Samsung US Messenger Bot

Project Summary

The Samsung Messenger Bot is a self-service resource for personalized device education, interesting content, and offers, that strengthens consumer bonds with the Samsung ecosystem. It was an extension of community management efforts that gave us a direct line to a huge audience.

It provided a self-service access point for consumers to obtain content, information, or even entertainment.

Features

• Offers Engine - Capitalized on upgrade/purchase consideration by directing consumers to the most relevant .com, carrier and partner offers.

• How-tos - Videos and step-by-step tutorials educated users on how to get the most out of their phones.

• Concierge - Hand-picked recommendations for phone accessories, apps and podcasts that aligned to lifestyle passion points.

• Customer Service - Connected users to resources such as Samsung+ app and Premium Care service and detected when users needed escalation to Samsung Support.

• Product Info - Feature information for flagship phones. Directed users to relevant .com pages if they asked about other Samsung product categories.

• Easter Eggs - Responded playfully to the most common queries. Spontaneous giveaways tied to product launches

Highlights and Recognition

• In 2018 Facebook ads driving users to the Samsung Messenger bot outperformed the 2017 benchmark by 9% at 0.25% CTR.

• From 2016 to 2019 the bot interacted with more than 500 users/day.

• In 2018 Facebook highlighted the bot as a best-case example at F8 and CES.

• In 2019 Hello Social rated the bot as a top-10 example of how to use the platform.

• Developer Case Study (Bot was later rebuilt with new partner in late 2017)