DoP Deep: How are companies using chatbots?
DoP Deep: How are companies using chatbots?
Inspiration and lessons from Tinder, Kayak, Intercom, Replika, Wix and others on how to build a successful chatbot
🔒DoP Deep goes deeper into the concepts and ideas that are covered in the Weekly Briefing to help you learn lessons from the experiences of top tech companies. If you’d like to upgrade to receive them you can do so below. Or you can find out more about what you get as a paid subscriber here.
Hi product people 👋,
Chatbots used to be awful. Up until last year, they worked reasonably well as a triaging tool before you got to speak to an actual human, but were still frustrating to use.
Now, companies like fintech startup Klarna are proudly boasting that their customer service chatbot was able to do the equivalent work of 700 full time chat agents, handling over 2.3 million customer service chats. Gartner predicts1 that at least 25% of customer service will take place on chatbots by 2027.
But how are top tech companies using AI to build the next generation of chatbots - and what other use cases outside of customer service exist?
In this DoP deep dive we’re going to take a closer look at how companies are building the next generation of AI chatbots and assistants to boost customer service and user happiness so that you’re fully equipped to consider whether your company should build a chatbot and why.
Coming up:
How top tier companies like Tinder, Kayak, LinkedIn, Intercom, Replika, Wix and others are using chatbots and AI assistants in their products
How to use AI chatbots effectively in your own product with use cases you might not have considered
Examples of companies who got their implementation of chatbots very wrong
Top new tools and SaaS products you can use to integrate into your product to build a world class chatbot
The full list of company chatbots featured - with links to each one
How top tier tech companies are using AI chatbots and assistants
In this deep dive we’ve hand picked a selection of top tier tech companies who have recently built chatbots for various different purposes.
We’ve categorised these bots into 3 distinct categories to help understand what each one does:
Customer service - chatbots built specifically for customer support
Value proposition - the chatbot is the product’s core value proposition
Experience enhancement - the chatbot is built as an additional feature that enhances the overall experience of using the product
We’ve also looked at which AI models each of these bots is using to get a sense of which companies are currently leading the market for AI chatbot development.
The full list of featured companies - with links to each of their chatbots - is available at the end of this post, but for now let’s explore some examples from each of these categories. You can use these as inspiration for building your own product’s chatbot - but as always, there are some downsides to consider, too. More on that later.
Intercom Fin
Category: customer service