TECHNOLOGY SOLUTIONS
Kevin DZALI
Senior Cybersecurity Analyst and Architect: MScs/ PMP/CompTIA Security+/CompTIA Cloud +/CompTIA Secure Cloud Professional/ CISM/ CRISC/ CEH/ AWS Cert DevOps Eng– Pro/ AWS Cert Sln Arch – Pro/ CCCSA/ CCCSM
Introduction
Since many Organizations rely on technology which at present, has been speedily evolving with fresh innovations, will update and develop the ways in which an organization function. Conversation within the internal and external units of a business play a great role in the success of the business. How effective the conversation is, is greatly determined by the mode and medium used, and the conversing parties. The probability of a business organization to succeed in meeting its goals and objectives is high when the business can effectively converse with its customers or clients. This is because it is through customer feedbacks through conversations that a business organization gets to know the level of customer satisfaction it has achieved, is able to receive orders and make sales, and deliver some content to customers. Besides, organizations make sales through conversations with customers. Thus, to be able to serve as many customers as possible and increase an organization’s sales volume, the organization has to devise methods through which they can listen and serve as many customers or clients as possible within the shortest time possible.
The use of artificial intelligence (AI) chatbots has emerged as a means that businesses use to meet as many customers’ needs as possible. This is since large business organizations are serving high numbers of clients, to an extent that the mere human resource power is not able to handle, especially due to the monotony that results from addressing similar customer queries repeatedly. This case analysis simulates business problem-solving applications with artificial intelligence, for KevdCar Motors LLC.
Opportunities for KevdCar LLC. to apply AI Chatbots
KevdCar Motors LLC is one of the leading motor vehicle and diesel engine manufacturers across the world. The Japanese company had 35, 262 consolidated employees, according to the company’s CSR report (2018). The consolidated sales for the year 2018 amounted to 2,070,349 million Dollars. The company is committed to ensuring a stable supply of its products and services. As part of its responsibility to customers, the company’s management has a customer response and support team that works towards ensuring improved customer satisfaction. Through the customer response and support teams, KevdCar is able to properly manage the information and feedback it receives from its customers. Despite its efforts in ensuring improved customer satisfaction, the company does not focus much on its conversation with customers before actual sales. The major focus is usually on after-sales support to ensure the customer is well satisfied with their products. Unlike in other large companies that serve almost similarly large volumes of clients within a year and have adopted the use of chatbots to ease communication with customers, Kevdhaker major prior-to-purchase conversations occur in exhibition shows.
KevdCar Motors LLC, due to the large volume of sales the company makes throughout a year, is most likely with conversation challenges. These result from the customer care human resource having to deal with and explain answers to similar questions repeatedly. Thus, there exists a great opportunity for the company to ease the workload of its customer care desk human resource. Besides, if KevdCar adopts the use of chatbots to converse with its customers, it is likely to increase its sales volume as a result of an increased understanding between the customers and the company. This will in turn increase the productivity of the customer response and support human resources.
A suitable opportunity for KevdCar Motors LLC. to apply chatbots is the company’s sales and distribution departments. Facebook messenger chatbot is a suitable conversation automation platform for the company due to several reasons. First, Facebook messenger chatbots are capable of growing the company’s audience. KevdCar faces stiff competition from other vehicle and engine manufacturing company’s audience. The company faces quite a number of competitors in the world market such as Toyota, Suzuki, and Mitsubishi. Thus, the company has a great need to grow the size of its audience across the world. Growing its audience can be achieved through the use of Facebook messenger chatbot. Through the use of the Facebook Chatbot system, BabyCenter increased its click-through by 53% and increased the read rate of automated messages by 84%. Besides, BabyCenter's Facebook messages were opened even more than its emails. BabyCenter’s main aim was to drive traffic to their website. Creating a Facebook messenger bot worked well for the company and ended up with an increased audience by more than 50%. Good Spa Guide is another example that shows the power of the Facebook messenger bot in increasing the audience of a company. According to the case study, Good Spa Guide increased its traffic by 29 percent, after developing a bot on Facebook messenger. Consequently, Isuzu can drive more traffic to their website by developing a Facebook messenger AI chatbot.
KevdCar Motors LLC has the vision to be the leading manufacturer of commercial vehicles and diesel engines. To achieve this, the company has to ensure a high rate of customer retention. Through all possible and ethical means, the company has to ensure that its customers do not stop using its products and services in preference for other brands. The company should thus, seek platforms or programs that can effectively and constantly engage its customers with the company’s products. The development of a Facebook messenger AI chatbot can be effective in helping the company reduce the rate at which some customers stop using its products and services. Just like the application was successful to My Trading Hub, it can also help KevdCar Motors LLC meet its goal of reducing its churn. KevdCar Motors LLC can create a chatbot on messenger that is interactive enough to keep its audience constantly engaged. Constantly engaging the audience of a company is essential in ensuring that the company’s customers are not tempted into trying products from competitor companies (Zarouali et al., 2018). Thus, by KevdCar trying to engage its audience through interactive chatbots on Facebook messenger, it will reduce the rate at which it has been losing customers to competitor companies. The use of Messenger chatbots to reduce churn was successful with My Trading Hub, which reduced its Churn by 59% while concurrently increasing its traffic by 17%.
The Proposed Solution and How It Will Work
All business organizations need to effectively communicate with their customers, regardless of the size. However, for global business organizations, there are thousands or even millions of clients to be served. This means that thousands of conversations and transactions need to be conducted, within the shortest time possible. Customers all over the world are also in need of systems that enable them to receive answers to their queries fast. Despite the several benefits that real human experience bears in seller-customer conversations, it faces a drawback in the speed. Thus, longer waiting periods before client inquiries are attended to are experienced in organizations that fail to automate their conversations with customers. This problem is evident in KevdCar Motors LLC due to the company’s failure to automate conversations with customers. The other identified problem is low volumes of audiences in the company’s platforms, which could pose danger as competitors are more likely to capitalize on that.
The recommended solution to KevdCar Motors LLC is the development of a Facebook Messenger chatbot. The chatbot, if effectively developed, will with not much doubt increase the company’s number of conversations with their clients, and solve any other challenges facing the company in communicating to its customers. this is because of the large number of people already using Facebook messenger across the world. Thus, most of the messenger users will find the AI bot there, which will attract potential customers who even did not initially have awareness concerning the products of the company. Besides, only a few brands are on Facebook Messenger, and thus it is easy to open notifications unlike when the brands are flooded, and the notifications are too many. The load time for Facebook notifications is instant and thus faster as compared to other platforms such as emails. These make Facebook AI chatbot more suitable for application than other platforms.
On development, Facebook Messenger chatbots will work to benefit KevdCar Motors LLC by driving more traffic to the company’s website. The chatbot has the provision of a more conversational way to navigate to a company’s website, despite not being on the website. The messenger chatbot also provides the company with an alternative system of delivering content to its audience, other than the already establishes systems such as emails.
Potential Benefits of Facebook Messenger Chatbot
KevdCar Motors LLC can accrue several benefits from developing a Facebook Messenger chatbot. According to Smutny & Schreiberova (2020), the future belongs to robots and artificial intelligence. Considering the technological advancements in artificial intelligence that have occurred in the past few decades, it is true to say that robots are already here and running several operations within different business organizations. Thus, the first benefit that kevdCar will reap from developing a messenger chatbot is by getting well equipped for a future that will see many and major organizational operations run by the use of artificial intelligence.
Facebook Messenger chatbot will help KevdCar Motors LLC reach its audience directly. That is, Facebook messenger sends the sponsored ads of a particular company to all those who had visited the company’s page. Thus, the company is able to attract customers with more interest in its products and services. It is also easy to identify leads with messenger chatbots. When it is possible to greet the customers, it becomes easier to ask them questions on their needs, preferences, their budget and thus delivers quality leads to the company’s sales team.
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The use of Facebook messenger chatbots saves on costs and time. It is cheaper to develop a messenger bot than a mobile app. Besides, the use of chatbots frees the customer care human resource some tasks, giving them room to improve their productivity. Time is saved through the fast replies that are made possible by chatbots’ use. This is because chatbots work twenty-four hours a day, seven days a week, and do need to take rests, unlike human resources. The ability of bots to retain information about customers also serves as a benefit. It helps in the personalization of information or content delivered to different customers, which enhances the effectiveness of the information delivered.
Potential Challenges
Facebook messenger is faced with some challenges and limitations, though not as many as the advantages they bear. First, however instant the messenger bots may be in delivering replies to queries raised by people, they are still robots. Thus, it may be interesting to engage the chatbots, but one would still not have an experience similar to that on a conversation with human resources. The other shortcoming of messenger chatbots is that though they are good at keeping people engaged, they engage them with the existing content. For instance, My Trading Hub needs its own app to continue being a strong social platform. It is important that the need for a new app cannot be overlooked due to the fact that the company has been constantly using messenger chatbots in engaging its audience. Another challenge is that many Facebook users find it difficult to make decisions on issues related to the service, as they do not mostly think about the exposure to messenger marketing implications, (Balasudarsun, Sathish & Gowtham, 2018).? These challenges that have been facing companies using messenger chatbots are likely to face KevdCar Motors LLC, once it develops a messenger chatbot.
Conclusion
To stay competitive through effective conversations with their customers, Isuzu Motors Ltd needs to automate its content delivery and customer responses. This will help the company engage as many customers as possible. There are many companies that have been successful in the use of chatbots for their conversations with customers, for instance, My Trading Hub and BabyCenter. KevdCar Motors LLC, a leading manufacturer of commercial vehicles and diesel engines also has the opportunity to increase its audience, sales, customer satisfaction and reduce its churn through the use of Chatbots. Facebook Messenger chatbot is the most suitable for KevdCar Motors LLC., as it is cheap, engages the audience constantly, and can increase the audience of the company rapidly. The only major potential challenge is that the chatbot cannot provide an experience that is exactly similar to that of human resources. However, the bot’s potential benefits make it worth investing in.
References
Balasudarsun, N. L., Sathish, M., & Gowtham, K. (2018). Optimal ways for companies to use Facebook messenger chatbot as a marketing communication channel. Asian J. Bus. Res, 8(1).
Isuzu Motors Limited. (2018). Corporate Social Responsibility Report.
Smutny, P., & Schreiberova, P. (2020). Chatbots for learning: A review of educational chatbots for the Facebook Messenger. Computers & Education, 151, 103862.
Zarouali, B., Van den Broeck, E., Walrave, M., & Poels, K. (2018). Predicting consumer responses to a chatbot on Facebook. Cyberpsychology, Behavior, and Social Networking, 21(8), 491-497.