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

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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