World Largest Appliance Manager Improves Customer Intimacy with Chatbot

Executive Summary
Today AI (Artificial Intelligence) is transforming almost every aspect of our lives; from digital assistants to image-recognition software to self-driving cars is now becoming a reality. There has been a steady demand for AI-based marketing and sales solutions and the market is expected to be valued at USD 6.46 Billion in 2018 and is likely to reach USD 40.09 Billion by 2025, at a CAGR of 29.79% during the forecast period.

The client has selected IBM for deployment of the Marketing Chatbot in ASEAN region. This chatbot will help their potential customers to discover products, answer frequently asked questions, view promotions and contact support. The chatbot will be deployed in Singapore, Thailand and Vietnam country websites and respective Facebook pages.

In addition to our differentiation through better Natural language processing capabilities; our flexibility of the solution that helps in deploying it across multiple channels, interact in English, Thai, Vietnamese languages and integrate it with multiple APIs were key to beat the competition.

Client Need
The client wanted to use data analytics and artificial intelligence to improve marketing in ASEAN region. The client wanted to free up time of their marketing staff and help business save marketing dollars. They were looking for a marketing solution that can also integrate with APIs from the client’s back-end systems and external 3rd party service providers and promote their products to the potential customer

IBM Solution
IBM was selected for deployment of the Marketing Chatbot in ASEAN region for the client. This chatbot will help their potential customers to discover products, answer frequently asked questions, view promotions and contact support. The solution uses Watson Assistant (formally Conversation Service); Watson Discovery services along with custom utility maintenance tools and integrates to more than 5 APIs from client’s back-end systems and external 3rd party service providers. The chatbot will be deployed in Singapore, Thailand and Vietnam country websites and respective Facebook pages.

IBM Solution Components

  • Cognitive Process Transformation
  • IBM AI/cognitive chat bot and a range of IBM Watson services

Value to Client
Client will now have a Marketing chatbot to interact 24x7 with potential customers. Walk in customers in physical stores, will also be able to launch the chatbot at the store using QR messenger codes and learn about the products. The recommendation engine of the chabot help customers discover the specific model numbers based on user needs like family size. Further the chatbot will provide user ratings, reviews, online/offline web stores and price comparisons. Customers can ask questions in natural language to get responses from the bot regarding products details. Relevant on-going promotions will also be shown based on their chat history. All customer interaction, will be tracked a single google analytics view.

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