How to leverage Messaging Bots for Self Service? - The Why, What and When to use Bots This presentation will give insights to the behavior change that is currently driving the use of Messaging Bots for Self Service across many different industries and markets. This presentation gives an introduction to what types of bots are suitable for different tasks and how to best design the customer experience for successful outcomes.

1. Messaging Bot
For Self Service
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Strategy Director at House of Friends AB
daniel.chow@truefriends.se
@danielchownet
Daniel Chow

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Messaging Bots?
Why

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Internet /
Web Chat
Social Media
Electronic
Messaging
(e.g. email, SMS)
Smartphone
Application
Telephone
Generation Y
(born 1981-1999)
24%
(1st choice)
24%
(1st choice)
21%
(3rd choice)
19%
(4th choice)
12%
(5th choice)
Generation X
(born 1961-1980)
21%
(3rd choice)
12%
(4th choice)
28%
(2nd choice)
11%
(5th choice)
29%
(1st choice)
Baby Boomers
(born 1945-1960)
7%
(3rd choice)
2%
(5th choice)
24%
(2nd choice)
3%
(4th choice)
64%
(1st choice)
Silent
Generation
(born before 1944)
2%
(3rd choice)
1%
(4th choice)
6%
(2nd choice)
1%
(5th choice)
90%
(1st choice)
% of Centers Reporting Most Popular Contact Channels by Generation
Popularity of Business Contact Channels, by Age
Which channels are most popular with your age-profiled customers?
(% of contact centers)

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are Messaging Bot?
What

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to use Messaging Bot?
When

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High touch
Unstructured
Q&A
Conversation UIChat
Low touch
AI
Structured

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High touch
Unstructured
Q&A
Conversation UIChat
Low touch
AI
Structured

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+
-
Search
on
the web
Need
for
product
Try
calling
Help
Bot
🤖
Product
delivery
Follow
up Bot
🤖
Next
purchase
Customer Journey

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Three insights
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• Why – Messaging behaviour on
the rise across communications.
• What – Leverage messaging
behaviour for user experiences.
• When – Use bots to complement
human driven user experiences.

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Three insights
• Why – Messaging behaviour on
the rise across communications.
• What – Leverage messaging
behaviour for user experiences.
• When – Use bots to complement
human driven user experiences.

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