Tag Archives: chatbots

Real Time Chatbot Use Case Studies

In the previous article here, we have highlighted the reasons why people implemented chat bots on their websites and how businesses have benefited from using them.  In this article, we shall place the spotlight on 3 real-world chatbots use across various industries and how they help to reaping value for their parent companies. From streamlined operations to improved customer engagement, the following case study examples are worth your time to read if you’ve ever considered leveraging chatbot technology for your business.

For each example below, we shall break it down to company description, chatbot design & purpose, value proposition (tangible business results) and key takeaways to consider when thinking how to apply the technology to your own company or business.

 

1) ServerFreak Technologies

Company description: A leading Malaysian web hosting company which has been established since year 2003. Affordable hosting plans coupled with superb after-sales support have seen the company constantly ranked among the top 3 web hosting companies in Malaysia.

 

How Chatbots Being Used?

The newly updated ServerFreak website have incorporated live chatbot on their main website at www.serverfreak.com  . Visitors or clients can post their sales/technical questions live and the chatbot will provide immediate and relevant answer.

The chatbots can also navigate potential clients or visitors to different hosting plans based on their hosting requirement.

The chatbot can handle multiple requests at one time and their backend staff can also take over the chat session depending on the type of question being asked as seen from the screenshot below. The chatbot is also linked to their Facebook fan page so anyone who is online in Facebook can drop their messages through Facebook messenger.

 

Value Proposition:

Time saving.  Chatbots offer direct response to the visitors while saving the time for their staff to handle more important request.  Once a question is posted, the bots can give generic response and at the same time the staff has the option to answer or pass it to other relevant department to answer the visitor’s request. Instead of opening support ticket and expecting a delayed response for the ticket reply, the visitors can now enjoy immediate response either through the bot or real-time human response.

Boost sales revenue.  Not many competitors offer chat bot live support on their main website. The use of chat bots have boosted ServerFreak’s annual sales revenue by up to 25%, with majority of the new clients migrating from their competitor over to ServerFreak. Speedy response coupled with excellent technical support is what attracts them to move over to ServerFreak.

 

Key takeaways:

We’re expecting most, if not all hosting companies in Malaysia to leverage the use of chatbots on their websites. Hosting companies may consider using chatbots to perform the following tasks:

  1. Train chatbots to give answer to Frequently Asked Questions (F.A.Q) and reserve human capital for more complicated demands such as troubleshooting technical matters.
  2. Is there a way to train the chatbots to replace sales staff from answering sales related questions? This helps to save the cost of hiring new sales employee and providing training for them.

 

2) H & M Chatbot

Company Description:  H&M is a well-known fashion company in the world and have a massive appeal especially among the youths who wish to update their own wardrobe and stay tuned to new trends.

 

How chatbots being used?

The chatbots implemented by H&M is designed to guide their mobile visitors to navigate their search through outfit possibilities and guide you to the online store areas that align with your purchase desires.

The H&M chatbots rely on the following information and act accordingly based on the visitor’s input.

  • Gender and favourite style
  • Suggest outfits and calculate the total price for all items
  • Like or dislike the suggested outfit. The chatbot will suggest different outfit if you dislike the previously suggested outfit.
  • If you like the suggested outfit, the chatbot will evoke 4 options below:
  1. Shop : Brings you directly to their H&M Internet Shop.
  2. Save : Archive your outfit
  3. Share : via social networks or by other means e.g. email
  4. Next outfit : offers new outfit/style suggestion

 

 

Value Proposition:

H&M’s outstanding sales performance in the past 12 months together with its recent announcement to launch an eCommerce presence in India, Saudi Arabia, United Arab Emirates and Kuwait, along with the launch of Afound Digital Marketplace in Stockholm Sweden, appear to signify positive results for its chatbot implementation (though direct correlations are unavailable on its website).
Source: H&M Full Year Report

 

Key takeaways:

Times are changing. Businesses are taking advantage of new technology to engage younger audiences with their products and services.

H&M are adopting chatbot technology as part of their “mobile-centric” approach to reaching consumers, particularly youths who uses social media daily and 80% of that time spent is via mobile phone. We can see more and more retailers will be experimenting with chatbots on their online store in the near future.

 

3) Domino’s Pizza

Company Description:  Domino’s Pizza is a popular worldwide brand for pizza delivery service. This American restaurant chain is also famous in Malaysia and other international markets.  This company aims to become the best pizza delivery company in the world.

 

How chatbots being used?

“DOM the pizzabot” is designed by the company to serve their customers. DOM the pizzabot is a Facebook Messenger bot and all the users need to do is to type “PIZZA” and send it to DOM via Messenger. DOM will then list orders within seconds from the full menu available. The customer proceeds to choose from the menu or make a custom pizza. DOM the pizzabot will guide them through the list of possible options and offer suggestions.

Apart from placing orders based on DOM’s suggestions, users can also place their orders through Easy Order for faster order processing the next time they use the chatbot, and they can click on a link sent by Dom to track their orders.

 

Value Proposition:

In order to capitalize on Facebook Messenger’s massive 1 billion active users, Domino’s Pizza introduced this chatbot ahead of the Super Bowl event back in 2017.  The marketing lead of the company, Nick Dutch admitted the use of chatbots as their company’s PR tool during a Marketing Week interview:

A successful goal of this kind of platform will be to make our current customers’ lives easier, which doesn’t necessarily translate to a huge surge in sales but an improvement in experience and as a result sentiment towards the brand, which is a longer-term benefit.

 

Key takeaways:

Big companies constantly keep themselves updated of the latest technology in order to improve their marketing and sales campaigns. Domino’s Pizza is taking advantage of all channels, including smart devices. In this way, whether consumers are using Messenger or watching their smart TVs, this company’s products will remain accessible to their consumers. Smart move by Domino’s Pizza!

 

Conclusion

Based on the 3 case studies above, there is no doubt that the use of chatbots is getting more popular nowadays as the technology develops.  The bots or AI can be trained to offer customers with an intelligent and responsive conversation. Another added advantage of using chatbots is the reduced risk of imperfect service caused by moody employee as such employees will be replaced by the stable and high quality customer care provided by chatbots.  However, such substitution is not yet feasible today due to the fact that Bot AI is not 100% developed perfectly enough to replace human interaction. This means if your customers’ questions fall outside of the bot’s parameters, the chatbots won’t be able to help. So, more test and trials are required to fix this issue before we can have a top quality chatbot with the highest degree of automation that delivers inch perfect human-like response.

Hopefully once that issue is resolved in the future, we shall see the actual realization of “Skynet” as often seen in the blockbuster Terminator films.

Top 5 Chatbot Platforms

In the previous article, we have discussed about how chat bots will benefit you as a business or website owner. After reading that article, some have personally come back to ask us where can they find or start building their own personalised chat bots. To be honest, we are very happy to receive such feedback because it shows that you (the reader) is ready to take advantage on the power of virtual assistants to grow your business. So the question now is:

What chat bot should you use?

To answer the above question, we have compiled a collection of top 5 chat bot platforms. Each has its own unique feature set. By the end of this article, you will know which one suits your business best.

 

  1. BotEngine

With BotEngine you can design any chatbot you like and integrate it with any apps or services that you want. You will find that bot creation is quite easy using BotEngine because you can make use of existing template and customize it by dragging and dropping responses and actions to compose various bot’s answers. You can also decide it’s behaviour as well.

 

Once you are done with initial bot creation or “scenario”, you may use the customizable chat widget to add the bot to your website or you may choose from many available platforms such as Facebook Messenger, Slack, LiveChat and Chat.io to integrate with it.

You can also automate reputable parts of your customer help by adding BotEngine to the third-party live chat services.

Another good thing with BotEngine is that you can train your bot on daily basis by utilizing the training tool powered by the machine learning to include unrecognized queries in your “scenario”. The bots that you have designed can also communicate with external services so you can now send the collected data directly to your CRM and database.

Here is the“Menu” bot training sample scenario:

Here is how the final chat bots perform in real time :

 

  1. Clare.AI

If you are running a human resource or online banking website, then you are in luck! That’s because Clare.AI algorithm is trained to respond to FAQs, arranging appointments, conduct internal inquiries for IT and HR, and assist clients to control their finances via their favourite messaging apps such as WhatsApp, WeChat, FB Messenger etc. The best thing with this bot is that it is capable of illustrating the clients how they’ve spent their money through a chart.

 

How awesome is that?

Click here if you want to see Clare.AI in action!

Clare ai - Your Personal Financial Assistant

 

 

  1. NanoRep

Similar to the previous chat bot which we have discussed previously, NanoRep also function as an excellent customer service bot which is capable of handling any issues that may arise no matter if a client wants to track an order or book a flight. Unlike many other customer service chat bots, NanoRep is not limited to predefined scripts and it delivers context-based answers. This allows the chatbot to give real-time responses based on the following:

  • The client’s status (free, bronze, gold)
  • The client’s current location
  • The type of device the target client is using
  • The kind of product the client wants to obtain information about

Through its smart-channeling capabilities, it can direct clients to relevant third-party channels for assistance with ease. At the same time, it can also deploy intent classification that only requires small training sets.  NanoRep is a great platform to consider especially for business owners. In the USA, Forrester included NanoRep among its top ten chatbots for enterprise customer service.

 

  1. Botsify

If you are somebody who have zero knowledge about programming, then Botsify is an excellent choice for you! It is a “simple-to-integrate” AI chatbot that lets you forget about programming. You can design customized templates in just a few clicks by using a drag-and-drop interface.

Before responding to any enquiries, the chatbot compares user queries such as names or website address against its knowledge base. Most of the time the bots can provide satisfactory answer.  But what if it fails to meet expectations? In this case, you can solve this issue by identifying questions the chatbot has failed to handle and teach it new things over time. Botsify also understands that chatbots can’t be 100 percent accurate all the time so the company allows a human agent take over chats anytime. Isn’t this sound cool to you?

 

  1. Morph.AI

This is the final chat bot platform that we highly recommend.  Morph.AI is an AI-powered chatbot and it works across multiple messengers, websites, Android and iOS apps. Similar to other chatbot platforms, Morph.ai allows you to automate up to 70% of your customer support. Most importantly, it is able to integrate with your existing CRM and support tools while learning new queries and responses over time.  To enrich your conversation experience, you can also add cards, carousels and quick replies. Basically Morph.AI looks like this:

For your information, Morph.AI is still a work in progress and the company promises integration with Salesforce, Smooch, Zendesk, and Hubspot in the near future.

 

What can I expect from an AI chatbot?

In this modern era, people want quick answers and information from customer service agents without going through unnecessary hassle. In this regard, AI chatbots can meet client’s expectations of how customer service should operate – providing fast and immediate response.

These chat bots serve as your virtual assistants and can make the customer service experience efficient when implemented well.  Based on experience, these virtual assistants can resolve up to 80% of chat sessions, which is considered very good by today’s standards. You see, once people are getting comfortable to dealing with chat bots, there will be a huge demand for them and soon widespread adoption will start to happen in every parts of the world.

 

So, what are you waiting for? Make a good decision right now for the growth of your business today!

 

*Latest 2019 updates:

Based on our latest research and observation, Collect Chat and Tars Chatbot do the same work equally as good as Botsify and the rest of the gang.

Most importantly, both choices above are user-friendly and lightweight on your wallet 🙂

Benefits of Using Chat Bots for Your Website

Have you ever stumbled upon a website that has a personal assistant greeting you automatically? I bet you have encountered a few ‘robotic’ chat response like the following before:

Hello, how are you? How can I assist you today?

Did we answer your question?

Thank you and hope to seeing you again soon!

Well, these so called “chat bots” are actually known as Automatic Intelligence bot or AI bot.  The use of Chat bots are getting common and popular nowadays especially among corporate websites and webmasters because it helps to save a lot of hassle when it comes to managing their websites and fan pages. For businesses, the real purpose of chat bots is to support and scale business teams in their relations with their clients. By doing this, it helps to save a lot of money which is why business owners are adopting this technology. Besides chat bots are flexible in the sense that you can place them in places like Facebook Messenger, Slack, Telegram and among others thus allowing you to reach bigger audience.  Besides reducing the workload and saving up money, let’s check out other reasons why Chat Bots are getting popular nowadays.

 

  • Chat Bots are Available 24 x 7

Not too long ago, most of us are used to listening to the boring music playing while you’re kept on hold by a customer care agent. During the waiting period, most of us spent an average 7 to 8 minutes of waiting time until our call is assigned to an agent. With the existence of chat bot, gone are the days of waiting for the next available operator. Bots are replacing live chat and other forms of contact such as emails and phone calls.

Unlike humans, chat bots will never suffer from fatigue and can perform any tasks you want for 24 hours without requiring a break. This will boost your customer satisfaction considerably and help you rank highly in your industry. In addition, businesses can avoid the need to hire more employees or outsourcing round-the-clock customer service just to reply incoming messages 24 x 7.

 

 

  • Flexible and handle multiple requests at one time

We as human beings are restricted by the number of things we can do at one time. In fact, a recent study suggests that human beings can only concentrate on a maximum of 3 to 4 tasks at one time. If exceeds this limit, we are bound to make unnecessary mistakes. On the other hand, chat bots can have multiple conversations with thousands of people simultaneously.  This is a highly efficient tool and can be used to replace human beings when replying repeated and common questions. By doing so, your customer service staff can free up some valuable time to solve new and more urgent issues.  In addition, no matter what time of the day it is or how many people are contacting you, every single of them will be answered by Chat Bots instantly.  That’s why company such as Domino Pizza is already using chat bots to arrange delivery of parcels.

 

In fact, we at ServerFreak are already using chat bots to greet and serve our visitors at our main website at www.serverfreak.com

 

  • Reduce Cost i.e. Saving Money

If you’re running a brick and mortar business, you know that you need to pay your workers’ salary for the work they’ve done. These expenses just keep adding up as your business continues to grow. In this regard, chat bots will reduce your cost since it requires only a one time investment which helps businesses to reduce down on the staff required.

Also, you can force your chat bots to handle only simple queries of your customers and pass on only complex queries to your customer support agents if the need arise.

 

  • Create More Targeted Messages

Using chat bots, you can set the correct reply to your target audience e.g. targeting your clients according to their gender, language segmentation, etc.  Using this approach will help to increase efficiency since these messages are considered tightly focused only to a specific group of people.

For instance, you may set the bots as a fashion advisor for clothing recommendations, or giving away trading tips if you’re running a finance bot. If you’re running a traveling website, you may set the travel bots to suggest interesting places for the visitors to visit and so forth.

 

Conclusion

In conclusion, there are plenty of benefits and advantages of having a chat bot on your website or fan pages. For business owners, the bots will work 24 x 7 for its owner without taking a break, therefore it helps the boss to save a lot of money while earning more revenue at the same time. In addition, with new breakthrough in the files of AI, NLP and Machine Learning, this will upgrade the existing bots to becoming more intelligent to a point where it does not need to be told by an employee on “what to do” or “what not to do”. Sounds great right? Well, one thing for sure is that the future of chat bots is going to be bright and shining!