With messaging apps surpassing social networks, conversational interfaces are on their way to become the new standard. The adoption of chatbots is growing rapidly, and MOBGEN showcase how adding a chatbot to your digital ecosystem could be the next milestone in your digital strategy

MOBGEN, which in the summer of 2016 was acquired by Accenture, helps companies to become more efficient, customer oriented and competitive by making the best use of the mobile channel in the B2C, B2E and B2B area.

Chatbots are by no means a new phenomenon, with the first successful chatbot created by Joseph Weizenbaum in the 1960s. However, with the recent upsurge in the popularity of messaging apps and continuous advancements in artificial intelligence, chatbots are now seen as the technology of the future. It is from such popularity and technological advancements that MOBGEN decided to create a white paper about chatbots and the benefits of their use.

A chatbot is a computer program, that can interact with users through text or voice messages. This means that chatbots are able to communicate with customers of an organisation through messaging apps, mobile apps, websites, or smart speakers. Chatbots are commonly recognised as a form of artificial intelligence. However, with the exception of some basic natural language processing capabilities, most chatbots are not built with artificial intelligence.

When running a successful business, knowing where your customers spend time and how to reach them is invaluable. With the emergence of new innovative technologies and an increasing number of customers spending their time in messaging apps, the use of chatbots could be a beneficial addition to your business. Chatbots provide a gateway to valuable conversations and increased interaction speed, not only giving your business an opportunity to increase overall customer satisfaction but also to give yourself a modern edge that allows your customers to obtain desirable information more efficiently.

The white paper looks at examples of efficient uses of chatbots such as;

+     Within one year after launch, Digit helped its customers save over $250 million.

+     In the first quarter of 2016, KLM handled approximately 35,000 private messages. These messages are managed by a 200-employee support team worldwide, together with chatbots that help customers perform basic tasks.

Additionally, the potential of chatbots goes beyond improving customer relationships. They are an ideal tool for adding value within a business. As more organisations are utilising popular communication tools such as Skype or Slack, it is a logical step forward to integrate automated internal communication on these platforms. MOBGEN’s white paper not only outlines the benefits of using chatbots in business, but also helps explain the types of chatbots available, the current best practices in different industries and importantly, how to get started with chatbots.

The chatbots white paper is available for download here.