CASE STUDY ON USING AI’s AND

CHATBOTS

7. Charter Communications: 500%

ROI in six months
Chatbot system: Next IT
Industry: Cable/Internet provider
Key stats:
 500% ROI within six months.
 Reduced live chat volume by 83%.
 Decreased time it took customers to reset passwords by 50%.
Major takeaways:
 Common customer service questions are now handled
completely through the chatbot.
 Chatbots can resolve issues faster by reducing handoffs.
Where the study came from: Charter Communications implemented Next
IT’s chatbot in 2012. Next IT published this case study on their website.
Charter Communications is the second largest cable provider and the fifth largest
phone providers in the U.S. They have 16,000 employees and 25 million
customers.
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. That’s 76,000 ridiculously simple requests that
had to be handled by a real person every month.
Obviously, all of those conversations take up a lot of customer service time. Since
so many people were accustomed to resolving issues through chat, Charter didn’t
wanted to pull the plug on the entire chat system, but they needed a self-serve
option to save their customer service reps for more complex problems.
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.
But Charter’s chatbot wasn’t just bumbling its way through these conversations,
either. Part of their goal was to increase first-contact resolution rates, so
customers wouldn’t need to be relayed through several people to get what they
needed. The chatbot could also handle those tedious password and username
requests 50% faster than a real person.
Ultimately, chatbots delivered a solid win for Charter and for their customers.

8. BabyCenter: 53% click through

rate from Facebook Messenger
Chatbot system: Facebook messenger
Industry: baby products
Key stats:
 84% read rate on automated messages.
 53% click through rate from Facebook Messenger to BabyCenter.com.
Major takeaways:
 Used a Messenger bot to drive traffic to the website.
 Facebook messages were opened more than emails.
Where the study came from: BabyCenter asked ubisend to design a Facebook
Messenger bot in 2016. Ubisend published this case study on their website.
BabyCenter is one of the most trusted pregnancy websites out there (seriously,
I’ve seen my wife’s OBGYN check this site during appointments). One of their
biggest draws is a sequential email campaign that follows you every step of the
way through pregnancy, and their revenue model is based on advertisements and
a strong affiliate sales program.
Through ubisend, BabyCenter created a bot on Facebook Messenger to do two
things:
1. Drive traffic to their website.
2. Provide an alternative content delivery system.
As you can see in the GIF below, the bot also provided a more interactive way for
people to consume BabyCenter’s content.

The new bot accomplished both objectives, with some impressive results. On
average, 84% of people read the message, and 53% of those who opened also
clicked through to the website. Ubisend compares that to MailChimp’s open and
click-through rates, and with some unstated math determined that the Messenger
bot had a 1,428% higher engagement rate. I can’t speak to the validity of that
claim, but here are a couple of reasons why the bot may have had better open and
click-through rates than email:
 The floating messenger icon and that little red number is a lot harder to
ignore than an email.
 People are used to glancing at a subject line without opening the email.
 Far fewer brands are on Messenger, so a notification is more likely to be
from someone you know. (And unless you’re avoiding someone, you’re
probably going to open it.)
 The load time for a Facebook message is almost instant. Email? Not so
much.
 It only takes two taps to open a message and click through. Email takes a
little more navigation.
Whatever the reason, a Messenger bot was clearly a viable content delivery
system for BabyCenter. If enough people adopt it, the Messenger bot may even
rival their well-established sequential email campaign.

9. Good Spa Guide: 29% increase in

website traffic
Chatbot system: Facebook Messenger
Industry: Spa reviews
Key stats:
 47% click through rate on automated messages.
 29% increase in website traffic in six weeks.
 13% increase in spa bookings.
Major takeaways:
 Messenger bots can help consumers navigate the website before
they even get there.
Where the study came from: Good Spa Guide solicited ubisend’s services in
2016. Ubisend published this case study on their website.
As the name implies, Good Spa Guide reviews spas. They make money when
people use the site to book a spa, so not surprisingly, they really value website
traffic.
Like BabyCenter, Good Spa Guide was looking for an alternative to their email
list. They used ubisend to design a Messenger bot that functions a lot like
Amtrak’s “Ask Julie” bot. It basically provides a more conversational way to
navigate the website—but without actually being on the website.
Check it out:
After a short conversation with the bot, people can go to the exact spa review
page they need, and continue their hunt on the website.
With a 29% increase in traffic and a 13% increase in spa bookings, it looks like a
Facebook Messenger bot helped Good Spa Guide either tap into a new audience,
or engage their existing audience in a better way.
 H&M is a global fashion company that promotes sustainable materials and
human labor. H&M created a chatbot to help mobile customers assemble outfits
online by guiding them through the online store.
H&M’s chatbot collects specific information and responds differently based on the
information provided. The chatbot identifies your gender and style, suggests an
outfit that matches your style, and provides the total price of the outfit. If you don’t
like the suggested outfit, the chatbot gives you different options, allows you to
save the outfit, and gives you the opportunity to socially share the outfit.
sustainable materials and human labor

How it’s being used:

 The purpose of H&M’s chatbot is to help mobile customers navigate their

search through outfit possibilities and guide you to the online store areas that
align with your purchase desires.

 H&M’s chatbot leverages the following information and responds differently

based on provided information:

o Defines your gender and style

o Suggests outfits and the total price for all items

o If you dislike the suggested outfit, the chatbot will select a different
outfit

o If you like the outfit, the chat provides some options: shop – direct
link to the H&M internet shop; save – archive your outfit; share – via social
networks, email, etc.; next outfit –  provides a new outfit suggestion

Value proposition:

 H&M’s consistent increased sales over the past year and its August
announcement to launch an eCommerce presence in Canada and South Korea
during the fall of 2016, along with 11 new H&M online markets (for a total of 35
markets by the end of the year), appear to signify positive results for its chatbot
implementation (though direct correlations are unavailable on its website).
 Key takeaways:

 How can our business leverage technology to better and more often
engage younger audiences with our products and services? H&M is one of
several retailers experimenting with and leveraging chatbots as a  mobile
marketing opportunity – according to a report by Accenture, 32 percent of the
world (a large portion of the population 29 years old and younger) uses social
media daily and 80 percent of that time is via mobile.

Picture this. It’s 11 PM on a Tuesday night.

Having just remembered it’s your nephew’s birthday party on Friday,

you’re sitting at your laptop wondering what the hell seven-year-old
boys like.

And you’re feeling mildly panicked.

With no gift and no time to go shopping, you turn to the Facebook

page of a brand you know kids love for inspiration. But the number of
options available are enough to terrify even the most confident of
decision-makers.

You need help.

And you find it by clicking on the ‘Gift Suggestion’ button, where you’re
directed to Facebook Messenger.

Here you meet a super-friendly, emoji-loving chatbot who knows all

the right questions to ask about the birthday boy – like his age and
specifics about the kind of things he’s interested in. And your budget,
of course.

The Facebook chatbot’s cogs start turning and it offers up several

personalized suggestions based on your answers.
A couple of clicks later, the birthday gift has been ordered and is due
to arrive before you leave for work on Friday.

A success for everyone involved.

Why?

 You got the help you needed when you needed it, long after the
customer service team had left for home.
 The brand not only made a sale using targeted questions, but it
also found itself a new, very satisfied customer who was highly
likely to return to the brand in the future.

But this isn’t just a made-up example of how an ecommerce chatbot

could work.

This is the exact situation I found myself in about two months ago, and
the messenger bot in question who came to my rescue was LEGO’s
very own ‘Ralph’.

What started as a device to help holiday shoppers with their gift

buying, Ralph soon became a full-time member of staff after driving
over 25% of the social media sales.

 Amtrak provides passenger rail service for people in the lower 48 states in
the US. Amtrak created a chatbot named Julie that guides users through
the website using natural language capabilities. Julie can respond via text,
and Julie can also vocalize an answer along with the text. Julie helps
customers find information on reservations, station and route information,
as well as information about the rewards program.
 Since the implementation of Julie, Amtrak has increased bookings by 25%,
saved $1 million in customer service email costs, saw a 50% growth in
user engagement, and increased the per booking revenue by 30%.
 The Julie chatbot is an upgraded version of Julie the telephone agent.
Amtrak didn’t get rid of Julie the phone rep, but rather expanded Julie’s
presence by adding responsive chatbot technology to Julie’s functionality.
  The Amtrak website has an average of 375,000 visitors per day, and the
rail service transports 30 million passengers per year. Amtrak wanted a
solution to provide customers with quick access to online self-service. Julie
answers 5 million questions per year, and Julie has an upsell feature
where a customer can book a hotel room along with round-trip train tickets.
Alorica Philippines plays host to over a dozen unique Alorica sites, which
collectively recruit thousands of candidates per year. As ad campaigns evolve to reach job seekers
through social media and other non-traditional channels, our Philippines teams have turned to chatbot
recruitment automation technology as a smarter, faster way to connect with qualified applicants and
bring the right candidates in the door.
 
Download the case study to learn more.
 
THE CHALLENGE

 Maximize online recruiting channels

 Candidates were being generated, but most leads were inactive
 Reduce manual phone call outreach to candidate leads

THE RESULTS

 In just three months, we interviewed ~3,000 candidates—versus 966 that same period the
year prior
 Saved more than 1,200 man-hours during a 3-month period
 Cost-per-hire reduced by 84%
 Online channel conversion rate 14-16%, versus traditional
channels at 4-6%

THE SOLUTION
 
Starting a Conversation by Speaking Their Language
To attract the best talent, we needed to find a way to talk to our talent pool in ways they preferred—
enter chatbot. We began by embedding the tech into our Philippines Facebook page, and immediately
we were handling simultaneous inquiries, providing real-time responses and conducting initial
candidate screenings via Facebook Messenger. The best part? It all takes place 24/7, dramatically
increasing the number of candidates we can assess and ultimately hire.
 
Beyond simple introductory communication, our chatbot is able to facilitate in-depth Q&A sessions
with applicants; their responses are easily accessed by recruiters who can follow-up with next steps
by phone, preserving candidate excitement and increasing the likelihood of an in-person interview
 
THE OUTCOME
 
Qualified Candidates, Faster than Ever
Chatbots have completely changed our recruiting game. Not only have we saved money and
manhours, but qualified candidates are unquestionably connecting with the company and resonating
with our recruitment strategy. It just goes to show—the trick to getting face time is a little screen
time.

Sprite Signs up with Haptik for a

‘Clear’ Brand Fit
Have you ever wished you had an assistant all to
yourself? Someone who could instantly pull out the
information you needed or help you book a cab or
flight tickets or humour you when you need a serving
of some funny jokes? Look no further than your
smartphone. Haptik is a smart digital personal
assistant that can be downloaded for free from
Android and iOS app stores.

Sprite felt the right synergy and a great fit with Haptik. What followed was a befitting
association.

Haptik helps cut through much bakwaas and gets you what you want. Just like the way
a Sprite drinker prefers. Sprite has collaborated with Haptik. Call it the coming together
of two simple ideas.

For those who use news apps, besides news it brings a whole host of new features—
making payments for electricity and direct-to-home (DTH), getting a reminder or setting
an alarm, booking select cab services and even recharging their mobile.

So if you like Sprite, you may like Haptik too for its simplicity of usage and smartness to
find you what you are looking for. A perfect example of ‘Seedhi baat, no bakwaas’ Clear
hai?
Haptik crosses 3 million users in
engagement on Samsung My Galaxy
The Haptik-Samsung integration has been live since May 2016, starting out with
basic utility services, to going on to add transaction-based categories along with
support for payments and multiple wallets.

Chatbot firm Haptik’s artificial intelligence (AI) enabled Concierge service,

which powers the My Galaxy app on Samsung smartphones, has crossed 3
million users in engagement and is now the largest successful
implementation of the company’s chatbot platform, contributing 30% to its
overall business, the company said in a statement.

his integration has been live since May 2016, starting out with basic utility
services, to going on to add transaction-based categories along with
support for payments and multiple wallets.

Haptik’s Concierge Bot is a set of over 40 ready to deploy consumer

services that act as a personal assistant to help people get things done.
Right from daily utility applications like flight and cab bookings, to
entertainment bots like jokes and quizzes.

This service on the My Galaxy app is called My Assistant. My Galaxy app is

an aggregator service that is pre-loaded within all Samsung smartphones
shipped in India and is free for all users.

Aakrit Vaish, Co-founder and CEO, Haptik said, “Samsung is one of the
largest consumer brands in the world, and it was an opportunity of a
lifetime to work with them. We are glad we could achieve mass user
adoption of our service by integrating into My Galaxy. Today, My Galaxy as
a partner contributes to 30% of our overall business, and we are excited
about the long-term possibilities of what we can do together.’”

The company said that three million users engaged with the bot service
with a repeat rate of 50% and 92% positive feedback.

“As part of our Make for India with StartUps initiative, we are happy to work
with Haptik. The My Galaxy app offers a wide range of entertainment and
daily life services where one app meets all user needs and is popular with
Samsung smartphone users,” said Dipesh Shah, Managing Director,
Samsung R&D Institute.

Haptik's clientele includes Fortune 500 brands such as Samsung, Coca-

Cola, Future Retail, KFC, Tata Group, ICICI Bank, Mahindra Group, among
others.

Haptik is an Indian enterprise conversational AI platform founded in August 2013,[1][2] and

acquired by Reliance Industries Limited in 2019.[3] The company develops technology to
enable enterprises to build conversational AI systems that allow users to converse with
applications and electronic devices in free-format, natural language, using speech or text. [4]
[5]
 The company has been accorded numerous accolades including the Frost & Sullivan
Award, NASSCOM's Al Game Changer Award,[6] and serves Fortune 500 brands globally in
industries such as financial, insurance, healthcare, technology and communications.[7][8]