Saturday, August 18, 2018
CX Tech

The Race to Build the Best Chatbot

Alex Dombroski
February 12, 2018

2 minute read

Empathy, trust, and warmth are not terms typically associated with machines, yet early adopters are already starting to embrace the realization that a shift in engagement is coming.

Gartner recently placed “AI Everywhere” at the head of its list of Top Trends in the Gartner Hype Cycle for Emerging Technologies. Gartner predicts key elements of AI are poised to explode in two to five years with categories like machine learning, deep learning, and cognitive expert advisors leading the charge.

Chatbots, in particular, present an exciting use case for artificial intelligence. Today, the application of machine learning in chatbots is the exception rather than the norm. Most chatbots use a form of natural language recognition to guide interactions with users – answers are provided from a static list of acceptable responses. Despite that limitation, there are some standouts.

Iterations of the most innovative chatbots show a promising future, growing closer to empathetic, warm interactions. Here are three examples of contenders in the race to build the best chatbot.

Lionsgate

Lionsgate implemented a successful chatbot to immerse users in engagement as part of the promotion of recently released Power Rangers movie. Through conversations with Alpha 5, the Power Rangers’ robot assistant, fans unlocked exclusive content and honed their Power Rangers’ expertise. Evan Fisk, Lionsgate VP of Marketing, expressed enthusiasm in the results of the Alpha 5 bot via Forbes: “The bot had hundreds of thousands of conversations and users spent an average of five to seven minutes talking to Alpha 5.”

Power rangers chatbot

Example interaction with Alpha 5

roof.ai

Think chatbots are exclusively a B2C tool? Think again. Bots are already enhancing sales productivity by managing lead generation and lead assignment. roof.ai is a bot that helps real estate marketers identify potential leads via the Facebook Messenger app, collect qualifying information, and then automatically route the lead appropriately based on answers provided by a buyer or seller.

Meekan for Slack

There are innumerable areas where automation can streamline the experience for sales and customers alike. Ask any sales person and they will tell you that the seemingly simple task of managing calendars can turn into a huge time suck.

Meekan provides a solution. It’s is a bot for Slack that allows users to schedule or update meetings across calendars, across platforms, using natural, conversational language. Need to find an opening that works for a team of internal and external project stakeholders using a variety of calendaring options (iCloud, Google, Office365)? Meekan is your solution. Just tell Meekan what you want to do and who to invite. It will offer a list of options that work for everyone.

While these early examples certainly hint at some exciting changes, it is not where the story ends. There is more to come in the world of chatbots.

Alex Dombroski
Alex Dombroski
Alex Dombroski is a 16-year veteran of sales, marketing, and change management strategy across B2B & B2C industries. In his current role as Customer Experience Strategist at Oracle, Alex works with organizations to optimize customer engagement process, enhance their ability to deliver positive omnichannel experiences at all stages of the customer lifecycle, and deliver mutual value for the end consumer and business alike.
SmarterCX.com by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.
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