Recently Gam purchased a chest of drawers at an IKEA in Madrid – the IKEA Buildbot claimed to show him how to put it together. 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. So we decided to see what Buildbot had to offer. At 1080bots we’re always studying retail chatbots to improve our delivery of productive ecommerce conversational experiences. Chatbots should both represent your brand image and deliver on business objectives.
First, we should note that Botbot is not affiliated with the store IKEA, however, it claims to help you build any of the self-assembly products you might buy at an Ikea store.
As we mentioned, Gam recently bought a chest of drawers at IKEA. The product name was MALM, quite a good keyword. MALM comes in many configurations, 3- and 4-drawers and different colors and widths. So to see how the chatbot performed, we said we bought a 3-draw MALM, but unfortunately, the chatbot did not recognize that. We tried again just typing in the keyword “MALM”. This produced a result and it showed us the assembly manual. Using buttons it allowed us to page backward and forward through the manual.
Once we’d mastered the manuals, we typed “Help” and Botbot offered us a menu of Order/Buy – Complain – Contact – About. Because there is no affiliation with Ikea, Botbot simply passed us to various webpages on the site.
When Gam purchased the MALM drawers, he also purchased some handles, but in the store, it was hard to find the full selection of handle options, styles, sizes, and finishes. So this might have been a great opportunity for the chatbot to help him find what he was looking for.
Botbot first sent us to a product page for the PAX wardrobe. It might have had handles, but unfortunately, it wasn’t what we were looking for. Then when we said we were looking for handles, it gave us the manual for LOOKING HANDLES which seems to be one of IKEA’S peculiar product names. Then the chatbot took us back to the MALM manual.
Not the best experience we’ve ever seen in chatbots. IKEA, we know that you were early into the game with the Anna chatbot and we think you may have decommissioned it now. If you’re thinking of creating a new one that might help customers navigate your wonderful products then drop us a line at firstname.lastname@example.org.