opical topic, chatbots are seen as the tool that will simplify certain tasks and revolutionize our use of social networks. But what are these “conversational robots” capable of? Are there different types of chatbots? For what uses? Thomas Gouritin answered all these questions in “The Chatbots Tested, Do They (really) Have Conversation? “, A white paper that defines the concept of” bot “, the different existing types and their roles for companies (5 copies are to win, see the terms at the end of the article). What is a bot? Bots are Rajput Status vediostatus.com Hindi | Royal Rajput Status | Rajputana Status In English | Rajput Attitude Status | Rajput Love Status | Rajput Shayariautomatons that “act according to a preset scenario that allows (virtually) no exit on the user side. To put it simply, he can answer you B if he understands that you ask him a question A that his developers thought to code in his decision tree ” . 90% of chatbots available on the apps you use daily have this level of intelligence (Facebook Messenger, Twitter, Slack …). It’s basically “automating simple tasks by adding an interface that looks like conversation . ” However, we can divide them into 5 groups that all have a particular purpose: Traffic generation Lead Generation Customer service Personal and / or professional assistants Creative Chatbots Chatbots generating traffic: integration, proximity, personalization The catbots of the first group are articulated around 3 pillars: Integrate into the daily habits of mobile users, at the heart of their “social” messaging (eg Messenger). Reinforce the proximity with the reader by a simulacrum of conversation. Allow to personalize the experience to offer relevant content. The CNN Chatbot has been designed with this in mind. He does not converse but follows a very precise script. Arriving in the conversation several possibilities of subjects are offered to us. These possibilities can come from recurring issues / themes or trackers on the site, which analyze your browsing and offer you topics related to what you have looked before. However, the bot only includes keywords that it links to the database, before selecting the latest articles on the chosen topic. The most advanced chatbots like TechCrunch come out a bit of the traditional script. In this case, the bot allows access to a menu with several personalized contents, the scheduling of alerts if an article on a subject that interests us is published, and even to begin conversation starts by reacting to the thanks and other compliments . Lead generators: to “exploit big data and offer an ultra personalized offer” In this case, the bots are used to prepare the purchase of simple things like air tickets or train. However on some products and offers such as the subscription for example, it is more difficult to convert the buyer. The conversion is often done through the efficiency of the scenario, it must not be too limited while remaining focused on the end goal. Responses must be: either chosen from a defined list, or very simple and precise so that the bot understands. We enter what is called “conversational trade”. The good French students are Meetic and Voyages SNCF. The first collection of personal data about its users, recommends profiles to meet according to the information collected and even goes as far as proposing the creation of an account directly via Messenger, to access the recommendations and establish the first contacts. All with a coherent scenario, developed, which takes into account refusals and with the possibility to read the general conditions of use. The second has above-average comprehension abilities. He succeeds in reconstructing the desired path, without being given the date in the format DD / MM / YYYY and with the cities given in the disorder. The choice of schedules and booking are very simple. Regarding the conversation, the bot quickly shows its limits as soon as we move away from the expected scenario. Bots dedicated to customer service: savings and easier access to support services For many companies, customer service is crucial, complicated, and expensive. The multiplicity of points of contact between the physical (point of sale), the digital (website, social networks) through the email and telephone represents a large volume of cases to be treated by humans who are expensive. In the case of Direct Energy, a first bot can retrieve meter readings, provide audio or image assistance, connect the customer and a caller (on Messenger or phone), or allow the customer to start over again. find out if he was wrong. Master bots, which are responsible for redirecting customers to the right bot according to their needs, should see the light of day during the current year. A second chatbot is intended to propose a new contract subscription / activation tracking channel directly via Messenger and not by email. The challenge ? “Adapting to the new uses of the population, which increasingly favors instant messaging to email in their everyday lives. Exchange history in an endless thread Communication less formatted and more tailored to each client Exchanges possible 24/24 and 7/7, speed of response Presence of the brand in the customer’s digital ecosystem (its smartphone, at a time when fewer and fewer Internet users are inclined to install branded mobile applications) Allows remote callers to spend more time on higher value-added tasks for customers. Personal assistants: “to anticipate your needs, to take in hand things that they can understand and realize them in autonomy” Available every day and at any time, the assistants of tomorrow will “take care of things as varied as the organization of your professional appointments, the monitoring of your health, or your parking PV”. Julie takes care of all your appointments. Based on your calendar when it is requested, the bot offers slots to partners or customers to meet and exchange with them (and you) on the schedules, before confirming the appointment when everyone is there. agreement. Julie can also manage multiple contacts and respond effectively to unforeseen events or program changes. Creative chatbots: a less business-oriented approach, with image and notoriety like ROI For some actors, this is about creating a long-term relationship with their customers, especially in entertainment and sports. In the case of the French football team, for example, classic bots announce the scores of matches or events in real time via a direct message, while others can send messages of eRajput Status vediostatus.com Hindi | Royal Rajput Status | Rajputana Status In English | Rajput Attitude Status | Rajput Love Status | Rajput Shayarincouragement to players. By encouraging your favorite player, you can also win a gift. The message, then moderated, may be posted in Clairefontaine. A great way to engage fans in a simple and effective way. In the end, “we are still far from the artificial intelligence promised by some communicators. The 2016 and early 2017 chatbot is above all a new pseudo-conversational interface that vaguely replaces some features of a mobile application or form. In the best case the decision tree is embellished with some “easter eggs” if you try to get away from the proposed buttons. In most cases it is impossible to get out of the box or the bot will crash . Ideal solution for some companies wishing to save on expensive support posts, chatbots are”A crucial issue for many brands who want to exploit this new conversational interface as a real discussion. To make the exchanges more natural and streamline a little more the experience . The white paper (digital) is available here . 5 copies of the book (paper) are to win, if the subject interests you do not hesitate to participate in our competition via the form below! You have until 27/06 included to participate:
- viralnoax