Sephora
The beauty retailer that uses a chatbot on Facebook Messenger to provide product recommendations, beauty tips, and makeup tutorials, based on user preferences and facial features. The chatbot also allows users to book appointments, make purchases, and access loyalty programs. The chatbot has increased customer engagement by 11%, and average spending by 38%.
Source: Adam, M., Wessel, M., & Benlian, A. (2020). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2). Springer. https://link.springer.com/article/10.1007/s12525-020-00414-7
Domino’s
The pizza chain uses a chatbot on Facebook Messenger, Twitter, and voice assistants, to allow customers to order pizza, track delivery, and provide feedback. The chatbot also uses AI to recognize pizza images, suggest toppings, and offer deals. The chatbot has increased online orders by 12%, and customer satisfaction by 15%.
Source: Enhance Your Customer Interactions With AI-Powered Chatbots. (n.d.). CMSWire.com. https://www.cmswire.com/customer-experience/customer-service-chatbots-ai-can-enhance-your-cx/
Duolingo
The language learning platform that uses a chatbot on its app and website, to help users practice their language skills, by having realistic and fun conversations. The chatbot also adapts to the user’s level, provides feedback, and rewards progress. The chatbot has increased user retention by 28% and learning outcomes by 34%.
Source: Turpin, B. (2023, August 2). How chatbots can provide a better customer experience. IBM Blog. https://www.ibm.com/blog/how-chatbots-can-provide-a-better-customer-experience/