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Recent results in the development of advanced User Interfaces focused on a new kind of interaction based on conversational capabilities. Quite common in digital channels and app, nowadays
Conversational Systems can be understood as those intelligent machines able to understand language and conduct a written or verbal conversation with a User. A typical example of conversational system is a bot talking within a chat (chatbot), or a vocal assistant as Microsoft Cortana, Amazon Alexa, Apple Siri, etc.
Typically, their adoption is aimed at improving Customer Experience by steering interaction towards some kind of smart assistance. Their objective is providing informed answers, cues, help in direct channel interaction, possibly providing relevant answers in a timely fashion.
In the context of the framework
Robotics for Customers, Conversational Systems are pivotal tools. They result as a crucial mean to improve Customer interaction, their experience and their engagement. They can be exploited to enhance existing channels or they may even constitute a fully fledged new digital touchpoint from scratch.
Advanced Chatbots go beyond basic conversations and fulfill real world tasks, for instance automating workflows, scaling teamwork and fully exploiting business opportunities and capabilities.
One of the first cases where the Robotics for Customers approach has faced Chatbots has been in the
automotive industry, where online assistants have been conceived for product presentation and catalogue configuration.
Looking for a new car contains many decisions to be made and questions to be answered. For instance: how many space I need? Did I want electro, hybrid or maximal performance? What’s about the number of seats? During their market exploration, Customers wants to answer those questions at a time which fits to our life – on weekend, afternoon or without driving to a dealer.
From a manufacturer perspective, instead, the use of a chatbot can be a mean to physically bring the customer to the dealer, while the conversion event could be fixing an appointment with the dealer.
This is where a conversational interface comes into play. From a Customer perspective the solution
bridges the knowledge gap about the product, it seems to be a perfect option to
save effort and straightforwardly respond to immediate needs . From the manufacturer side, instead, the chatbot is an automatic dealer, capable of smart interaction capabilities, exploitable by anyone, at any time. Even more, Chatbots can be provided with a proper
storytelling, capable to adapt in terms of personalities, and conceived to be aligned with other major marketing campaign or initiatives within the brand.
Robotics for Customers experiences have shown that Chatbots provide stunning conversion volumes, guaranteeing a frictionless user experience.
The way people shop for cars has changed markedly: digital customer experience is the new battlefield and a real source of competitive advantage.
Chatbots can offer resourceful assistance to consumers while economizing processes for brands, in every phase of the customer journey: awareness and consideration (car configuration, creative engagement); after sales (smart services); loyalty. That’s why automotive companies want to be there where the action is: in messenger apps like Skype, Facebook Messenger, Slack, Whatsapp, Wechat, Telegram, Kik.
Reply highly specialized multidisciplinary teams combining technological expertise, marketing skills and UX thinking, to build bots with deep learning capabilities, strong purposes and unique voices. Thanks to Robotic for Customer Framework and AI recommendation engines, our developers can program virtual entities that understand users’ preferences, analyze their interactions and make predictions. Our designers and copywriters are able to translate these technical abilities into great conversational experiences, in order to captivate and excite people. Because an active, engaged brand community can drive innovation and increase customer loyalty.