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RPA DEVELOPMENT FOR DIGITAL CUSTOMER RELATIONS
PERCEIVED ADVANTAGES
Chatbots provide
Chatbots’ NLP (Natural Language Processing) components enable the analysis of customer conversations in order to automate low value-added, repetitive tasks (RPA – Robotic Process Automation) : tagging a query, referring it to the correct customer channel (chat, web, phone, etc.) depending on the type of query, etc.
Need analysis
Query qualification
Automated routing
24H/7 SERVICE
ACCORDING TO
OF USERS
64%
ACCORDING TO
OF USERS
69%
CHATBOTS VS APPS : RESPONSE TIME
Offer clients instant, highly personalised support with a “bot to human” approach
CUSTOMER RELATIONS
Gartner predicts that over 50% of companies will invest in chatbots rather than developing mobile apps by 2025
THE CHATBOT MARKET
$1,25 Billion
ESTIMATED AT
BY 2025
N°1
ANNUAL GROWTH OF 24%
?
A conversational experience with data becomes a key factor in acceleration for Big Data approaches.
Chatbots reinvent access, simplifying usage & interactions with company data.
DATA USAGE#DATABOTN°2
of those asked admit that an interaction with a bot influenced their decision to buy.39%
BOTS
ENGAGE IN CONVERSATION
FACILITATE EXCHANGES
CARRY OUT TRANSACTIONS
CONVERSATIONAL COMMERCEN°3
Complete office tasks
Offer aid or support
Become an internal
information hub
“DIGITAL CONCIERGES” ARE DEVELOPING!
A SERVICE PLATFORM STYLE APPROACH
PersonalisationSimplicity Services
N°4 COLLABORATIVE ASSISTANTS
are willing to reserve a restaurant using a vocal assistant
MORE AND MORE SERVICES ARE BEING THOUGHT UP
VOCAL BOTS ARE ABLE TO MAKE RESERVATIONS BY MEANS OF NATURAL LANGUAGE
56%
are willing to use a vocal assistant to make bank transfers
44%
VOCAL CONVERSATIONAL SERVICESN°5
BOTS BETTER UNDERSTAND NATURAL LANGUAGE
They are evolving from simple “click bot” decision trees, to first-tier AI “smart bots”
DIGRESSION
They understand sudden changes in
conversation.
They understand a misspelled
sentence.
They interact with different SI sources
to develop their responses.
They save conversations with users to personalise
conversations.
SPELL CHECKING API CONNECTIVITY
MEMORY
ABCDABJD
N°6 2ND GENERATION BOTS ARE COMING
MULTIPLYING CONTACT POINTS
OMNICHANNEL CONVERSATION
Webchat, instant messaging, mobile apps, etc.
Voice, text, hybrid approach (screen & voice) with Facebook Portal,
Amazon Echo Show, etc.
N°7 CHATBOTS ARE BECOMING OMNICHANNEL
SOURCES : https://www.drift.com/wp-content/uploads/2018/01/2018-state-of-chatbots-report.pdfhttps://markets.businessinsider.com/news/stocks/chatbot-market-size-to-reach-1-25-billion-by-2025-cagr-24-3-grand-view-research-inc-1002381903https://www.gartner.com/technology/research/predicts https://www.invoca.com/resources/the-rise-of-voice-infographic/https://www.capgemini.com/wp-content/uploads/2018/01/dti-conversational-commerce.pdf
7 CHATBOTS TRENDS FOR 2019
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