Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: NLP

How We Built the Wine Bot Margot for Lidl

The following is a guest blog by Tobias Goebel, Director of Emerging Technologies at Aspect. For more information on Aspect, visit their website. 

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl. The Lidl digital marketing director and his team had already looked at a variety of vendors and were ready to make a selection, but they were still open to listening to us. It was a long shot, we thought, but we still wanted to give it our best effort.

Fast forward 5 months, and we’re seeing tweets like this from the Daily Mail and The Sun:

Wow, what had happened? Well, a fantastic team effort is what had happened.

Winning Team Lidl Over

Lidl saw value in:

– our expertise around all things Customer Experience

– our unique approach to Natural Language Understanding with support for many languages

– our “cloud clout” and the resulting time-to-market

– our design-once-deploy-anywhere framework that allows taking one bot and deploying it on channels like FB Messenger, SMS, Amazon Echo, IVR, etc. with minimal additional effort

– our experience in building and hosting enterprise-grade, transactional customer self-service solutions that integrate into the larger marketing and contact center ecosystem of a multi-national corporation, including the ability to expand into eCommerce

From our Press Release: https://www.aspect.com/company/news/press-releases/lidl-uk-launches-ai-wine-chatbot-to-uk-customers-with-aspect-software

How does a conversation with Margot look like? Have a look here:

When implementing the application, we decided to work with one of our long-time application development partners, 2-steps-ahead, who has been building voicebots on our IVR and chatbot platform, Aspect CXP™, for over a decade. Internally, we had all of the right people in place and ready to take on this project: Aspect Professional Services provided the project management and architectural support, R&D provided support by our on-staff linguists. With the combined forces of our team and 2-steps-ahead we were ready to embark on the buildout of the solution. Continue reading

Customer Service: Dealing With Increased Expectations

The following post is a guest blog from Inbenta

Two seconds is a long time in the online world. In that time, Google will process around 100,000 search queries, global users will send more than 4.5 million emails, and nearly 60 million Whatsapp users will receive a message.

However, it is not a long time if you are an online retailer. According to a recent study, two seconds is all a customer needs before they give up on your website. The picky customer just got pickier.

The customer is still king

It won’t surprise you that the online market is leaving its high street competitors in the dust when it comes to being the preferred shopping method for customers. What is interesting is that the ‘tech savvy’ Millennials are not the only ones choosing to shop with their feet up.

In fact, according to research from KPMG, Generation X consumers (those born between 1966 and 1981) made more online purchases than any other age group while Baby Boomers (1946-1964) spent more on average per transaction. Putting all your eggs in the Millennial basket might not be such a good idea after all.

This is especially the case when you consider what the different generations of customers value within a company. While 59% of consumers would try a new brand for a better service experience, younger consumers are keen to be treated as unique individuals and so prefer companies which offer personalized promotions and an ability to anticipate what they want. When you have two mouths with different tastes to feed, how do you keep them both satisfied with the same meal?

The obvious solution is to ramp up your customer service team to kill two birds with one stone. The problem is that to maintain your profit margins and pay the extra salaries on your books, you will have to push prices up. Obviously, that is not a wise move in an increasingly crowded market.

Of course, you could decide to accept that you will lose some customers and choose instead to target new ones who are willing to pay a premium for a better experience. But according to the White House Office of Consumer Affairs, it is 6-7 times more costly to attract a new customer than it is to retain an existing one. Continue reading