Michel Kors has launched a chatbot on Facebook Messenger and Google Assistant, designed to support its Access Sofie smartwatch for women.
The bot aims to teach users about the smartwatch’s features and functionalities, guiding new owners on the set-up process of their device when they first purchase, enabling them to get the most out of it thereafter.
It also provides style inspiration curated from user-generated content and shopping information about items to buy within the experience, including interchangeable bands for the watches. That is done within the Facebook Messenger feed, or via a voice-activated option available through the Google Assistant.
Should the user need help, the bot is also equipped with FAQ support and the ability to hand users off to a human customer service representative when the moment arises.
The chatbot is also available for non-watch owners, enabling them to explore the different Sofie smartwatch styles, then inviting them to either make a purchase on the spot or head to their nearest Michael Kors location.
This sort of move for chatbots as a key part of customer service is becoming increasingly commonplace among brands and retailers. Part of the reason, beyond the marketing drive it has facilitated initially, is the scale it enables. As the technology itself improves, this is only going to get smarter.
Across verticals, there are now more than 100,000 bots on the Facebook Messenger platform, all of which have the potential to reach the platform’s 1.3 billion users.