Interesting Crowdsourcing Cases:MJ’s New Video, Iceland’s Constitution

A lot of videos and forums where opinions are crowdsourced have recently come to my attention. However, at Mindjumpers we rather like to look at it as being ‘Tribesourced’. The term Tribes was suggested by Seth Godin in 2008 as a “group of people, large or small, who are connected to one another, a leader and an idea”. This fits with social media as fans or tribe members get to be part of the final outcome in a participatory or engaging manner.

A good example of this is Michael Jackson’s new video for the song “Behind the Mask”. Thousands of MJ fans worldwide contributed to the posthumous Michael Jackson music video for “Behind the Mask” released Tuesday, June 15 on the star’s Facebook page.

To participate, fans selected from a number of actions from Jackson’s website (“playing an instrument, singing a lyric, acting out a crowd reaction or demonstrating a classic MJ dance move”), then filmed themselves with a webcam or uploaded video shot elsewhere. Using a split-pane interface, they could then line up their video with Jackson’s in order to follow the directions. In this case, there is a Tribe of fans, who are connected with the common act of liking Michael Jackson’s music. This was a great concept as MJs fans(tribe) got to participate in the video, which engaged then with their beloved star, even though he is not with them anymore. Brilliant work, according to me !

Another interesting example of it is Iceland’s new constitution. The country’s 25-member constitutional council is posting draft clauses on its website and inviting the public to comment on them there or on its Facebook page. And their comments are actually being incorporated into the document. The council also has Twitter, YouTube, and Flickr accounts and is streaming all of its meetings live. This was again a very interesting use crowdsourcing  through social media since the people of Iceland, got a chance to give their opinions and have a say in the constitution. They also got a chance to see all the meetings live which kept them well informed about how the affairs of their country are shaping up. Especially through channels they regularly access.

Now a look at MJ’s Crowdsourced video:

 

Get Ready for the Bots – on Facebook Messenger

2Facebook Messenger was released 5 years ago and now has over 900 million users. Originally receiving a flood of negativity towards a standalone messaging app, compared to one simple Facebook app, users seem to be warming to it. The decision to make it standalone does make a lot of sense, since messaging is a big part of people’s lives nowadays and Facebook even bought the domain messenger.com to launch a version for web browsers last year. Their 900 million users will more than likely be merged with Whatsapp’s 1 billion users, which means that Facebook will have the personal phone number of every single user – sounds like $19 billion well spent.

 

Open for Business

So that’s humans covered. Where to go next? Facebook is now venturing into their next Messenger-based project: bots. If you haven’t been keeping up, Facebook launched Messenger Platform last month, which holds within it, chatterbots. Luckily, these bots are not machine learning bots, such as the disaster that was Microsoft’s Tay. They do have some humorous replies if provoked but they ultimately steer the conversation back to the subject they’re designed to cater for. Thanks to their highly advanced Send/Receive API, these bots are able to reply with actual structured messages, including links, images, hotel reservations, the weather etc. You may immediately compare this to Apple Siri, Microsoft Cortana, Google Now and Amazon Echo, but what sets bots on Messenger apart is the fact that businesses can develop them, which in turn gives them another way to develop customer service. Simply put, bots could end up changing the world by replacing humans in such job sectors. Without the bespoke customer service integration that Messenger bots provide, the above voice-activated services will most likely not be able to solve business-related queries themselves. Having said that, the way bots behave is very reminiscent of the way Siri does. Maybe they’ll talk to each other one day and we’ll get the best of both.

 

Customer Service and Added Value

So how can these bots work for brands? Well, eventually, every major company in the world will have an account, which will be a first port of call when contacting their company. The reason this is almost definite is due to Facebook’s already-mammoth-sized network of users. It doesn’t get any bigger than Facebook when advertising to individual people, so connecting Messenger bots (as customer sales reps, for example) is extremely attractive. Messenger codes, one of many things taken from Snapchat, will also make it easier for businesses to connect with their customers. One industry example is how bots will almost certainly change how banking works for the consumer, replacing an app or web-based system with a dialogue with a machine that is able to understand your every need. The option to send money within Messenger itself is highly likely too, like Snapchat allows. This could also eliminate the hassle of speaking to a bank’s voice recognition system when calling by telephone – no more time (and money) wasted by the dreaded “I didn’t catch that. Please try again.” These voice recognition systems are essentially bots done badly, but they’re based on voice, which is a lot more difficult to translate into zeros and ones. Plus, you cannot autocorrect your voice (yet). I can see this whole system being replaced by bots – it could even connect you to a human advisor with ease, as you’re most likely already using your phone. Even if you’re using the desktop version or Facebook Chat, I’m sure they’ll figure something out. Besides banks, what other markets will benefit from this? Restaurants, travel and possibly supermarkets with online shopping services are big industries for it to thrive. The healthcare industry could also be a large portion – Healthtap have already created their bot, which isn’t surprising considering one of the first ever chatterbots was called DOCTOR and simulated a psychotherapist. In fact, the potential amount of markets are endless for this stream of interaction – just like it is with human customer service.

 

At the end of the day, customers are moving towards messaging as their preferred choice of customer service. And as generations progress, it will no doubt become the standard – a phone call will most likely be reserved for long, meaningful conversations with friends and family, which in turn will add even more meaning to them. The phone call will no longer be taken for granted, but talking to robots will be.