By Barry Eitel
Between WeChat, WhatsApp, Line and Facebook Messenger, experts estimate that some 75 percent of people across the globe are using mobile messaging services.
Pair the global thirst for chatting online with the exponential improvements in artificial intelligence lately and we’re approaching the golden age of “chatbots” – i.e., customer service bots that provide customized service to consumers through a chat platform.
“In the next three to five years, messaging apps will rise in tandem with adjacent technologies,” noted a 2016 Forrester Research report titled “The Future of Messaging Apps.”
More and more, the supposed desire to always talk to a real person is becoming less important for consumers, especially millennials. The world is accustomed to chatting already. Whether customers are chatting with a bot or a real person does not seem to matter much, as long as they get the positive experience they were seeking.
“Technology innovation in natural language processing, semantic search, image and voice recognition, and especially A.I. will progressively blur the lines between messaging apps, bots and voice-based assistants,” Forrester’s experts added.
From the White House to The New York Times to Sephora, all sorts of organizations and companies are setting up intelligent chatbots to take on some of their customer service load. One globally beloved brand that has crafted a terrific chatbot experience is Disney. With almost 40 years of experience as an executive with Walt Disney World, Debbie Zmorenski helped build a chatbot that captured the magical customer service culture Disney is known for.
Zmorenski will be speaking at the LeadsCon Connect to Convert conference this October in Boston with Kevin Kelly, the chief growth officer at digital ad agency BigBuzz. The session on Wednesday, Oct. 3 entitled “Designing an Extraordinary Customer Service Culture Using Chatbots and Pixiedust” will delve into how Disney created such a fantastic chatbot experience.
The pair will explore the elements of consistently extraordinary customer service and how these elements can be distilled and programmed into a chatbot to deliver an awesome experience for consumers.
“Effective customer service is an essential part of retaining customers and ensuring satisfaction for any business or brand,” Kelly said in a statement. “In a digital age, many people prefer online or mobile communication over a phone call or in-person conversation because it’s more comfortable and convenient.”
In the end, a positive customer service interaction not only boosts sales, but can also result in intense customer loyalty and even brand evangelism. As Zmorenski will reveal, even chatbots can do this if they are created with increasing customer satisfaction in mind. Even better, chatbots never sleep and they can talk to your customers in whatever language they speak.
“Using artificial intelligence, chatbots and [neuro-linguistic programming] or natural language processing capabilities, we can deliver authentic customer service responsiveness to customers all over the globe, in their language, at any time of day,” Kelly continued. “Great customer service can mean the difference between failure and success for brands in 2018.”