When assessing the marketing automation in businesses, I often get asked the question: Shall we implement a chatbot? The answer I have, is that in an omni-channel digital world – Yes! But to help explain this in more detail, I will draw on a few things market leading solutions are doing right and then you can make your choice from there. Gartner research is convinced that modern workers will embrace chatbots – and that by 2020 more than 50% of SME’s would have deployed it. Think of "Omni-channel, CRM and Social Apps" and then imagine a high degree of automation all in one place!
Because we’re suddenly talking about it, people seem to think that chatbots are a new phenomenon. But as Avi Ben Ezra, the CTO of the biggest chatbot movement in Israel said: “What is new however, are the capabilities enabled by artificial intelligence – and the social chat apps that makes chatbots so much more attractive, like WeChat, Whatsapp and Messanger. It goes without saying that the ability to select and evaluate these solutions on an open marketplace is not just new, but highly disruptive".
The latter part of his statement is where multi-channel comes in. These social chat apps are more than just a communication channel – since they can take payments, make bookings and so forth. In fact, as their abilities improve, so does it raise the attractiveness to use them as channels in a business.
I could honestly not make a blanket recommendation due to the varying needs of different industries. However, any CTO should think about the simplest solution to tap into the most advanced capabilities. In CTO language, just think of Wordpress and Drupal – with all the various themes you can buy on the market. These open source solutions save us up to 3000% when compared to technical development costs when re-inventing the wheel.
Chatbots are no different: Today, there are marketplaces where you can find a chatbot solution for your industry. Buy it and sign up to a good chatbot platform – then simply deploy an off the shelve solution.