Chatbot Builder Our newest scalable solution for more efficient, cost-effective digital customer service
Current State of Adoption Only 4% of companies have chatbots.
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Despite the hype, few in the fortune 500 make use of Facebook Messenger efficiently for customer service
However 31% are piloting or plan to do so – the target market is smaller than the hype.
9%
Adoption of human-fueled chat services is still higher, with 17% saying they’re using Messenger for customer service.
19%
have a chatbot
companies didn’t respond
42% don’t have a Messenger presence
30% of companies have a human responder
Chatbots in numbers
3
4 minutes +
$0.70
11 000 Chatbots
$174 Billion
Average time saving per chatbot enquiry when compared with traditional call centres.
Average cost saved per chatbot interaction in 2022, for messaging based banking bots.
FB messenger now has over 11 000 operating chatbots.
Chatbots could save $174 Billion across Insurance, Financial Services, Sales, and Customer Service (in 2016).
Source: juniperresearch.com venturebeat.com oracle.com
Learnings from current breed of Chatbots Simple chatbots work well: narrow set of potential responses and commands works best. DoNotPay, a chatbot that contests New York parking tickets, has provided guidance to users in 250,000 cases with a 64% success rate.
Source: venturebeat.com
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Learnings from current breed of Chatbots
MasterCard Chatbot Masterpass - enabled bots have a wide variety of applications – from restaurants to retail – making conversational commerce frictionless, while delivering a more personalised experience.
Source: mastercard.com
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Symbioses of Chatbots and human agents drives value
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Save Money
Deflect customers from expensive live agent support through successful self-service with the chatbot
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Save Time Reduce the average response time of agent support by managing some of the routine conversation in the chatbot.
Learn About Customers Use existing contact center agents and logs of historical customer service interactions to gather data by chatbots.
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Communicate Better Expand self-service to emerging channels to be available, contactable, and reachable 24 hours a day, 7 days a week.
Increase Revenue Drive new revenue through improved online conversion.
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Complex solution with easy integration
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Integrations Service Solution
Integrate easily with CRM and other contact-center systems, including:
Product Solution Technical Solution
Brand Embassy Dev Team The Brand Embassy Dev Team develops all products in-house, allowing for swifter integration and better customer service
Features and Benefits Core Features
Key Benefit
Build your own chatbot with easy to use CMS
Speed and flexibility – build and maintain your own Chatbot workflows
Automate FAQs (workflows / automated answers)
Solve simple cases entirely through Chatbots, allowing human agents to focus on high-value cases
Promote your special campaigns
Introduce service-to-sales into digital direct messaging channel and integrate with CRM
Handover efficiently the communication between agent and chatbot
Single platform allowing for seamless case management
Scheduling chatbot
People hate to wait. Chatbot can be available for help 24/7
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Chatbot Use Cases
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Different types of chatbots exist with varying goals. BE chatbot is a good potential ‘fit’ in a number of use cathegories Brand Embassy’s chatbot solution enables us to: 1.
Information Delivery
2.
Information Gathering
3.
Basic Commerce
4.
Agent escalation
5.
Customer Service
Use Case 1
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Information delivery & troubleshooting Automization of frequently asked questions based on keywords; for instance, “network outage”. The customer asks a question containing keyword ‘outage’. The system identifies the keyword and launches the pre-defined ‘outages’ chatbot workflow, providing basic information about the outage + expected resolution time.
Benefits Identifying trending topics and managing the expected spike in inquiries
Use Case 2
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Data gathering Simple agent work - gather info on the client
I would like to ask you just a few more questions so your problem can be handled much faster.
Add Variation
WELCOME FLOWS
Welcome
Benefits Deliver personalized content, based on multiple quick answers which your chatbot will have memorized.
Offer — Q1 New Flow
Add button
D
I would like to ask you just a few more questions so your problem can be handled much faster.
Add Variation
Add flow
What is your name?
Add button
Add Variation
STORE FINDER
Quick replies
What is your name?
Add Variation
Add button
Warranty claim Newest offers
Add button
Add flow Store customer’s message as a variable
What is your address, %name%?
name
Store customer’s message as a variable
name
Add Variation
What is your address, %name%?
Add button
Add Variation
Add button Store customer’s message as a variable
address
Add folder
Store customer’s message as a variable
address
Use Case 3
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Basic commerce and promotions Ability to program in a default Promotions workflow, to push new products or services. The customer starts by selecting the option to display ‘offers for me’. The chatbot serves the customers a gallery of NBO / products, with a Call 2 Action and contact form gathering details.
WELCOME FLOWS
Welcome Offer — Q1 New Flow
D
Awesome pick. Choose the phone of your dreams and I will connect our sales representative.
Add flow
Add button
STORE FINDER
Quick replies Warranty claim Newest offers
Add Variation
Awesome pick. Choose the phone of your dreams and I will connect our sales representative.
Add Variation
Add flow
Add button
Add item
Samsung Galaxy S8
Google Pixel
description — optional
description — optional
Buy Handover to sales
Add folder
LG G5
Benefits
description — optional
Buy
Buy
Handover to sales
Handover to sales
Samsung Galaxy S8
Google Pixel
LG G5
description — optional
description — optional
description — optional
Buy Handover to sales
Buy Handover to sales
Buy Handover to sales
Initiate service-to-sales from within any digital channel, and ability to tie in to CRM to customize offers. (will be in V1)
Use Case 4
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Agent escalation The customer does not pick any of the chatbot workflows, or is not satisfied with chatbot answers, and requests to ‘talk with agent’. The conversation is seamlessly transferred to the best-suited agent within the Brand Embassy workflow.
I am connecting you to one of our sales representative. Add button
WELCOME FLOWS
Welcome Offer — Q1
D
I am connecting you to one of our sales representative.
New Flow
Add Variation
While you are waiting here is a random photo of a kitty for you :)
Add button
Add flow STORE FINDER
Quick replies
Add button While you are waiting here is a random photo of a kitty for you :)
Warranty claim
Add Variation
Add button
Newest offers Add flow
Benefits In the cases where the chatbot is not able to satisfy the customer, a human agent is on-hand to take over.
Add Variation
Cat-1.png Replace
Remove
Cat-1.png Handover to Agent
Replace
Remove
Add folder
Handover to Agent
Add Variation
Use Case 5
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Support WELCOME FLOWS
Welcome Offer — Q1 New Flow Add flow STORE FINDER
Quick replies
D
Add Variation
What is your issue, that I can help you with today? Setup roaming
https://support.t-mobile.com/docs/DOC-2500
Claim refund
https://support.t-mobile.com/docs/DOC-1500
Connect me with agent
Handover to agent
Warranty claim Newest offers Add flow
What is your issue, that I can help you with today? Setup roaming
https://support.t-mobile.com/docs/DOC-2500
Claim refund
https://support.t-mobile.com/docs/DOC-1500
Connect me with agent Add folder
Add Variation
Handover to agent
Alternatively, the customer can select ‘Help & Support’, and be guided through a series of options (Billing vs Guides vs Troubleshoot etc), to find the correct piece of knowledge to help them solve their issue without the need for human intervention.
Benefits Ability to program and amend workflows to perfectly suit their business.
Chatbot Thank you Builder 15