Chatbot - Do your customers need it?

1. CHATBOT
Do your Customers need it?
Chatchawal Sangkeettrakarn

2. Human Computer Communication
Reserch Unit
National Electronics and Computer
Technolog Center

4. TRENDS

5. 1st Thai Chatbot MeetupC. Sangkeettrakarn
10% of your online "friends"
will be nonhuman.
-Gartner-
2015
5

6. 1st Thai Chatbot MeetupC. Sangkeettrakarn
AI will disrupt the jobs of 1 million phone-based
customer support agents, and that 10% of
B2C first-level engagement requests will be
taken by virtual customer assistants (VCAs), up
from less than 1% today.
-Gartner-
2020
6

7. 1st Thai Chatbot MeetupC. Sangkeettrakarn
Early adopter brands that redesign their
websites to support visual and voice
search will increase digital commerce
revenue by 30%.
-Gartner-
2021
7

8. Healthcare Bots Worth
$314.3 Million
src: http://www.businesscomputingworld.co.uk/
2023

9. Chatbot for Banking Market
is expected to reach
$2,154 million
src: https://www.progressivemarkets.com/
2024

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13. 1st Thai Chatbot MeetupC. Sangkeettrakarn 13

14. 1st Thai Chatbot MeetupC. Sangkeettrakarn 14

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17. EXPECTATIONS

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How can chatbots enhance your business?
Automation
Accuracy
Cost Effectiveness
Multi-tasking
Dynamics
Productivity
Collaboration

19. Customer Expectations
24x7 Customer Support
Quick Resp to Simple Que.
Instant Reply
Convenience
Ease of Communication
Easily Reg. a Complaint
Efficient Comp. Resolution
Good Customer Exp.
Quick Ans. to Complex Que.
Expert Answer
Friendly
0 17.5 35 52.5 70
9
14
18
18
18
28
37
50
51
64
68
src: Maruti Techlabs, MEDIUM

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Thai Customer Expectations
24x7 Customer Support
Quick Resp to Simple Que.
Instant Reply
Convenience
Ease of Communication
Easily Reg. a Complaint
Efficient Comp. Resolution
Good Customer Exp.
Quick Ans. to Complex Que.
Expert Answer
Friendly 77%
18%
33%
57%
19%
39%
53%
74%
63%
84%
73%

21. BENEFITS

24. SUCCESS
OR
FAIL

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Key to Success
Does your business need chatbot?
What are your customer need?
How can chatbots enhance your business?
What is your chatbot like?

27. Customers don’t care about
how smart your chatbot is,
but what benefits it make.
- C. Sangkeettrakarn -