A story about Conversational AI’s impact on the consumer shopping experience.
Donna goes to her favorite retailer to buy a new refrigerator.
Donna finds a fridge but has questions.
She scans a QR code to invoke an AI-based Virtual Assistant.
The Virtual Assistant opens knowing what product Donna is interested in. She asks the Virtual Assistant a question and gets a response immediately.
Donna purchases the refrigerator.
A year later, Donna begins to experience issues with the ice maker.
Now she can either scan the QR code to launch support instantly …
…or invoke the Virtual Assistant through her Smart Speaker.
The Virtual Assistant helps diagnose the problem and provides Donna with the product she must purchase to fix her issue.
Happy with the experience, Donna shares with her friends and family.
Donna’s interactions have all been captured through Metrics that can be used to improve the product, marketing or support for the product.
With the help of Conversational AI, Donna is supported the entire customer journey.