What is Lovespresso
What’s better than a cup of coffee to start the day off on the right foot? Coffee is the most loved drink among Italian people and this is certainly not a secret: even better if it’s made in Italy, tailored to the customers’ preferences and low-budget. The brand Lovespresso knows this very well, and this is why its Italian coffee capsules are its strong point.
Lovespresso decided to enter the chatbot world and launch Zoe, the automatic personal shopper that helps you find the best coffee capsule for you. In this article we’ll tell you about our experience with the first Italian shop assistant chatbot specifically created for coffee lovers.
When a chatbot becomes a personal shopper
Has it ever happened that you enter a shop and have so many products in front of you that you can’t decide where to start your research from? Puzzlement and confusion can be quite common when you look at the countless items sold by online shops, most of all when the purchase involves your personal tastes (for example when buying food, clothes and holidays).
In these cases, the ideal solution would be having a personal guide who follows you through the whole purchase path, suggesting articles according to your personal taste, purchase frequency or page views. This is exactly what Zoe, Heres’ first virtual shop assistant, does.
Its creation followed a few precise steps: at the end of the first assessment phase, dedicated to defining the client’s domain and the conversational path to reach the most important products, the technical setup phase started, adding conversational paths and connectors. For this project the integration with Magento 2, the e-commerce platform used by our client, was fundamentally important: in this way the bot can connect with the platform to offer assistance, and most of all with the catalogue to show the users the products they are looking for. All this materialises in chat with the product’s visual search and a link to the product page.
Just like a shopping assistant would do when somebody enters a shop, Zoe greets the users who open the chat and guides them through a series of choices to find the best product for them, in just a few clicks; then with a series of timed messages, Zoe reminds them about its availability in case they need further help. From Customer Care to Shopping Assistance, Lovespresso’s automatic assistant is able to perform different actions and find the best solution for the users’ requests.
Having an automatic assistant dedicated to your online shop has many pros:
- 24h assistance, every day of the week, holidays included;
- Personalised conversational experience;
- The opportunity to integrate the product list’s visual search in the chat;
- The bot works like a filter for the products on sale in the online shop;
- The user is stimulated to browse the website and the products on sale;
- Brand storytelling.
And there’s more: find out many other advantages of a virtual shop assistant here.
The secret of a successful virtual shop assistant? Proactivity!
The automatic assistant of an online shop, though, can’t only be a presence that helps users solve their problems. A virtual shop assistant is really successful if it makes proactivity its main feature. Zoe has been specifically designed to have a real two-way communication with the users, answering requests, but also asking questions to find the perfect item for the customer as fast as possible. Moreover, thanks to the constant improvement of the client’s domain during the maintenance phase and the related storytelling, the chatbot can also answer more general questions like “How are you?” “How old are you?” “Can you tell me a joke?”. Zoe is also able to activate itself through triggers and propose different conversational paths, depending on the content of the page where the user is browsing. We can therefore talk of context awareness-based proactivity.
But there’s more: the real jewel in the crown of the shop assistant created by Heres is the double option for the users to personally write what they are looking for (like what already happens with other chatbots) or to be comfortably guided to their ideal product, letting the bot unravel the tangle of all the items offered by the online shop. This system, that we defined Conversational Interface (or Wizard), has a hybrid UI that connects NLP to graphic elements like buttons, pictures, videos and menus, and allows the users to get to the product they are looking for in just 5 clicks. The users simply have to click on one of the options that Zoe shows to them, saving the time and effort needed to look for the products they want from the wide range of items in the catalogue.
Are you curious to see everything the chatbot we created for Lovespresso is able to do for its customers? Here’s a taste of how Zoe entertains the customer in a proactive, personalized way: