Burberry Bot Case Study
Conversational AI concierge that redefines luxury shopping and client engagement
A name synonymous with British heritage and timeless style, Burberry has been a global icon in luxury fashion for over 160 years. With a commitment to craftsmanship and a passion for pushing boundaries, the brand constantly seeks new ways to elevate the customer experience with emerging technologies, including artificial intelligence.
Challenge
How could Burberry provide an immersive, personalized brand experience online while driving sales and fostering buyer loyalty?
The traditional eCommerce model often lacked the personal touch and tailored recommendations that consumers enjoyed in physical stores. Burberry recognized the need to bridge this gap and sought to create a digital solution that could deliver a seamless buying journey, offer real-time assistance, and cultivate a deeper connection with customers.
What We Created
Master of Code Global developed eCommerce and storytelling chatbot, integrated into Facebook Messenger, to boost Burberry's online presence.
This Conversational AI concierge empowered fashion lovers to explore behind-the-scenes content, receive customized product suggestions, and shop the runway looks directly from the virtual assistant.
By infusing the sales funnel with customer-centric narratives to create an emotional connection, Burberry not only optimized its client acquisition strategy but also transformed the way shoppers engaged with the company. Chatbot users could now watch live streams of fashion shows, delve into the inspiration behind the collections, and discover unique products based on their preferences, all within the convenience of their preferred messaging platform.
Key features of the Burberry Bot include
- Live Stream Fashion Show: Getting front-row tickets from anywhere, bringing the excitement of Fashion Week to users' fingertips.
- Event Notifications: Event Notifications: Keeping clients informed and entertained with the latest news and promotions.
- In-Bot eCommerce Flow: Enabling frictionless browsing and purchasing of clothes within the conversational interface.
- Custom Galleries: Showcasing curated displays and allowing consumers to uncover various styles.
- Gift Finder: Offering individually composed present suggestions according to one's liking.
- Storytelling Flow: Narrative threads that delve into the rich history and workmanship of Burberry.
- Conversational UX and NLP Logic: Facilitating natural and intuitive interactions with the chatbot, providing a human-like smooth communication.
- Salesforce LiveAgent Deep Integration: Ensure quick transition to the support agents for complex inquiries or personalized guidance.
Technologies & Platforms
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Chatfuel
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Messenger
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LUIS
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Grafana
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Prometheus
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Google Maps API
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Node JS
Results
This powerful combination of technologies allowed Master of Code Global to design a sophisticated, user-friendly, and highly functional chatbot that successfully met Burberry's goals for:
- 1Enhanced buyer engagement and loyalty.
- 2Increased online sales and revenue generation.
- 3Strengthened brand image and differentiation.
- 4Streamlined customer service and support.
- 5Valuable data insights for targeted marketing.
- 6Expansion of reach and client base.
