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

D7424ff0e1dc983d898de62c7496c321?s=47 uxindia
November 20, 2017
Design
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40

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

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

D7424ff0e1dc983d898de62c7496c321?s=128

uxindia

November 20, 2017
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Transcript

  1. None

  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