Ruuh is an entertainment chatbot that focuses on humor, Bollywood, music and other forms of entertainment. Below I’ve listed a few creative chatbots that are early stage, but can help you see the breadth of consumer value and interest. If legendary actress, chanteuse, comedienne and style icon Mae West was a user experience (UX) pro, she might now be famous for the chatbot design principle, " it’s not the bots in your life that matters, it’s the life in your bots."Īdvances in machine learning and artificial intelligence (AI) have spawned chatbots for virtually any type of scenario. “We're witnessing the death of the hostile concept of ‘the user’ and of ‘using’ a system, and instead see the emergence of a human design narrative of chatting or conversing with technology." Chatbots don’t have attitudes, emotions of biases, unless you want them to. Imagine a world where you designed your own brand personality in your chatbot? The technology learns your customers based on rich consumer data, rich behavioral data, and rich transactional data, then layers in a brand personality that doesn’t waver by what mood it's in that day.
Scaling a call center, staffing stores and customer service desks are inherently cost and scale risks for any business.
The inflection point is when use, value and personality meet at scale. In the age of convenience and access, having layers of support that can scale is one of the greatest challenges for a brand. However, only 36 percent of those respondents said they're already using chatbots, which is telling.Īs a retail marketer, you can’t help but think about the future implications of the consumer experience and finding that elusive balance of automation and human touch. In fact, 80 percent of the brands surveyed said they planned on using chatbots for customer service within the next four years. Oracle published a report in late 2017 entitled " Can Virtual Experiences Replace Reality?" More than 800 senior marketing and sales professionals across Europe, the Middle East and Africa were surveyed, and the results showed a strong interest in adopting chatbots. On one hand, these messaging bots can streamline the most common inquiries and route your customers’ requests quickly, any time of day, without human bias in the interactions.Īs the old saying goes, “there’s a app for that.” I think the same can be said for chatbots and how innovation, speed, convenience and low costs have spawned thousands of chatbots for virtually any type of information or interaction a consumer would want.
Like site search in the 2000s, many of these emerging customer touchpoints are being automated using a combination of simple keywords and rules-based logic. Fifty-two years later, chatbots are on the verge of completely changing the customer/retail shopping experience. That's the year the first “chatterbox” appeared.
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