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Innovations Lab: Enhancing
the Customer Experience
with Chatbots
Joshua Warren
CEO | Creatuity
@JoshuaSWarren
@Creatuity
Chatbots
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
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
•
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
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
Creatuity’s Chatbot
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
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
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
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
The picture can't be displayed.
Deployed in Store
The picture can't be displayed.
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
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
Future of Chatbots
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
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
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
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
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?
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?

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Enhancing the Customer Experience with Chatbots

  • 1.
  • 2. Innovations Lab: Enhancing the Customer Experience with Chatbots
  • 3. Joshua Warren CEO | Creatuity @JoshuaSWarren @Creatuity
  • 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
  • 11.
  • 12.
  • 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?