Just received an alert for cash withdrawal from an ATM? Just got a booking confirmation or a promotional offer from an airline? A simple SMS<\/a> is what pushed those to your mobile number. 多个企业强调移动的需要采用新的渠道接触但继续发誓SMS的力量。它无处不在,大约100%达到和易于采用最普遍的和未来的通信通道的证据。 刚收到警报,从自动取款机取现吗?刚收到订舱确认或促销从航空公司提供吗?一个简单的短信你的手机号码是什么促使这些。
\n
This simple yet powerful tool is the enabler for multiple brands that you engage with. As far as mobile is concerned, ease and ubiquity of SMS has made it the preferred communication channel over the years - it works on every phone, on every network and nearly everyone knows how to effectively use it. Businesses and consumers are habituated to engaging over SMS for the most commonplace as well as sophisticated engagements. This has ensured that application to peer (A2P) SMS remains the most relevant communication channel in the business to consumer (B2C<\/a>) world.
\n
\n![\"\"](\"\/\/www.iser-br.com\/Themes\/Release\/images\/responsive\/ettelecom-default.jpg\")
\nSource: OpenMarket-Portio Research, \"SMS: the language of 6 billion people\"<\/em>
\n
\nThe case for conversational SMS engagement<\/strong>
\nMostly, SMS based engagements are rule-driven and meant for routine limited engagements. Transaction alerts come in a set format, governed by pre-defined triggers\/rules. Similarly, to seek information one has to send a certain keyword to a number. Normally, there is negligible scope for extending the conversation and definitely not in normal conversational language. Consumers are demanding conversational engagements with brands. Consider an engagement with a spa. Normally, the spa would ask you to SMS \"YES\" to confirm the appointment. This is rule based and puts the onus of sticking to a keyword on you. Instead of keywords, customers want to engage more naturally by texting something like \"Yes, but only if you cannot reschedule on Monday.\"
\n
\nConsumers are not really looking for a new communication tool beyond SMS. They simply want intelligent and value adding conversations with brands using this preferred channel. Just imagine if communication with a brand could be conversational like chatting with a friend.
\n
\nEnter SMS chatbots<\/a><\/strong>
\nThis does sound too good to be true, but this is what SMS chatbots do. For example, if you can ask for a new loyalty card from your favourite retailer, ask for it to be sent to your new address and seek information on new features - all in the same conversation thread, in normal conversational language over SMS. No rules, no keywords, no disparate conversations and no compulsion to use a website or an app.
\n
\nSMS chatbots are not an unexplored phenomenon. They do exist in some shape and form today. One of the top Indian banks has enabled its customers to communicate and avail services (mobile recharge\/top up, bill payments, SMS banking) via free text SMS. This is nothing but an SMS chatbot. This freed the customer from the hassle of remembering keywords and being bound by what is possible and what is not in one communication thread. It also ensured that the customer's options were not limited just because he did not or could not use the app.
\n
SMS chatbots can also potentially enable the government to engage with the citizens. It can make their services and digital initiatives accessible and engaging. SMS has been enabling major digital initiatives under 'Digital India<\/a>' program like alerts on new policy decisions directly from the PM, extension of e-Sampark<\/a> initiatives to the citizens etc.
\n
\nThey can enable seamless and 'no protocol' conversation with government bodies for every citizen. A farmer could get latest weather updates or crop rates through a conversational interaction over SMS. One could get queries like 'How to avail a government scholarship'\/'how to reschedule a passport office appointment' answered via conversational SMS. All this and more can be enabled by SMS chatbots, thereby empowering every citizen, with access to SMS, to transact seamlessly with a government body.
\n
\nSo, what exactly are SMS Chatbots and how do they really work?<\/strong>
\nFor anyone lacking time or an assistant or the desire to make a laborious phone call or go online, the SMS chatbot can address your needs through the simplicity of SMS.
\n
\nFor example, a bank sends a customer a message saying his\/her debit card has been auto upgraded and the new card will be dispatched today. In response, the customer texts back asking for details of this new card. By recognizing the words \"new card,\" the bot responds with a message like: \"Hello Rajesh, I believe you are requesting information about your debit card which has now been upgraded to the 'Platinum Category'. The key features are x,y and z. For complete details, please click here.\"
\n
\n\"SMS chatbots make it easier for people to communicate with businesses in natural conversational language as compared to search engines where you have to input not so natural 'keywords'. Think of it as an easy to use replacement for all the apps you have downloaded,\" says mGage India COO, Deepak Goyal. Instead of opening the Airlines app, an SMS chatbot could tell you your flight is delayed. Another SMS chatbot from FedEx could tell you your package is on the way, and so on. They take customer engagements to another level altogether.
\n
\nEnterprises\/brands are given access to SMS Software Development Kits (SDKs) by the bot platform. They build interactive experiences and bots for interactions, shopping, booking etc. These platforms enable the enterprise to send and receive SMS content with Calls to Action (CTAs) for recipients. These platforms have engines that use natural language assistance and enable ongoing training of bots using sample conversations.
\n
\nThis enables enterprises to create conversational bots that can automatically chat with users. You just convey what your user said and the engine prompts what your bot should do next. Of course, all this doesn't happen in a day - bots get smarter as they learn from conversations. They work exactly like a friend - the more you communicate, the more it gets to know you.
\n
\nWhy SMS chatbots over other platforms\/channels?
\nPower of SMS<\/strong>
As per MobileSQUARED<\/a>, about 90% of SMSes are read within three minutes of delivery and over 99% are read by the recipient. \"Whatever happens, these new SMS services demonstrate, the old-school art of texting remains one of the most pervasive and important communication channels. Not everyone has a smartphone, but the vast majority of people, about six billion, can text. As a communications medium, SMS is almost perfect. 'Click-through' rate of SMS is aspirational for web and e mail based engagements,\" says KeyPoint Technologies<\/a> Director-Marketing, Deepti Mani Saxena.
\n
\nThe minimally elegant customer experience<\/strong>
\n\"Combining SMS experience with SMS-based customer service, is nothing less than the evolution of customer service itself. As SMS becomes even more of a global obsession, companies should take advantage of this\", emphasizes Goyal.
\n
\nCustomers can use any existing SMS messaging client, which means their new-user learning curve is almost non-existent. Customers simply send SMSes to a phone number as they normally would and interact like they would with a friend. To use these 'app-less apps', one's phone doesn't even need to be \"smart.\" This makes it a game changer for countries like India.
\n
\nThe Future<\/strong>
\nMultiple businesses stress the need to adopt new channels of mobile engagement but continue to swear by the power of SMS. Its ubiquity, about 100% reach and ease of adoption make it the most pervasive and future proof communication channel. Undoubtedly, SMS chatbots will grow as more relevant use cases are created.
\n
\nWhile the case is compelling for the consumer, it is as strong, if not stronger for businesses. Businesses realize that it takes significant money and effort to convince a consumer to download an app. The chances of a brand's app actually gaining traction are slim to none. But, brands want to connect with consumers in a highly personalized way. The solution lies in leveraging the longest serving mobile communication channel and marrying it with bot based intelligence - SMS chatbots.
\n
\n\"I think in emerging markets SMS is actually the perfect medium for chatbots. In today's world the customer service reality for brands is that most interactions usually boil down to the same five questions. If you can automate and direct those away from a human interface to an intelligent bot interface, using a channel which customers actually prefer, you've reduced costs by half. So I see SMS chatbots revolutionizing customer service and resulting in huge savings for enterprises.\" asserts Goyal.\n\n<\/p><\/body>","next_sibling":[{"msid":55679878,"title":"Idea Cellular climbs over 3% on a report to sell 100% stake in tower arm","entity_type":"ARTICLE","link":"\/news\/idea-cellular-climbs-over-3-on-a-report-to-sell-100-stake-in-tower-arm\/55679878","category_name":null,"category_name_seo":"telecomnews"}],"related_content":[],"msid":55680260,"entity_type":"ARTICLE","title":"Can SMS chatbots be the next gen customer engagement platforms?","synopsis":"Multiple businesses stress the need to adopt new channels of mobile engagement but continue to swear by the power of SMS. Its ubiquity, about 100% reach and ease of adoption make it the most pervasive and future proof communication channel.","titleseo":"telecomnews\/can-sms-chatbots-be-the-next-gen-customer-engagement-platforms","status":"ACTIVE","authors":[{"author_name":"Pranbihanga Borpuzari","author_link":"\/author\/479234120\/pranbihanga-borpuzari","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479234120.cms?width=250&height=250","author_additional":{"thumbsize":false,"msid":479234120,"author_name":"Pranbihanga Borpuzari","author_seo_name":"pranbihanga-borpuzari","designation":"Associate Editor","agency":false}}],"Alttitle":{"minfo":""},"artag":"ET Online","artdate":"2016-11-29 11:18:29","lastupd":"2016-11-29 11:19:01","breadcrumbTags":["SMS","e-Sampark","B2C","chatbots","Digital India","KeyPoint Technologies","MVAS\/Apps","MobileSQUARED"],"secinfo":{"seolocation":"telecomnews\/can-sms-chatbots-be-the-next-gen-customer-engagement-platforms"}}" data-authors="[" pranbihanga borpuzari"]" data-category-name="" data-category_id="" data-date="2016-11-29" data-index="article_1">
短信聊天机器人可以下一个创客户互动平台?
这个简单而强大的工具是多个品牌的推动者你参与。移动而言,缓解和无处不在的短信已经多年的首选通信通道,它作用于每一个电话,每一个网络上,几乎每个人都知道如何有效地使用它。企业和消费者习惯与在短信最普遍和复杂的业务。这确保了应用程序对点(A2P)短信仍然是最相关的通信通道业务的消费者(B2C)世界。
来源:OpenMarket-Portio研究,”短信:60亿人的语言”
会话SMS订婚
大多数情况下,基于SMS的活动),用于常规有限的活动。事务提醒进来一组格式,由预定义的触发/规则。同样,寻求信息必须发送一个特定关键字一个数字。通常,微不足道的范围扩展的对话,肯定不是在正常的会话语言。消费者要求会话活动品牌。考虑一个参与一个温泉浴场。通常,水疗会问你短信“是”确认预约。这是基于规则,并坚持一个关键词在你的责任。而不是关键词,客户想要接触更多的自然发短信之类的“是的,但前提是你不能安排周一。”
消费者并不是真正的寻找一个新的沟通工具超出短信。他们只是想要聪明和价值增加与品牌使用这个首选通道。想象一下如果与一个品牌可以对话交流和一个朋友聊天。
输入短信聊天机器人
这听起来好得令人难以置信,但这是短信聊天机器人做什么。举个例子,如果你可以要求一个新的从你最喜欢的零售商忠诚卡,要求它被发送到你的新地址和寻求新特性——所有的信息在同一对话线程,在正常的会话语言短信。没有规则,没有关键词,没有不同的对话,没有强制使用网站或应用程序。
短信聊天机器人并不是一个新的现象。今天他们确实存在一些形状和形式。之一印度的银行使其客户交流和利用服务(移动充电/充值、账单支付、短信银行)通过自由文本短信。这只不过是一个短信聊天机器人。这释放了麻烦的客户记住关键词,受什么是可能的,不可能集中于一个通信线程。它也确保了客户的选择并不局限仅仅因为他没有或无法使用应用程序。
短信聊天机器人也可能使政府与公民。它可以使他们的服务和数字计划访问和迷人。短信已使大型数字计划下的数字印度”计划像警报在新的政策决定直接从点,扩展的e-Sampark倡议市民等。
他们可以实现无缝的和没有协议和每一个公民的政府机构。农民可以得到最新天气更新或作物利率通过短信会话交互。一个可以查询如何利用政府奖学金/如何安排护照办公室任命的通过会话短信回答。这一切,更可以通过短信聊天机器人,从而赋予每一个公民,有短信,与政府机构办理无缝。
短信聊天机器人到底是什么,他们如何真的有效吗?
对于任何缺乏时间或助理或者渴望做一个费力的电话或上网,短信聊天机器人可以通过简单的短信解决您的需求。
例如,银行客户发送一个消息说他/她的借记卡自动升级和新卡将今天发出。作为回应,客户要求用短信回复的这个新卡。认识到“新卡,”机器人响应与一个消息:“你好拉杰什,我相信你是请求你的借记卡信息现在已经升级到白金类别。的关键特性是x, y, z。完整的细节,请点击这里。”
“短信聊天机器人使人们沟通更容易与企业在自然会话语言与搜索引擎相比,你必须输入不太自然的“关键词”。认为它是一个易于使用的替代所有的应用程序下载,”迪帕克Goyal mGage印度首席运营官说。而不是开航空公司应用程序,一个短信聊天机器人可以告诉你你的航班延迟了。另一个短信聊天机器人从联邦快递会告诉你你的包是在路上,等等。他们把客户活动到另一个水平。
企业/品牌得到短信软件开发工具包(sdk)机器人平台。他们建立互动体验和机器人互动,购物、订票等。这些平台使企业能够发送和接收短信内容与调用行动(cta)接受者。这些平台引擎,使用自然语言援助和支持持续的训练机器人使用示例对话。
这使得企业与用户创建会话自动机器人可以聊天。你只是传达用户所说的和引擎提示你的机器人下一步该做什么。当然,这一切都不会发生在一天,机器人智能学习对话。他们的工作就像一个朋友,交流得越多,越了解你。
为什么短信聊天机器人通过其他平台/渠道?
的短信
按MobileSQUARED,大约90%的三分钟内读取短信交付和超过99%是由收件人阅读。“无论发生什么,这些新的短信服务展示,发短信的老派艺术仍然是最普遍和重要的沟通渠道之一。不是每个人都有一个智能手机,但绝大多数的人,大约六十亿,可以文本。作为通信介质,短信几乎是完美的。“点击率”的短信是基于web和电子邮件的约定的,”说关键点的技术Director-Marketing, Deepti摩尼Saxena。
最低限度的优雅的客户体验
“结合SMS短信的客户服务的经验,只不过是客户服务本身的进化。作为全球的短信变得更加痴迷,公司应该利用这个”,强调Goyal。
客户可以使用任何现有的SMS消息传递客户机,这意味着我们的学习曲线是几乎不存在。客户直接把短信,一个电话号码,因为他们通常会和像他们会与朋友互动。使用这些“app-less应用”,一个人的电话甚至不需要“聪明”。This makes it a game changer for countries like India.
未来
多个企业强调移动的需要采用新的渠道接触但继续发誓SMS的力量。它无处不在,大约100%达到和易于采用最普遍的和未来的通信通道的证据。毫无疑问,短信聊天机器人将成长为更相关的用例是创建。
虽然对消费者是引人注目的,是强大,如果不是更强的企业。企业意识到它需要大量的金钱和精力来说服消费者下载一个应用程序。一个品牌的机会实际上的应用获得牵引微乎其微。但是,品牌想要联系消费者以高度个性化的方式。解决方法在于利用最长基于移动通信通道并与机器人结婚的情报——短信聊天机器人。
“我认为在新兴市场手机短信聊天机器人实际上是完美的媒介。在当今世界品牌的客户服务的现实是,大多数交互通常归结为同样的五个问题。如果你可以自动化和直接从智能机器人的人机接口界面,使用一个通道,客户真正喜欢,你成本减少了一半。所以我看到短信聊天机器人对客户服务和企业造成巨大的储蓄。”Goyal说。
Just received an alert for cash withdrawal from an ATM? Just got a booking confirmation or a promotional offer from an airline? A simple SMS<\/a> is what pushed those to your mobile number.
\n
This simple yet powerful tool is the enabler for multiple brands that you engage with. As far as mobile is concerned, ease and ubiquity of SMS has made it the preferred communication channel over the years - it works on every phone, on every network and nearly everyone knows how to effectively use it. Businesses and consumers are habituated to engaging over SMS for the most commonplace as well as sophisticated engagements. This has ensured that application to peer (A2P) SMS remains the most relevant communication channel in the business to consumer (B2C<\/a>) world.
\n
\n
\nSource: OpenMarket-Portio Research, \"SMS: the language of 6 billion people\"<\/em>
\n
\nThe case for conversational SMS engagement<\/strong>
\nMostly, SMS based engagements are rule-driven and meant for routine limited engagements. Transaction alerts come in a set format, governed by pre-defined triggers\/rules. Similarly, to seek information one has to send a certain keyword to a number. Normally, there is negligible scope for extending the conversation and definitely not in normal conversational language. Consumers are demanding conversational engagements with brands. Consider an engagement with a spa. Normally, the spa would ask you to SMS \"YES\" to confirm the appointment. This is rule based and puts the onus of sticking to a keyword on you. Instead of keywords, customers want to engage more naturally by texting something like \"Yes, but only if you cannot reschedule on Monday.\"
\n
\nConsumers are not really looking for a new communication tool beyond SMS. They simply want intelligent and value adding conversations with brands using this preferred channel. Just imagine if communication with a brand could be conversational like chatting with a friend.
\n
\nEnter SMS chatbots<\/a><\/strong>
\nThis does sound too good to be true, but this is what SMS chatbots do. For example, if you can ask for a new loyalty card from your favourite retailer, ask for it to be sent to your new address and seek information on new features - all in the same conversation thread, in normal conversational language over SMS. No rules, no keywords, no disparate conversations and no compulsion to use a website or an app.
\n
\nSMS chatbots are not an unexplored phenomenon. They do exist in some shape and form today. One of the top Indian banks has enabled its customers to communicate and avail services (mobile recharge\/top up, bill payments, SMS banking) via free text SMS. This is nothing but an SMS chatbot. This freed the customer from the hassle of remembering keywords and being bound by what is possible and what is not in one communication thread. It also ensured that the customer's options were not limited just because he did not or could not use the app.
\n
SMS chatbots can also potentially enable the government to engage with the citizens. It can make their services and digital initiatives accessible and engaging. SMS has been enabling major digital initiatives under 'Digital India<\/a>' program like alerts on new policy decisions directly from the PM, extension of e-Sampark<\/a> initiatives to the citizens etc.
\n
\nThey can enable seamless and 'no protocol' conversation with government bodies for every citizen. A farmer could get latest weather updates or crop rates through a conversational interaction over SMS. One could get queries like 'How to avail a government scholarship'\/'how to reschedule a passport office appointment' answered via conversational SMS. All this and more can be enabled by SMS chatbots, thereby empowering every citizen, with access to SMS, to transact seamlessly with a government body.
\n
\nSo, what exactly are SMS Chatbots and how do they really work?<\/strong>
\nFor anyone lacking time or an assistant or the desire to make a laborious phone call or go online, the SMS chatbot can address your needs through the simplicity of SMS.
\n
\nFor example, a bank sends a customer a message saying his\/her debit card has been auto upgraded and the new card will be dispatched today. In response, the customer texts back asking for details of this new card. By recognizing the words \"new card,\" the bot responds with a message like: \"Hello Rajesh, I believe you are requesting information about your debit card which has now been upgraded to the 'Platinum Category'. The key features are x,y and z. For complete details, please click here.\"
\n
\n\"SMS chatbots make it easier for people to communicate with businesses in natural conversational language as compared to search engines where you have to input not so natural 'keywords'. Think of it as an easy to use replacement for all the apps you have downloaded,\" says mGage India COO, Deepak Goyal. Instead of opening the Airlines app, an SMS chatbot could tell you your flight is delayed. Another SMS chatbot from FedEx could tell you your package is on the way, and so on. They take customer engagements to another level altogether.
\n
\nEnterprises\/brands are given access to SMS Software Development Kits (SDKs) by the bot platform. They build interactive experiences and bots for interactions, shopping, booking etc. These platforms enable the enterprise to send and receive SMS content with Calls to Action (CTAs) for recipients. These platforms have engines that use natural language assistance and enable ongoing training of bots using sample conversations.
\n
\nThis enables enterprises to create conversational bots that can automatically chat with users. You just convey what your user said and the engine prompts what your bot should do next. Of course, all this doesn't happen in a day - bots get smarter as they learn from conversations. They work exactly like a friend - the more you communicate, the more it gets to know you.
\n
\nWhy SMS chatbots over other platforms\/channels?
\nPower of SMS<\/strong>
As per MobileSQUARED<\/a>, about 90% of SMSes are read within three minutes of delivery and over 99% are read by the recipient. \"Whatever happens, these new SMS services demonstrate, the old-school art of texting remains one of the most pervasive and important communication channels. Not everyone has a smartphone, but the vast majority of people, about six billion, can text. As a communications medium, SMS is almost perfect. 'Click-through' rate of SMS is aspirational for web and e mail based engagements,\" says KeyPoint Technologies<\/a> Director-Marketing, Deepti Mani Saxena.
\n
\nThe minimally elegant customer experience<\/strong>
\n\"Combining SMS experience with SMS-based customer service, is nothing less than the evolution of customer service itself. As SMS becomes even more of a global obsession, companies should take advantage of this\", emphasizes Goyal.
\n
\nCustomers can use any existing SMS messaging client, which means their new-user learning curve is almost non-existent. Customers simply send SMSes to a phone number as they normally would and interact like they would with a friend. To use these 'app-less apps', one's phone doesn't even need to be \"smart.\" This makes it a game changer for countries like India.
\n
\nThe Future<\/strong>
\nMultiple businesses stress the need to adopt new channels of mobile engagement but continue to swear by the power of SMS. Its ubiquity, about 100% reach and ease of adoption make it the most pervasive and future proof communication channel. Undoubtedly, SMS chatbots will grow as more relevant use cases are created.
\n
\nWhile the case is compelling for the consumer, it is as strong, if not stronger for businesses. Businesses realize that it takes significant money and effort to convince a consumer to download an app. The chances of a brand's app actually gaining traction are slim to none. But, brands want to connect with consumers in a highly personalized way. The solution lies in leveraging the longest serving mobile communication channel and marrying it with bot based intelligence - SMS chatbots.
\n
\n\"I think in emerging markets SMS is actually the perfect medium for chatbots. In today's world the customer service reality for brands is that most interactions usually boil down to the same five questions. If you can automate and direct those away from a human interface to an intelligent bot interface, using a channel which customers actually prefer, you've reduced costs by half. So I see SMS chatbots revolutionizing customer service and resulting in huge savings for enterprises.\" asserts Goyal.\n\n<\/p><\/body>","next_sibling":[{"msid":55679878,"title":"Idea Cellular climbs over 3% on a report to sell 100% stake in tower arm","entity_type":"ARTICLE","link":"\/news\/idea-cellular-climbs-over-3-on-a-report-to-sell-100-stake-in-tower-arm\/55679878","category_name":null,"category_name_seo":"telecomnews"}],"related_content":[],"msid":55680260,"entity_type":"ARTICLE","title":"Can SMS chatbots be the next gen customer engagement platforms?","synopsis":"Multiple businesses stress the need to adopt new channels of mobile engagement but continue to swear by the power of SMS. Its ubiquity, about 100% reach and ease of adoption make it the most pervasive and future proof communication channel.","titleseo":"telecomnews\/can-sms-chatbots-be-the-next-gen-customer-engagement-platforms","status":"ACTIVE","authors":[{"author_name":"Pranbihanga Borpuzari","author_link":"\/author\/479234120\/pranbihanga-borpuzari","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479234120.cms?width=250&height=250","author_additional":{"thumbsize":false,"msid":479234120,"author_name":"Pranbihanga Borpuzari","author_seo_name":"pranbihanga-borpuzari","designation":"Associate Editor","agency":false}}],"Alttitle":{"minfo":""},"artag":"ET Online","artdate":"2016-11-29 11:18:29","lastupd":"2016-11-29 11:19:01","breadcrumbTags":["SMS","e-Sampark","B2C","chatbots","Digital India","KeyPoint Technologies","MVAS\/Apps","MobileSQUARED"],"secinfo":{"seolocation":"telecomnews\/can-sms-chatbots-be-the-next-gen-customer-engagement-platforms"}}" data-news_link="//www.iser-br.com/news/can-sms-chatbots-be-the-next-gen-customer-engagement-platforms/55680260">
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