Tag Archives: self-service

I have discussed chatbots at length in my earlier posts (see Chatbots are coming your way: Start moving now!, Chatbots for wealth management, trade execution, and portfolio management? Yes, please!, Why (chat)bots are so exciting?, and Chatbots: The future of customer service?). There is no lack of pretty good commentary and viewpoints when it comes to chatbots, and various chatbot platforms have spawned in Europe, US, and Asia-Pacific. As I have argued in my earlier article around a week ago, Facebook has played a prominent role in the emergence of chatbots. There have been some news that Facebook has recently decided to scale down their initial plans in regards to chatbots as chatbots are not living up to initial expectations. Nonetheless, it has been remarkable that tens of thousands of chatbots have been created on the top of Messenger, and Facebook has allowed aspiring chatbot designers to experiment with a variety of…

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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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In my earlier posts, I barely scratched the surface of chatbot revolution in customer service. There are ultimately various reasons why chatbots have become to dominate the discussion on the future of customer service, and why engaging the revolution of conversational user interfaces is so important. Customer service, per definition, requires one to assume a generalist role in the organizational matrix, i.e. it’s not just about receiving inputs and generating outputs based on logically construed rules but rather it requires one to be able to offer service (not a service). It’s no wonder that customer service roles are often perceived as stressful, and of course, different client-facing service positions require a different set of personal and organizational measures to prevent excess stress (Sidle 2004; St-Vincent, Denis, Imbeau & Trudeau 2006; Julian 2008). As a 2005 study published by British scientists points out, “Of the 26 occupations included in the research, … customer services…

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