chatbots: connecting artificial intelligence and customer service

CHATBOTConnecting Artificial Intelligence and Customer Service

Who We Are?

Warning!51,670 messages processed in the first 30 days • 70% for Quotes

• 20% FAQ• 10% Policy Changes

What is a Chatbot?Why do we care?A Smart Guy, A Dumb Guy & Some Other Guys OpinionThe OpportunityOur Chatbot Experience

What is a Chatbot?

chat·botˈCHatbät/noun1.a computer program designed to simulate conversation with human users, especially over the Internet.

Messaging: It’s The Reality Of Today!

People Love Chatting

18.7 BILLIONtext are sent worldwide every day (not

including app to app)

60 BILLIONmessages sent every day through Whats App

and Facebook Messenger

https://www.textrequest.com/blog/texting-statistics-answer-questions/

More People on Messenger Apps!

Messaging Stats60%

hate waiting for more than a minute for support when online

54%prefer interacting with providers through

messaging apps over email

http://visual.ly/how-long-are-you-willing-wait-customer-service

34%make or confirm orders, purchases and

appointments via messaging apps

But We Already Have A Chat Feature

Help Me!

Help Me!

Help Me!Help Me!

Help Me! Help Me!

Help Me!

Help Me!

Most Hated Thing Online!

The Most Hated Thing In Messaging!

A Smart Guy’s OpinionAI will have a bigger impact than any technology in the last 30 years – Mark Cuban

Why the Chatbot?

A Dumb Guy Talking About The Future

This Guy’s ThoughtsWe will likely cross a point in the near future where computing power, performance and availability are greater than your ability to hire and train

Our Chatbot Experience

51,670 messages processed in the first 30 days • 70% For Quotes

• 20% FAQ• 10% Policy Changes

• 65% During Business Hours

• 35% After Hours & Weekends

How It Works51,670 messages processed in the first 30 days • 70% for Quotes

• 20% FAQ• 10% Policy Changes

Our Journey So Far!

This Chatbot Really Works!

This Is Fun?

OH NO!

They Can’t Find The Chatbot!

Where Is It?

They Found It Again!

The Bots Has A Lot Of Learning To Do!

They Don’t Know It’s A Robot!

Still More To Learn!

It’s About Being In The Game!