Hello Optimist People!
We are back again with KaMIST! Every week on Thursday we’re going to give you an insight about marketing.
[ The Future of The Bots : Tokopedia’s Chatbot ]
Today, almost everything is going digital. Nearly everything is becoming automated, which makes businesses implement more in technology. One of their innovations in technology is a chatbot, an artificial intelligence technology, that have the smart technology needed to assemble data, analyze it, and then make informed decisions based on it.
The goal of every business’s marketing is to figure out a way to personalize a product, service, or experience for every unique customer, as like what Tokopedia wants to be. Chatbots are useful for almost all business tasks, such as customer service, provide better sales and marketing, etc. Tokopedia started off with a chatbot that answers to frequently asked questions automatically in early 2018, but many consumers weren’t satisfied with the replies it provided. The chatbot was failed as nobody used it and it took Tokopedia six months to roll out a chatbot that is good enough for the common.
Tokopedia improves the quality of their chatbot, by finding out what people are looking for a chatbot that is conversational and communicates more like how a human would. The chatbot should also be user-friendly, so customers know how to use it without any onboarding. Today, Tokopedia’s chatbot is able to do small talks, as well as up-sell products personalized based on queries. It currently completes 55% of Tokopedia’s inquiries, and is now the first point of contact on its mobile app, followed by live chats and it also increased efficiency, saving the company millions of dollars.
Tokopedia also said that artificial intelligence like chatbot helps a lot in their business. The high scalability of chatbots enables them to begin a conversation with website users and segregate interested users. With time and technology flowing smoothly, some chatbots have especially been targeted at sales enablement. These gather and store customer information over time and automate information transmission to sales teams for closing the deals.
Wanna get more insight on marketing? Tune in every Thursday for more KaMIST!
You can reach us at:
Facebook: MIST FEB UI
LinkedIn: MIST FEB UI