Episode 9 – Beyond Chatbots with Michael Haisten

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A Tech Tuesday Episode. Tech Tuesday focuses on technology like chatbots, AI, social care engagement platforms, Community Forums platforms, updates on Twitter and Facebook, etc.

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  • MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com

“Chatbots are the new websites and messaging platforms are the new browsers.” – Luca Della Dora

Book of the Day:

The Effortless Experience: Conquering the New Battleground for Customer Loyalty  – Rick DeLisi and Matthew Dixon

Beyond Chat Bots with Michael Haisten

Interesting note: Edited near Atlanta, GA during Hurricane Irma. Electricity’s out but the laptop has full power!

  • Michael Haisten:  Michael spent 8 years at Earthlink with responsibility for IVR, chat, web self service and the knowledge base. He then moved to SoCoCare where he had responsibility for program and product management. When SoCoCare was purchased by Five9, Michael took on the role of Senior Solutions Consultant for IVR, ACD, chat, social media and omni channel subject matter expert. Michael and I have worked together designing cutting-edge features for social care engagement tools.
  • Beyond Chatbots
    1. Customers Have Various Preferences
      1. Engage Customers Where they Are
        1. On average customers exchange twice as many texts as they do phone calls
        2. The average millenial exchanges an average of 67 text messages per day
        3. 43% of smart phone owners use their phones to make calls but over 70% use text
        4. Facebook Messenger and Whatsapp each have about 1.2 billion users worldwide
      2. Chatbots Allow You to Serve Customers on Multiple Channels
        1. SMS
        2. Messaging applications like Facebook Messenger and Whatsapp
        3. On the web
        4. Once you build a chatbot, you don’t have to materially change it to roll it out over multiple platforms.
      3. Benefits of Chatbots
        1. Conversational
        2. Natural Experience
        3. Low Effort Experience for the Customer
        4. Always Open
        5. Never a Wait Time for the Chatbot
        6. Frees up live agents for more complex contacts
        7. Helps you extent existing investments into social platforms, chat, knowledge base etc.
      4. Will Bots Replace Agents?
        1. No
        2. Be careful about what you use a chatbot for
        3. Start slowly with process flows that make sense to test
        4. Maybe start with questions that could be answered by searching the website
      5. How Jacada does it
        1. On the front end Jacada leverages Google’s NLP platform to understand what the customer’s intent is
        2. On the back end they capture some parameters
        3. Jacada provides a single scripting platform
        4. You can roll out the same technology and scripting for visual IVR and live agent scripting using Jacada
        5. This allows you to seamlessly hand off a live conversation to an agent
      6. Visit Jacada at www.Jacada.com for details.


About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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