Free speech@jay_seal
Why should chatbots
matter to my business?
Sorry, the office is now closed.
“The most profound technologies are those
that disappear. They weave themselves into
the fabric of everyday life until they are
indistinguishable from it.”
Mark Weiser, 1991 “The Computer for the 21st
Century”
“Chat is going to be the next great operating
system. Apps will come to be thought of as the
new browsers; bots will be the new websites.
This is the beginning of a new internet.”
Ted Livingston – CEO, Kik
So… why now?
Designing conversations
Humanising the digital workplace…
Creating some manners and personality…
What now?
CUSTOMER FOCUS
• Improving customer
engagement, CSAT, NPS
• Reducing costs to serve
• Expressing the brand
What now?
EMPLOYEE FOCUS
• Improving employee
engagement, talent
attraction and retention
• Mastery: supporting self-
actualisation
Potential trial areas
Self-service
Employee
support
Handover to
webchat
Intelligent FAQs