Chatbots were something we were keen to trial at John Lewis when I was managing the social media team there until last year, so I was pleased to see they are running a trial with The John Lewis Valentines Day Gift Finder. I had a go of course and it worked like a dream, giving me a quick and easy journey to suggested gifts then linking through to the site to shop. even when I was not sure I had the right suggestion I was given the option of contacting customer service. A nice example of where a chatbot can give an added value customer experience.
UPDATE – the day after I wrote this I got a notification through Messenger from the JL Valentines Gift Guide asking me if I was still looking for a gift – an even nicer touch – I just hope I now don’t get stalked!