#CUSTOMER SERVICE TOKOPEDIA HOW TO#

'It is important for businesses to get these aspects right, or consumers may lose trust in the chatbot and not use it anymore,' he added.

#CUSTOMER SERVICE TOKOPEDIA HOW TO#

The chatbot should also be user-friendly, so customers know how to use without any onboarding. They want the chatbot to be more human-like, and they want a good user interface, artificial intelligence (AI) and system integration,' explained?Kurniawan. The chatbot, which was tested among 10 users for three months, 'failed miserably' as nobody used it and it took Tokopedia six months to roll out a chatbot that is good enough for the general public.ДЄccording to Kurniawan,?people are looking for a chatbot that is conversational, and communicates more like how a human would.?'People are changing. Tokopedia started off with a chatbot that replies to frequently asked questions automatically in early 2018, but?Kurniawan said consumers were not satisfied with the answers it provided. But at Marketing Interactive's Digital Marketing Asia 2019,?Felix Yuwono Kurniawan (pictured below),?head of product ? chatbot, dispute settlement and operation at Tokopedia said speed alone is no longer suffice to meet customers' expectations today. It is said to generate revenues amounting to approximately US$350 million by 2024 due to the advent of messaging applications such as WeChat in China.ДЄs such, customer service as we know it has changed? - driven by customers' increasing priority on quick responses. Chatbots are the new face of customer service.?A study by Forrester in 2018 found that 57% of companies globally already using chatbots or planning to do so and?the chatbot market is surely picking up speed in Asia Pacific, according to Global Market Insights.

Customer service tokopedia