York University Social Science Chatbots Writing Question

Question Description

I’m working on a social science question and need an explanation to help me study.

Answer the following questions:

1. Should HubSpot replace its human chat representatives with chatbots? Why or why not?

What excites you and what worries you about using Chatbots with HubSpots customers?
What opportunities do you see for chatbots to help HubSpot interact with its customers?
What challenges do you foresee in using chatbots with HubSpots customers?
What can bots do better than humans?
What can humans do better than bots?
What are the strengths and weaknesses of chatbots?
What are the strengths and weaknesses of humans?

2. Which activities in HubSpots marketing and selling process would you turn over from humans to bots? Why?

3. In which phases of the funnel (ToFu, MoFu, BoFu) would bots be better/worse than humans? Why?

4. Now might customer behaviour change if customers interacted with bots vs with humans?

5. How might this behavioural change affect the type of relationship formed with the company and its inherent profitability (consider impact on cost of acquisition)?

6. As it develops best practices to share with its customers, what should HubSpot recommend regarding:

How human chatbots should be
Whether and/or when/how to disclose to a customer that they are chatting with a bot rather than a human
Whether the bot should always speak in the voice of the brand or adjust its relational style based on cues it receives from an individual consumer (why?)

For each answer, quote supporting information from the case, relevant information from the CRM textbook, other sources (not wikipedia!) if applicable.

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