hellofuture conversational commerce and chatbots


Chatbots and Conversational Commerce.

How ecommerce retailers can meet their customers where they are.


1Q14 2Q14 3Q14 4Q14 1Q15 2Q15 3Q15 4Q15 1Q16 2Q16 3Q16 4Q16 1Q17 2Q17 3Q17

Source: BI Intelligence estimates

By the second quarter of 2015, social messaging app usage had overtaken social networking apps.We forecast that by the beginning of 2018, social messaging users will top 2 Billion users.

Messaging apps have surpassed social networking

4Q17

Top 4 Social Networking Apps

Top 4 Social MessagingApps


Build it once. Build it right.• Retailers wanting to add to their Omnichannel offering must add chatbots to compete• As chatbots become more ubiquitous, they will become the first touch-point for a

retailers brand• Poorly thought out chatbots create poor customer experiences, and poor customer

experiences directly impact brands• Well-designed chatbots significantly increase customer engagement• The best chatbots are strategically integrated into a retailers technology stack • The most effective chatbots are built with the customer experience at the forefront• To do it right, retailers need deeply knowledgeable partners


Integration into Retail Systems• For an ecommerce chatbot to be

effective, it needs to be deeply integrated into the retailer’s ecommerce business processes and systems

• We’ve developed an integration methodology that’s based on a comprehensive understanding of conversational commerce and the most complex of retail ecommerce stacks

• Building meaningful and brand-supporting customer experiences takes careful planning and well-integrated chatbots


7 questions which should be answered…1. Do you need your chatbot to create engagement, conversion, customer insight or all

three? 2. How will you smoothly transition your customers to using the chatbot? 3. Do you need your chatbot to augment the online in-store experience or both?4. What’s your plan for measuring chatbot success?5. How much integration into your ecommerce stack will be needed? 6. What internal buy-in will you need?7. What is your roll-out strategy to gain maximum customer adoption?


Why hellofuture? We…• Utilize a six-point methodology covering

metrics, expectations, objectives, and more

• Map dialog and integration complexity to make best decisions about what to implement and where

• Develop a chatbot roadmap that determines implementation and scalability

• Determine, document and disseminate the brand voice, taking into account variations based on channel and function

• Create individualized strategies for each channel optimizing customer experience at every touchpoint


Know where your chatbot livesUnderstanding where on the intelligence spectrum your bot needs to live

will fundamentally effect cost & time to build.

High Conversation AbilityLow Transactional Ability

Best Buy - BestBotAmazon AlexaMitsuku

Low Conversational AbilityHigh Transaction Ability

Google Home

Apple Siri

Microsoft Tay


Artificial IntelligenceDo you need AI?• During our engagement we’ll determine if AI is necessary to meet your objectives or not• Why do you need it?

What AI is good for?• Understanding intent• Decoding natural language requests• Customer focused recommendations• Analyzing and predicting• Virtual buying assistants• Advanced question and answer ability

What is AI not needed for?• Simplistic searching • Repetitive tasks like FAQs or order status• Rules-based tasks


Measure Twice. Cut Once.Effective Conversational Commerce Strategy results in Chatbots that turn conversations into conversions.


Are you ready to start a conversation on conversational commerce?

Contact

Chris Kalaboukis at [email protected]

mailto:[email protected]?subject=Chatbot%20Conversation

hellofuture conversational commerce and chatbots

Retail

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