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Latest 18 Sep 2019 | Customer Service | 3 min read

This week: The BBC's New Chatbot, Google RCS, and the Aviation Festival

Hello and welcome to The Conversation Round-Up. This is the first in a new bi-weekly series where I’ll be sifting through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

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The BBC’s GCSE Chatbot

I always love it when I come across a new use of messaging or automation in everyday life - it’s really become ubiquitous over the past couple of years. It may be outside the realm of customer service and experience, but the BBC GCSE chatbot is a great example of how automation can be deployed to provide a rich user experience. It can’t bump your child’s grades from a B to an A but it nimbly answers those burning questions and provides solid, practical advice on the next steps to take.

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Google RCS is Nearly Here!

In the fast-paced tech world, a decade feels like an eternity. Well, after ten years of lobbying telcos to introduce Rich Communication Services (essentially SMS 2.0), Google have taken matters into their own hands. “Android users in the UK and France can now opt into RCS services provided directly by Google”. It’s certainly an interesting development and we eagerly await to see how widely the format is adopted and the subsequent utilizing by brands. The only sticking point I can see is that RCS doesn’t offer end-to-end encryption at a time when consumers are more aware of their privacy than ever before.


The Aviation Festival 

I was fortunate enough to be a guest speaker at the Aviation Festival a couple of weeks ago in London, spreading the virtues of messaging and automated customer service. I was delighted to hear from the leading airlines in attendance that they’re investing heavily in digital customer experience. In such a competitive industry, it pays to differentiate your service by offering innovative solutions for your customers. 

the leading airlines [are] investing heavily in digital customer experience

That’s it from me for now. I’ll catch you again in a couple of weeks. In the meantime, if you have any questions about customer service messaging or automation, feel free to continue the conversation @IdoHacohen. With the continued roll-out of new channels such as Apple Business Chat and Google RCS, it’s a good time to evaluate your current position and make plans to get ahead of the curve.

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