The second, Color Match uses augmented reality to help consumers select colors. Through the smart learning capabilities, the chatbot can understand the language used by the customer to make the interaction even easier. The first enables customers to make appointments with beauty specialists seamlessly by sending a message to the chatbot. Two services - Sephora Reservation Assistant and Sephora Color Match - focus on key areas of the customer experience. After the success of a basic app - through Kik, the messaging app - they introduced additional features that make interactions with their brand even easier at home and in-store. SephoraĪs one of the first in the retail sector to use chatbots, Sephora are keen to use technology to improve customer experience and service. To get an idea of how chatbots can enhance customer experience, we explore six leading brands using them effectively. The key to a successful chatbot is striking the balance between conversational, friendly, and helpful. These bots have proven to significantly improve engagement by allowing businesses to provide a consistent customer experience across platforms something that’s expected by 75% of today’s consumers. This growth is due to the fact that nearly half of consumers prefer communicating with chatbots for customer service inquiries and has prompted CMOs to ramp up the use of chatbots by 2020.Īs AI-powered computer programs, chatbots are capable of conducting human-like conversations via text and audio platforms. According to new research, the global chatbot market is expected to reach $1.23 billion by 2025.
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