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12 chatbot case studies prove ROI and show success of AI 0

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?

30 fascinating facts on chatbots and customer service 0

Posted on July 09, 2018 by Rob Petersen

Chatbots are robots programmed to respond like humans through a computer program and artificial intelligence.

It is an assistant that communicates through text messages, a virtual companion that integrates into websites, applications or instant messengers to help businesses give better customers service. The video above explains how.

If you’ve interacted with Apple’s Siri, Amazon’s Alexa, Microsoft’s Cortana, and Google Assistant, among others, you’ve used a chatbot.

And, if your business is on Facebook, Facebook Chatbots are a free feature show to improve marketing, sales and customer service results.

Do they improve customer service for businesses? Are they here to stay?

Here are 30 fascinating facts on chatbots and customer service.

  1. 75% say they want to know whether they are chatting with a chatbot or a human.
  2. 74% of consumers say they used voice search in the past month, and daily use is up 27% compared to last year
  3. 73% of Americans said they wouldn’t use a company’s chatbot after a bad experience.
  4. 69% of consumers say they interact with a virtual assistant or chatbot at least once a month.
  5. 63% of people would consider messaging an online chatbot to communicate with a business or brand.
  6. 61% of consumers believe chatbots are “here to stay” in customer service.
  7. 60% of US online adults already use online messaging, voice, or video chat services
  8. 55% of consumers would like to select their media by curating a list that draws heavily on AI recommendations or simply have it completely selected by a bot
  9. 49% of consumers would rather conduct all their customer service interactions via text, chat, or messaging.
  10. 48% of respondents prefer a chatbot solve their issue over a chatbot have a personality.
  11. 45% of end users prefer chatbots as the main means of communication for customer service inquiries.
  12. 42% of consumers already use digital assistants, while 72% of business execs and 53% of millennials are using them.
  13. 40% of people claim they don’t care who or what is helping them.
  14. 38% of consumers view chatbots positively, 11% have a negative perception of chatbots. The remaining 51% are neutral about chatbots.
  15. 37% of all consumers–and 48 percent of millennials–are open to receiving recommendations or advice from chatbots,
  16. 34% of business executives say that the time freed up from using digital assistants allows them to focus on deep thinking and creating
  17.  only 1/3 of customer service interactions require human support. 45% of end users prefer chatbots as the main means of communication for customer service inquiries.
  18. 31% of business executives say their businesses get the most impact from virtual personal assistants, more than from any other AI-enabled solution.
  19. 29% of people prefer to contact retailers by online apps and messaging chat when making a purchase decision. That’s equal to phone and greater than email at 27%
  20. 27% of the world population is estimate to be using messaging apps and conversing with chatbots by next year.
  21. 27% of consumers weren’t sure if their last customer service interaction was with a human or a chatbot
  22. Global chatbot market is projected to account for $1.23 billion by 2025, with a compounded annual growth rate (CAGR) of 24%.
  23. 23% growth in the number of users of virtual assistants this year.
  24.  The use of chatbots will result in cost savings of more than $8 billion annually by 2022, up from $20 million in 2017.
  25. Approximately 1.4 billion people use messaging apps and are willing to talk to chatbots.
  26. More than 30,000 chatbots on Facebook used in 200 countries by millions of people
  27. Customers prefer it 29 times over the traditional method.
  28. Google predicted that chatbots will have a near human-level lingual ability by 2029.
  29. “Hi” and “hello” are the two most popular ways to start a conversation with a chatbot. Other popular messages included a question mark, “hey,” “help,” “yes,” and a thumbs up icon.
  30. Xiaoice is a ridiculously popular chatbot in China, The average conversation length is 23 conversations per session (CPS). The average CPS for pretty much every other chatbot: 1.5 to 2.5.

Here is an infographic that provides more information why businesses should consider chatbots. Would your business benefit?

chatbots

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