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The chat bot is programmed with all the usual information contained in a company’s website. “It acts like a personal shopper, giving people recommendations,” he says.
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The chat bot becomes smarter over time as it learns through user searches. If it can’t answer a question, it will generally open up a live chat with a customer support agent, who can respond to the customer’s queries.
Resources like chat bots are changing the way customer support staff operate because there is less demand for them to answer the basic queries to which the robot can respond. Zelcer says, “they won’t be just answering phones. They'll be on live chat and answering emails.”
A number of different technologies are used to develop the bots, depending on the client’s needs. “An artificial intelligence robot would use Google software. And automation functionality would be built on the messenger platform,” he says.
Zelcer started developing the idea in 2011 while working in a mobile phone repair shop. “I spent time after hours learning online advertising, and I helped bring in five times the amount of daily repairs within months. From there, I got clients by word of mouth, and in 2012 left my job to freelance, and created Adboy.” The business is on track to turn over $500,000 in its first year.
He says he does not have a long-term vision for the company because technology is moving so fast. “I don't think it's really the best idea to have expectations or visions for the future in advertising and technology. Nineteen years ago there were no Google ads, and only 11 years ago there were no Facebook ads, both of which are my core business now. Chat bots and messenger marketing have just emerged. Another big thing might be around the corner, as could the extension of something that works really well for us now.”
Zelcer, who is self-taught, has invested all his earnings back into the business. “I was raised to live within my means. This is reflected in the way I handle money within the business. I never borrow, and I only spend what is being earned. I like to spend my money smartly to make money. When I can't afford something I need, I'll try to make a trade. Like when I first started freelancing, I swapped my advertising skills for a desk in a design studio.”
He says his biggest challenge has been his nature. “I don't really have the gift of the gab, and I come across as being very technical. But my chat bot helps me with sales.”
Zelcer is reluctant to share tips with other entrepreneurs.
“If I had taken most of the advice I received along the way from other entrepreneurs, I probably wouldn't be here. There are zero templates for success in business. Just educate yourself and do your best work.”
It’s a surprisingly refreshing attitude in an industry replete with people who think they are poised to be the next big thing but rarely are.