News

AI and NLU (Natural Language Understanding) is evolving quickly and made quite some progress over the last couple of years. Still, it seems that we are not there yet to provide fully automated support via chatbots. Therefore a human intersection is necessary for every successful customer care bot. There are many different ways how humans and bots can work together to increase the performance of every customer service team. These are just four ways how human operators can successfully work together with bots in a clear and more or less seemingless way: 1. Upfront choice This is the most basic…

When it comes to eCommerce and pushing mobile sales, there have been two trends that companies heavily pursued in recent years, mobile-optimized websites and apps. Little did they know that exactly these trends will not be enough to succeed in the long run. Countless online businesses around the globe are relying on mobile optimized websites as their main channel to serve mobile users, but due to the quick emergence of more UX-friendly mobile eCommerce (“mCommerce”) technologies, mobile optimized website are simply not enough nowadays. Mobile websites are just not good enough for real mCommerce At some point, businesses felt it…

Chatbots here, chatbots there, chatbots everywhere. Do you work in marketing, advertising or communication and recently asked yourself what everyone – including that know-it-all intern with the smarty pants glasses – is talking about? I know that feel, bro. Just a couple of weeks ago, I myself - a marketer and advertiser of 10 years - started fresh at oratio, an IT startup dealing in customer service through mobile messengers and the development of smart chatbots for eCommerce. Since then I devoured every piece of information on that topic and recapped my findings so you don't have to. You're welcome. Read this…

I think you agree with me when I say: Constantly staying in contact with your customers is essential for every B2C business. So how come you are still ignoring what is likely to become the number one B2C communication channel: messengers? In this post, I will give you three great reasons that will make it impossible for you to further ignore messengers as a customer communication channel. 1. Position yourself where your customers are As an avid reader of oratio insights, you probably know by now that the big four messaging apps already have surpassed the big four social networking…

One of chatbots most useful functions is serving as a customer service tool. Building the perfect chatbot for that task is not that easy if you don't have any experience in customer service on messenger platforms. So, if you have decided to improve your customer service with the power of chatbots, here are a few things to get right to ensure you are providing the best service .​ 1- Response time Response time is everything in customer service. Frankly, no one wants to wait too long to have their problems solved. So, communicating quickly is every customer’s dream. Also, Facebook…

How many apps do you have on your mobile phone and how many of them do you really use in your daily life? We all have loads of apps and let’s admit: Most of them are not used more than once or twice. Then we do monthly clear out to make space and delete some of them. We can divide those apps in three: ones that we really use, ones we use sometimes then delete, but then suddenly we need it and install it again! And ones we never actually use but we thought that “It’s a really…

The term conversational commerce was first coined by Chris Messina earlier this year. It means you can communicate with bots, real humans or a hybrid of these two for your daily tasks when you are in your messaging comfort zones such as WhatsApp, Facebook Messenger or Telegram. Below is a quick comparison of the different messaging platforms available to utilize conversational commerce. Telegram Telegram Messenger is usually known for its security policy. You don’t have to be worried about your private conversations if you use it, as chats are encrypted and self-destroying if you want to. They do not…

Its been just over a week since Apple's announcements at WWDC and we can spot some trends in the direction iMessage might be taking. One that is similar to the move Facebook Messenger made almost a year ago. With the platform opening up to third party applications, could this mean Apple's messaging service will eventually be opening up to chatbot developers? And with this, how will iMessage compare with other messaging platforms? The new iMessage features Emoji's will change, users can add notes in their own handwriting and iMessage will also include animated media and other snazzy effects. But what…

Chatbots are changing the way we interact with services and have already been labelled as the “new apps”. They could be the future of communication and the beginning of a new era of the internet. WeChat has already shown how to build a truly mobile platform rather than just a mobile app. They used payment as a portal and are pioneers of the “app within an app” model. Other messenger platforms like Facebook Messenger, Skype, Telegram, Line, Slack or HipChat are competing to become the “WeChat of the West”. We put together a slidedeck, featuring the most important key aspects…