Chatbots powered by artificial intelligence (AI) transform how service organizations interact with their clients. Chatbots allow users to interact with digital services in natural language , and hold great promises for customer service and education. But current chatbot solutions often fail due to strong technology push with insufficient sensitivity to user needs, and a lack of service design that match AI and machine learning capabilities with users' needs and wants. In Chatbots for Loyalty, we apply a human-centred approach to innovate chatbot services that strengthen customer loyalty with service providers. We will develop AI capabilities for chatbots to predict and act on customer's likely next best actions. The AI capabilities will be incorporated in service processes where the chatbot is seen as a main point of contact for the customer, integrating service provider offerings. The project results generate value on three level. Project owner Anzyz Technologies will adapt its AI technology to the chatbot domain. Chatbot providers boost.ai and EdTech Foundry apply the project results in their platforms. Service providers Nordea Liv and SpareBank 1 SR-Bank (customer service user cases) and NKI (education use case) apply the chatbots in their service processes. For Nordea Liv and SpareBank 1 SR-Bank this strengthen customer loyalty with their services . For NKI this strengthen student motivation and course completion. The chatbot services will be developed in an iterative, case-driven approach, with room for exploration in response to user research and case experiences. Project results are validated and refined in business-critical cases. Key research challenges to be resolved are: 1) Run and benefit from a human-centred approach to chatbot design 2) Customer segmentation and predictions of next best actions in chatbot service processes, based on machine learning from previous chatbot interactions. 3) Service design where chatbots are integrators of service experience and value offerings.
Project leader: Asbjørn Følstad
Institution: ANZYZ TECHNOLOGIES AS