State of Workplace Bots: Results of the Annual Workplace Bot Survey 2017
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ServiceRocket has teamed up with Converse.ai to conduct the Annual Workplace Bot Survey which was just completed in September 2017. These are slides from the webinar delivered on 17 October 21017 to share the results. A recording of the webinar can be viewed here: https://info.servicerocket.com/state-of-workplace-bots-results-of-annual-bot-survey-2017
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State of Workplace Bots: Results of the Annual Workplace Bot Survey 2017
- 1. Results: Annual Workplace Bot Survey 2017
- 3. 3 © ServiceRocket Guest Speaker Tony Lucas Co-Founder and CEO Converse.ai
- 5. 5 © ServiceRocket Agenda ● The why and what of workplace bots ● Results of the Annual Workplace Bot Survey ● Plans for future research ● How to get started in bots
- 6. 6 © ServiceRocket Why We Did This Research Insights Ideas for Action Benchmarking
- 7. 7 © ServiceRocket 56% 76% 53% Say they are more likely to shop with a business they can message directly. Messaging has improved their lives (simpler, more ongoing, easier for groups, more frequent, more thoughtful) Expect their messaging to increase in the next two years Message more today than they did two years ago. Why Bots? 59% Source: Facebook IQ “More Than a Message: The Evolution of Conversation” 67%Say they will message with businesses more in the next two years.
- 8. 8 © ServiceRocket Generations don’t matter Millenials Prefer to message than to call or email when messaging one-to-one or with a group 65% GenXers Prefer to message than to call or email when messaging one-to-one or with a group Baby Boomers Prefer to message than to call or email when messaging one-to-one or with a group 65% 63% Source: Facebook IQ More Than a Message the Evolution of Conversation
- 9. 9 © ServiceRocket Messaging Apps Are Taking Over ComScore Says Time spent on phones in Messaging apps 91% Flurry Analytics Says Year-over-year growth in mobile messaging apps since 2015 Messaging App Report The top four messaging apps (Messenger, WhatsApp, WeChat, and Viber) have more monthly active users than the top four social networking apps (Facebook, Twitter, Instagram, Google+) 394% 4 Source: https://qz.com/596981/whatsap p-is-finally-making-a-key-move-t hat-will-change-how-we-use-ch at/ Source: https://medium.com/hijiffy/10-gr aphs-that-show-the-immense-p ower-of-messaging-apps-4a413 85b24d6
- 10. 10 © ServiceRocket What does this mean for the enterprise? ● People are communicating more in messaging apps and expecting to interact with companies using this new interface. ● Soon people will demand to interact at work through messaging. ● This flood of communications will demand automation. ● This is where bots come into play.
- 11. 11 © ServiceRocket What is a chatbot? A bot is a new interface that exposes a service, much like a browser or a mobile app is an interface that people use to access a service. - Amir Shevat Designing Bots: Creating Conversational Experiences
- 12. 12 © ServiceRocket Questions employees ask. All. Day. Long. “Can I book leave time on 24 and 25 January?” “Could someone fix the door in building 4 on the east wing?” “I’d like to book a conference room on Friday at 10am in building 4 that has video.” “I found a bug on our website. The contact us form does not work?” “How do I refer a friend for a job?” “When is my next management development course?” “When is my next appointment with my boss?”
- 14. 14 © ServiceRocket Why We Did This Research Insights Ideas for Action Benchmarking
- 15. The Results
- 20. 20 © ServiceRocket Familiar with Common Use Cases
- 23. 23 © ServiceRocket Investigating Use of Bots
- 24. 24 © ServiceRocket Which Department is Investigating
- 25. 25 © ServiceRocket Capabilities to Plan and Execute Bot Strategy
- 26. 26 © ServiceRocket Have the Tools to Develop and Implement
- 27. 27 © ServiceRocket Have a Team Developing At Least One Bot Now
- 28. 28 © ServiceRocket At Least One Bot in Pilot Now
- 29. 29 © ServiceRocket At Least One Bot Employees Use Now
- 30. 30 © ServiceRocket Bots Strategic Part of Employee Experience
- 31. 31 © ServiceRocket 21% 20% 3% Worried about bots replacing my job. Are bots going to be a lot to manage? Depend on 3rd party. What resources are needed? Reskilling L1 Support. I still really don’t know what a bot is. Do they work? Are they effective? Will there be a positive return? Concerns 47% 9%Security concerns with the data exchanged (through 3rd parties or through Workplace)
- 32. 32 © ServiceRocket Areas of Future Research ● Expand beyond early adopters ● Specific use cases ● Results / outcomes / benefits realized ● Business case arguments ● Costs and resources needed ● More interviews and focus groups ● … ● … ● … ●
- 33. 33 © ServiceRocket Actions to Take ● Think: How can we help answer employee questions in a more automated way? ● Make a list of possible examples ● Keep examples / use cases as simple as possible ● Work with IT / Someone who understands Workplace API ● Maybe work with a Workplace Partner (Converse.ai and ServiceRocket and Others) ● Prioritize the list from above ● Do one at a time