Enhancing the Customer Experience with Chatbots
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Creatuity has developed a chatbot that is integrated into a company's Magento store to enhance customer experience. Key points: - The chatbot lives within the Magento installation so customers' data remains owned by the company, unlike chatbots on external platforms. - It can communicate via text, voice, or in-store robots to provide a omnichannel customer experience. - The chatbot is built on Amazon Lex and utilizes their machine learning to continually improve responses over time. - It allows customers to get assistance, learn about products, and place orders directly through conversational interactions.
Enhancing the Customer Experience with Chatbots
- 2. Innovations Lab: Enhancing the Customer Experience with Chatbots
- 3. Joshua Warren CEO | Creatuity @JoshuaSWarren @Creatuity
- 4. Chatbots
- 5. History of Chatbots • The first chatbot, ELIZA, was created in 1966 • 2010 – 2015 brought us Siri, Google Now and Alexa • 2016 – Facebook Messenger Bot Platform • 2016 – Microsoft experiments with Tay, Zo
- 6. What is a Chatbot? • A computer program you talk to via a messaging app, chat windows or voice • Responses range from completely scripted to dynamic responses powered by artificial intelligence •
- 7. Consumers Want Chatbots • 55% of consumers want a chatbot or virtual assistant to help with purchases • Sephora has seen an 11% increase in conversion rate through their chatbots on Facebook and Kik, creating additional points to interact with their brand
- 8. Why We Built a Chatbot • Lots of interesting chatbots on various messenger platforms • Interesting work being done in voice shopping • Not enough being done combining this and other trends into one intelligent, Magento-powered assistant
- 10. Our Chatbot is Different • Lives in your Magento installation – you own the data, not Facebook or Google • Can communicate via text, voice or in-store robots • Remembers users when they return to your site, even without an account
- 13. Built on Amazon Lex • The same platform Amazon uses to power their Echo/Alexa line • Ties in nicely with the Amazon AWS-powered Magento Cloud • Integrates into text, voice, phone calls and APIs • Allows for continual enhancements and learning
- 14. Built Into Your Magento Store • Most chatbots are built into a voice assistant, messaging platform or third-party service • Our chatbot exists in your Magento store – you own and control all of the data, and it can guide a user through the entire path to purchase • Anything your Magento site can do, our chatbot can do – Magento Commerce, Order Management & Business Intelligence
- 15. Goes Beyond Text • Our chatbot can conduct complete conversations – listening and responding via voice • Voice is powered by Amazon Polly, which speaks and understands almost 20 languages
- 16. The picture can't be displayed. Deployed in Store The picture can't be displayed.
- 17. Deployed In Store • Moving beyond the endless aisle kiosk to the omnichannel robot • Utilizing a Raspberry Pi, camera, microphone and speakers, our omnibot interacts with customers who might otherwise never use a kiosk • Enables customers to place orders and interact with their Magento account using voice or a screen
- 18. Constantly Innovating • Amazon is constantly improving the Lex and Polly platforms • Using the export and import features of Lex, we can deploy new features to each merchant’s chatbot on an ongoing basis • Built a foundation to allow for a fast time to market for further improvements
- 20. Omnipresence • Bots are stretching beyond just one messenger platform • Consumers don’t want to think about which platform they need to connect to a specific bot or merchant • Eventually, bots will be present on every communication platform you use
- 21. Convergence of Vision, Voice, ML • Now: Say “Buy a blue sweater in large” and the order is placed • Soon: Hold up a product you want to reorder, say “Order one more” and the order is placed • Soon after that: Reorders are placed automatically based on your usage habits
- 22. Frictionless Commerce • Chatbots are one component of frictionless commerce • “It’s just commerce” • Technology, stores, devices all disappear – consumers receive the product they want, when they want it, with no hassle
- 23. Creatuity’s Chatbot • Currently only available to Creatuity clients as we continue to refine it • Seeking merchant feedback to know what features you want, and how you would want to purchase such a service • Continuing to integrate new features on an ongoing basis
- 24. What do consumers want from a chatbot? • Think through the last few experiences you had shopping online • How could we make them frictionless? • What do you still have to email, call or visit a store for?
- 25. What do you need from a chatbot? • Each merchant has unique needs • Do you have a unique use case for a chatbot on your site?