A must read about the move toward graphical interfaces vs. text based in chatbots, and as a result, the end of the NLP romance. We’re firm believers that the future of chatbots is getting users what they want faster and more efficiently--and generally visual UI elements are the fastest vs. purely text-based. Don’t believe us? Ask WeChat.
One of two reports we’re highlighting this week. This one examines the industries best suited to benefit from Chatbots--the question of course is how quickly. Best part for us was feeling that many of their conclusions are very much in line with what we’ve experienced directly in-market. In particular when it comes to Financial institutions, which they expertly explain that “in a highly competitive financial services industry, good customer engagement is a priority to reduce operating costs.” Perhaps we’ll see an interesting, competitive angle emerge from bot creators targeting this sector.
So this got us really excited but then immediately asking ourselves…why Slack? Feels like a vitamin, not a painkiller, on this platform. So many more, immediately useful use cases via the other channels. Even the examples they give in the article are lukewarm at best (e.g. “Whether your colleague picked up the tab at lunch or you are chipping in for a group gift for a teammate’s birthday,” are these really happening that frequently?) Pumped for any advancements in payments via bot, but this left us scratching our heads a bit. 😕
An awesome article by the CEO of TroopsHQ, a slackbot for salespeople to more easily update their CRM. Don’t be fooled by the specific use case, it’s a great article about their learnings--most seem to be focused on the human element, very rarely the tech--and more importantly, it shows you the importance of thinking big but starting small and testing all along the way (our mantra here at Reply). Messaging is such a new medium, building is really just the beginning--all the learning and optimization is where the real fun begins.
We consistently tout that we think e-commerce is “7th date” material for Chatbots. Meaning, chatbots at this stage will be hard pressed to immediately dive into commerce, but rather need to build trust with users by providing real value in other ways first. This article proves that, looking into user behaviors in China is like looking into the future. It’s coming! We, in other markets, just have to be disciplined and thoughtful about to get to that point.
Second report this issue--this time examining the humongous, sleeping giant opportunity which Social Customer Service. And an indicator of the continuing transformation of Marketing to Customer Experience. Feels like after years of brands collecting fans/followers/friends, they finally have something to do with them--service them! Yaaayyy.