3 Key Digital Trends For 2017

Three Key Trends

1. Live streaming

2. Virtual and augmented reality

3. Chatbots

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Live Streaming

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How Brands are Using Live Streaming

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Key Benefits to Brands

• Authenticity

• Connect to audience and in real time

• Creates sense of community

• Reach

• Create rich content

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Virtual & Augmented Reality

Virtual Reality

Augmented Reality

Augmented Reality

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Virtual Reality

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What is a Chatbot?

A computer program that simulates human conversation, or chat, through artificial intelligence.

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The Chatbot Experience

• Open a Messenger platform and search for the business name using its “handle”

• Start the conversation by making a request

• Receive rich media feedback (text + images + hyperlinks + voice) that answer your question

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Three Trends Driving Chatbot Revolution

• Messaging-as-OS: Messaging can be a platform

• The app problem: People are reluctant to install apps

• The “conversational interface”: A new model for interacting with online services

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Chatbots Will Shape The Online Customer Experience

• One-to-one chats with consumers

• Personalised marketing messages

• Personalised shopping experiences

• Faster product searches

• Faster shopping processes

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Chatbots as a Customer Service Channel

• Can be used as an additional customer service channel.

• Can automate low value tasks – focusing on those that really add value.

• Can gather information for eventual interaction with a human rep.

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Questions?

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