Artificial Life Bot Case Studies

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SmartBots for Online Marketing and Customer
Service Case Studies and Technology
www.artificial-life.com
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ALifes Smart Bot Suite The Benefits

• Enhance branding using avatars
• Tease customers to sign up and buy
• Reduce the load of your contact centerby
  handling FAQs and eMails automatically
• Provide personal guidance over your site

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Automated
Human
General knowledge
Answering frequently asked questions
Monitoring chats and emails, take over if
necessary
Specialized knowledge
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Case Study 1 MobilCom Business Requirements

• Enhance branding through a character that appears
  over multiple channels
• Sell mobile phones via the www, applying new
  technology
• Recognize customer-specific requirements, as a
  basis for product recommendations
• Link Website users with the Call Center

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Case Study 1 MobilCom Goal-Orientation of the Bot

• Bot questions the customer about preferences (3-5
  criteria).
• After a few user responses, a recommended model
  of mobile telephone is presented.
• If the Bot cannot help, a notification can be
  sent sent to the Call Center together with the
  user dialogue.

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Case Study 1 MobilCom Results / Benefits

• Increased business by 20
• Increased traffic on the website double
• Customers receive personalized sales advice, and
  are not overwhelmed with unnecessary information
• Publicity for the MobilCom Website appeared in
  the media

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Case Study 2 Pioneer Investments Business
Requirements

• Attract customers towards employing the services
  of an investment professional
• Assist visitors at the Web site of a global asset
  management firm

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Case Study 2 Pioneer Investments Goal-Orientation
of the Bot

• Bot 1 Respond to questions about investment
  management, provide definitions of financial
  terms, retrieve information about mutual funds,
  and walk users through a tutorial.
• Bot 2 Communicate the benefits of using the
  services of an investment professional, through a
  simulated interview that helps users overcome
  reservations and sets expectations.
• Bot 3 Accessible via a secure site for
  investment professionals, to answer questions
  about the characteristics of Pioneers mutual
  funds, provide selling points, sales tips and
  tools.

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Case Study 2 Pioneer Investments Results /
Benefits

• Referrals to investment professionals increased
  by 15.
• 215 million cash inflow of customer funds,
  during a bear market
• Since New York Times feature article on 8.April
  2001, online Bot sessions increased by 600 in 2
  days

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Case Study 3 CSFB Business Requirements

• Develop a basis for enhancing the website to meet
  the online customers needs.
• Obtain user profiling data while maintaining
  strict customer confidentiality.

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Case Study 3 CSFB Goal-Orientation of the Bot

• Provide an attractive, easy-to-use format for the
  online Customer Satisfaction Survey
• Accompany online users by providing ongoing
  commentary, thereby encouraging completion of the
  Survey
• Minimise the drop-out rate caused by the users
  lack of understanding, by providing the ability
  to ask the Bot for assistance

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Case Study 3 CSFB Results / Benefits

• Nearly 70 of all questionnaires initiated online
  were completed.
• Within 1 month, nearly 1000 questionnaires were
  completed (ca. 30 per day)
• 20 of these users communicated with the Bot by
  asking questions (on average 4-5 questions)
• Positive feedback was received from users the Bot
  appearing on the website, by more than 21.

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Artificial Lifes SmartBot Technology
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SmartBots Response Options

• Direct Response
• Knowledge Base contains fixed information about a
  specific knowledge domain, plus smalltalk
• Guidance about usage also assists the user
• Web Action
• Hard-coded into Knowledge Base
• Requires little technical effort
• In-house Databases
• Access existing databases, CRM systems or data
  warehouses
• Interact with any JDBC-compliant database
• Initiate Search
• Define sources of a specific knowledge domain
  (database, Internet/Intranet) and search strategy
  
• Search becomes an interactive process through
  relevance feedback with the SmartBot dialogue

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• KnowledgeEditor
• Full support for team collaboration
• Built-in testing and debugging
• Intuitive graphical user interface
• Integrated database support
• Strong support for re-use (knowledge bases and
  pattern elements)
• Support for live update of knowledge bases
• Use advanced features of SmartEngine to manage
  discourse

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Dialogue Statistics enable you to monitor user
preferences for your website
USER Do you offer any travel packages?
BOT Which price range is of interest to you?
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Smart Bots Benefits

• The bot answers the customers most frequent
  questions
• Enhanced Branding using an animated character you
  can talk to
• Learn what your customers really want
• Live chat module enables take over by a live
  agent (Option)
• Messenger automates Email answering (Option)

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What makes Artificial Life, Inc. so unique ?

• Modular e.g. start with a bot, add Live Chat and
  Messenger
• Advanced authoring and reporting tools
• Technology proven in many projects with large
  companies
• Platform independent (100 Java)

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artificial life
info_at_artificial-life.com