It’s time to draw conclusions on chatBOTs looking at the last year of Eudata, which made a lot of investments in this field.
We implemented our solutions by dealing with the market: there are a lot of strengths on which focus our future strategy that emerged.
Development platforms are the solutions that win. If we focus on the front end and pura UX, functional scalability cannot be guaranteed. This is a pivotal parameter required by the market. Having a platform available allows to implement quality services based on the use of informative back ends, on automatic adaptation to front end and on service centralization.
Another essential parameter is the ability of the vendor to analyze customers’ needs, using a methodological approach that aims to ensure the project success. The platform should allow the implementation of the result of the analysts’ work, i.e type of service, brand image and UX. For Eudata, allocating appropriate time to analysis is fundamental in the realization of the services that can give value and ROI.
All these aspects turned into numbers, which make the difference. Eudata is going to manage more than 200.000 sessions per month which are developed on its own platform Convy. 83% of these sessions are managed autonomously by Convy using the Full BOT. Compared to the market, this is a remarkable figure. Services that produce the highest volume are those related to customer services (VCA, virtual customer assistant). However, there is an increase in services that address internal staff (VEA, virtual employee assistant). In large businesses, contacts for the management of large operations as utilities, creation of expense reports or process automation (e.g. procurement process) generate time and money saving and make services available 24 hours a day.
Thanks to their immediacy, speed and touchpoint availability, services provided by the BOTs are far more associated to the improvement of the customer experience. We are noticing a differentiation on the channels used by the clients. Depending on the type of service and segment, channels can change in a significant way. Despite the race to the VoiceBOTs seems to slow down, I think only temporarily, mobile or website chat channels remain the most popular. Next to these channels, the world of conversational interface is growing (Messenger, WhatsAPP, Telegram,etc. ). In particular, thanks to the comprehensiveness of the experience that can provide, Messenger seems to be the most used channel nowadays. Telegram grows, especially for internal use, while everyone is waiting for the position of Facebook on the opening of Whatsapp’s APIs. Despite it having been announced, especially in Italy it is not growing fast.
In terms of volumes and different uses, the market growth is stable. This makes difficult for those who want to use the different kinds of platforms choosing where to start. The different choices that have to be tackled can work as a deterrent, because they don’t allow us to assess risks and values and block a project at the beginning. Considering this evidence and aiming to help our customers, we decided to launch the project “MVP in a day”, that gives the chance to use our analysts and specialist for one day and design a functioning and demonstrable chatBOT.
CEO and partner Eudata