Cloud-based Conversational Agents for User Acquisition and Engagement

摘要

The benefits of cloud computing have driven different companies from diverse sectors to migrate their products and services to the cloud. In the last decade many businesses have adopted web and mobile applications to offer better customer service as well as used social networks for advertisements and marketing campaigns aiming to acquire, engage and retain their customers. This paper presents a case study combining the areas of chatbots, cloud computing and customer service, acquisition and engagement targeting the gastronomy industry; it evaluates and compares the implementation of a chatbot as a cloud-native application (Platform as a Service) versus one built utilizing an authoring tool (Software as a Service); and it demonstrates how a gastronomic business could attract with ease new customers by interacting with them using chatbots embedded into instant messaging apps.