PowerPoint Presentation

The future of social customer service with and without bots

2016 is the year of conversational commerce - Chris Messina

What is a chatbot?1Conversational agents2Automated programs3Powered by rules and/or AI

Messaging is eating every apps lunch

Sources: InVision, Buffer, Business Insider

App usage trends toward less > more

Sources: InVision, Statista

Humans?

Live chat The new voicemail?

Bots

Hype vs Reality

Does it work?

Bots

The customer journey

Dreaming

Planning

Booking

Travelling & arriving

Bots

The customer journey

Dreaming

Planning

Booking

Travelling & arriving

Bots

Dreaming: Qantas

Bots

Planning / Booking: Icelandair

Bots

Planning / Booking: Expedia

Bots

Travelling: KLM

Stepping to the futurePossibilities and challenges

Bots

Are we still going to be mobile?

Bots

Unify backend systems, open APIs

Bots

Connect with fragmented services

OTA bots

Home

Virtualassistants

CRM Systems

Bots

Choose a platform

Where are your target customers?

Bots

Reactive engagement

???

Bots

Bot not sometimes

Im sorry, I do not understand the question.

Bots

Proactive engagement

:D!

Back to the future nowExperiments in stages

Bots

Proactive Engagement: Dreaming

Its not easy perhaps stories and characters?

Bots

Proactive Engagement: Dreaming

With rich content, stories and inspirations

Bots

Proactive Engagement: Planning

AssistRecommendEnable sharing

Bots

Proactive Engagement: Booking

Hassle free booking in 1 click

Bots

Proactive Engagement: Travelling & arriving

WIFITransportLayover tipsFlight delay alerts

Bots

3 month sprints, not 5 year plans

Internal hackathons

Bots

3 month sprints, not 5 year plans

Internal hackathonsPOC in one market

Bots

3 month sprints, not 5 year plans

Internal hackathonsPOC in one marketPost-launch segmentation & testing

Bots

Work with vendors or in-house

Assessing your business needsScope botImplementationConversation analysisMissing & new data additionsOngoing optimization

Bots

Its all about delighting customers

Spencer Yang, CEOspencer@keyreply.com+65 9060 0551 / +1 415 996 6171AI chatbot for enterprises and governments