or download any
new apps on their phone. HubSpot's own research found that 71% of
people are happy to use messaging apps for good customer service.

4. 2. Which activities in HubSpot's
marketing and selling process would
you turn over from humans to bots?
Why? In which phases of funnel (Tofu,
Mofu, Bofu) would bots do better
(Worse) than humans?
• HubSpot can consider turning over activities in
its marketing and selling process that involve
routine tasks, such as
1) Answering basic customer inquiries,
2) Providing product information, and
3)Collecting customer data.
• Chatbots can efficiently handle these tasks,
permitting human agents to focus on more
complicated and strategic actions.

5. 1) Chatbotsquicklyanswered customer questionswithoutthem havingto wait on
holdduringbusinesshoursor visitwebsites.They were integratedwith messaging
apps likeWhatsapp andWechat for convenience.
2) Chatbotswere useful in different stagesof the buyingprocess.They helpedgather
informationabout competitorsand customers, both before and after a sale.
3) Hubspot'smarketing processstarted with attracting strangersusingcontenton their
website.These strangerswere then educated and tracked,eventuallybecoming leads
that the sales team wouldwork with to close deals.

6. Q3) How might the customer behavior
change if the customer interacted with the
bot versus the human? How might this
behavioral change affect the type of
relationship formed with the company?
Behavioral Changes when Interacting with Bots vs. Humans:
1) Quick Responses and Efficiency:
• Bots provide rapid responses, saving customers from long waits in queues or on calls.
• Preferred messaging apps like Facebook, WhatsApp, and WeChat for efficiency.
2) B2B Customer Relationships:
• B2B relationships are complex and relational, requiring qualified salespeople.
• B2B customers may be skeptical about using bots for business purposes.
3) Challenges with Live Chat:
• Live chat can struggle to keep up with increasing traffic and queries.
• Prolonged wait times lead to customer frustration and contradiction.

7. 4) Preference for Human Agents:
Consumer research shows a majority prefer human agents for complex queries.
Desire for an option to transfer to a live agent for multi-layered conversations.
5) Human Comprehension of Ambiguity:
Humans excel in understanding ambiguous information compared to AI bots.
Ability to cater to complex requests and questions effectively.
6) Bots for Quick Problem Solving:
Consumer research indicates 71% use bots for quick and correct problem resolution.
Bots are helpful for straightforward customer assistance, but less so for complex issues.
7)Need for Compassion and Empathy:
Certain situations require human understanding, compassion, and empathy.
Customers can get frustrated with bots lacking emotional intelligence.

8. 1) Lack of Credibility:
• Bots fail to answer or
solve problems 70% of
the time, leading to a
credibility crisis.
• Examples from
companies like
Facebook and
healthcare industries
demonstrate customer
distrust.
2) Information Flow
and Transparency:
• Bots are more useful
for B2C companies,
causing uncertainty for
B2B interactions.
• This hampers
transparency and
information flow
between parties.
3) Emotional
Intelligence and Long-
Term Relationships:
• Compassion and
empathy are crucial for
establishing long-term
relationships.
• Humanistic interactions
and live chats prove
more effective in this
regard.
4) Trust Issues and
Customer Offense:
• Bot errors, such as
providing incorrect
content, can lead to
customer frustration
and loss of trust.
• Offenses caused by bot
mistakes can harm the
brand's reputation.
Effects on Customer
Relationships

9. 4) How would
you assess the
potential for
chatbots for
managing B2B
and B2C
customer
relationships in
general. Under
which
conditions do
How human chatbots should be?
HubSpot should recommend that chatbots should
behave in a human-like manner to create more
engaging and personalized interactions with
customers.
The chatbots should be designed to understand and
respond to customer queries in a conversational and
empathetic way.
They should be programmed to detect and respond to
emotions expressed by customers, ensuring satisfying
conversational experiences.

10. 4A) Whether and when/how to disclose that a customer is chatting with a bot rather
than a human?
• HubSpot should recommend that transparency is important and customers should be
informed when they are interacting with a bot.
• The disclosure should be made at the beginning of the conversation to set clear
expectations for the customer.
• However, in some cases, it may be beneficial to allow customers to assume they are
chatting with a live human to reap the benefits of human-built relationships.
4B) Whether the bot should speak in the voice of the brand or adjust its relational
style?
• HubSpot should recommend that the bot should embody the brand's personality and
speak in the voice of the brand.
• This will help maintain consistency in brand messaging and create a cohesive
customer experience.
• However, the bot should also be able to adjust its relational style to match the
conversational style of individual users, creating a more personalized interaction.

11. 5) Was
Hubspot’s
acquisition
of Motion AI
a smart
move for
the
company?
HubSpot and Motion AI Acquisition:
HubSpot: Inbound marketing, sales, CRM software provider
Motion AI: Platform for building and deploying chatbots
Impact on Profitability:
Smart move, increased profitability from B2B to B2C
Effect on Customer Relationships:
1) B2B Opportunity for Chatbots:
Automate customer interactions in B2B segment
2) Human-like Conversations:
Chatbots simulate human conversational partners effectively

12. 3) Efficient One-to-One Customer Management:
Enable personalized customer relationships
4) Prompt Customer Support:
Quick responses, reducing call queue and email reliance
Deployment on messaging apps (e.g., Messenger, WhatsApp, WeChat)
AI Influence on Communication:
Modern AI influences how people interact with technology
Virtual assistants like Siri and Cortana facilitate interaction with bots
Efficiency and Cost-effectiveness:
Chatbots complete interactions twice as fast and at lower cost
Programmed with if-then statements for prompt responses
Chatbot demand: $1 billion, projected to double by 2020

13. 6) Under which conditions
do bots have the most and
least potential?
We could assess the potential for chatbots for managing
B2B and B2C customer relationships in the following ways
a) Simplicity during the Onboarding Process- According to
Dharmesh, the co-founder of HubSpot, the chatbots
should be simple and example-based. For instance, if a
user asks, "What can the chatbot do for him," then the
answer should be given instantly with all the things that
could be done while using the software.

14. b) The retention rate of users for the software- Whenever users are engaged with
the chatbots, they are actually telling about their needs to the software by asking
several questions. When attention is being paid to the chats that have been made
during these interactions, then the product designers could easily create a
roadmap keeping consumer's needs aligned. This would make the users come
back again and again to the software. The software could also be used to re-
engage the old dormant consumers by providing new ways to interact with them.
c) Suggestion boxes provided- UI widgets, the suggestion boxes could actually
smoothen the customer interaction with the software if designed properly.
Widgets can be used to convey new uses to the consumer and also help in
reducing the typing that consumers need to do to get their final answer.

15. Thank you