Chatbots, an essential tool to provide excellent customer service

“Human language is the new UI layer, bots are like new applications, and digital assistants are meta-apps” (CEO of Microsoft, Satya Nadella, March 2016)

The most basic human form of communication is our language. A newborn child’s cry is the first proof of life and throughout our lives we develop our speaking and writing skills by using them constantly. Language is therefore our most intuitive form of communication — and the one that saves most time.

Still, business communication on digital platforms is typically based on visual interfaces. With the invention of the website and most recently the app, users have excelled in navigating these interfaces and searching for information and entertainment, while digital speaking assistants and voice control have failed to gain a foothold.

Meanwhile things have started to change. Right now the chatbot is a burning hot topic in PR and the tech industry, bringing along a wide range of exciting possibilities in the field of customer support and event information. Experts claim that it is only a matter of time before all businesses and institutions, even public figures, will be interacting with customers and fans with the help from chatbots. There are several reasons for this, but one has to do with this simple fact; you interact with the chatbot in your language, by texting or speaking to it. For the user, the interaction is intuitive, time-saving, and fun — and for the business, chatbots are an easy and extremely profitable business initiative.

This white paper will highlight how chatbots can create value for businesses in the entertainment industry, and how to get started — whether you are organising a single event or representing a venue or a brand.

Following a technical definition of the chatbot, this paper will describe how chatbots can be used in the world of sports and in the entertainment industry in general. It will then be explained why businesses should consider including bots in their operations, as exemplified by successful global and local first movers.

Ultimately a couple of pitfalls in the use of chatbots will be listed, before providing a short guide to create and build your own chatbot.

Read the full paper: Chatbots, an essential tool to provide excellent customer service

Danish version: Værdiskabende brug af chatbots i oplevelsesbranchen

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Dan O'Toole
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