Chatbots Are Stepping Up Their Game & Enjoying Good Approval Ratings

Recent statistics drawn from a May 2018 survey conducted by Helpshift, a customer service platform which strives to ameliorate customer satisfaction, optimize service operations, and maximize ROI, indicated that: “the top three industries for worst customer service went to the telecom, airline and insurance sectors” [1]. Unsurprisingly, almost three quarters of respondents stated that they feel frustrated when they are dealing with customer service.

“The leading reason was long waits and hold times (60.2%). Nearly as many (58.6%), dreaded being transferred and having to re-explain a problem over and over, while 49.9% feared having to navigate a seemingly endless automated menu” [1]. - All very familiar scenarios indeed. Clearly, this unwelcome customer experience (CX) which leaves such a huge number of consumers feeling unhappy and ignored, reflects very badly on the companies or organisations involved. It also begs the questions: “why are they not doing enough to address their customers' concerns? And “do they even care?”

Can High Tech Redeem CX?

The answer to this, is that it may already be doing so. When respondents were questioned on whether they think contemporary and future technology can turn things around to provide a good, workable CX, their replies were clearly very positive: “62.0% stated they liked messenger and email chatbots who collect data and connect them to the correct support agent; and a whopping 75.9% noted: “chat-based messaging would be a preferred means to contact customer service if they knew they would get an immediate response” [1].

Demographics

Preferences regarding customer service channels differ according to age groups. "The eMarketer Ecommerce Insights Report which included research conducted by market research company, Bizrate Insights, in May 2018, indicated that: amongst American internet users, live chat (whether via a chatbot or human), enjoyed pretty much the same preference level as a telephone call (30.1% compared to 29.5%) [1]. This is quite logical, as live chat can be the perfect solution to getting what we want, when we want it. And if the bots can fulfill users' needs, then more power to them!

Further, 45.9% of research responders between 30 and 39 years of age, seriously preferred live chat. Moreover, those below age 50 expressed a preference for chat as opposed to phone conversations. To that end, extended use of customer service chat can be expected in the not too distant future [1].

A Day in the Life of Siska - the OONA Bot

OONA Mobile TV is a cutting-edge Free AVOD Entertainment & Messaging platform with premium options. It offers users tcoin virtual currency rewards for watching content and sharing; and provides them with a world first patented AI Genie in the App, known as Siskabot. The latter appears in human form when the OONA app is downloaded, and just like any higher intelligence bot with a successful company which invests in deep data, she is well prepped to meet users' needs and requests so that a hundred percent satisfaction is pretty much guaranteed. And in rare instances when it is not, then her human colleagues are on hand to step in.

Siskabot's daily duties involve interacting with users so they can get personalised content and ads which can save them time and money, and enjoy all the possibilities that OONA has to offer. And answering any customer service questions. Not needing to sleep, this superbot is there 24/7, ready and able to give users immediate attention via live chat. Whether it is films, popular series, breaking news, educational broadcasts, documentaries, live sports, COMBAT GO, Motorland, Fashion TV, cookery specials, or children's programs, OONA offers up to 300 top national and international channels, and after chatting with viewers, Siskabot has their favourites all ready and waiting for them when they are set to chill out. She also asks them about watching branded product and services ads that they are personally interested in - for example, those which could save them money; and answers questions about the entertainment they love. Users have regular chats with Siskabot, be they daily, weekly, or when ever they feel like it. And for every chat, they pocket more tcoins.

OONA users can also edit their fab entertainment using ultra cool tools and stickers, and then share it with their friends on Instagram, Facebook, and other social media sites - all of which they get rewards for.

OONA, in partnership with one of the world's largest telcom companies, Telcom Indonesia, is currently on track to fulfill the fun factor for 185 million Indonesians, and part of this is rewarding consumers with tcoins for watching content and ads, engaging with Siskabot, and sharing cool content and ads with other users. The tcoins are stored in a personalised virtual wallet, and add up very quickly. Consumers can redeem them for free phone minutes, telkom products, and a vast selection of branded goods and services, as well as discounts, take away meals, great days out, and other fun things.

Summary

In summary, chatbots are the future. Users no longer have to waste away their time when there are no human customer service agents at work, or on illegal pirate sites where there is no live customer chat. - OONA OTT TV is empowering viewers with all the free exciting live and on demand TV they could ever desire in just one place. - And users get an added bonus of an AI genie who is continually on call, caters to their personal needs, and rewards them for interacting with her. What could be better than that?

Reference

[1]. Garcia, Krista (2018). “Chatbots May Ease Consumers' Customer Service Concerns.” eMarketer Retail

https://retail.emarketer.com/article/chatbots-may-ease-consumers-customer-service-concerns/5b11855eebd40003b84919e7  Accessed 6 Jun. 2018