Nespresso recognized that MESSAGING is the future of consumer relationships and AI will allow to make it helpful, personal, and instant. AI gets to know who I am as a person and what I might need right now to increase satisfaction through personalized discovery and selling.

Nespresso capitalized on the enormous opportunity that AI presents to transform the commerce journey. The cross-functional AI understands a customer’s needs and motivations in-the-moment. The Nespresso AI interacts with every consumer on a personal level, helping them to discover products, and follows through to purchase and beyond. The AI arms consumers with personal recommendations and is designed for both Web and in-store commerce by enabling a frictionless digital checkout or helping consumers find the closest brick-and-mortar outfit. This one-on-one engagement and streamlined commerce experience decreases drop-rates, spurring more purchases and higher loyalty.

The AI is on the global Facebook page and is designed to engage with US consumers, with more countries planned in 2018.

Content is tailored to the person’s home market, including local ranges available, driving relevance and personalization.

The aim was to make a BOT that gives life to the brand, and adopted the latest brand visual and tone-of-voice guidelines.

While the AI is trained to manage most scenarios, the brand recognized that sometimes a conversation is better handled by a human. The AI integrates with the brand’s support system, Sprinklr, to seamlessly hand off the conversation to a human agent when necessary, for instance if a person is asking for a return. These human agents have access to a person’s profile and interaction history and leverage AI-powered recommendations to provide quicker, more accurate responses.

The brand is fully utilizing Facebook’s Notifications to personally follow up and re-engage consumers.

The Nespresso AI has achieved tremendous results including:

91% bot performance score in accurately classifying user questions

49.4% of users ask about the store location & products - shows intent of purchase

5.34% Return rate

32.5% engagement on first notifications messages sent