Powerful, customer focused solutions

  • Types of Chatbots Languages Messaging Platforms Development Platforms
  • Store Finders English (American) Facebook Messenger IBM Watson
  • Opening Hours English (British) SMS Wit.ai
  • Directions Spanish Kik Facebook M
  • Product Finder French Skype Artificial Solutions
  • Gift Finder German WeChat
  • Customer Service Hindi Slack
  • Order Status Italian Kakao
  • Customer Loyalty Japanese Telegram
  • Offer Notifications Portuguese Viber
  • Issue Diagnosis Korean Native on your site
  • Retail Concierge (and many more)

7-Laws of Chatbotics – Chatbot best practices

These are the 7-laws we drill into every bot we build to deliver the very best ecommerce chatbots. Read the full post here.

  • 1 KNOW YOUR PLACE Never pretend to be human. Do the things that bots are really good at like responding fast and collecting information. Don’t attempt anything you’re not good at.
  • 2 RESPECT PRIVACY Chat only when you are invited. Authenticate whom you represent and never share a humans’ personal information.
  • 3 BE OF SERVICE Deep integration with all ecommerce systems will allow you to service all requests and to be proactive handling status changes on any transaction.
  • 4 UNDERSTAND CONTEXT Remember information from earlier in the conversation and use this in addition to things you know like time and location to provide a contextual response.
  • 5 BE EFFICIENT Respond to the human as fast as you can, provide buttons or images that make it easy for them, and if you have trouble understanding, ask clarifying questions.
  • 6 ACE THE CONVERSATION A conversation with a bot is better than a webform because the human can use plain language to tell you things - so make sure that you can interpret their words and respond without delay.
  • 7 FAIL BRILLIANTLY If you really can’t provide an answer to a request, get as much information as possible without getting into a loop, then pass it to another human via chat, phone or email.

e-commerce chatbots

Building great e-commerce chatbots is hard.

In 2016 we watched as people shifted their mobile interactions from Apps to Messaging Applications. We also saw a maturing of A.I technologies capable of helping e-commerce chatbots make sense of a natural language conversation.

We spent six months looking for the best technologies, playing with every available chatbot, and learning from online retailers and other e-commerce businesses concluding that it’s very cheap and easy to build a bot, but it’s very difficult to build a good one.

The combined team from First Retail and Headset Group set out to design, build and deliver the very best e-commerce chatbots.

Good chatbots require the design rigor that goes into any new e-commerce channel. They need to be designed around the customer experience, must be deeply integrated into e-commerce backend systems, and should stay flexible enough to leverage all of the latest chatbot technologies.

If a chatbot is the first line of interaction with a customer, then it needs to be better than just good. It needs to be great.

First Retail was selected In 2012 by Gartner as a Cool Vendor for its technology in adding structure to unstructured content through semantic matching, tagging, and machine learning – a technology specifically designed to turn conversations into commerce.

Headset’s long experience in designing exceptional experiences for customers encompasses projects for IBM, PARC, Hitachi, and more.

For more information, contact us at ez@firstretail.com
or call us at +1 650 265-1193

Contact us

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