How Chatbots Predict What Customers Want

How Chatbots Predict What Customers Want
Retail

Large companies are using chatbots to provide customers with instant assistance based on their profiles and order histories

PSFK
  • 28 february 2018

Chatbots provide users with real-time assistance that is tailored to previous interactions, specific needs or preferences. They can predict what customers want based on their previous orders, offering personalized interactions, up-to-date information and answers to frequently asked questions.

PSFK researchers explored how brands are exploring conversational interfaces that enable more emotive, responsive and personalized customer care. Several large, established companies have acted early to implement assistive chatbots:

Simon Property Group
Mall operator Simon Property Group is using mobile chatbots to deliver personalized assistance and connect consumers with real-time information pertinent to their particular location, including maps, retailer directories and hours of operation. The chatbot, available on Facebook Messenger, is part of Simon’s broader strategy to bring digital experiences to the brick-and-mortar environment in order to ease consumers’ searches.

Domino’s
Domino’s text-based chatbot DRU Assist uses AI, voice recognition and machine learning to place orders and answer questions about the menu, ingredients and store locations, while employing predictive models to deliver faster service the more a customer engages with the app. Customers can download the Domino’s app or use the online site to interact with DRU assist, which can help customers customize their order, in addition to sending personalized offers.

Panera Bread
Panera Bread allows customers to place voice orders from Google Assistant, the tech company’s voice-activated AI. The Panera app for the Google Assistant will show users the menu, suggest food options based on the person’s history and walk the user through the list of available items. Users will pay from their saved wallet information.

More and more brands are leveraging chatbots to offer customers instant, tailored support and optimized brand experiences. For more insights, check out our recent research paper, Reinventing Customer Care with Chatbots.

Chatbots provide users with real-time assistance that is tailored to previous interactions, specific needs or preferences. They can predict what customers want based on their previous orders, offering personalized interactions, up-to-date information and answers to frequently asked questions.

+AI
+artificial intelligence
+Brand Introduction
+chat a researcher
+chatbots
+customer service
+Facebook
+Food
+Google
+In-Store Assistance
+Market Research
+mobile
+personalization
+retail
+Shopper Assistance
+Shopper education & assistance
+Sustainability
+technology

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.