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Chatbot Builder Our newest scalable solution for more efficient, cost-effective digital customer service


Current State of Adoption Only 4% of companies have chatbots.

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Despite the hype, few in the fortune 500 make use of Facebook Messenger efficiently for customer service

However 31% are piloting or plan to do so – the target market is smaller than the hype.

9%

Adoption of human-fueled chat services is still higher, with 17% saying they’re using Messenger for customer service.

19%

have a chatbot

companies didn’t respond

42% don’t have a Messenger presence

30% of companies have a human responder


Chatbots in numbers

3

4 minutes +

$0.70

11 000 Chatbots

$174 Billion

Average time saving per chatbot enquiry when compared with traditional call centres.

Average cost saved per chatbot interaction in 2022, for messaging based banking bots.

FB messenger now has over 11 000 operating chatbots.

Chatbots could save $174 Billion across Insurance, Financial Services, Sales, and Customer Service (in 2016).

Source: juniperresearch.com venturebeat.com oracle.com


Learnings from current breed of Chatbots Simple chatbots work well: narrow set of potential responses and commands works best. DoNotPay, a chatbot that contests New York parking tickets, has provided guidance to users in 250,000 cases with a 64% success rate.

Source: venturebeat.com

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Learnings from current breed of Chatbots

MasterCard Chatbot Masterpass - enabled bots have a wide variety of applications – from restaurants to retail – making conversational commerce frictionless, while delivering a more personalised experience.

Source: mastercard.com

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Symbioses of Chatbots and human agents drives value

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Save Money

Deflect customers from expensive live agent support through successful self-service with the chatbot

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Save Time Reduce the average response time of agent support by managing some of the routine conversation in the chatbot.

Learn About Customers Use existing contact center agents and logs of historical customer service interactions to gather data by chatbots.

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Communicate Better Expand self-service to emerging channels to be available, contactable, and reachable 24 hours a day, 7 days a week.

Increase Revenue Drive new revenue through improved online conversion.

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Complex solution with easy integration

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Integrations Service Solution

Integrate easily with CRM and other contact-center systems, including:

Product Solution Technical Solution

Brand Embassy Dev Team The Brand Embassy Dev Team develops all products in-house, allowing for swifter integration and better customer service


Features and Benefits Core Features

Key Benefit

Build your own chatbot with easy to use CMS

Speed and flexibility – build and maintain your own Chatbot workflows

Automate FAQs (workflows / automated answers)

Solve simple cases entirely through Chatbots, allowing human agents to focus on high-value cases

Promote your special campaigns

Introduce service-to-sales into digital direct messaging channel and integrate with CRM

Handover efficiently the communication between agent and chatbot

Single platform allowing for seamless case management

Scheduling chatbot

People hate to wait. Chatbot can be available for help 24/7

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Chatbot Use Cases

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Different types of chatbots exist with varying goals. BE chatbot is a good potential ‘fit’ in a number of use cathegories Brand Embassy’s chatbot solution enables us to: 1.

Information Delivery

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Information Gathering

3.

Basic Commerce

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Agent escalation

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Customer Service


Use Case 1

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Information delivery & troubleshooting Automization of frequently asked questions based on keywords; for instance, “network outage”. The customer asks a question containing keyword ‘outage’. The system identifies the keyword and launches the pre-defined ‘outages’ chatbot workflow, providing basic information about the outage + expected resolution time.

Benefits Identifying trending topics and managing the expected spike in inquiries


Use Case 2

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Data gathering Simple agent work - gather info on the client

I would like to ask you just a few more questions so your problem can be handled much faster.

Add Variation

WELCOME FLOWS

Welcome

Benefits Deliver personalized content, based on multiple quick answers which your chatbot will have memorized.

Offer — Q1 New Flow

Add button

D

I would like to ask you just a few more questions so your problem can be handled much faster.

Add Variation

Add flow

What is your name?

Add button

Add Variation

STORE FINDER

Quick replies

What is your name?

Add Variation

Add button

Warranty claim Newest offers

Add button

Add flow Store customer’s message as a variable

What is your address, %name%?

name

Store customer’s message as a variable

name

Add Variation

What is your address, %name%?

Add button

Add Variation

Add button Store customer’s message as a variable

address

Add folder

Store customer’s message as a variable

address


Use Case 3

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Basic commerce and promotions Ability to program in a default Promotions workflow, to push new products or services. The customer starts by selecting the option to display ‘offers for me’. The chatbot serves the customers a gallery of NBO / products, with a Call 2 Action and contact form gathering details.

WELCOME FLOWS

Welcome Offer — Q1 New Flow

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Awesome pick. Choose the phone of your dreams and I will connect our sales representative.

Add flow

Add button

STORE FINDER

Quick replies Warranty claim Newest offers

Add Variation

Awesome pick. Choose the phone of your dreams and I will connect our sales representative.

Add Variation

Add flow

Add button

Add item

Samsung Galaxy S8

Google Pixel

description — optional

description — optional

Buy Handover to sales

Add folder

LG G5

Benefits

description — optional

Buy

Buy

Handover to sales

Handover to sales

Samsung Galaxy S8

Google Pixel

LG G5

description — optional

description — optional

description — optional

Buy Handover to sales

Buy Handover to sales

Buy Handover to sales

Initiate service-to-sales from within any digital channel, and ability to tie in to CRM to customize offers. (will be in V1)


Use Case 4

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Agent escalation The customer does not pick any of the chatbot workflows, or is not satisfied with chatbot answers, and requests to ‘talk with agent’. The conversation is seamlessly transferred to the best-suited agent within the Brand Embassy workflow.

I am connecting you to one of our sales representative. Add button

WELCOME FLOWS

Welcome Offer — Q1

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I am connecting you to one of our sales representative.

New Flow

Add Variation

While you are waiting here is a random photo of a kitty for you :)

Add button

Add flow STORE FINDER

Quick replies

Add button While you are waiting here is a random photo of a kitty for you :)

Warranty claim

Add Variation

Add button

Newest offers Add flow

Benefits In the cases where the chatbot is not able to satisfy the customer, a human agent is on-hand to take over.

Add Variation

Cat-1.png Replace

Remove

Cat-1.png Handover to Agent

Replace

Remove

Add folder

Handover to Agent

Add Variation


Use Case 5

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Support WELCOME FLOWS

Welcome Offer — Q1 New Flow Add flow STORE FINDER

Quick replies

D

Add Variation

What is your issue, that I can help you with today? Setup roaming

https://support.t-mobile.com/docs/DOC-2500

Claim refund

https://support.t-mobile.com/docs/DOC-1500

Connect me with agent

Handover to agent

Warranty claim Newest offers Add flow

What is your issue, that I can help you with today? Setup roaming

https://support.t-mobile.com/docs/DOC-2500

Claim refund

https://support.t-mobile.com/docs/DOC-1500

Connect me with agent Add folder

Add Variation

Handover to agent

Alternatively, the customer can select ‘Help & Support’, and be guided through a series of options (Billing vs Guides vs Troubleshoot etc), to find the correct piece of knowledge to help them solve their issue without the need for human intervention.

Benefits Ability to program and amend workflows to perfectly suit their business.


Chatbot Thank you Builder 15

Chatbot Builder  

Pptx presentation of the Chatbot Builder

Chatbot Builder  

Pptx presentation of the Chatbot Builder

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