chatbots: the future of customer...
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Copyright © 2017 Grapefruit SRL. All Rights Reserved.
Chatbots: the future of customer engagement
Flavian Cristea
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What app has over1.2 billion active users
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Some of you are probably using it right now
Or in the next 5 minutes if this talk is boring
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9.6 million Facebook users in Romania
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GENERATION Z
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They spend 3+ hours per day on this activity
https://www.thinkwithgoogle.com/interactive-report/gen-z-a-look-inside-its-mobile-first-mindset/
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GENERATION Y(millenials)
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https://www.thinkwithgoogle.com/interactive-report/gen-z-a-look-inside-its-mobile-first-mindset/
They spend 3+ hours per day on this activity
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The people The channel Not a lot of companies
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CHATBOTS
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What is a chatbot?
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Why the chatbottrends?
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Benefits for brands and consumersGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY14
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What consumers say about chatbotsGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY15
63%Would use a
chatbot to get in contact with a
business
75%Would like to know if they are talking to a chatbot or to a real
person
79%Would prefer to
know that they have the option to talk
with a person if the chatbot fails
67%Consider that in the
next 5 years chatbotswill surpass mobile apps performances
52%Would offer
feedback after an experience with the
chatbot
80%Would use a
chatbot to get information faster
Surse: 2016, Aspect consumer experience index; Chatbots, a consumer research study, by Myclever agency
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Where can chatbots be used GRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY16
SALES ADVERTISING CUSTOMER SERVICE
CREATIVE MARKETING
üLead generations
üPrescoringü Initiate sales
discussionsüE-commerce
üPersonalized offers
üCommunicate new offers
üCommunicate launches and events
üCustomer service 24/7
üQuick responses to customer issues
ü Inspirational content
üTargeted messages
üContent based on preferences
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Pizza Hut | Order a pizza in messengerGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY17
ADVERTISING
SALES
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Bank of America – ERICA - intelligent digital assistantGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY19
CUSTOMER SERVICE
246 billions of payments Q3 2016
960 mil logins in mobile app
Logins average of 46 times / month
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Bank of America – ERICA - intelligent digital assistantGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY20
ü They can verify the balance
ü helps clients make payments
ü They can create smart savings plans
ü They can also pay the bills
ü Make recommendations to better manage money
CUSTOMER SERVICE
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Alcohol brands- Simi-Your Personal Bartender ChatbotGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY21
CREATIVE MARKETING
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Nestle - GUSTAV Facebook Messenger ChatbotGRAPEFRUIT | USER EXPERIENCE & DIGITAL CONSULTING AGENCY22
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Chatbots, a new strategy and tactic in your marketing arsenal
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Want to talk about chatbots and the future of your business?
Flavian Cristea
flavian.cristea@grapefruit.ro+40 756 36 36 34
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