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At least 95% of business professionals according to Forester have stated that utilizing chatbot to gather customer transactional history through live customer interactions is very important. Customer-facing tools like websites have been gathering and tracking customer traffic and performing search engine optimization (SEO) to stay “top of mind” for many years.

The hope is that chatbots will gather immediate real time “buying” habits supplying data to a backend analytics engine that can offer suggestions and increase sales. Ultimate, the view is that a customer may answer chatbots more easily than real customer service people when requested for personal data. Is talking to a personal machine easier then to a person? Many customers have said that they answer without thinking because it is less personal talking to a machine. We opt-in without thinking. Why not chat with a bot without thinking?

Chatbots are permeating our lives behind the scenes

Currently, chatbots are fairly limited and do a great job of answering pre-defined Frequently Asked Questions (FAQs).  The hope is that chatbots can respond in a personal way by understanding personal context through conversational dialog and respond in kind. Beyond that, chatbots should immediately identify the name and any opt-in information without having to ask. As soon as the customer opens the door to the website, the chatbot should be able to reach out in conversation following, watching, asking questions and offering additional information as they traverse the website. This is somewhat successful but for many financial institution executives not yet as capable as they would like. The same view is shared by their customers.

At least 95% of business professionals according to Forester have stated that utilizing chatbot to gather customer transactional history through live customer interactions is very important. Customer-facing tools like websites have been gathering and tracking customer traffic and performing search engine optimization (SEO) to stay “top of mind” for many years.

The hope is that chatbots will gather immediate real time “buying” habits supplying data to a backend analytics engine that can offer suggestions and increase sales. Ultimate, the view is that a customer may answer chatbots more easily than real customer service people when requested for personal data. Is talking to a personal machine easier then to a person? Many customers have said that they answer without thinking because it is less personal talking to a machine. We opt-in without thinking. Why not chat with a bot without thinking?

Chatbots are permeating our lives behind the scenes

Currently, chatbots are fairly limited and do a great job of answering pre-defined Frequently Asked Questions (FAQs).  The hope is that chatbots can respond in a personal way by understanding personal context through conversational dialog and respond in kind. Beyond that, chatbots should immediately identify the name and any opt-in information without having to ask. As soon as the customer opens the door to the website, the chatbot should be able to reach out in conversation following, watching, asking questions and offering additional information as they traverse the website. This is somewhat successful but for many financial institution executives not yet as capable as they would like. The same view is shared by their customers.

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