chatbots: connecting artificial intelligence and customer service
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CHATBOTConnecting Artificial Intelligence and Customer Service
Who We Are?
Warning!51,670 messages processed in the first 30 days • 70% for Quotes
• 20% FAQ• 10% Policy Changes
What is a Chatbot?Why do we care?A Smart Guy, A Dumb Guy & Some Other Guys OpinionThe OpportunityOur Chatbot Experience
What is a Chatbot?
chat·botˈCHatbät/noun1.a computer program designed to simulate conversation with human users, especially over the Internet.
Messaging: It’s The Reality Of Today!
People Love Chatting
18.7 BILLIONtext are sent worldwide every day (not
including app to app)
60 BILLIONmessages sent every day through Whats App
and Facebook Messenger
https://www.textrequest.com/blog/texting-statistics-answer-questions/
More People on Messenger Apps!
Messaging Stats60%
hate waiting for more than a minute for support when online
54%prefer interacting with providers through
messaging apps over email
http://visual.ly/how-long-are-you-willing-wait-customer-service
34%make or confirm orders, purchases and
appointments via messaging apps
But We Already Have A Chat Feature
Help Me!
Help Me!
Help Me!Help Me!
Help Me! Help Me!
Help Me!
Help Me!
Most Hated Thing Online!
The Most Hated Thing In Messaging!
A Smart Guy’s OpinionAI will have a bigger impact than any technology in the last 30 years – Mark Cuban
Why the Chatbot?
A Dumb Guy Talking About The Future
This Guy’s ThoughtsWe will likely cross a point in the near future where computing power, performance and availability are greater than your ability to hire and train
Our Chatbot Experience
51,670 messages processed in the first 30 days • 70% For Quotes
• 20% FAQ• 10% Policy Changes
• 65% During Business Hours
• 35% After Hours & Weekends
How It Works51,670 messages processed in the first 30 days • 70% for Quotes
• 20% FAQ• 10% Policy Changes
Our Journey So Far!
This Chatbot Really Works!
This Is Fun?
OH NO!
They Can’t Find The Chatbot!
Where Is It?
They Found It Again!
The Bots Has A Lot Of Learning To Do!
They Don’t Know It’s A Robot!
Still More To Learn!
It’s About Being In The Game!