"I worked with an online grocery company that wanted more orders to be completed on their app. They'd noticed that many customers would buy once and never return. Upon surveying customers that hadn't used the app in a long time, or had deleted it altogether, they found that customers didn't like shopping for groceries through the app because it wasn't enjoyable to browse and find items they wanted. They also missed the enjoyment of 'hunting' around the grocery store for deals.
Adding a chatbot to the app addressed both issues. The bot engaged the customer as soon as they signed into the app by asking them if they wanted to 'hunt around' in this week's deals section. If the shopper said 'Yes', the bot would ask more questions to determine whether the customer only wanted to see some items on discount or all. This gave the customer the same rush as entering a grocery store and browsing sale items in the front display cases. The bot could also make suggestions generated by artificial intelligence. For example, if a shopper put hot dogs in their cart, the app would automatically suggest three hot dog bun brands to add to the cart. The user could make their selection from suggestions, pick 'I want a different kind' to see the whole selection, or 'I don't want any' to return to the main menu. Customers now had easier access to the product selection in the app.
The next time surveys were conducted, customers that tried out the new version of the app were found to be more likely to use the app again and even recommend it to a friend."
