The team at 1080bots is studying retail chatbots to improve our delivery of productive ecommerce conversational experiences to represent your brand image and deliver business objectives. We heard via Business Insider that the eBay Shopbot was launched recently so we gave it a whirl. (November 2016).
It’s close enough to Thanksgiving so Season’s Greetings might be appropriate for the early birds. There was an opening carousel menu and a note about the persistent menu down to our right. Great opening eBay Shopbot!
There was a window to type, so we provided a very specific product search request. The search phrase “black leather chelsea boots synthetic sole” is handled very well by both eBay and Amazon. The Shopbot did a good job asking us for more focus, but when it produced the result, it seemed to ignore ‘mens boots’.
This time we added ‘Mens’ into the initial search phrase “Mens chelsea boots black leather synthetic sole”. Great, it asked us for a shoe size, maybe to check availability, and then returned a set of results. Shopbot then asked for a refinement in shoe width.
Disappointingly it brings us back more boots, but it forgot we were looking for Chelsea boots. We put in a brand and a UK size, but that confused it. Once more providing the attribute names too, but it wasn’t playing along. We know we’re difficult customers. The error message wasn’t so bad though.
We decided to play fair and provide a simple search and an easier response to the prompts. When it started to give us brown boots, we asked again for black ones. Shopbot admitted to its filters being not quite ready, so we began again.
Following the menus and playing along with its way of search refinement, ‘more like this’ buttons, we quickly found what we were looking for. It took us to the website without leaving the mobile Messenger app and then took us all the way to eBay’s guest check out. Success!
We’re tough customers and that was one of the better ecommerce chatbot experiences we’ve seen so far. To find out more about how we think about and create conversational chatbot experiences just email us at firstname.lastname@example.org.