Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Michael Solomon
Saint Josephs University
- Part 1Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
- Part 2 Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Show Notes
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02:52Customer interactions with robotsRobots are already a part of a consumers daily life. We are used to conversational AI bots like Siri. But theres still ambivalence towards interacting with machines.
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7:38How bots are disrupting sales teamsLower-end tasks like providing general product information will be automated. The need for engineers and other specialists will increase to meet the new needs of these teams.
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10:05Where chatbot technology fits in the sales funnelBots are being used at the intake level as well as qualifying prospective leads. People prefer personalized bot experiences over ones with bad sales reps.
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11:45Industry adoption of bot technologyThe apparel industry has been using this technology to power personalization platforms. The better bots get at making subjective decisions, the wider adoption will become.
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13:24Widespread adoption of bot technologyIf the bots can prove consistent expertise in their specialized area and theyre well packaged, people will eventually start using them more often.
Quotes
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"Different elements of the sales message, such as the source of the message, exert a huge impact on the likelihood that people will listen to it or change their minds." -Michael Solomon, SJU, Prof. of Mktg
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"As consumers increasingly are going to be interacting with non-human sales people, marketers have to give a lot more thought to the research." -Michael Solomon, SJU, Prof. of Mktg
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"We have apprehensions about people losing their jobs to robots. On the other hand, we love Siri and Alexa." -Michael Solomon, SJU, Prof. of Mktg
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"Saudi Arabia recently took a robot that was manufactured in Japan and made it a citizen. We're starting to see a collapse of the boundaries between humans and machines." -Michael Solomon, SJU, Prof. of Mktg
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"Sales people doing very routine tasks, giving out generic product information, etc, will probably be replaced." -Michael Solomon, SJU, Prof. of Mktg
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"Perhaps creative problem solving is going to be more important. And artificial intelligence eventually may get to the point where it can make those judgments as well." -Michael Solomon, SJU, Prof. of Mktg
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"80% of millennials expect that a company knows who they are and why they are calling, when they call that company." -Michael Solomon, SJU, Prof. of Mktg
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"There's at least 10 startups out there that are trying to input people's stylistic preferences and recommend outfits for them." -Michael Solomon, SJU, Prof. of Mktg
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"We'll reach the point fairly soon where a non-human with enough data about your personal idiosyncrasies is probably more accurate than a poorly trained, minimum-wage paid human." -Michael Solomon, SJU, Prof. of Mktg
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"It seems intuitive that we're going to trust these non-human interfaces more if they can establish that they are experts in that field that they're giving you advice on." -Michael Solomon, SJU, Prof. of Mktg
- Part 1Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
- Part 2 Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Up Next:
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Part 1Tomorrow’s Customer Experience — Michael Solomon // Saint Josephs University
Michael Solomon, Professor of Marketing at Saint Joseph’s University, talks about changes to how we communicate with our customers. Like customer needs, brand perceptions are bound to change over time. How do we attract new customers while nurturing our existing customer base? Today, Michael discusses staying alert to tomorrow’s customer experience developments.
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Part 2Using Persuasive Sales Bots — Michael Solomon // Saint Josephs University
Michael Solomon, Professor of Marketing at Saint Joseph’s University, concludes discussions on changes to how we communicate with our customers. The ability to communicate with customers and collect their feedback at scale is a marketer’s dream. When the same piece of technology can cost you your job, it becomes a marketer’s nightmare. Today, Michael explores the use of persuasive sales bots.
