UXINDIA17 - Building humanized conversations | Why we replaced search with a chat?

Building humanized conversations | Why we replaced search with a chat?

Transcript

2. Building humanized ! conversations.! Why we replaced search with a chat? Prashanth Shanmugam | UXINDIA 2017
3. You‘ve got to start with the customer experience and work backwards to the technology. “ Steve Jobs Prashanth Shanmugam | UXINDIA 2017
4. 5x! Acquiring new customers can be expensive than simply retaining current ones. Prashanth Shanmugam | UXINDIA 2017
5. 146,000,000 Active users! Prashanth Shanmugam | UXINDIA 2017
6. 400,000 Mobile app users Prashanth Shanmugam | UXINDIA 2017
7. A lot of customer service calls every day Prashanth Shanmugam | UXINDIA 2017
8. ~$$ Average toll-free call cost Prashanth Shanmugam | UXINDIA 2017
9. ~$ So much money ~$$ per call * lot of calls every day Prashanth Shanmugam | UXINDIA 2017
10. Increase Customer Satisfaction! Decrease Customer Call Volume!
11. 24 x 7 Customer support Prashanth Shanmugam | UXINDIA 2017
12. AI! Artificial Intelligence Prashanth Shanmugam | UXINDIA 2017
13. Weak AI NLP! Natural Language Processing Prashanth Shanmugam | UXINDIA 2017
14. Text based Chatbots! Prashanth Shanmugam | UXINDIA 2017
15. Mobile App! Website! Prashanth Shanmugam | UXINDIA 2017
16. Mobile App! Website!
17. ~15,000 in-app search queries per day. Prashanth Shanmugam | UXINDIA 2017
18. 45% searches are goal-oriented and conducted to help make a decision. Prashanth Shanmugam | UXINDIA 2017
19. Don’t search. Converse..! Prashanth Shanmugam | UXINDIA 2017
20. How much data do I have? Prashanth Shanmugam | UXINDIA 2017
21. When you have to change your plan.. Prashanth Shanmugam | UXINDIA 2017
22. Buy Galaxy S7.. Prashanth Shanmugam | UXINDIA 2017
23. When you’re low on data.. Prashanth Shanmugam | UXINDIA 2017
24. When your bill is ready.. Prashanth Shanmugam | UXINDIA 2017
25. It's very helpful. I can go to the app and 9 times out of 10 I'm able to get the answer to my question, or questions. I love this app. It's been extremely helpful to me. Thank you for such a GREAT app. Couldn't ask for a better app. Thanks again. 4.4/5 Angela Smith, Google Play
26. 02h 25m per day is spent on mobile apps. Prashanth Shanmugam | UXINDIA 2017
27. ~6/10 most used apps are for messaging. Prashanth Shanmugam | UXINDIA 2017
28. Prashanth Shanmugam | UXINDIA 2017
29. Improved Customer Experience! Reduced Findability! issues! !
30. “Hey Siri, I want to upgrade my plan..”
31. “Alexa, What is the trade-in value for my iPhone 6?”
32. What’s dangerous is not to EVOLVE. Jeff Bezos
33. Thank you.! Prashanth Shanmugam | UXINDIA 2017