{"id":1005,"date":"2020-02-14T08:40:38","date_gmt":"2020-02-14T07:40:38","guid":{"rendered":"http:\/\/www.klaushaller.net\/?page_id=1005"},"modified":"2020-02-19T17:18:06","modified_gmt":"2020-02-19T16:18:06","slug":"oracle-openworld-learning-3-the-true-value-of-chatbots","status":"publish","type":"page","link":"https:\/\/www.klaushaller.net\/?page_id=1005","title":{"rendered":"Oracle Openworld Learning 3: The True Value of Chatbots"},"content":{"rendered":"\n

You need chatbots only if you have a poorly organized webpage \u2013 or to appear modern. I couldn\u2019t have been more wrong, as I learned on the Oracle Openworld 2020 in London in Harald Behnke\u2019s presentation \u201cConversational CX \u2013 From Chatbots to Invisible Interfaces Everywhere\u201d.<\/p>\n\n\n\n

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Harald Behnke from Oracle giving his presentation \u201cConversational CX \u2013 From Chatbots to Invisible Interfaces Everywhere\u201d<\/figcaption><\/figure>\n\n\n\n

Chatbots are\nnot (only) an extension to your webpage. They are a new channel to interact\nwith your customers. The penetration of WhatsApp and Facebook messenger are tremendous.\n97% of the younger persons in Europe use WhatsApp and 75% of the overall European\npopulation. The messengers are on our mobile. They are with us wherever we go. The\nmessage of the presentation was: wave one was the web, wave two is mobile, and\nwave three will be chatbots.<\/p>\n\n\n\n

The first\nbenefit of chatbots relates to the pre-sales \/ a pre-purchase phase. As a\ncompany, you can be happy and should support customers interacting with you on\na messenger such as a Facebook or WhatsApp chatbot (WhatsApp is currently launching\nits Business-API). The reason is simple: Each customer contacting you via a\nmessenger is not search for the answer using Google \u2013 and being bombarded with advertisement\nfrom your competitors targeting your customers.<\/p>\n\n\n\n

The second\nbenefit of chatbots relates to the post-sales and service phase. Chatbots reduce\ncall center load, especially for the mass market. They presented chatbot Holly from\nHermes in the UK as an example. In December 2019, the chatbot solved 59% of\nservice requests respectively 1 million requests reducing the call center load\ntremendously, e.g., regarding missing parcels.<\/p>\n\n\n\n

The third benefit is using chatbots as a remote control. Many devices do not have classic displays for web, especially in the world of Internet of Things (IoT). A chatbot might be an easy and obvious solution as a remote control.<\/p>\n\n\n\n

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Oracle Open World 2020, ExCeL, London<\/figcaption><\/figure>\n\n\n\n

You might\nwonder why Oracle address the chatbot market? They are interested in the integration\nbusiness. A chatbot is not just doing small talk, it is there to solve customer\nrequests and sell products. Therefore, the chatbots need to interact with\ndatabases and business applications \u2013 in a reliable way. And that\u2019s Oracle\u2019s core\nbusiness.<\/p>\n\n\n\n

And, a\nfinal remark, Oracle and Amazon are competitors, but the presenter gave a hint\nto think about which messenger to support. Everybody might be aware of Alexa,\nbut tremendously more customers use WhatsApp or the Facebook Messenger. However,\nit is also clear that the companies are quite reluctant to invest in chatbot\ntechnologies, otherwise, they would not have advertised that they are open for\nco-innovation in this area.<\/p>\n\n\n\n

By the way, the next and final article about the Oracle Openworld 2020 London will be a collection of various smaller topics in the area of human-computer interactions \u2026<\/p>\n\n\n\n

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Twitter wall, Oracle Openworld, 2020, London<\/figcaption><\/figure>\n\n\n\n

All my Oracle Openworld London 2020 articles:<\/p>\n\n\n\n