Timo (PostNL) led the development of one of the first launching Google Actions in The Netherlands. He shares how they approached Voice, and how it fits in the bigger picture for PostNL.
13. !10
Flows
‘Hallo Google, wanneer komt mijn pakket?'
'Hi PostNL, waar vind ik de dichtstbijzijnde PostNL
Locatie?'
‘PostNL, kan je mij vertellen waar ik de brievenbus
vind?’
15. !12
Results after one month
4,0/5,0
Rating action
• 3700 users used the action.
• 3500 users were linked to the login page of the PostNL account
• 65 new PostNL accounts
16. * Source!13
Live, what’s next?
2018
The first contact with PostNL will
always be via a Bot. We always
offer a solution and we will send
pro-active updates via our bots.
2019 2021
Foundation
for a bigger platform
for chatbots.
Extend
the foundation
Integrated in
consumers daily life
and at PostNL
17. * Source!14
Learnings
# Be honest about the fact that the Daan is digital.
# Give the chatbot a character and a recognisable appearance.
# Approach someone personally , otherwise the information will be valued less reliable.
# Make sure the digital and real employee work as one team. Together they are stronger.
# Test your flows first, before you start to build them.
