Submit Search
Upload
How chatbots will change the future of consumer engagement
•
3 likes
•
1,050 views
Iris
Follow
A POV on Chatbots. What they are, why they matter and how brands are actually using them...
Read less
Read more
Technology
Report
Share
Report
Share
1 of 16
Download now
Download to read offline
Recommended
Bots & Customer Service
Bots & Customer Service
Tech Talks Central
The Rise of Chatbots in 2016
The Rise of Chatbots in 2016
Organic, Inc
Chatbot workshop - How to build one.#digitized16
Chatbot workshop - How to build one.#digitized16
Warply
The rise of Chatbots – Airtouch presentation over Chatbot Use Cases
The rise of Chatbots – Airtouch presentation over Chatbot Use Cases
Airtouch New Media
How Chatbots will overtake the app in 2017
How Chatbots will overtake the app in 2017
eBranding Ninja
Future of Chatbot
Future of Chatbot
OnGraph Technologies
Snapshot: There Is a Bot for That
Snapshot: There Is a Bot for That
LHBS
SaaS North 2016: Customer Success, CX, Messaging & Bots
SaaS North 2016: Customer Success, CX, Messaging & Bots
Warren Levitan
Recommended
Bots & Customer Service
Bots & Customer Service
Tech Talks Central
The Rise of Chatbots in 2016
The Rise of Chatbots in 2016
Organic, Inc
Chatbot workshop - How to build one.#digitized16
Chatbot workshop - How to build one.#digitized16
Warply
The rise of Chatbots – Airtouch presentation over Chatbot Use Cases
The rise of Chatbots – Airtouch presentation over Chatbot Use Cases
Airtouch New Media
How Chatbots will overtake the app in 2017
How Chatbots will overtake the app in 2017
eBranding Ninja
Future of Chatbot
Future of Chatbot
OnGraph Technologies
Snapshot: There Is a Bot for That
Snapshot: There Is a Bot for That
LHBS
SaaS North 2016: Customer Success, CX, Messaging & Bots
SaaS North 2016: Customer Success, CX, Messaging & Bots
Warren Levitan
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
Cognizant
WS_Chatbots_Sid_Presentation
WS_Chatbots_Sid_Presentation
sid_webspiders
Integration of Chatbots into Your E-Commerce Strategy
Integration of Chatbots into Your E-Commerce Strategy
Jumper.ai
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Chris Franke
Bots are loving you
Bots are loving you
Crispin Porter+Bogusky
Chabot is a not a product, it's a feature
Chabot is a not a product, it's a feature
Michael Vakulenko
Finance bots - The move toward conversational finance
Finance bots - The move toward conversational finance
Organic, Inc
Articlepdf[1]
Articlepdf[1]
Sairam Vedam
Global Messaging Trends 2 - When are chatbots actually useful?
Global Messaging Trends 2 - When are chatbots actually useful?
Andrew Schorr
Are chatbots the future of customer service?
Are chatbots the future of customer service?
Oana Sav
Houston_June_23 Kore_SL_FINAL
Houston_June_23 Kore_SL_FINAL
Sam Lakkundi
17 things you don't know about chatbots- why and how to start.
17 things you don't know about chatbots- why and how to start.
mourad salih
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Timothée Meuret
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Septa
Tech & Digital Trend 2017
Tech & Digital Trend 2017
IQUII
Bots. Is it better than apps?
Bots. Is it better than apps?
Joey Rigor
Entering the Conversational Era with Chatbots for the Enterprise
Entering the Conversational Era with Chatbots for the Enterprise
Aleisha McKeeby
Chatbots - An Introduction
Chatbots - An Introduction
Geetanjali Shrivastava
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
TWG
AI Chatbot
AI Chatbot
Alex G. Lee, Ph.D. Esq. CLP
Ends at Service Design Network Global conference.
Ends at Service Design Network Global conference.
Joe Macleod
Adjoin launch
Adjoin launch
AdJoin_Media
More Related Content
What's hot
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
Cognizant
WS_Chatbots_Sid_Presentation
WS_Chatbots_Sid_Presentation
sid_webspiders
Integration of Chatbots into Your E-Commerce Strategy
Integration of Chatbots into Your E-Commerce Strategy
Jumper.ai
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Chris Franke
Bots are loving you
Bots are loving you
Crispin Porter+Bogusky
Chabot is a not a product, it's a feature
Chabot is a not a product, it's a feature
Michael Vakulenko
Finance bots - The move toward conversational finance
Finance bots - The move toward conversational finance
Organic, Inc
Articlepdf[1]
Articlepdf[1]
Sairam Vedam
Global Messaging Trends 2 - When are chatbots actually useful?
Global Messaging Trends 2 - When are chatbots actually useful?
Andrew Schorr
Are chatbots the future of customer service?
Are chatbots the future of customer service?
Oana Sav
Houston_June_23 Kore_SL_FINAL
Houston_June_23 Kore_SL_FINAL
Sam Lakkundi
17 things you don't know about chatbots- why and how to start.
17 things you don't know about chatbots- why and how to start.
mourad salih
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Timothée Meuret
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Septa
Tech & Digital Trend 2017
Tech & Digital Trend 2017
IQUII
Bots. Is it better than apps?
Bots. Is it better than apps?
Joey Rigor
Entering the Conversational Era with Chatbots for the Enterprise
Entering the Conversational Era with Chatbots for the Enterprise
Aleisha McKeeby
Chatbots - An Introduction
Chatbots - An Introduction
Geetanjali Shrivastava
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
TWG
AI Chatbot
AI Chatbot
Alex G. Lee, Ph.D. Esq. CLP
What's hot
(20)
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
WS_Chatbots_Sid_Presentation
WS_Chatbots_Sid_Presentation
Integration of Chatbots into Your E-Commerce Strategy
Integration of Chatbots into Your E-Commerce Strategy
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Kata.ai - Artificial Intelligence in Indonesia through conversational chatbot...
Bots are loving you
Bots are loving you
Chabot is a not a product, it's a feature
Chabot is a not a product, it's a feature
Finance bots - The move toward conversational finance
Finance bots - The move toward conversational finance
Articlepdf[1]
Articlepdf[1]
Global Messaging Trends 2 - When are chatbots actually useful?
Global Messaging Trends 2 - When are chatbots actually useful?
Are chatbots the future of customer service?
Are chatbots the future of customer service?
Houston_June_23 Kore_SL_FINAL
Houston_June_23 Kore_SL_FINAL
17 things you don't know about chatbots- why and how to start.
17 things you don't know about chatbots- why and how to start.
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Clustaar chatbot intervention for Crédit Agricole 19/05/2017
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Chatbots: new marketing weapon. Adsummit 2017, Kyiv
Tech & Digital Trend 2017
Tech & Digital Trend 2017
Bots. Is it better than apps?
Bots. Is it better than apps?
Entering the Conversational Era with Chatbots for the Enterprise
Entering the Conversational Era with Chatbots for the Enterprise
Chatbots - An Introduction
Chatbots - An Introduction
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
AI Chatbot
AI Chatbot
Viewers also liked
Ends at Service Design Network Global conference.
Ends at Service Design Network Global conference.
Joe Macleod
Adjoin launch
Adjoin launch
AdJoin_Media
The Future of Advertising: Defining the New Rules of Consumer Engagement
The Future of Advertising: Defining the New Rules of Consumer Engagement
National Retail Federation
Driving Consumer Engagement
Driving Consumer Engagement
birge
Future Disruptive Consumer Engagement Methods
Future Disruptive Consumer Engagement Methods
Miel Van Opstal
Burberry's Upcoming Digital Strategy
Burberry's Upcoming Digital Strategy
Emma Niemeyer
New Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered Ecosystems
Publicis Sapient
Karmela arbanasic - master thesis
Karmela arbanasic - master thesis
Karmela Arbanasic
Digital marketing trends: Top consumer trends and new Brand Engagement Rules
Digital marketing trends: Top consumer trends and new Brand Engagement Rules
Ioana Barbu
The Retail Rebels - Who Will Conquer the Connected Consumer
The Retail Rebels - Who Will Conquer the Connected Consumer
Jerry Inman
Viewers also liked
(10)
Ends at Service Design Network Global conference.
Ends at Service Design Network Global conference.
Adjoin launch
Adjoin launch
The Future of Advertising: Defining the New Rules of Consumer Engagement
The Future of Advertising: Defining the New Rules of Consumer Engagement
Driving Consumer Engagement
Driving Consumer Engagement
Future Disruptive Consumer Engagement Methods
Future Disruptive Consumer Engagement Methods
Burberry's Upcoming Digital Strategy
Burberry's Upcoming Digital Strategy
New Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered Ecosystems
Karmela arbanasic - master thesis
Karmela arbanasic - master thesis
Digital marketing trends: Top consumer trends and new Brand Engagement Rules
Digital marketing trends: Top consumer trends and new Brand Engagement Rules
The Retail Rebels - Who Will Conquer the Connected Consumer
The Retail Rebels - Who Will Conquer the Connected Consumer
Similar to How chatbots will change the future of consumer engagement
#69Predictions Marketing Experts Share for 2016
#69Predictions Marketing Experts Share for 2016
Bryan Kramer
Think forward 2017
Think forward 2017
We Are Social
Bots by Ogilvy
Bots by Ogilvy
Ogilvy Consulting
Automotive Dealership Facebook Messenger Chatbot To Sell More Cars
Automotive Dealership Facebook Messenger Chatbot To Sell More Cars
Turbo Marketing Solutions
Q1 | 2016 Social Media Trends Report
Q1 | 2016 Social Media Trends Report
The Social Lights
An Introduction to Chatbots - Cedex Technologies LLP
An Introduction to Chatbots - Cedex Technologies LLP
Kiran Krishnan
Chatbot Design Trend 2018
Chatbot Design Trend 2018
Jai Mehta
B2B Social Media White Paper - ROI Tips from Microsoft Advertising
B2B Social Media White Paper - ROI Tips from Microsoft Advertising
Microsoft Advertising
6 Top Social Media Trends That Will Transform Your Business in 2016
6 Top Social Media Trends That Will Transform Your Business in 2016
Post Planner
Digital Brands & Live Experiences: Connecting with Your Audience IRL
Digital Brands & Live Experiences: Connecting with Your Audience IRL
PBJS
3 ways to make people love your chatbot
3 ways to make people love your chatbot
Harsh Jawharkar
10 Reasons why you should Consider Snapchat for your Business
10 Reasons why you should Consider Snapchat for your Business
Real-Time OutSource
2016 marketing trends
2016 marketing trends
Fahrenheit Marketing
Chatbot Copywriting For Meaningful Customer Conversations
Chatbot Copywriting For Meaningful Customer Conversations
Carmine Mastropierro
How Chatbot is Best Medium?
How Chatbot is Best Medium?
NotifyVisitors
Clever Messenger Review
Clever Messenger Review
New World Trade 2022
8 ways chatbots help nonprofits expand outreach and increase donor engagement
8 ways chatbots help nonprofits expand outreach and increase donor engagement
Donorbox
Martian & Machine - status quo chatbots
Martian & Machine - status quo chatbots
Florian Wienbrügge
Easy guide to social media & location marketing
Easy guide to social media & location marketing
Damien Saunders | Management Consultant MIC
Relevance of chatbot
Relevance of chatbot
AshishRanjan343
Similar to How chatbots will change the future of consumer engagement
(20)
#69Predictions Marketing Experts Share for 2016
#69Predictions Marketing Experts Share for 2016
Think forward 2017
Think forward 2017
Bots by Ogilvy
Bots by Ogilvy
Automotive Dealership Facebook Messenger Chatbot To Sell More Cars
Automotive Dealership Facebook Messenger Chatbot To Sell More Cars
Q1 | 2016 Social Media Trends Report
Q1 | 2016 Social Media Trends Report
An Introduction to Chatbots - Cedex Technologies LLP
An Introduction to Chatbots - Cedex Technologies LLP
Chatbot Design Trend 2018
Chatbot Design Trend 2018
B2B Social Media White Paper - ROI Tips from Microsoft Advertising
B2B Social Media White Paper - ROI Tips from Microsoft Advertising
6 Top Social Media Trends That Will Transform Your Business in 2016
6 Top Social Media Trends That Will Transform Your Business in 2016
Digital Brands & Live Experiences: Connecting with Your Audience IRL
Digital Brands & Live Experiences: Connecting with Your Audience IRL
3 ways to make people love your chatbot
3 ways to make people love your chatbot
10 Reasons why you should Consider Snapchat for your Business
10 Reasons why you should Consider Snapchat for your Business
2016 marketing trends
2016 marketing trends
Chatbot Copywriting For Meaningful Customer Conversations
Chatbot Copywriting For Meaningful Customer Conversations
How Chatbot is Best Medium?
How Chatbot is Best Medium?
Clever Messenger Review
Clever Messenger Review
8 ways chatbots help nonprofits expand outreach and increase donor engagement
8 ways chatbots help nonprofits expand outreach and increase donor engagement
Martian & Machine - status quo chatbots
Martian & Machine - status quo chatbots
Easy guide to social media & location marketing
Easy guide to social media & location marketing
Relevance of chatbot
Relevance of chatbot
More from Iris
Pissing people off is safer than playing it safe
Pissing people off is safer than playing it safe
Iris
The Future of Retail: Made in China
The Future of Retail: Made in China
Iris
The Future of Retail: Made in China - In Summary
The Future of Retail: Made in China - In Summary
Iris
Iris & IPA Eff Week
Iris & IPA Eff Week
Iris
Iris & IPA Eff Week
Iris & IPA Eff Week
Iris
Global Study: Shopping with Generation Y and Z
Global Study: Shopping with Generation Y and Z
Iris
Contagious Now, Next, Why
Contagious Now, Next, Why
Iris
CBB Focus Interview
CBB Focus Interview
Iris
THE BIG INTERVIEW - CBBC Focus China
THE BIG INTERVIEW - CBBC Focus China
Iris
SXSE 2017 – Multiply & Conquer
SXSE 2017 – Multiply & Conquer
Iris
SXSW Bites 2017
SXSW Bites 2017
Iris
How to Pull Your Own Trump
How to Pull Your Own Trump
Iris
How to Get the Market to Do Your Marketing for You
How to Get the Market to Do Your Marketing for You
Iris
Putting Digital Back in the Boardroom
Putting Digital Back in the Boardroom
Iris
Participation Brand Index Study
Participation Brand Index Study
Iris
The Participation Brand Index
The Participation Brand Index
Iris
5 Strategies for Capitalising on the Micro-Moment Economy
5 Strategies for Capitalising on the Micro-Moment Economy
Iris
Retail Ignition
Retail Ignition
Iris
SXSW AMS 2016
SXSW AMS 2016
Iris
SXSE 2016
SXSE 2016
Iris
More from Iris
(20)
Pissing people off is safer than playing it safe
Pissing people off is safer than playing it safe
The Future of Retail: Made in China
The Future of Retail: Made in China
The Future of Retail: Made in China - In Summary
The Future of Retail: Made in China - In Summary
Iris & IPA Eff Week
Iris & IPA Eff Week
Iris & IPA Eff Week
Iris & IPA Eff Week
Global Study: Shopping with Generation Y and Z
Global Study: Shopping with Generation Y and Z
Contagious Now, Next, Why
Contagious Now, Next, Why
CBB Focus Interview
CBB Focus Interview
THE BIG INTERVIEW - CBBC Focus China
THE BIG INTERVIEW - CBBC Focus China
SXSE 2017 – Multiply & Conquer
SXSE 2017 – Multiply & Conquer
SXSW Bites 2017
SXSW Bites 2017
How to Pull Your Own Trump
How to Pull Your Own Trump
How to Get the Market to Do Your Marketing for You
How to Get the Market to Do Your Marketing for You
Putting Digital Back in the Boardroom
Putting Digital Back in the Boardroom
Participation Brand Index Study
Participation Brand Index Study
The Participation Brand Index
The Participation Brand Index
5 Strategies for Capitalising on the Micro-Moment Economy
5 Strategies for Capitalising on the Micro-Moment Economy
Retail Ignition
Retail Ignition
SXSW AMS 2016
SXSW AMS 2016
SXSE 2016
SXSE 2016
Recently uploaded
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc
Unblocking The Main Thread Solving ANRs and Frozen Frames
Unblocking The Main Thread Solving ANRs and Frozen Frames
Sinan KOZAK
Histor y of HAM Radio presentation slide
Histor y of HAM Radio presentation slide
vu2urc
Partners Life - Insurer Innovation Award 2024
Partners Life - Insurer Innovation Award 2024
The Digital Insurer
A Call to Action for Generative AI in 2024
A Call to Action for Generative AI in 2024
Results
CNv6 Instructor Chapter 6 Quality of Service
CNv6 Instructor Chapter 6 Quality of Service
giselly40
Tata AIG General Insurance Company - Insurer Innovation Award 2024
Tata AIG General Insurance Company - Insurer Innovation Award 2024
The Digital Insurer
08448380779 Call Girls In Civil Lines Women Seeking Men
08448380779 Call Girls In Civil Lines Women Seeking Men
Delhi Call girls
Top 5 Benefits OF Using Muvi Live Paywall For Live Streams
Top 5 Benefits OF Using Muvi Live Paywall For Live Streams
Roshan Dwivedi
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
Delhi Call girls
The Codex of Business Writing Software for Real-World Solutions 2.pptx
The Codex of Business Writing Software for Real-World Solutions 2.pptx
Malak Abu Hammad
A Domino Admins Adventures (Engage 2024)
A Domino Admins Adventures (Engage 2024)
Gabriella Davis
Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...
Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...
Drew Madelung
GenCyber Cyber Security Day Presentation
GenCyber Cyber Security Day Presentation
Michael W. Hawkins
Scaling API-first – The story of a global engineering organization
Scaling API-first – The story of a global engineering organization
Radu Cotescu
How to convert PDF to text with Nanonets
How to convert PDF to text with Nanonets
naman860154
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
Pooja Nehwal
Raspberry Pi 5: Challenges and Solutions in Bringing up an OpenGL/Vulkan Driv...
Raspberry Pi 5: Challenges and Solutions in Bringing up an OpenGL/Vulkan Driv...
Igalia
Handwritten Text Recognition for manuscripts and early printed texts
Handwritten Text Recognition for manuscripts and early printed texts
Maria Levchenko
Driving Behavioral Change for Information Management through Data-Driven Gree...
Driving Behavioral Change for Information Management through Data-Driven Gree...
Enterprise Knowledge
Recently uploaded
(20)
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
Unblocking The Main Thread Solving ANRs and Frozen Frames
Unblocking The Main Thread Solving ANRs and Frozen Frames
Histor y of HAM Radio presentation slide
Histor y of HAM Radio presentation slide
Partners Life - Insurer Innovation Award 2024
Partners Life - Insurer Innovation Award 2024
A Call to Action for Generative AI in 2024
A Call to Action for Generative AI in 2024
CNv6 Instructor Chapter 6 Quality of Service
CNv6 Instructor Chapter 6 Quality of Service
Tata AIG General Insurance Company - Insurer Innovation Award 2024
Tata AIG General Insurance Company - Insurer Innovation Award 2024
08448380779 Call Girls In Civil Lines Women Seeking Men
08448380779 Call Girls In Civil Lines Women Seeking Men
Top 5 Benefits OF Using Muvi Live Paywall For Live Streams
Top 5 Benefits OF Using Muvi Live Paywall For Live Streams
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
The Codex of Business Writing Software for Real-World Solutions 2.pptx
The Codex of Business Writing Software for Real-World Solutions 2.pptx
A Domino Admins Adventures (Engage 2024)
A Domino Admins Adventures (Engage 2024)
Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...
Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...
GenCyber Cyber Security Day Presentation
GenCyber Cyber Security Day Presentation
Scaling API-first – The story of a global engineering organization
Scaling API-first – The story of a global engineering organization
How to convert PDF to text with Nanonets
How to convert PDF to text with Nanonets
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
Raspberry Pi 5: Challenges and Solutions in Bringing up an OpenGL/Vulkan Driv...
Raspberry Pi 5: Challenges and Solutions in Bringing up an OpenGL/Vulkan Driv...
Handwritten Text Recognition for manuscripts and early printed texts
Handwritten Text Recognition for manuscripts and early printed texts
Driving Behavioral Change for Information Management through Data-Driven Gree...
Driving Behavioral Change for Information Management through Data-Driven Gree...
How chatbots will change the future of consumer engagement
1.
1 1 confidential © 2016 28/01/16 HOW
CHATBOTS WILL CHANGE THE FUTURE OF CUSTOMER ENGAGEMENT A POV on Chatbots–December 2016 confidential © 2016
2.
2 2 confidential © 2016 • What
Are Chatbots? • Why They Matter To Brands? • How Do People Actually Use Chatbots? • 6 Brands Using Chatbots • Dos and Don’ts • Next Steps For Your Brand CONTENTS
3.
3 3 confidential © 2016 “AT
KLM WE BELIEVE WE SHOULD BE WHERE OUR CUSTOMERS ARE.THIS MEANS WE WANT TO OFFER OUR CUSTOMERS MEANINGFUL INTERACTIONS ON THE PLATFORMS THEY ALREADY USE AND LOVE, SUCH AS WECHAT AND MESSENGER,” MARTINE VAN DER LEE MANAGER SOCIAL DEVELOPMENT &TECHNOLOGY AT KLM
4.
4 4 confidential © 2016 Another
touchpoint to engage people. A chatbot is a computer program designed to simulate human-like conversation through chat interfaces, to give users information or help them get things done. For utility and for entertainment. Chatbots offer the ability to automate certain tasks for your brand, including customer support, e-commerce guidance, content and interactive experiences. Commonly seen on Facebook. Facebook Messenger is currently the big winner, attracting companies with a platform that is easy to build on and reaches 900 million people. Twitter are now also offering brands customer service chatbots to use in their direct messages. Brands such as Pizza Hut and Airbnb are among the first on board. Google launched the chat app Allo in September, which uses artificial intelligence to assist user conversations. WHAT ARE CHATBOTS? US consumers are able to ask the Mastercard KAI bot questions about their accounts, review purchase history, monitor spending levels and learn more about Mastercard.
5.
5 5 confidential © 2016 Chatbots
will become the new websites Messaging apps have already surpassed social networks in terms of active users. Scalable engagement A chatbot minimizes human interaction in customer support and e-commerce guidance, saving many man hours . Cost efficient solutions Developing and maintaining a chatbot costs less than creating a mobile app, and avoids the barrier of requiring people to download yet another app. WHY THEY MATTER TO BRANDS? Shop Spring‘s chatbot is a personal shopping assistant that provides e-commerce guidance.
6.
6 6 confidential © 2016 People
can discover your chatbot in multiple ways You can use plugins, codes and links, to guide people towards your chatbot. When users click the "Send to Messenger" plugin on your contact page, they can immediately start a conversation with your brand. You can approach people through smart use of data Messenger allows you to reach people if you have their contact details and permission. This offers a great opportunity for after-sales service. HOW DO PEOPLE ACTUALLY USE CHATBOTS? 1 2 3 4 5 6
7.
7 7 confidential © 2016 6
BRANDS USING CHATBOTS
8.
8 8 confidential © 2016 After
booking a flight, people can choose to receive their booking information, boarding pass and flight status updates via Messenger from Dutch airline KLM. The service makes travel information easy to find and means customers don’t have to leave the place they’re already active. If people have questions, they can ask them directly through Messenger to a member of customer services. KLM GET ON BOARD (UTILITY)
9.
9 9 confidential © 2016 HealthTap
is the world’s first global health practice and provides access to doctors and a network of experts via Messenger. HealthTap lets anyone type a question into Messenger and receive free and trusted answers from health professionals. People can immediately see answers to frequently asked questions and submit their own queries to receive a new answer from one of the doctors. HEALTHTAP DOCTORS ADVICE (UTILITY)
10.
10 10 confidential © 2016 People
can chat directly with CNN to receive breaking news and personalised content by messaging CNN with a keyword. For example, if someone is interested in learning more about Donald Trump, they can just message CNN “Trump,” and the CNN bot will respond with the latest news or most relevant stories. CNN SHARE THE NEWS (UTILITY AND ENTERTAINMENT)
11.
11 11 confidential © 2016 Trolli,
a candy brand, has tweaked its marketing towards millennials by using memes and GIFs, the type of content teens/millennials already regularly share. Users can take a quiz, and the bot will match them with one of three personality types inspired by different flavours of candy. The first gives users a virtual pet, the second provides daily GIFs, and the third offers unexpected advice. TROLLI PERSONALITY TYPES (ENTERTAINMENT)
12.
12 12 confidential © 2016 The
gourmet supermarket’s bot acts as a virtual chef, providing recipe suggestions according to the ingredients you have. Users may also search a database of recipes using food emojis or keywords. If you send an emoji of a chicken, it will recommend Prosciutto and Fontina stuffed Chicken Breasts. Send a watermelon emoji, and it will suggest a baked watermelon jerky dish. WHOLEFOODS A VIRTUAL CHEF (UTILITY AND ENTERTAINMENT)
13.
13 13 confidential © 2016 Starbucks
have launched a chatbot on Messenger, as a campaign extension, called “The Real PSL” to get people excited for the return of the Starbucks pumpkin spice latte. This bot is designed purely for entertainment, allowing fans to have a fun conversation with the product. STARBUCKS THE REAL PSL (ENTERTAINMENT)
14.
14 14 confidential © 2016 Make
sure your bot has a clear purpose. Use a bot as an extension of a campaign. Focus on a specific audience. Create a landing page that explains your bot. Create instructions how people can use your bot. Make it consistent with your brand’s personality. Make optimization part of your plan. Skip defining your strategy. Try to please too broad a group. Provide vague or uninformative descriptions. Claim your bot is a human being. Skip testing with different audiences. Spam your users. Forget about leveraging existing users. DOs DON’Ts
15.
15 15 confidential © 2016 Find
out your purpose. Figure out what problem your chatbot will be solving for your brand. Will it reply to frequently asked questions, inform people about new products or guide them through the ordering process? If it’s not about utility, how can it be used for entertainment? Could it extend an upcoming campaign? Consider using a chatbot in a campaign for your brand to deliver personalized interactive experiences. NEXT STEPS FOR YOU Socks by Sarah allows people to receive their order updates in Messenger by using the customer matching feature.
16.
16 16 confidential © 2016 THINKING
ABOUT A CHATBOT? LET’S TALK! Ronald Kraan, Social Media Manager ronald.kraan@iris-worldwide.com Amy Brown, Head of Planning amy.brown@iris-worldwide.com
Download now