When Should a Business Adopt a Chatbot: Successful Cases
While a chatbot may sound alien to several non-tech managers, it is helpful in various customer support services. AI Chatbot is developed based on artificial intelligence-based system. Artificial intelligence adoption may remain low among businesses, as explained in “How artificial intelligence can deliver real value to companies”. There are still early adopters who have invested a great number of resources to building an effective AI chatbot. These senior managers know that, despite some limitations, implementing an intelligent chatbox which aligns with their business strategy would even drive business more successful.
Solution to enhancing customer’s satisfaction
In the early phase, there are lots to consider, however, in easing the inconvenience of customers’ conversation with a robot, business leaders should take into account of what sectors of their businesses can a chatbot be of most value. In communicating with customers, chatbots are relatively less used across channels, only 15% of surveyed customers said they already chatted with a bot in the last 12 months.
Although the figure is rather small, experts predict the prospect for it to be much higher. The traditional online experience is on the decrease (34% it is difficult to navigate between desired sites, 31% simple questions are not answered yet, 28% necessary information about business are difficult to acquire), which leaves open the possibility for the rise of chatbot technology.
Successful use cases of chatbot
# Case 1: How Domino’s Pizza increased customer experience and had more orders?
Chatbot has made it possible for any customer to reach their favorite brands virtually at any time. Majority of young adults and teenagers already participate on many social media platforms. So, it’s a no brainer for fast-food businesses to integrate chatbot technology to target these demographics. Recording repeated orders, promotion distribution, delivery and news announcement are only some of the incentives.
Consider Dom from Domino’s Pizza, an example of successful chatbot implementation through Facebook messenger. Dom enables customers to choose from a variety of menu of different tastes, flavors. Further, Dom can understand the context of a conversation, with some degree of customized personality. Dom can offer you small talk and truly a user-friendly chatbot. It becomes easier for a customer to make an order, just at a click of customers’ favorite pizza icons.
Pizza has already become a common food choice because of the diversity in tastes, relatively simple ingredient customization, and consumption ease. If customers are able to conveniently learn about product promotions, change between categories, request different ingredient, they will more likely to consider the offered service adequate and well-served.
On the other hand, one of the most significant attributes of the Facebook messenger is that it provides a platform where friends can quickly exchange texts and get notifications; customers who are participating in the platform also expect brands to act likewise. The combination of the company’s products and services and its Facebook messenger shed light to ways for a successful implementation. Further, the degree of intelligence emphasizes in his personality. Fun chatting, skillfully using emoji are some the successful ways to communicate in short messages.
Learned lessons are straightforward. Understanding the uniqueness of available services and how to magnify it through a similar platform would bring more customers to brands. In other words, leveraging a business performance to help customers’ purchasing decisions should be put forward in considering chatbot implementation.
# Case 2: Mix and match customized outfits through fashion chatbot’s advice
H&M Chatbot existence has helped fashion lovers to navigate their customers’ search through several outfit possibilities and direct them to the store areas that most fit their desires. Firstly, the chatbot will allow customers to set gender and then suggest a suitable outfit along with its price. If customers like the suggested outfit, it will direct a link to the H&M internet shop, take customer’s email and start another outfit suggestion. By reducing the time required for searching information, H&M Chatbot has eased the urge of fashion call, making their customers enjoy the better online shopping experience. H&M, as a result, consistently increased sales over the past year (2017), released 11 new H&M online markets.
What H&M chatbot did was quite similar to Domino’s Pizza’s chatbot except integrating the importance of leveraging fashion design experience. Giving power to customers to freely design their own favorite outfits, H&M chatbot brings customers a sense of exploring new mix-and-matches, fulfilling fashion desire. Their ultimate value is fashion; an environment in which customers can feel the joy of getting involved in designing their own desires can only boost H&M reputation.
A common pattern between these successful cases is the ability to foresee the vision of bootstrapping business growth using chatbot. There are some suggestions below when business leaders consider implementing chatbot for their businesses.
1. There are a lot of common questions asked by customers.
The so-called FAQ (frequently asked questions) are easily predicted through business experience. Each time a visitor comes to a website, they expect answers for questions they may have. Having a chatbot that is available 24/7 and able to give the right answer will satisfy the need of lots of visitors. Further, empowered by artificial intelligence, chatbot is a real fast learner using minor support of the human brain. If experts can map out standardized algorithms for better AI development, the potential of a chatbot is to be precisely evaluated.
2. It is difficult for customers to find the right site to get the answers or actions.
Just as at the front office of your company, there are always receptionists who guide a visitor to the suitable. The same applies to any online business. Customers do not always understand what products or services a company offers. To ease their shopping trip, a business owner should consider the structure and extent of which his business can make use of an automated machine. Bear in mind one more merit of artificial intelligence; it allows your customers to gain access to multiple systems quickly and securely in real-time.
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