Bulgarian National Radio – Sofia covered with an interview on the topic the launch by Umni of a chatbot for public opinion survey only 24 hours after the first citizens’ vote in it.
Chatbot as a platform for public opinion gives an equal opportunity to all who want to share what they think – with a few clicks, around the clock. It has access to a potentially much larger audience because it’s on Facebook Messenger, and can spread much faster because it’s easy to share without committing people to such routine activities as phone interviews. An important feature of this otherwise very simple chatbot is the ability to provide feedback with ready survey results – in real-time!
The use of chatbots for community service is not new. Survey chatbots are used by businesses, NGOs, or government organizations to gather information on topics of public importance and feedback from citizens. In the spring, at the height of the pandemic, media spread the word about many COVID 19 chatbots informing people about the virus and how to protect themselves. There are many educational chatbots that are designed to increase people’s interest in an important topic such as the problems of different groups of people, environmental protection, endangered animal species, and others.
To share your opinion about the protests in the country using the Umni chatbot, enter the bot at this link: https://m.me/yes.or.not.bot
Umni was invited on Bloomberg TV at the morning Business Start show for a 15-minute talk on the topic of the day: how chatbots help people and businesses during a pandemic and why they are a way out of the crisis.
In a conversation with the anchor, Hristo Nikolov was discussed several subjects such as the investments in an army of chatbots-lawyers in the United States and their importance for the society, virtual assistants as a trend and necessity for business, Umni’s chatbots for hotels, the successes of Bulgarian chatbots and how virtual assistants deal with bad words.
The British-Bulgarian Business Association organized a webinar “Tips for Planning Business and Leisure in 2020: Future of Hospitality and Travel”.
Umni took part in the panel for innovations in tourism, where we talked about chatbots, why Gartner put them 2 months ago on the list of top 5 business solutions now and in the next 18-24 months to get out of the crisis faster, and why in June CB Insights named them as the technology that will change customer support and service in the world after the coronavirus.
Umni published 3 case studies for customer’ chatbots from 3 different industries and business types. What they have in common is that the chatbots save staff time, help with customer service, extend working hours, and automate routine tasks. An interesting fact is that an average of 35% of users communicates with the chatbots of the businesses at night. Here is a summary of the 3 chatbots from Umni:
Ellie, the chatbot of the Varna Regional Library, is integrated with the electronic catalog of the library. The bot answers frequently asked questions and allow readers to re-assign books at any time of the day. Ellie “extended” the working hours of the library and successfully replaced the employees after 17:00. 3 months after activating the chatbot, re-assigning the borrowed books is the function most actively used by users. In March 2020, Ellie handled 30% of the requests. After the activation of Ellie, there is an exponential increase in communication between readers and the library in messenger. The case study here.
TEZBot, the chatbot of the travel agency TEZ Tour Bulgaria, helps the staff of the agency to gather the necessary information from the clients in order to be able to make an offer that meets their requirements. The chatbot offers travel information about various destinations. Prior to the implementation of TEZBot, messages on Facebook, and in the chat on the website took an average of 4 to 6 working hours to respond from the time of 1 person per 8-hour working day. In 10 months, TEZBot has helped over 4200 users, has successfully processed over 1100 inquiries, has saved an average of 12 minutes per customer to the staff – a total of over 850 working hours saved. The case study here.
Dr. Ross is the first virtual aesthetic assistant in Bulgaria. It helps the clients of the Reverse Dermatological Clinic to determine what aesthetic problem they have and to make an appointment for an appropriate procedure. Before Dr. Ross took on this role, 80% of clients’ messages on the clinic’s social media went unanswered, and one conversation took 15-20 minutes. In just 11 months of work, the clinic’s virtual assistant has saved 1,460 hours to the clinic’s staff. The case study here.
An article by Umni on the benefits of chatbots in hospitality and tourism was published in Serbian in the online tourism and hospitality magazine TURISTIČKI SVET.
The title “Revolution in the tourism industry: the rising star of chatbots” perfectly reflects the need for digitalization and automation in the industry as a long-term solution and an important investment for the way out of the crisis and recovery after Covid-19.
Our team thanks TURISTIČKI SVET and Editor-in-Chief Ljiljana Rebronja for sharing our article and support