Chatsbots, let’s talk about the future.  

06 décembre 2017 , team HFA

Here at High Flyers Agency we’re accustomed to recruiting for companies at the forefront of technological advancement. We’ve already worked with top start-ups in AI, Blockchain and SaaS but when one of our clients came to us asking to help recruit for positions relating to chatbots, we had to admit that it was a first. So, as with all High Flyers Agency recruitment projects, we decided that we would have to jump straight into this new pool, and we are so glad that we did, because we learnt a lot.

First things first, before we start any new recruitment project, we like to do our own research. The initial thing we all realised was that chatbots are much more widely used than we were even conscious of. There are now more than 100,000 chatbots on the Facebook Messenger platform, a huge increase from the 33,000 in existence in 2016. They give people direct access to customer service, answering their questions and responding to their requests in an instant. Why the huge growth spurt, we wondered? Well, research shows that for the first time ever, people are using messaging apps much more than social networks, and companies are responding to that in force.


Who’s onboard?


One industry that is really harnessing the potential of chatbots is the travel industry. With the phenomenal increase in online bookings, customers crave the ability to have their trips booked and travel documents organised without having to bother picking up their phone or leaving the comfort of their home. This is exactly why many companies have acknowledged the growing needs of their customers by providing the type of 24/7 service that only a chatbot can. Airlines such as KLM and Austrian Airlines have already tapped into this new technology, allowing customers to check-in, verify the status of their flight and talk to their customer support directly. KLM has even gone a step further and became one of the first airlines to allow customers to request their boarding pass through the Facebook messenger app itself.

Expedia also joined the party with the 2016 introduction of its Facebook chatbot, helping customers narrow down their search to identify exactly what kind of trip they would like to book. Marriott hotels, Skyscanner and Kayak have all jumped on the chatbot wagon. This only reinforces High Flyers’ thinking that chatbots are going to become more and more prevalent in our digital world.


How will companies adapt?


What does this mean for the future of companies though? Will we lose certain jobs to chatbots and see a rise of customer service talent looking for new career paths? In an interview with CNBC, Ajeet Singh, Co-Founder of ThoughtSpot, a business intelligence and big data analytics platform, thought not. “Whenever there has been a fundamental revolution in technology, people are always afraid. When ATM’s first came out everyone feared that people in the banks would lose their jobs but now there are more people working in bank branches than in the 1980’s. This is because people became Relationship Managers and took on other jobs, so banks were able to create better jobs for their employees. I think AI will allow average people to have jobs that were previously only available to experts.”


New positions, new talent


Indeed, as High Flyers Agency embarked on this new recruitment project, we began to see that what chatbots were actually doing was creating new jobs and sparking the learning of new skills for employees working within many different industries. Chatbots are still a relatively new concept and as such still need to be developed. This allows companies to be creative and to do this they need to hire an array of new positions such as Chatbot Product Owner, Solutions Engineer and Chatbot orientated Sales positions, who will help make chatbots part of their new anatomy. This new recruitment of talent will give companies the potential to embark on new and exciting projects, which adapt to our malleable relationship with technology.

Some companies seem to be already one step ahead and have most likely hired some skilled chatbot talent to take on this challenge. CheapFlights for example has a witty, personalised way of replying to their customers’ enquiries through Facebook. When we tried it out (we of course said we wanted to jet off to the Bahamas, we can but dream!) the chatbot replied with, “I’m so jealous!”. Yes, so are we. This got us thinking, if they have been able to recruit the right chatbot account managers and engineers for their brand, there is a whole host of opportunities for the right individuals to make an impact in other travel companies. As we all know, the digital world is constantly changing and evolving. What’s great about that is there are always new jobs and career opportunities for individuals with a passion for enhancing their skillset and taking on new challenges.

So, it seems that there is a lot of scope to develop chatbots to become interesting characters of their own. This of course is only possible with the help of talented candidates who fill the positions that are needed to make this a reality. That’s why High Flyers Agency is very excited to help find and recruit the kind of people who will be able to do exactly that and help them get the right job for them. So, if you think you’re somebody with the right experience and an interest in chatbots, get in touch (through our website for the moment, as we haven’t quite got the High Flyers’ chatbot up and running just yet).

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