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CHATBOT
Do your Customers need it?
Chatchawal Sangkeettrakarn
Human Computer Communication
Reserch Unit
National Electronics and Computer
Technolog Center
TRENDS
1st Thai Chatbot MeetupC. Sangkeettrakarn
10% of your online "friends"
will be nonhuman.

-Gartner-
2015
5
1st Thai Chatbot MeetupC. Sangkeettrakarn
AI will disrupt the jobs of 1 million phone-based
customer support agents, and t...
1st Thai Chatbot MeetupC. Sangkeettrakarn
Early adopter brands that redesign their
websites to support visual and voice
se...
Healthcare Bots Worth
$314.3 Million
src: http://www.businesscomputingworld.co.uk/
2023
Chatbot for Banking Market
is expected to reach
$2,154 million
src: https://www.progressivemarkets.com/
2024
1st Thai Chatbot MeetupC. Sangkeettrakarn 12
1st Thai Chatbot MeetupC. Sangkeettrakarn 13
1st Thai Chatbot MeetupC. Sangkeettrakarn 14
1st Thai Chatbot MeetupC. Sangkeettrakarn 15
EXPECTATIONS
1st Thai Chatbot MeetupC. Sangkeettrakarn 18
How can chatbots enhance your business?
Automation
Accuracy
Cost Effectivenes...
Customer Expectations
24x7 Customer Support
Quick Resp to Simple Que.
Instant Reply
Convenience
Ease of Communication
Easi...
1st Thai Chatbot MeetupC. Sangkeettrakarn 20
Thai Customer Expectations
24x7 Customer Support
Quick Resp to Simple Que.
In...
BENEFITS
SUCCESS 

OR 

FAIL
1st Thai Chatbot MeetupC. Sangkeettrakarn 26
Key to Success
Does your business need chatbot?

What are your customer need?...
Customers don’t care about 

how smart your chatbot is, 

but what benefits it make.
- C. Sangkeettrakarn -
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
Chatbot - Do your customers need it?
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Chatbot - Do your customers need it?

  1. 1. CHATBOT Do your Customers need it? Chatchawal Sangkeettrakarn
  2. 2. Human Computer Communication Reserch Unit National Electronics and Computer Technolog Center
  3. 3. TRENDS
  4. 4. 1st Thai Chatbot MeetupC. Sangkeettrakarn 10% of your online "friends" will be nonhuman. -Gartner- 2015 5
  5. 5. 1st Thai Chatbot MeetupC. Sangkeettrakarn AI will disrupt the jobs of 1 million phone-based customer support agents, and that 10% of B2C first-level engagement requests will be taken by virtual customer assistants (VCAs), up from less than 1% today. -Gartner- 2020 6
  6. 6. 1st Thai Chatbot MeetupC. Sangkeettrakarn Early adopter brands that redesign their websites to support visual and voice search will increase digital commerce revenue by 30%. -Gartner- 2021 7
  7. 7. Healthcare Bots Worth $314.3 Million src: http://www.businesscomputingworld.co.uk/ 2023
  8. 8. Chatbot for Banking Market is expected to reach $2,154 million src: https://www.progressivemarkets.com/ 2024
  9. 9. 1st Thai Chatbot MeetupC. Sangkeettrakarn 12
  10. 10. 1st Thai Chatbot MeetupC. Sangkeettrakarn 13
  11. 11. 1st Thai Chatbot MeetupC. Sangkeettrakarn 14
  12. 12. 1st Thai Chatbot MeetupC. Sangkeettrakarn 15
  13. 13. EXPECTATIONS
  14. 14. 1st Thai Chatbot MeetupC. Sangkeettrakarn 18 How can chatbots enhance your business? Automation Accuracy Cost Effectiveness Multi-tasking Dynamics Productivity Collaboration
  15. 15. Customer Expectations 24x7 Customer Support Quick Resp to Simple Que. Instant Reply Convenience Ease of Communication Easily Reg. a Complaint Efficient Comp. Resolution Good Customer Exp. Quick Ans. to Complex Que. Expert Answer Friendly 0 17.5 35 52.5 70 9 14 18 18 18 28 37 50 51 64 68 src: Maruti Techlabs, MEDIUM
  16. 16. 1st Thai Chatbot MeetupC. Sangkeettrakarn 20 Thai Customer Expectations 24x7 Customer Support Quick Resp to Simple Que. Instant Reply Convenience Ease of Communication Easily Reg. a Complaint Efficient Comp. Resolution Good Customer Exp. Quick Ans. to Complex Que. Expert Answer Friendly 77% 18% 33% 57% 19% 39% 53% 74% 63% 84% 73%
  17. 17. BENEFITS
  18. 18. SUCCESS OR FAIL
  19. 19. 1st Thai Chatbot MeetupC. Sangkeettrakarn 26 Key to Success Does your business need chatbot? What are your customer need? How can chatbots enhance your business? What is your chatbot like?
  20. 20. Customers don’t care about how smart your chatbot is, but what benefits it make. - C. Sangkeettrakarn -

Chatbot - Do your customers need it?

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