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Big Ideas

You Don’t Need An App for That

By | Apps, Automation, Benefits, Big Ideas, Bots, Communication, ITR, Mobile, Mobile Payments, Texting | No Comments

In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need An App For That. Business leaders, innovators and experience designers would soon realize how profound this TED talk was to the rest of the world. Shapshak’s astute observations and message to the rest of the world was years ahead of a revolution that Forbes would call “the new way we’ll be interacting with computers.”

Toby’s 2013 Ted talk touted that “while the rest of the world is updating statuses and playing games on smartphones, Africa is developing useful SMS-based solutions to everyday needs”. Since 2013 his TED talk has been viewed 1,438,046 times as of July 19, 2016.

Fast forward a couple of years and we see more apps than anyone knows what to do with, as well as a notable decrease in usage and app-downloads. This has businesses confused and frustrated. Meanwhile, around the world, messaging (SMS and the ever-encroaching uptake of IP messaging – Facebook Messenger, Spark, Slack, Kik, SnapChat, etc) is by far the most used function or app on mobile phones – smart phone or not.

2016 brought a wave of new businesses and products that fall into the category of bots; chat bots, messaging-bots, conversational-bots, “invisible apps” or “conversational commerce”. Messaging-bots are popping up for everything, increasingly displacing mobile-apps. New bots are being brought to life daily by startups and household brands alike. Whether the experiences are where they need to be or not, bots existing today which allow you to order a pizza, make a payment, read the news, be reminded of an appointment or even make an appointment. Even city and county municipalities are seeing the value, for example, Washington DC uses a bot for their 311-public services hotline.

Silicon Valley and other capital ventures hubs around the world have already backed several startups that leverage, if not rely entirely on, bots. Benedict Evans, Partner at the Venture Capital Firm, Andreessen Horowitz (‘a16z‘) tweeted “I genuinely can’t remember the last time a concept blew up as quickly as bots”.

For years, I’ve been part of a business that, like Toby Shapshak, was ahead of the “bot” curve that’s now consuming the business and customer experience worlds. Expedia, Bosch, DHL, Unilever, Stella Artois, HomeAdvisor, The National Domestic Violence Hotline, Red Cross and many others use OneReach to create (and manage) self-service messaging bots and live communications with their customers. The most popular use-cases include live and automated customer support, proactive order status notifications or order updates, payments/purchasing and text or chat-enabled IVRs (now called chat-bots). Who’d have thought that a bot could reduce 40% of a major brand’s customer support costs, increase revenue by 30% or boost NPS scores?

Toby Shapshak seems to have been the oracle that foretold one of the most prolific changes in how consumers and businesses communicate and do commerce. He suggested that bots are “effectively an intersection of the most basic and sophisticated communication. It’s remarkable that the very rich (in the developed world) and poor (in the developing world) have effectively ended up in the same place (both using bots)”

Years have past since his Ted Talk and we thought it would be valuable to see what Toby thinks of today’s climate and where things go from here.

Our interview with Toby Shapshak

Elias: Messenger Bots are impacting the everyday life and habits of consumers – in commerce, purchasing, managing one’s time, getting news and so on. You’ve been watching the impact of messenger bots in Africa for sometime. With this in mind, what perspective would you offer to business leaders and experience-designers on the impact that messenger bots have on consumer habits – in commerce and purchasing or donations, customer support, managing one’s time, getting news and so on?

Toby: Business leaders and UX designers should be aware of how chatbots can have an impact on consumer habits; both positively and negatively.

For the youth of the world, who have grown up using chat, it’s a logical extension to communicate through this channel, ask questions, even make purchases. Pew Research found that American teenagers were only using email to communicate with “authority figures” – adults, parents and teachers. Now chatting is so dominant that WhatsApp has over a 1 billion users and Facebook Messenger has some 800 million users and 50 million businesses. WeChat has some 800 million users, mostly in China, and has been using bots in a very sophisticated way for a lot longer. Wechat is the future of chatting mingled with commerce.

The great thing about SMS – which is arguably the greatest communication medium the world has ever seen; and the most expensive – is that it works on every single cellphone, no matter how sophisticated. The other key thing is SMS has a 100% read rate – even the spam.

In this context, doing new things like search or shopping via messaging/chat seems obvious to a generation of youngsters that prefer chat to email or anything else. Chat is cheaper and it’s a paradigm that people understand. It also doesn’t have a learning curve, the way that conventional apps do.

Elias: In 2013 you commented that “while the rest of the world is updating statuses and playing games on smartphones, Africa is developing useful SMS-based solutions to everyday needs”. Is the current wave of messenger bots solving real problems or this just the new version of “updating statuses and playing games on smartphones”?

Toby: Right now, a lot of chatbots seem like a nice-to-have. Give them some maturity and we’ll see if they are a flash-in-the-pan hype or something that will be continuingly useful.

Elias: Is the rest of the world catching up or is Africa still ahead and in what ways? What has the rest of the world yet to learn still from African innovation?

Toby: Africa is forced to innovate the way it does because there are no other alternatives. it’s the purest form of innovation out of necessity. More people in Africa have access to a cellphone than to electricity. Because of this there are brilliant power solutions, including solar-power systems like M-Kopa. If you have a pressing problem, it’s the best incentive in the world to solve it. If you have electricity, what are you likely to do? Watch TV or YouTube. it’s sadly that simple.

Elias: What are your predictions for where messaging and bots go next, in Africa and elsewhere?

Toby: The sky really is the limit, isn’t it. Text-based services are revolutionary in Africa, offering everything from Google search via SMS to important health information via South Africa’s mHealth initiatives.

Kevin Kelly, the founding executive editor of Wired magazine, said some very interesting things at SXSW this year about how artificial intelligence will become part of our lives. Right now, he says, “it’s like the early days of cloud computing, but it will ultimately be as sophisticated a service as cloud-based offerings are now”. He called it “intelligence as a services”. “Like electricity, which you now buy in what we now call an on-demand model”, Kelly says “you won’t have to make your AI, you will just purchase it. It will flow like electricity from the grid to wherever you want it. ” He says: “Artificial intelligence will soon be a commodity”. AI services at low cost will spur the chatbot industry and make offerings increasingly sophisticated.

There is also the network effect to consider. Part of the reason Google’s search algorithms are so fast – and can predict or suggest answers so quickly – is because of the volume of search queries it has already performed. This inventory of queries and searches mean there is a greater volume of info to reference. As the volume of chatbot data increases, they will also become more effective.

Reflection & Looking Forward

In reflecting on Toby Shapshak’s 2013 Ted Talk it’s evident that he saw something revolutionary emerging amidst the noise in the world of experience design, business and technology.

Similar to the concept of hindsight being 20/20, until 2016 the business world largely ignored the opportunity to leverage the most ubiquitous communication channels in the world (text messaging and IP messaging) for customer support.

The first text message was sent in 1992 and by 2007 74% of all mobile phone users worldwide used text messaging. It took the western business world roughly another 10 years to accept the notion that just maybe they should consider communicating with their customers over the single most prefered communication channel in the world – SMS.

For the last 6 years at OneReach, I’ve been lucky enough to see startups and huge international brands alike use our tools to easily create and iterate on fully reportable and integrated bots. It’s been 3 years since Toby Shapshak’s TED talk and it’s great to finally see so many companies designing for the channels consumers actually prefer (messaging).

Now that we’re here, let’s not be foolish enough to think that leveraging chat bots to drive business impact is any easier because the interface is an ‘old’ technology. The businesses world learned that building any old mobile app really isn’t all that hard. Similar to mobile apps, the success of a today’s chat bots will not be defined by whether or not your company offers chatbots. Success will rest on whether or not your chatbot experiences achieve desired outcomes for your business while being meaningful to your customer.

Why Your CEO and Customers Don’t See Eye to Eye on Customer Experience

By | Big Ideas, Customer Service | No Comments

This guest post is written by Jen Diaz, Program Manager at Irrevo.

Stories of outrageously amazing customer service catch a lot of attention, whether or not they’re actually true. Everyone has heard the legend of the fellow who returned a snow tire to Nordstrom, even though the story that’s passed around is missing some context. If some Home Depot employees drive four hours each way to find you a snowblower, you’d be a happy snowbird. But studies show that customers and business owners don’t always see eye-to-eye on the definition of good customer service.

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conversational bot

The Perfect Tool(s) for Joining the SMS Bot Gold Rush

By | Automation, Big Ideas, Mobile, Mobile Payments, Texting | No Comments

Through the history of the Internet, we’ve seen a bots of all flavors (scrapers, viruses, worms), all often giving bots a bad name. They’re small bits of code that can carry out a host of malicious actions–stealing web content, screwing up web analytics, and encouraging click fraud.

This all sounds pretty dire, but more recently, the concept of bots has been harnessed for more and more good. And one of its new and improved forms is  conversational SMS bots. Read More

business bot

Why Your Business Needs a Bot

By | Automation, Big Ideas, Customer Service, Self-Service, Texting | One Comment

Both technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the challenge organizations have as they attempt to establish and maintain competitive advantage. It is not surprising, then, that organizations of all sizes are struggling to adopt artificial intelligence and weave it into a comprehensive consumer engagement strategy.

The promise of artificial intelligence (AI) is compelling; a world where humans can interact with intelligent computers to perform tasks more efficiently. While 2016 may not be the year the promise of AI is fully realized, it is certainly the year that it becomes an integral part of  communication strategies for leading organizations. In fact, these emerging capabilities are increasingly being applied to business.

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communication solution

3 Things to Consider When Building Your Own Communication Solution

By | Big Ideas, Communication, Operations, Tech Support | No Comments

Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.

Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.

However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.

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customer service trends in 2015

Year End Review: Customer Service Trends in 2015 and Beyond

By | Big Ideas, Cloud, Communication, Contact Center, Customer Experience, Customer Service, Mobile, Self-Service, Texting, Trends | No Comments

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”

This year, that couldn’t be further from the truth.

That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM integrations, texting–all were major customer service trends in 2015.

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7 Lessons Star Wars Can Teach You about Customer Service

By | Big Ideas, Customer Experience, Customer Service, Miscellaneous | 4 Comments

With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels).

In the midst of all this excitement, we realized that there were a few things we could learn from Star Wars about customer service. So now, we’re bringing insights from a galaxy far, far away a little closer to home.

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mobile payments in africa

What the U.S. Can Learn from Mobile Payments in Africa

By | Big Ideas, Mobile, Mobile Payments, Texting | No Comments

Mobile payments have exploded in popularity just within the past year—40% of U.S. consumers have used mobile payments in 2015, compared to just 8% in 2014. In fact, mobile transactions are expected to surpass half a trillion dollars ($560 billion) in 2016, and Gartner predicts that mobile commerce will make of 50% of all U.S. digital commerce by 2017.

So why the startling change?

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