Tag Archives: chatbot

There has been a lot of interesting discussion on how bots, and especially chatbots, could redefine the future of customer service and customer experience. The rise of bots has been exceptionally fast, and Facebook played a significant role in the chatbot revolution when they announced in April 2016 that Facebook Messenger platform supports chatbots – the number of chatbots on Facebook Messenger has been growing fast. We have been living in the world of (chat)bots for a couple of years now, and Facebook’s adoption of chatbots has been a significant landmark in the more general adoption of bots. There has already been some evidence that chatbots are gaining legitimacy amongst consumers. According to Aspect Software Research’s report published last year, “44% said that if a company could get the experience right, they would prefer to use a chatbot or automated experience for CRM.” This discussion has been, of course, promoted mainly by those…

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Chatbots are gaining some momentum in the financial services industry in Finland. OP Financial Group has been at the forefront of launching a relatively large amount of experiments. Other Finnish banks and financial institutions have been rather passive but at the moment OP Financial Group is setting the bar quite high. Kotipizza’s collaboration with OP Financial Group is an example of a transactional chatbot for ordering food (simply order through Facebook Messenger and pay with Pivo app), last year OP’s Pivo Penni (a chatbot for students) turned out to be a short-lived test, and in addition OP launched an invite-only financial management chatbot Pivo Alfred (spending analysis) last December. Unfortunately, there has been no further news about S-Bank’s collaborative chatbot project since last year. In the US, many banks and other financial institutions have already deployed chatbots. As many commentators have already pointed out previously, there are various forms of chatbots ranging from customer service,…

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