Chatbots are poised to disrupt how organizations deliver customer self-service and already some exciting use cases have begun to emerge. DoNotPay announces itself as the world’s first robot lawyer. At the moment this chatbot lawyer can provide legal assistance and dispute claims with parking tickets in New York and the UK, delayed flights or trains in the EU and claiming payment protection in insurance (PPI) in the UK. More recently the robot lawyer was updated with the ability to draft legal letters to local councils for urgent housing assistance. The chat bot has negated 160,000 parking fines since its launch in 2015. It doesn’t take a great leap of the imagination to see similar chatbots for requesting customer service, ordering pizza, booking a car service or a flight.
In my previous posts I discussed the emergence of chatbots as a customer service channel. Chatbots provide an opportunity for organizations to engage with customers in a way that overcomes many of the limitations and costs associated with developing a business app.
The chatbot lawyer I think illustrates a few key things:
- A move away from relying on a business mobile app or a web page when we want to engage with an organization or a service
- Chatbots won’t just deliver information, they’ll deliver services
- The emerging role of messaging services as a vendor agnostic customer engagement channel
- The use of process automation to underpin chatbots and deliver services Chatbot BPM
If, as many believe, self-service is the future of customer service then chatbots represent the next step in self-service evolution.