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Chatbots in 2019: Enterprise Trends and Typical Scenarios!

One of the leading chatbot trends in 2019, is the implementation of virtual assistants for internal usage by enterprises. We envision this trend being ever more powerful during this year and the next. Let’s have a look at some typical cases and scenarios where virtual assistants could be useful for internal purposes.

The first and most commonly known cases are the automation of various employee self-service functions:

  • ordering / approving vacations
  • requesting access rights
  • getting the payment bill details
  • reporting business trip expenses
  • requesting business cards and etc.

 

The key value driver is saving employee time away from non-productive operations. That value could be even more increased in the case of employees out of the corporate network joining by a chatbot. We have seen examples when metallurgical holding, where 70% of employees do not have access to an Active Directory (mainly workers on the production floor) gained access to employee self-service via a chatbot. This leads to enormous (about 20% ) cost reduction as an HR support function, so employees started to address their questions via a centralized chatbot solution.

Chatbots are much loved by those corporate IT toiling away with the code. IT guys want to automate the resolution of IT requests and instead of registering tickets and directing them to the right  second line support teams are applying bots to handle standard requests and provide helpful self-service.

This new and powerful trend is the usage of a chatbot as corporate media. Imagine a company with ten thousand employees, where not all of them are using the PC in the workplace – how will you deliver the corporate news? Intranet portal, paper, maybe old school newspaper? A Bot in the telegram or Viber or Facebook could be a viable solution. The internal communication department could gain a powerful tool to deliver their messages quickly and at near zero cost.

Chatbots are also getting as popular as corporate virtual assistants, which provide access to relevant information inside the company, helping to manage the knowledge, find answers and experts in the large corporate space.

The examples above are focused on serving the internal needs of an organization, while we at Chatbots.Studio believes that most of the value of enterprise chatbots is created by serving the customers.

Chatbots are regularly used by our customers to get orders, be notified about new requests and the need to visit with a client, complete checklists and surveys after the customer visit and so much more. Almost everything automated by internal mobile apps could be handled via in-messenger assistants at a significantly lower cost, with the same tangible business benefits, such as improved employee efficiency (orders are taken per employee), reduced stocks, faster order processing, and higher NPS scores.

 

If you want to build the chatbot for your business, feel free to contact us and get the valuable offer.

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WhatsApp Business API: Common Questions for Chatbot Implementation

WhatsApp is on everybody’s A-list. It’s nothing new that WhatsApp is on the hype and most companies want to implement the bot into for business. Statistic says, that today messenger has 1.6 Billion monthly active users across 170+ Countries and 80% of messages sent to WhatsApp are seen within 5 minutes compared to the traditional SMS. Looks impressive but there are still a lot of uncovered questions that go on and on.

So, I gathered the most important for development and implementation questions that cover WhatsApp Business API. In the course of creating the article, I also checked Quora questions I’ve previously answered related to the topic. Please check the following list and write the questions you want to know.

WhatsApp bot

 

What is a WhatsApp bot?

For now, the WhatsApp bot seems like a simple AI solution. The bot for this messenger communicates only through text chat and images. Buttons and additional tools are not possible like on other messengers.

How safe are WhatsApp bots?

WhatsApp bots are very safe. Compared with other platforms, WhatsApp bots really encrypt messages. Messages to the WhatsApp server come via encrypted format. Check WhatsApp Availability and Scaling to understand how the service architecture provides this.

How do I build a simple Whatsapp bot?

To create a simple bot for WhatsApp without any additional help you can use the Twilio API that allows one start building and prototyping in a sandbox. Visit Twilio API for WhatsApp to understand how it works.

Is it possible to integrate a chatbot in Whatsapp which replies to my messages?

As mentioned previously, you can already build a bot for WhatsApp. First of all, install and set up the WhatsApp server. Then you will get access to the API that gives the opportunity for a bot to start working.

Warning: the bot will start working if it is created with programming languages but not with cloud platforms.

You can probably integrate a chatbot with WhatsApp but you’ll need to create an integration by yourself.

Launch the following services:

Getting Started — Quick outline of how to get started and next steps

Network Requirements — Network requirements necessary for the WhatsApp Business API client to connect to WhatsApp servers

Phone Number — Verify and register your business’s phone number

Verified Name — Display your business’s name when talking to your customers

Volumes — Securely store WhatsApp data while using Docker

Installation and Upgrading — Installation scripts and guide to get the WhatsApp Business API client running

HTTPS Setup — Set up and use HTTPS endpoints

Users endpoint — Create, manage, and use access tokens and user accounts for additional security

Backup and Restore Settings — How to backup and restore your WhatsApp Business API client

Deploying WhatsApp on AWS — Create an Amazon Web Services cloud to run the WhatsApp Business API client

Rate Limits — WhatsApp Business API endpoint rate limits scenarios

Understanding How to Get Opt-in for WhatsApp — How to present your users with an opt-in for messaging

Postman Collection — Import our WAE Developer Collection into Postman to quickly test the WhatsApp Business API

Then create an integration code with AI WA. Check out API Reference to understand how to build that. Here you find information regarding WhatsApp Business API Root Nodes and example of WhatsApp Business API format uses the contacts node.

How do I create a computer bot that can automatically reply to all our Facebook and Whatsapp messages?

As far as I know, one of the solutions is to use the Twillio API for WhatsApp using a simple REST API. The Twilio API for WhatsApp allows developers to start building and prototyping in a sandbox. In order to launch apps in production, you can request access to enable WhatsApp on your Twilio number. WhatsApp is currently opening up access in a Limited Availability program, where WhatsApp approval is required for all customers who wish to create their own profiles. Check out this link to start work with Twiliio API.

Other platforms, for example, Clare.AI and Hubtype, are still in beta testing. You can use these ones if you have the time when it will be launched.
For now, start learning how to make your bot for WhatsApp using WhatsApp Business API. So, the solution is to learn guidelines and tutorial and develop bot by yourself or pass the work to agencies.

How can I connect a WhatsApp group with a Telegram Group using a bot?

As of now, there isn’t any opportunity to work with groups in WhatsApp, unfortunately. As far as I know, only p2p communication is possible.

How accessible is the WhatsApp API?

WhatsApp API is accessible after branching on servers. Check this Installation and Upgrading to understand how it works in coding.

How can I get Whatsapp API?

First of all, install and update the WhatsApp Business API Client using Docker Compose. Follow all the steps and then you will get the WhatsApp API as you need it.

Make sure you have gotten approval for your business’s phone number and have a Verified Name certificate before attempting installation.

Initial Setup

Before continuing, please read through the other WhatsApp Business API guides.

This guide requires Docker, a container platform that lets you run the WhatsApp Business API Client. Docker Compose is also required. Docker Compose is bundled with Docker for macOS and Windows but requires a separate installation on Linux.

1. Install Docker on your system.
2. If Docker Compose is not bundled with your Docker installation, install it.
3. Download the docker-compose.yml and db.env configuration files: -WhatsApp_Configuration_Files.zip (find it here)
4. Open a console and navigate to the directory where you saved the downloaded files.
5. If you have a MySQL installation running, change the values in the db.env file to reflect your MySQL configuration. If you do not have MySQL installed, the docker-compose.yml and db.env files have a default configuration to bring up an instance in a local container.
6. Run the following command in the console:

docker-compose up

You will get some output, while the script downloads the Docker images and sets everything up. To run the containers in the background, use the -d parameter:

docker-compose up -d

Once you have completed these steps, ensure that the containers are running with the following command:

docker-compose ps

By default, the Web app container will be running on port 9090.

You can download and configure our Postman Collection to easily interact with the WhatsApp Business API.

Refer to the Registration documentation for next steps.

 

Please note that the list could be supplemented by other related questions. If you have anything to add, please share it with us and we’ll include it in the existing list. So, follow me and stay on top of WhatsApp chatbots novelties.

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Top Chatbot Benefits: Chatbot as a New Sales Channel for Small Business

Previously Chatbots.Studio has considered the benefits of allowing cost reductions for businesses — optimization of information managementautomation of the working process and how bots make advertising campaign cheaper.

The next series of articles regards increasing profits from new sales channels and cross-selling. It is obvious bots as sellers are a novel function for entrepreneurs. If the bot sells goods or services successfully you get major value from the bot. Let’s discuss how a chatbot as a new sales channel can impact revenue.

Chatbot in Messenger is a new sales channel to handle communication with existing customers and increase loyalty to services or goods.

To measure the efficiency of bot for business as a sales channel, we have identified the following metrics:

  • The cost of attracting one client to a bot in Messenger;
  • The average checks total;
  • The number of users on the sales channel;
  • The number of sales-through the bot handles to the total sales amount.

 

A customer usually connects with a bot on the web and on Messenger. We consider how a bot sells goods or services and leads the customer through the sales funnel step by step via messengers like Facebook Messenger, Telegram, Viber, Kik etc.

WARNING! A common mistake of chatbot implementation is deploying the chatbot as a poly service solution. It’s a bad idea to make a chatbot with the functionality as Amazon has. Chatbots work great with one or a few services the entrepreneur provides, for example, water delivery.

The main reason chatbots have become popular as a sales channel is bots sell services or goods directly at the place where prospects are gathered.

 

The following reasons make a bot an efficient sales channel:

  • The bot in Messenger is a flexible way to make a purchase without communication with a live agent and app downloading;
  • The bot in Messenger is easy to access and available 24/7. The customer opens an appropriate messenger and starts to chat with the bot anytime. It is more convenient than calling support or making purchases offline;
  • The bot covers a wide range of customers in Messenger. For example, Facebook Messenger has more than 1 billion users.

 

There are two main scenarios for how businesses can benefit with bots in sales:

  • Building a community in Messenger. Marketers via chatbot can fill channels with contents leading to sales. In another case, the bot sells services or goods directly in the channel;
  • Providing quick and easy to use services. There is no need to download an app or search the browser to find the goods you need. The bot is always within your reach and ready to help. It is possible to buy or sell in one click.

 

Let’s consider examples for each scenario to understand how it works in real business cases.

Travel bots, besides providing relevant content by sending articles via messenger every day, make the best tour offers to followers. Click navigation makes a chat with a bot easy. The customer taps the details button and books the tour or gets more information.

Take a look at the Hipmunk travel bot. This bot plays a few roles in Messenger: books flights or hotels and provides appropriate content (advice, for example, about the best time to fly, flexible destinations, etc.).

The service provider gets a wide, young audience in Messenger and doesn’t need to deploy huge advertising campaigns because prospects are gathered in the channel and are interested in the services or goods.

 

As can be seen, by providing relevant content, the chatbot increases members loyalty, and as a result, increases sales through a new sales channel.

Another case is auction bot from @skaybu in Telegram. Clients send requests to buy smartphones but can’t get one because it is already sold. A bot has been created to satisfy the customers need to buy smartphones by bidding. The prices and queues have opened for followers since the bot has started work. After bidding, the staff calls the winners and invites them to get the goods. The bot provides easy use and access service for the customers.

 

Three years ago at a conference, Pavel Durov payed a lot of attention to implementing the Payment API. This payment system allows automating payments from customers using a chatbot. Clients can send money directly to an entrepreneur to pay for additional services.It seems a buzzy topic about chatbot-sellers for entrepreneurs. Let’s consider more examples to understand how it works.

BotCommerce integrates Shopify and Magento. Besides selling, the bot acts like customer support; it answers questions and provides information about orders.

The WayForPay_Bot is a functional solution for online-sellers and buyers. The bot as a payment service allows control of selling and purchases. Besides 24/7 availability, payment status, reports, and notifications, its main function is payment via Messenger.

Wayforpay_bot
Wayforpay_bot sends notifications via Messenger

 

The bot creates a payment QR code the customer can scan and pay for service. The bot creates and sends an invoice via Messenger or another available way. Soon, customers have the opportunity to add funds to their mobile phones or transfer money.

 

As a new sales channel, a chatbot not only provides payment but also successfully gathers leads from the target audience.

In Messenger channels or on web popups, a chatbot gathers leads and converts them into existing clients. How do chatbots play this role?

  • Chatbots send offers to get a loyalty card, discount, coupon etc. To attract customers, chatbots offer a value;
  • Popups with the chatbot gather personal information, for example, to make an appointment. The lead enters name, number phone, email address, etc. and is signed up to the master or doctor. In the meantime, the entrepreneur has enough information for the further engagement with the lead;
  • Community and channels with chatbot are a great way to offer the value to the target audience. The entrepreneur makes sure the bot works in an appropriate place.

 

Let’s consider how it works in real business cases.

  1. The Hellotars.com chatbot gathers requests and personal data communicating with customer for further engagement.

 

2.The Fuzzy.ai chatbot offers the value, a promo code, to save the customer interest and move him/her to the action to buy a service.

3. DocDocBot makes an appointment for the doctor. In the meantime, the doctor gets the lead and personal data.

 

Obviously this really works well for B2C cases. Of course, a chatbot isn’t the only sales channel but it is a real solution as a part of the sales process in businesses. Follow me and stay in top of chatbot novelties.

 

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Top Chatbot Benefits: How Chatbots Optimize Information Management

It is the first article from the line of benefits of using chatbot for business. Let’s consider how information management optimization impact on the bottom line.

Information management optimizations implies data converted into a convenient form with easy access for the customer.

easy access for the customer

 

When Chatbots.Studio team discussed this benefit, we thought about why a chatbot is better than any software at providing information management optimization. The chatbot reduces the time of searching for useful information due to quick access and fast answers for the customer. It is better to enter a preferable messenger and ask the bot in the natural language then download an application, allow access to personal data and then look for info in different sections.

Let’s consider information management optimization as one of the ways to reduce work costs.

There are metrics to measure how it works best for your business:

  • Transaction cost per one client;
  • % transactions executed with chatbot;
  • Total cost of service.

 

Nova Poshta chatbot — is Ukrainian delivery service. It is one of the best examples to understand how optimization of information management can work in business cases. Nova Poshta provides access to the necessary information via mobile app, web or call center. But almost a quarter of customers prefer to chat with bots. Taking into account the total clients’ notification, 24% of them come in from messengers.

Take a look at the example of tracking the order with chatbot help.

Nova Poshta chatbot
Nova Poshta chatbot gathers and presents appropriate information through the convenient interface — messenger.

 

The client has the opportunity to get info easily and quickly, in the meantime the analyst identifies transaction costs. It leads to reducing the workload for the call department. We will take into consideration automation of working process in the next post.

Another case is the chatbot as corporate media that Chatbots.Studio has developed previously for client. Farms, factories or mine companies have internal and external team. There is the issue of how to engage with external team that is outside and share information without delay. To resolve the problem, our client implemented a chatbot for staff communication and accessing to corporate info and media. Also, it helps to be accustomed for new employees with colleagues and superiors.

 

So, we considered the first benefit that impacts the business bottom line. As can be seen, chatbots can be a great back up for gathering information and management of said information.

Keep an eye out for our latest news: we will consider the next benefit, “Automation of the working process” and how it could increase financial indicators.

 

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Does HubSpot understand the true value of Conversational UI?

HubSpot recently published a course for Conversational UI that is a good place to understand how the top marketing players are thinking about the place and future of chatbots in the space of client engagement.

To be honest, I got upset. It is not about Hubspot’s solution, its capabilities or features. It is about the limited value of Chatbots propagated by HubSpot.

HubSpot

 

Let’s take a look at it in detail. The key scenario related to chatbots is supporting the leads on the website, and lead gathering and validation. That is, all activities related to interaction in before-sales stage. Having automation in sales is very important and could be very valuable, but it vital and key for the business? I think in most cases it is nice-too-have. You may not be very effective in leads validation and still be in good shape.

HubSpot, limited with the web widget on website, is missing the key marketing/sales value of chatbot in B2C area: once a customer get subscribed to a chatbot your can generate an interaction with him on with a very high level of opening rate and personalization. Once you have invested a lot in bringing your customer to a bot, it is important to leverage the maximum presence in the communication channel.

Let me share some examples from our recent works: Canabis is getting legalized in Canada at the end of October and yet we already have a Facebook bot to sell it. The whole logic of the bot is built on how to generate repetitive sales from the customer. What is the best order time? Most preferred flavor and type of product? There’s nothing about validation of a lead or addressing of FAQ.

Metro is using a Viber chatbot to replace a loyalty card for its clients in Ukraine. That is not only more convenient for customers (you do not need to carry anything or and download an app) but really quite effective in the sales process.

loyalty card in Messenger
More efficient sales process through loyalty card in Messenger

 

I could bring out many more examples, but the main idea remains the same, HubSpot should rethink the place of chatbots from meeting the customer to make him/her linked to an agency.

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Top Chatbot Benefits: How Chatbots Improve Cross-Selling

This is the final article in the series on the benefits of using chatbot for business. Previously, Chatbots.Studio considered cost reduction and profits increase benefits. Let’s discuss cross-selling as a means to boost sales with a bot in messengers.

cross-selling

Bot- seller, one of the most preferable for entrepreneurs because of the value it directly brings. The bot works in the following way. While the prospect is putting a lot of thoughts into common questions that influence purchasing decisions, the sales chatbot could simply ask, “What are you looking for?” and guide buyers to the appropriate categories.

The marketer has a list of potential or existing leads most often in messengers community or web providing support and sales for clients. Beauty product seller Sephora has increased sales of 11% by taking advantage of Facebook’s Messenger chatbot service, which automates responses and customer support.

 

Please take a look below to understand how Sephora bot increased sales by offering additional goods.

 

Making the most personalized offers, Sephora bot has made amazing results increasing sales.

 

Marketers divided customer into three types:

  • Client at first time came to the Shopping center, or just subscribed to the newsletters. In this case METRO motivates buyer come back again or invite buyer to visit the shop;
  • Existing buyers. Marketers’ main goal is increasing quantity of goods that client buy;
  • Client loses interest to METRO goods. Marketers have to keep them loyal to the shop. Via content, METRO says to ex-buyers: “Where are you going? I still love you and have something interesting for you”.

 

How the chatbot can help to satisfy three types of buyers?

Marketers create the value offer for each types of buyer and distribute these via messenger.

 

Also METRO offers buyers a digital discount card via chatbot in Viber messenger. It simplifies customer engagement with a company. To start chatting with bot, just scan the QR code and you will be redirect to Viber messenger.

Metro bot helps to get card
Metro bot helps to get card or browse through existing card

 

Let’s consider scenarios of cross-selling with a bot in messenger. Then I’ll demonstrate relevant examples that explain each of the mentioned below scenario:

  • Bot sends discounts card, promo codes or newsletters with offers to customer. For better understanding, you can find QR codes that link to a bot with a discount coupon or promo code.
  • Bot sends personalized offers for the customer according to their previous behavior in the bot or inputs.

 

METRO Cash&Carry is a great example of how to increase cross-selling using digital strategies, especially chatbot in messengers. Digital tools allow to increase conversion up to 57%. Let’s consider how they gained such amazing results within the confines of the chatbot.

Let’s consider the first scenario to understand how it works in real business cases.

Jasper’s Market sends the coupon with a 20% discount to existing clients. In the meantime, clients can find the store and check the working hours. It leads to cross sale without live sales or marketer’s help.

 

Another example of the aforementioned scenario is cross-selling according to previous customers’ input. Telecom Co. bot informs a customer about the ability to device plan upgrading through the conversational interface. Thus the bot having remembering previous customer’s input makes the most appropriate and personalized offer.

Telecom Co. chatbot
Telecom Co. chatbot upsells customer to drive new revenue

As we mentioned previously, the benefits should be identified and explored with metrics to understand how it impacts the bottom line:

  • Cost of attraction client to number of cross-sales;
  • Net Promoter Score.

 

As can be seen, a chatbot is really a smart solution for up- and cross-selling without additional assistance. It helps sales concentrate on important tasks and in the meantime, do cross-selling. However, it is worth remembering that a chatbot isn’t the one correct solution for each and every business. It really works great in coordination with other sales strategies. So, follow me and stay on top of chatbots novelties.

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