CUSTOMISED SOLUTIONS FOR THE ONLINE MARKET
HELPDESK | EDUCATION CHAT | RESPONSIVE WEB | CLOUD
Cerebos was launching a new subscription model on their online store and wanted an innovative way to sell it to their Taiwanese consumers as effectively as their offline sales channels.
To develop a functional solution, Hyperlab's advisory team explored the best way to provide optimal care to the customers while ensuring they purchase the best products for their needs. The advisory team had to come up with a solution that instilled the same level of trust customers had in offline channels.
By creating a unique chatbot, Hyperlab's development team, built technology that could pick up on the nuances of what customers said, matching it to the right treatment. This program allowed the chatbot to discern meaning from keywords.
With a low threshold for error, the team trained the chatbot to understand and provide options to customers that would allow it to holistically serve each person.
We found that creating a persona that reflected an in-store health consultant helped customers trust this channel. This also provided Cerebos with an opportunity to further increase their brand engagement online.
Hyperlab designed and built Dr. Bai to act as a 24/7 consultant who could recommend the best products to the right people. Dr. Bai assessed each user by asking how they feel, what they fear and matched products to their ailments - exclusively in Traditional Chinese.
Dr. Bai consulted with 20,000 unique users every month, recommending hundreds of products. Conversation & consultation data also gave Cerebos a better understanding of their digital audience demographics and psychographics.