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Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
The Conversational Commerce Platform
Hi! I would like to buy a bluetooth
speaker. Can you give me some
advice?
Under £100 if it's possible.
No problem! Let me have a look at our
products. I'll come back to you in a few
minutes.
"I'm looking for a
bluetooth speaker"
"I’m a high-tech expert,
available to help you"
Hi! There is a wide variety of products
and price ranges. What's your budget?
THE FULL STACK CONVERSATIONAL COMMERCE PLATFORM
SALES FORCE ANSWERS
ENGAGEMENT TECHNOLOGY
+2500 BRANDS IN +40 COUNTRIES
6 YEARS - LONDON . DÜSSELDORF . MADRID . MILAN . NANTES - 200 TALENTS - - FAST 50
ENERGY
SERVICES TRAVEL
TELECOM
FINANCERETAIL INSURANCE
LUXURY
AUTO
COMMENT LES CHATBOTS VONT
TRANSFORMER L’EXPERIENCE CLIENT
MENU
Commerce Conversationnel et Chatbot : La tendance 2017
Avantages et limites des chatbots dans votre service client
Les bonnes pratiques pour intégrer un chabot
Bots & Service Client : Comment iAdvize répond à vos attentes
Questions
1
2
3
4
5
Confidential
COMMERCE CONVERSATIONNEL ET CHATBOT :
La tendance 2017
Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
image d’un personnage sur son téléphoneTAUX DE CONVERSION
COMMERCE TRADITIONNEL : 20 À 30%
E-COMMERCE : ENTRE 2 ET 3%
image d’un personnage sur son téléphone
LE COMMERCE
CONVERSATIONNEL FAIT
DE LA CONVERSATION ENTRE
LA MARQUE ET SON CLIENT
LE CŒUR DU PARCOURS
D’ACHAT EN LIGNE.
MESSAGING GROWTH ON WEBSITE

OVER THE NEXT TWO YEARS
GARTNER
+ 500 %
www
Confidential
LE MESSAGING EST LA NOUVELLE FAÇON DE COMMUNIQUER
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4Q
11
1Q
12
2Q
123Q
124Q
121Q
132Q
133Q
134Q
131Q
142Q
143Q
144Q
141Q
152Q
153Q
15BI INTELLIGENCE
Millions
4B MAU
Confidential
Baron Concors, Pizza Hut
If people are spending most
of their time in messaging applications,
brands have to think about how to meet
people where they are.
Confidential
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
SIMPLE EFFICACEUNIVERSEL
LES 3 ENJEUX MAJEURS

DU COMMERCE CONVERSATIONNEL
L’UBIQUITÉ LES COÛTS LA QUALITÉ
Confidential
#BOTS
Des applications destinées à
automatiser des tâches
ou simuler des conversations.
Confidential
Confidential
1960 1997 2010 2015
Eliza Clippy de
Microsoft
Agent virtuels
sur le web
Assistants
personnels
Confidential
Progrès
techniques
NLP & AI, APIs
LES BOTS SONT PLUS INTELLIGENTS
Les grands acteurs du
web travaillent sur
l’automatisation des
conversations
Confidential
Tout le monde peut
créer un bot
Les plateformes se
sont ouvertes aux
développeurs
L’OUVERTURE DES PLATEFORMES DE MESSAGING
AUX MARQUES ET AUX BOTS
Confidential
L’ENGOUEMENT DES PLATEFORMES DE MESSAGING POUR LES BOTS
Lancement de la plateforme Messenger = 30.000 bots
Confidential
Fun & Entertainment & Games
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
Services & Commerce
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
1800Flowers on Messenger
Poncho on Messenger
Uberbot on messenger
more on botlist.co
Confidential
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
Lancement de la plateforme Messenger = 30.000 bots
Fun & Entertainment & Games
40%
DES INTERACTIONS MOBILES SERONT PRISES EN CHARGE
PAR DES BOTS D’ICI 2020
GARTNER
AVANTAGES ET LIMITES
Confidential
Confidential
LES BOTS REPRÉSENTENT LE FANTASME
DU SERVICE CLIENT AUTOMATISÉ
Confidential
AVANTAGES
- 24/7
- Temps réel/ Instantanéité
- Toujours accueillant et serviable
- Gratuit
UTILISATEURS
- Peu couteux
- Générer plus de contacts
- Laisser les conseillers traiter les
contacts à forte valeur ajoutée
MARQUE
Confidential
ATTENTION !
Les bots ne sont pas la solution à tout !
Confidential
QUELQUES ÉCHECS RETENTISSANTS !
Confidential
QUELQUES ÉCHECS RETENTISSANTS !
Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]
Confidential
Une mauvaise experience peut créer de la
frustration et avoir

un sérieux impact négatif sur la marque
BONNES PRATIQUES
Confidential
Confidential
UN CHATBOT…
POURQUOI ?
Bot! Search for Sushi near me.
What do you have in mind ?
Sushi Res.
Salmon nigiri sushi
39$
Confidential
1. DÉFINISSEZ DES TÂCHES
ET DES OBJECTIFS PRÉCIS
POUR VOTRE BOT
Bot! Search for Sushi near me.
What do you have in mind ?
Sushi Res.
Salmon nigiri sushi
39$
Confidential
UN CHATBOT…
OÙ ?
Confidential
2. ADRESSEZ-VOUS
À VOS CLIENTS
LÀ OÙ ILS SONT
Confidential
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
JUSQU’OÙ PEUT ALLER VOTRE BOT ?
Confidential
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
DO NOT CROSS
3. PRÉVOIR UNE SOLUTION
D’ESCALADE VERS L’HUMAIN
Confidential
QUELLES SONT VOS RESSOURCES ?
Confidential
4. NE SOUS-ESTIMEZ PAS LE SUIVI
À APPORTER AU PROJET
Confidential
@cooktoys Hello there, I have
a question regarding one of
your blender. Can you help
me please?
@medina Hello Alvin:)
What type of blender do
you want ? We have a lot
of brands.
5. RESTEZ RAISONNABLES
BOTS ET SERVICE CLIENT :
Comment iAdvize répond à vos attentes
Confidential
RÉTABLIR LE COMMERCE CONVERSATIONNEL
Bonjour ! Comment puis-je vous
aider ?
machine VS human
+ M achineH uman M achine>
Escalade vers des
opérateurs humains
VOTRE BOT EXISTE
TÂCHES SIMPLES
QUALIFIER UNE DISCUSSION
GUIDER LES UTILISATEURS
IADVIZE
BOT BUILDER
VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE
Escalade vers des
opérateurs humains
Engagement People Reports Apps
Management Content Animation Recruitment Objectives
Chat
Users list
User role
Bot’s name
Bot’s name
- Scenario
+ Communication settings
+ Expertise settings
+ Localization settings
Create a new account
Add a userCancel
Agent Manager Administrator BotExpert
Welcome message
Hello there!
Edit scenario
Quit editing Save
2
Ask a question
Ok, let’s see, what do you want to do?
Know more about the methods
Talk to someone
Start a conversation
Send a text
I’m going to guide you on the website
Ask a question
Can you give me your client number
please?
Save answer to custom data
Ask a question
Noted! On which topic do you need
help?
Refund
Shipping
Payment
Transfer to a distribution rule
Transfer to “Distribution rule name”
Send a message
Shipping usually takes 2 to 5 days. If
you order seems stuck, please contact
us at contact@cooktoys.com
Bot editor
Preview
Welcome to the
iAdvize preview bot!
Start chatting
End a conversation
Send a text
Ask a question
Transfer to a bot
Transfer to a distribution rule
Cards components
Start a conversation
Send a message
Shipping usually takes 2 to 5 days. If
you order seems stuck, please contact
us at contact@cooktoys.com
Transfer to a distribution rule
Transfer to “Distribution rule name”
TÂCHES SIMPLES
QUALIFIER UNE DISCUSSION
GUIDER LES UTILISATEURS
BOTS DE CONTENUS
BOTS COMMERCIAUX
TÂCHES COMPLEXES
PARTENAIRESIADVIZE
BOT BUILDER
VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE
Escalade vers des
opérateurs humains
WHY TO CHOOSE IADVIZE?
CIBLER ESCALADER MESURER
www
UNIFIER
QUESTIONS
Confidential
Confidential
THANKS!
THE CONVERSATIONAL COMMERCE PLATFORM
CONVERSATIONAL BOTS

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Chatbots & expérience client : comment les chatbots transforment l'expérience client ? [webinar iAdvize]

  • 2. The Conversational Commerce Platform Hi! I would like to buy a bluetooth speaker. Can you give me some advice? Under £100 if it's possible. No problem! Let me have a look at our products. I'll come back to you in a few minutes. "I'm looking for a bluetooth speaker" "I’m a high-tech expert, available to help you" Hi! There is a wide variety of products and price ranges. What's your budget?
  • 3. THE FULL STACK CONVERSATIONAL COMMERCE PLATFORM SALES FORCE ANSWERS ENGAGEMENT TECHNOLOGY
  • 4. +2500 BRANDS IN +40 COUNTRIES 6 YEARS - LONDON . DÜSSELDORF . MADRID . MILAN . NANTES - 200 TALENTS - - FAST 50 ENERGY SERVICES TRAVEL TELECOM FINANCERETAIL INSURANCE LUXURY AUTO
  • 5. COMMENT LES CHATBOTS VONT TRANSFORMER L’EXPERIENCE CLIENT
  • 6. MENU Commerce Conversationnel et Chatbot : La tendance 2017 Avantages et limites des chatbots dans votre service client Les bonnes pratiques pour intégrer un chabot Bots & Service Client : Comment iAdvize répond à vos attentes Questions 1 2 3 4 5
  • 7. Confidential COMMERCE CONVERSATIONNEL ET CHATBOT : La tendance 2017
  • 9. image d’un personnage sur son téléphoneTAUX DE CONVERSION COMMERCE TRADITIONNEL : 20 À 30% E-COMMERCE : ENTRE 2 ET 3%
  • 10. image d’un personnage sur son téléphone LE COMMERCE CONVERSATIONNEL FAIT DE LA CONVERSATION ENTRE LA MARQUE ET SON CLIENT LE CŒUR DU PARCOURS D’ACHAT EN LIGNE.
  • 11. MESSAGING GROWTH ON WEBSITE
 OVER THE NEXT TWO YEARS GARTNER + 500 % www
  • 12. Confidential LE MESSAGING EST LA NOUVELLE FAÇON DE COMMUNIQUER 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4Q 11 1Q 12 2Q 123Q 124Q 121Q 132Q 133Q 134Q 131Q 142Q 143Q 144Q 141Q 152Q 153Q 15BI INTELLIGENCE Millions 4B MAU
  • 13. Confidential Baron Concors, Pizza Hut If people are spending most of their time in messaging applications, brands have to think about how to meet people where they are.
  • 14. Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. SIMPLE EFFICACEUNIVERSEL
  • 15. LES 3 ENJEUX MAJEURS
 DU COMMERCE CONVERSATIONNEL L’UBIQUITÉ LES COÛTS LA QUALITÉ
  • 17. Des applications destinées à automatiser des tâches ou simuler des conversations. Confidential
  • 18. Confidential 1960 1997 2010 2015 Eliza Clippy de Microsoft Agent virtuels sur le web Assistants personnels
  • 19. Confidential Progrès techniques NLP & AI, APIs LES BOTS SONT PLUS INTELLIGENTS Les grands acteurs du web travaillent sur l’automatisation des conversations
  • 20. Confidential Tout le monde peut créer un bot Les plateformes se sont ouvertes aux développeurs L’OUVERTURE DES PLATEFORMES DE MESSAGING AUX MARQUES ET AUX BOTS
  • 21. Confidential L’ENGOUEMENT DES PLATEFORMES DE MESSAGING POUR LES BOTS
  • 22. Lancement de la plateforme Messenger = 30.000 bots Confidential Fun & Entertainment & Games @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands.
  • 23. Services & Commerce @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. 1800Flowers on Messenger Poncho on Messenger Uberbot on messenger more on botlist.co Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. Lancement de la plateforme Messenger = 30.000 bots Fun & Entertainment & Games
  • 24. 40% DES INTERACTIONS MOBILES SERONT PRISES EN CHARGE PAR DES BOTS D’ICI 2020 GARTNER
  • 26. Confidential LES BOTS REPRÉSENTENT LE FANTASME DU SERVICE CLIENT AUTOMATISÉ
  • 27. Confidential AVANTAGES - 24/7 - Temps réel/ Instantanéité - Toujours accueillant et serviable - Gratuit UTILISATEURS - Peu couteux - Générer plus de contacts - Laisser les conseillers traiter les contacts à forte valeur ajoutée MARQUE
  • 28. Confidential ATTENTION ! Les bots ne sont pas la solution à tout !
  • 32. Confidential Une mauvaise experience peut créer de la frustration et avoir
 un sérieux impact négatif sur la marque
  • 34. Confidential UN CHATBOT… POURQUOI ? Bot! Search for Sushi near me. What do you have in mind ? Sushi Res. Salmon nigiri sushi 39$
  • 35. Confidential 1. DÉFINISSEZ DES TÂCHES ET DES OBJECTIFS PRÉCIS POUR VOTRE BOT Bot! Search for Sushi near me. What do you have in mind ? Sushi Res. Salmon nigiri sushi 39$
  • 37. Confidential 2. ADRESSEZ-VOUS À VOS CLIENTS LÀ OÙ ILS SONT
  • 38. Confidential DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS JUSQU’OÙ PEUT ALLER VOTRE BOT ?
  • 39. Confidential DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS DO NOT CROSS 3. PRÉVOIR UNE SOLUTION D’ESCALADE VERS L’HUMAIN
  • 41. Confidential 4. NE SOUS-ESTIMEZ PAS LE SUIVI À APPORTER AU PROJET
  • 42. Confidential @cooktoys Hello there, I have a question regarding one of your blender. Can you help me please? @medina Hello Alvin:) What type of blender do you want ? We have a lot of brands. 5. RESTEZ RAISONNABLES
  • 43. BOTS ET SERVICE CLIENT : Comment iAdvize répond à vos attentes Confidential
  • 44. RÉTABLIR LE COMMERCE CONVERSATIONNEL Bonjour ! Comment puis-je vous aider ?
  • 46. + M achineH uman M achine>
  • 47. Escalade vers des opérateurs humains VOTRE BOT EXISTE
  • 48. TÂCHES SIMPLES QUALIFIER UNE DISCUSSION GUIDER LES UTILISATEURS IADVIZE BOT BUILDER VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE Escalade vers des opérateurs humains
  • 49. Engagement People Reports Apps Management Content Animation Recruitment Objectives Chat Users list User role Bot’s name Bot’s name - Scenario + Communication settings + Expertise settings + Localization settings Create a new account Add a userCancel Agent Manager Administrator BotExpert Welcome message Hello there! Edit scenario Quit editing Save 2 Ask a question Ok, let’s see, what do you want to do? Know more about the methods Talk to someone Start a conversation Send a text I’m going to guide you on the website Ask a question Can you give me your client number please? Save answer to custom data Ask a question Noted! On which topic do you need help? Refund Shipping Payment Transfer to a distribution rule Transfer to “Distribution rule name” Send a message Shipping usually takes 2 to 5 days. If you order seems stuck, please contact us at contact@cooktoys.com Bot editor Preview Welcome to the iAdvize preview bot! Start chatting End a conversation Send a text Ask a question Transfer to a bot Transfer to a distribution rule Cards components Start a conversation Send a message Shipping usually takes 2 to 5 days. If you order seems stuck, please contact us at contact@cooktoys.com Transfer to a distribution rule Transfer to “Distribution rule name”
  • 50. TÂCHES SIMPLES QUALIFIER UNE DISCUSSION GUIDER LES UTILISATEURS BOTS DE CONTENUS BOTS COMMERCIAUX TÂCHES COMPLEXES PARTENAIRESIADVIZE BOT BUILDER VOUS SOUHAITEZ CREER VOTRE BOTVOTRE BOT EXISTE Escalade vers des opérateurs humains
  • 51. WHY TO CHOOSE IADVIZE? CIBLER ESCALADER MESURER www UNIFIER
  • 54. THE CONVERSATIONAL COMMERCE PLATFORM CONVERSATIONAL BOTS