How chatbots enhance customer engagement and customer communication by Jay Shah

How chatbots enhance customer engagement and customer communication by Jay Shah

1) Introduction

  • Brief introduction of &How Intelligence
  • Current market situation
    • Market is changing rapidly in real-time, tectonic shifts happening in the world
    • How COVID-19 has helped to fuel the usage for chatbot technology
      • The technology ranges from ‘text chatbot’ to ‘virtual assistant’, with ‘virtual assistant’ being the core functionality that &How and UIB sell

2) Chatbots: a game-changer for telecom companies

  • Why chatbots are gaining popularity in the telecommunications industry
    • Telecoms typically have a large user base and this means that they receive a high volume of user requests daily and chatbots provide almost immediate responses
    • On top of that, today’s consumers expect a higher quality of services and more responsive service providers, especially when it comes to mobile and internet connections
  • How chatbots humanize the telecommunications industry
    • Enhance the customer experience
    • Reduce operational costs
    • Boost sales through cross-selling and promotion
    • Improve company’s productivity
  • A case example of du, a UAE telecommunications service provider with approximately 9 million customers

3) More thoughts on the future of chatbots and what the future looks like

  • Technology is constantly changing and evolving, with new technologies generating new opportunities for businesses
  • Chatbots are not just great for the telecommunications industry but also for the wider usage for companies/businesses and even for day-to-day chores
  • More companies are becoming more customer-centric. Hence, in a time where COVID-19 is an accelerator for chatbot technology, it would be crucial to put into place governance frameworks to mitigate the risks of chatbots (such as inconsistent responses, or not giving accurate enough answers) whilst maximizing the benefits that they bring to the table.

You can contact Jay Shah here, and @How Intelligence here.

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