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1Oxford Professional Education Group Ltd
Are Chatbots the Future of Customer Service?
Red Barrington
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2Oxford Professional Education Group Ltd
About Me
• Digital Marketer with over 15 years’ experience.
• Worked with brands such as Vodafone, Sainsbury’s and Dell.
• Course level manager at the Oxford College of Marketing.
• Based in Oxfordshire, UK
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3Oxford Professional Education Group Ltd
What is a Chatbot?
A computer program that simulates human conversation, or chat, through artificial intelligence.
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4Oxford Professional Education Group Ltd
Current Customer Service Interactions
1. Find contact info of company through the Internet
2. Call contact number
3. Navigate through a sequence of touchtones or semi-functional speech recognition steps
4. Wait on hold until a specialist is available
5. Step through a sequence of verificationsto make sure it is truly you who is calling
6. Get told you need to talk with a different representative and get put on hold while you are transferred
7. Finally, get an answer to your question
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5Oxford Professional Education Group Ltd
The Chatbot Experience
• Open a Messenger platform and search for the business name using its “handle”
• Start the conversation by making a request
• Receive rich media feedback (text + images + hyperlinks + voice) that answer your question
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7Oxford Professional Education Group Ltd
Chatbots Have Been Around For a While…
• In 1966 computer scientist named Joseph Weizenbaum published ELIZA
• In 2000, SmarterChild was created – an instant messaging personal agent
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8Oxford Professional Education Group Ltd
Why Are Chatbots Suddenly a Hot Topic?
Convergence of three things:
1. High mobile penetration
2. Rise of messenger apps
3. Rapid advances in AI
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9Oxford Professional Education Group Ltd
Why Are Chatbots Suddenly a Hot Topic?
• Facebook launched Bots for Messenger at their recent F8 conference
• Businesses can now access to its API in order to develop chatbots for the Facebook Messenger app
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12Oxford Professional Education Group Ltd
How Can Chatbots be Used for Customer Service?
• Can be used as an additional customer service channel.
• Can automate low value tasks – focusing on those that really add value.
• Can gather information for eventual interaction with a human rep.
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14Oxford Professional Education Group Ltd
Key Benefits
• Enables rapid customer service – 24/7.
• Organisations can engage with customers in a place they spent the most time.
• Reduced need to validate person or data.
• Enables a consistent experience and can reduce chance of human error.
• Extremely cost effective
• They can incorporate media, provide detailed descriptions of items, services or features.
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15Oxford Professional Education Group Ltd
Will Chatbots Mean the End of Customer Service Reps?
In one word, no.
• Bots and human agents are complementary when it comes to offering the best customer experience possible
• It will allow customer service representatives to focus on building relationships and undertake a more fulfilling role.
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16Oxford Professional Education Group Ltd
What Could Possibly Go Wrong?
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17Oxford Professional Education Group Ltd
Questions?