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The Conversational Commerce Platform
Hi! I would like to buy a bluetooth
speaker. Can you give me some
advice?
Under £100 ...
THE FULL STACK CONVERSATIONAL COMMERCE PLATFORM
SALES FORCE ANSWERS
ENGAGEMENT TECHNOLOGY
+2500 BRANDS IN +40 COUNTRIES
6 YEARS - LONDON . DÜSSELDORF . MADRID . MILAN . NANTES - 200 TALENTS - - FAST 50
ENERGY
SER...
COMMENT LES CHATBOTS VONT
TRANSFORMER L’EXPERIENCE CLIENT
MENU
Commerce Conversationnel et Chatbot : La tendance 2017
Avantages et limites des chatbots dans votre service client
Le...
Confidential
COMMERCE CONVERSATIONNEL ET CHATBOT :
La tendance 2017
image d’un personnage sur son téléphoneTAUX DE CONVERSION
COMMERCE TRADITIONNEL : 20 À 30%
E-COMMERCE : ENTRE 2 ET 3%
image d’un personnage sur son téléphone
LE COMMERCE
CONVERSATIONNEL FAIT
DE LA CONVERSATION ENTRE
LA MARQUE ET SON CLIENT
...
MESSAGING GROWTH ON WEBSITE

OVER THE NEXT TWO YEARS
GARTNER
+ 500 %
www
Confidential
LE MESSAGING EST LA NOUVELLE FAÇON DE COMMUNIQUER
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4Q
11
1Q
12
2Q
123...
Confidential
Baron Concors, Pizza Hut
If people are spending most
of their time in messaging applications,
brands have to t...
Confidential
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello ...
LES 3 ENJEUX MAJEURS

DU COMMERCE CONVERSATIONNEL
L’UBIQUITÉ LES COÛTS LA QUALITÉ
Confidential
#BOTS
Des applications destinées à
automatiser des tâches
ou simuler des conversations.
Confidential
Confidential
1960 1997 2010 2015
Eliza Clippy de
Microsoft
Agent virtuels
sur le web
Assistants
personnels
Confidential
Progrès
techniques
NLP & AI, APIs
LES BOTS SONT PLUS INTELLIGENTS
Les grands acteurs du
web travaillent sur
l’...
Confidential
Tout le monde peut
créer un bot
Les plateformes se
sont ouvertes aux
développeurs
L’OUVERTURE DES PLATEFORMES ...
Confidential
L’ENGOUEMENT DES PLATEFORMES DE MESSAGING POUR LES BOTS
Lancement de la plateforme Messenger = 30.000 bots
Confidential
Fun & Entertainment & Games
@cooktoys Hello there, I have
a...
Services & Commerce
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medin...
40%
DES INTERACTIONS MOBILES SERONT PRISES EN CHARGE
PAR DES BOTS D’ICI 2020
GARTNER
AVANTAGES ET LIMITES
Confidential
Confidential
LES BOTS REPRÉSENTENT LE FANTASME
DU SERVICE CLIENT AUTOMATISÉ
Confidential
AVANTAGES
- 24/7
- Temps réel/ Instantanéité
- Toujours accueillant et serviable
- Gratuit
UTILISATEURS
- Peu ...
Confidential
ATTENTION !
Les bots ne sont pas la solution à tout !
Confidential
QUELQUES ÉCHECS RETENTISSANTS !
Confidential
QUELQUES ÉCHECS RETENTISSANTS !
Confidential
Une mauvaise experience peut créer de la
frustration et avoir

un sérieux impact négatif sur la marque
BONNES PRATIQUES
Confidential
Confidential
UN CHATBOT…
POURQUOI ?
Bot! Search for Sushi near me.
What do you have in mind ?
Sushi Res.
Salmon nigiri sush...
Confidential
1. DÉFINISSEZ DES TÂCHES
ET DES OBJECTIFS PRÉCIS
POUR VOTRE BOT
Bot! Search for Sushi near me.
What do you hav...
Confidential
UN CHATBOT…
OÙ ?
Confidential
2. ADRESSEZ-VOUS
À VOS CLIENTS
LÀ OÙ ILS SONT
Confidential
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
JUSQU’OÙ PEUT ALLER VOTRE BOT ?
Confidential
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
3. PRÉVOIR UNE SOLUTION
D’ESCALA...
Confidential
QUELLES SONT VOS RESSOURCES ?
Confidential
4. NE SOUS-ESTIMEZ PAS LE SUIVI
À APPORTER AU PROJET
Confidential
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello ...
BOTS ET SERVICE CLIENT :
Comment iAdvize répond à vos attentes
Confidential
RÉTABLIR LE COMMERCE CONVERSATIONNEL
Bonjour ! Comment puis-je vous
aider ?
machine VS human
+ M achineH uman M achine>
Escalade vers des
opérateurs humains
VOTRE BOT EXISTE
TÂCHES SIMPLES
QUALIFIER UNE DISCUSSION
GUIDER LES UTILISATEURS
IADVIZE
BOT BUILDER
VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BO...
Engagement People Reports Apps
Management Content Animation Recruitment Objectives
Chat
Users list
User role
Bot’s name
Bo...
TÂCHES SIMPLES
QUALIFIER UNE DISCUSSION
GUIDER LES UTILISATEURS
BOTS DE CONTENUS
BOTS COMMERCIAUX
TÂCHES COMPLEXES
PARTENA...
WHY TO CHOOSE IADVIZE?
CIBLER ESCALADER MESURER
www
UNIFIER
QUESTIONS
Confidential
Confidential
THANKS!
THE CONVERSATIONAL COMMERCE PLATFORM
CONVERSATIONAL BOTS
Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
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Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]

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Veröffentlicht am

2016 est l’année des bots. C’est une évidence à en juger par le flot d’articles, l’engouement des marques sur le sujet et l’arrivée de nouveaux bots chaque jour sur les applis de messaging. Mais que faut-il penser aujourd’hui de ces outils dans notre logique de service client ? Comment faire la part des choses entre buzz et réelles opportunités de renouveler l’expérience de nos utilisateurs ? Que croire des promesses d’Intelligence Artificielle qui rendront nos bots toujours plus intelligents ? Nos opérateurs ‘humains’ doivent-ils craindre aujourd’hui de perdre leur poste au profit de ces bots ?

Nous vous proposons de faire un petit tour de ces questions et de découvrir comment iAdvize peut répondre à vos attentes sur ce sujet lors de ce webinar qu'Adrienne Gehannin animera le 7 février à 11H.

Dans ce webinar, Adrienne Gehannin abordera les sujets suivants:

Commerce Conversationnel & chatbots : LA tendance 2017
Avantages et limites des chatbots dans votre service client
Bonnes pratiques pour intégrer efficacement un bot à votre site ou une appli de Messaging
Chatbots dans votre service client : comment iAdvize répond à vos attentes ?


Vous êtes à la recherche d'une plateforme de commerce conversationnel? Vous souhaitez intégrer un chatbot sur un de vos canaux de communication? Vous hésitez entre chatbot VS conseiller profesionnels? Vous recherchez une solution permettant l'escalade d'un chatbot vers conseiller professionnel?

Veröffentlicht in: Marketing
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Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]

  1. 1. The Conversational Commerce Platform Hi! I would like to buy a bluetooth speaker. Can you give me some advice? Under £100 if it's possible. No problem! Let me have a look at our products. I'll come back to you in a few minutes. "I'm looking for a bluetooth speaker" "I’m a high-tech expert, available to help you" Hi! There is a wide variety of products and price ranges. What's your budget?
  2. 2. THE FULL STACK CONVERSATIONAL COMMERCE PLATFORM SALES FORCE ANSWERS ENGAGEMENT TECHNOLOGY
  3. 3. +2500 BRANDS IN +40 COUNTRIES 6 YEARS - LONDON . DÜSSELDORF . MADRID . MILAN . NANTES - 200 TALENTS - - FAST 50 ENERGY SERVICES TRAVEL TELECOM FINANCERETAIL INSURANCE LUXURY AUTO
  4. 4. COMMENT LES CHATBOTS VONT TRANSFORMER L’EXPERIENCE CLIENT
  5. 5. MENU Commerce Conversationnel et Chatbot : La tendance 2017 Avantages et limites des chatbots dans votre service client Les bonnes pratiques pour intégrer un chabot Bots & Service Client : Comment iAdvize répond à vos attentes Questions 1 2 3 4 5
  6. 6. Confidential COMMERCE CONVERSATIONNEL ET CHATBOT : La tendance 2017
  7. 7. image d’un personnage sur son téléphoneTAUX DE CONVERSION COMMERCE TRADITIONNEL : 20 À 30% E-COMMERCE : ENTRE 2 ET 3%
  8. 8. image d’un personnage sur son téléphone LE COMMERCE CONVERSATIONNEL FAIT DE LA CONVERSATION ENTRE LA MARQUE ET SON CLIENT LE CŒUR DU PARCOURS D’ACHAT EN LIGNE.
  9. 9. MESSAGING GROWTH ON WEBSITE
 OVER THE NEXT TWO YEARS GARTNER + 500 % www
  10. 10. Confidential LE MESSAGING EST LA NOUVELLE FAÇON DE COMMUNIQUER 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4Q 11 1Q 12 2Q 123Q 124Q 121Q 132Q 133Q 134Q 131Q 142Q 143Q 144Q 141Q 152Q 153Q 15BI INTELLIGENCE Millions 4B MAU
  11. 11. Confidential Baron Concors, Pizza Hut If people are spending most of their time in messaging applications, brands have to think about how to meet people where they are.
  12. 12. Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. SIMPLE EFFICACEUNIVERSEL
  13. 13. LES 3 ENJEUX MAJEURS
 DU COMMERCE CONVERSATIONNEL L’UBIQUITÉ LES COÛTS LA QUALITÉ
  14. 14. Confidential #BOTS
  15. 15. Des applications destinées à automatiser des tâches ou simuler des conversations. Confidential
  16. 16. Confidential 1960 1997 2010 2015 Eliza Clippy de Microsoft Agent virtuels sur le web Assistants personnels
  17. 17. Confidential Progrès techniques NLP & AI, APIs LES BOTS SONT PLUS INTELLIGENTS Les grands acteurs du web travaillent sur l’automatisation des conversations
  18. 18. Confidential Tout le monde peut créer un bot Les plateformes se sont ouvertes aux développeurs L’OUVERTURE DES PLATEFORMES DE MESSAGING AUX MARQUES ET AUX BOTS
  19. 19. Confidential L’ENGOUEMENT DES PLATEFORMES DE MESSAGING POUR LES BOTS
  20. 20. Lancement de la plateforme Messenger = 30.000 bots Confidential Fun & Entertainment & Games @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands.
  21. 21. Services & Commerce @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. 1800Flowers on Messenger Poncho on Messenger Uberbot on messenger more on botlist.co Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. Lancement de la plateforme Messenger = 30.000 bots Fun & Entertainment & Games
  22. 22. 40% DES INTERACTIONS MOBILES SERONT PRISES EN CHARGE PAR DES BOTS D’ICI 2020 GARTNER
  23. 23. AVANTAGES ET LIMITES Confidential
  24. 24. Confidential LES BOTS REPRÉSENTENT LE FANTASME DU SERVICE CLIENT AUTOMATISÉ
  25. 25. Confidential AVANTAGES - 24/7 - Temps réel/ Instantanéité - Toujours accueillant et serviable - Gratuit UTILISATEURS - Peu couteux - Générer plus de contacts - Laisser les conseillers traiter les contacts à forte valeur ajoutée MARQUE
  26. 26. Confidential ATTENTION ! Les bots ne sont pas la solution à tout !
  27. 27. Confidential QUELQUES ÉCHECS RETENTISSANTS !
  28. 28. Confidential QUELQUES ÉCHECS RETENTISSANTS !
  29. 29. Confidential Une mauvaise experience peut créer de la frustration et avoir
 un sérieux impact négatif sur la marque
  30. 30. BONNES PRATIQUES Confidential
  31. 31. Confidential UN CHATBOT… POURQUOI ? Bot! Search for Sushi near me. What do you have in mind ? Sushi Res. Salmon nigiri sushi 39$
  32. 32. Confidential 1. DÉFINISSEZ DES TÂCHES ET DES OBJECTIFS PRÉCIS POUR VOTRE BOT Bot! Search for Sushi near me. What do you have in mind ? Sushi Res. Salmon nigiri sushi 39$
  33. 33. Confidential UN CHATBOT… OÙ ?
  34. 34. Confidential 2. ADRESSEZ-VOUS À VOS CLIENTS LÀ OÙ ILS SONT
  35. 35. Confidential DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS JUSQU’OÙ PEUT ALLER VOTRE BOT ?
  36. 36. Confidential DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS 3. PRÉVOIR UNE SOLUTION D’ESCALADE VERS L’HUMAIN
  37. 37. Confidential QUELLES SONT VOS RESSOURCES ?
  38. 38. Confidential 4. NE SOUS-ESTIMEZ PAS LE SUIVI À APPORTER AU PROJET
  39. 39. Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. 5. RESTEZ RAISONNABLES
  40. 40. BOTS ET SERVICE CLIENT : Comment iAdvize répond à vos attentes Confidential
  41. 41. RÉTABLIR LE COMMERCE CONVERSATIONNEL Bonjour ! Comment puis-je vous aider ?
  42. 42. machine VS human
  43. 43. + M achineH uman M achine>
  44. 44. Escalade vers des opérateurs humains VOTRE BOT EXISTE
  45. 45. TÂCHES SIMPLES QUALIFIER UNE DISCUSSION GUIDER LES UTILISATEURS IADVIZE BOT BUILDER VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE Escalade vers des opérateurs humains
  46. 46. Engagement People Reports Apps Management Content Animation Recruitment Objectives Chat Users list User role Bot’s name Bot’s name - Scenario + Communication settings + Expertise settings + Localization settings Create a new account Add a userCancel Agent Manager Administrator BotExpert Welcome message Hello there! Edit scenario Quit editing Save 2 Ask a question Ok, let’s see, what do you want to do? Know more about the methods Talk to someone Start a conversation Send a text I’m going to guide you on the website Ask a question Can you give me your client number please? Save answer to custom data Ask a question Noted! On which topic do you need help? Refund Shipping Payment Transfer to a distribution rule Transfer to “Distribution rule name” Send a message Shipping usually takes 2 to 5 days. If you order seems stuck, please contact us at contact@cooktoys.com Bot editor Preview Welcome to the iAdvize preview bot! Start chatting End a conversation Send a text Ask a question Transfer to a bot Transfer to a distribution rule Cards components Start a conversation Send a message Shipping usually takes 2 to 5 days. If you order seems stuck, please contact us at contact@cooktoys.com Transfer to a distribution rule Transfer to “Distribution rule name”
  47. 47. TÂCHES SIMPLES QUALIFIER UNE DISCUSSION GUIDER LES UTILISATEURS BOTS DE CONTENUS BOTS COMMERCIAUX TÂCHES COMPLEXES PARTENAIRESIADVIZE BOT BUILDER VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE Escalade vers des opérateurs humains
  48. 48. WHY TO CHOOSE IADVIZE? CIBLER ESCALADER MESURER www UNIFIER
  49. 49. QUESTIONS Confidential
  50. 50. Confidential THANKS!
  51. 51. THE CONVERSATIONAL COMMERCE PLATFORM CONVERSATIONAL BOTS

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