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12 chatbot case studies prove ROI and show success of AI 1

Posted on June 22, 2019 by Rob Petersen
Chatbot Case Studies

Chatbot case studies

Chatbot case studies show the success of artificial intelligence (AI) programs that simulate interactive human conversation by using key pre-calculated phrases based on auditory or text-based signals. Chatbots are frequently used for customer service with marketing systems.

Chatbot case studies are also a demonstration of one of the more widely used applications of artificial intellence (AI) for marketing. Do Chatbots work?

Here are 12 chatbot case studies that prove ROI and show the success of AI.

  1. 1-800-FLOWERS: Used GWYN is a product of IBM’s artificial intelligence system, Watson, and is based on the Fluid Expert Personal Shopper (XPS) software platform). The chatbot helps consumers search for and place their gift order online. GWYN becomes smarter as “she” interacts with more customers over time; the eventual goal is to offer a customized shopping experience based on past buying behaviour. 70% of customers ordering through the chat bot were new 1-800-Flowers customers
  2. AMTRAK: Has 20,000 employees and serves 30 million passengers per year. Amtrak.com receives 375,000 visitors every day. Through their chatbot, Julie, travelers can book rail travel by simply stating where and when they’d like to travel.  Julie has been designed to function like Amtrak’s best customer service representative, She answer 5,000,000 questions per year. With Julie, Amtrak has increase bookings by 25%. A booking through Julie the chatbot generates 30% more revenue. Julie has produced an ROI for Amtrak of 800%.
  3. CHARTER COMMUNICATION: Is the second largest cable provider and the fifth largest phone providers in the U.S. Before switching to a chatbot service, Charter Communications had 200,000 live chats per month. 38% of these live chat conversations were for forgotten usernames and passwords. When they switched to a chatbot, it didn’t just take over those basic password and username questions. 83% of all of chat communications were handled by the bot. That’s 166,000 chat requests per month that Charter no longer had to worry about. And a 300% ROI within six months.
  4. COVER GIRL: Recognizing the important role that l media influencers play in reaching beauty consumers today, Cover Girl creates teen-focused chatbot messaging app called Kik, modelled after Kalani Hilliker, a 16-year-old American dancer, model and TV personality. The bot interacts with fans in a fun and natural way and shared branded product information and coupons when the user expresses genuine interest in makeup and achieving a new look. The results are 14X more comments per post, 51% click through on coupons and 91% positive sentiment.
  5. JOHNSON & JOHNSON: The BabyCentre UK website (part of the Johnson & Johnson family of companies) is a trusted pregnancy and childcare resource in the United Kingdom. From due date calculators to articles about self-care for moms to user communities, BabyCentre puts out a lot of content geared toward all stages of motherhood and its chatbot equally delivers. Much like its Facebook Messenger Bot, BabyCentre’s email marketing is also personalized and targeted. However, when BabyCentre tested whether its chatbot or email marketing drove more traffic to its website, the results were staggering. On average, the bot had an 84% “read” rate and a 53% CTR, 1,428% higher than email.
  6. L’OREAL: The biggest beauty company in the world, launches an innovative messaging chatbot for Facebook Messenger called Beauty Gifter to improve personalization. Beauty Gifter gets to know each user’s needs and preferences and makes personalized product recommendations from 11 different L’Oreal brands, integrating with L’Oréal’s e-commerce system for checkout. It also proactively follows-up with personalized, relevant content, pushed at the right time, to drive on-going engagement. Beauty Gifter chatbot case studies result show 27X higher engagement than email, 31% rich profiling and 82% loved the experience.
  7. MOBILE MONKEY: Easily creates chatbots that works through Facebook messenger. One of their tactics is to use a little-used Facebook ad type: the click-to-Messenger ad. They engage your audience on their own turf and reduce cart abandonment. For client, LeifTech, with only a $311 ad investment, they generated $14,975 in revenue and a 1133% increase in conversion.
  8. REWARD STREAM: A referral marketing program, now a part of buyapowa, is doing everything right on the digital marketing front: generating traffic, engaging content, effective paid advertising and a solid email marketing strategy. They decide to invest in a chatbot that engage visitors at the opportune moment. RewardStream find they steadily converts a higher number of leads as the days rolled by – reaching an impressive 30% of all conversions with the first month and a half..
  9. SALES RABBIT: Is a company that books meetings for sales teams. They use form that then exchanges emails between the rep and prospect, After switching to a chatbot, they are able to not only qualify leads but then immediately book time on their sales team’s calendar, SalesRabbit has a 40% lift in the conversion rate of requests to meetings held and a 50% increase in qualified leads.
  10. TREE RING: Is a service for creating custom yearbooks online. Their sales team is able to produce quality, sales-ready leads. But most of their sales come from current customers who like to spend time on the phone with sales reps. This may be a nice problem to have but it also is a drain on resources. By automating the lead qualification process through a chatbot, TreeRing sales people can focus on closing sales. This results in a 15X ROI through a 10% increase in pipeline value.
  11. VANARAMA: Leasing a vehicle is not a simple conversation. It’s an intricate, complex, and personal data-heavy process. Vanarama, the UK’s leading van leasing company, launched iVan, a full-page chatbot and a pop-up widget. iVan answers hundreds of frequently asked questions, takes users through an end-to-end van leasing journey, including credit checking and finance approval, close deals itself, without human intervention and hands over warm leads to human salespeople. iVan the chatbot closes over 500 sales and creates 30,000 leads.
  12. WHOLE FOODS: Whole Foods’ Facebook Messenger Bot connects with users by providing recipes, products, and cooking inspiration. Presenting filters and options for different types of food, including international cuisines with each message, Whole Foods makes it easy for users to narrow in on the kind of recipe they’re looking for. Once enough filters have been selected, the bot presents a link to a specific recipe that directs users to the company’s website. Rather than rely on direct visitors, Whole Foods’ chatbot drives traffic to their site from a platform where people spend on average 50 minutes a day.

Do these chatbot case studies convince you of their ROI? Do they help you see how AI is being applied to marketing. Are you ready to talk about the future of your digital marketing?

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