Imagine 2018 Innovations Lab: 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

9. Creatuity’s Chatbot

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

19. Future of Chatbots

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?