Water Stand – Water Dispenser
Automated Sales Assistant

 

Customer Satisfaction

Water Stand – Business Planning Department

The feedback received most from consumers is “adorable,” “innovative,” and “engaging in conversation is fun.” Our initial expectation was to spark interest in consumers for the Kebbi robot, generate interest in the product after listening to Kebbi’s product description, and ultimately achieve the goal of making a purchase. Kebbi has successfully achieved this effect.

Customer Satisfaction

Water Stand – Business Planning Department

The feedback received most from consumers is “adorable,” “innovative,” and “engaging in conversation is fun.” Our initial expectation was to spark interest in consumers for the Kebbi robot, generate interest in the product after listening to Kebbi’s product description, and ultimately achieve the goal of making a purchase. Kebbi has successfully achieved this effect.


Customer Profile

Water Stand originates from Saitama Prefecture, Japan. It is a company established in the 1970s that specializes in equipment for both domestic and office spaces. In recent years, they have introduced minimalist-designed water dispensers with a focus on purity of water quality. They emphasize promoting a lifestyle that reduces plastic bottle usage, offering their services through a model of monthly machine rentals. Water Stand has over 75 retail outlets in Japan.

The owner aims to gradually replace the traditional screen-based customer engagement methods with more interactive devices. Through the design of conversational robots, they hope to promptly respond to customer inquiries, making the consumer experience not only novel and enjoyable but also practical in delivering commercial messages to customers. This strategy is intended to expand the sales outlets.


Owner Profile

Water Stand originates from Saitama Prefecture, Japan. It is a company established in the 1970s that specializes in equipment for both domestic and office spaces. In recent years, they have introduced minimalist-designed water dispensers with a focus on purity of water quality. They emphasize promoting a lifestyle that reduces plastic bottle usage, offering their services through a model of monthly machine rentals. Water Stand has over 75 retail outlets in Japan.

The owner aims to gradually replace the traditional screen-based customer engagement methods with more interactive devices. Through the design of conversational robots, they hope to promptly respond to customer inquiries, making the consumer experience not only novel and enjoyable but also practical in delivering commercial messages to customers. This strategy is intended to expand the sales outlets.

Case Features

  1. Automatic Introduction of Water Dispenser Features and Rental Plans
  2. Seeing customers initiating greetings and interacting with them in an adorable manner
  3. Being able to tailor service processes accordingly for different customer demographics.
  4. The service also leaves behind data, allowing for tracking of interaction frequency and conversation records.

Case Features

  1. Automatic Introduction of Water Dispenser Features and Rental Plans
  2. Seeing customers initiating greetings and interacting with them in an adorable manner
  3. Being able to tailor service processes accordingly for different customer demographics.
  4. The service also leaves behind data, allowing for tracking of interaction frequency and conversation records.


Introducing Experiential Sharing

Water Stand endeavors to transfer its years of sales experience to the Kebbi robot. Therefore, NUWA recommends the owner to utilize the Roflow tool from the RaaS Suite solution to create the robot’s workflow. Below are the owner’s shared experiences of the implementation:

1. Setting Conversation Objectives:

Even when dealing with human receptionists, we set objectives for receiving customers and gradually work towards them in each conversation. Therefore, applying this approach to AI robots also requires creating them with a clear central theme.

2. Considering How to Ask Questions:

To facilitate customer interaction, how Kebbi poses questions is crucial. We seek words that are less likely to deviate from the main topic and predict potential customer responses. These responses are then categorized into several intents to transition smoothly into the next stage of the service process.

3. Extensibility of Topics:

Addressing potential deviations from the conversation script and redirecting the discussion back to the main topic, ultimately aligning it with the desired goals, is crucial. Besides voice interaction, utilizing visual menus in certain scenarios can also be highly effective for extending topics of conversation.

4. Experimentation and Adjustment:

After completing the Roflow process, we invite employees who work in the store or individuals with deep knowledge of customer service to participate in role-playing tests to assess the feasibility of the service process. Based on the feedback collected, we adjust the wording accordingly.

5. Continuous Tracking and Optimization:

We will review the conversation records based on the actual operations in the store, examining the level of achievement of conversation objectives, conversation volume, timing of customer departure, and make improvements accordingly.


Introducing Experiential Sharing

Water Stand endeavors to transfer its years of sales experience to the Kebbi robot. Therefore, NUWA recommends the owner to utilize the Roflow tool from the RaaS Suite solution to create the robot’s workflow. Below are the owner’s shared experiences of the implementation:

1. Setting Conversation Objectives:

Even when dealing with human receptionists, we set objectives for receiving customers and gradually work towards them in each conversation. Therefore, applying this approach to AI robots also requires creating them with a clear central theme.

2. Considering How to Ask Questions:

To facilitate customer interaction, how Kebbi poses questions is crucial. We seek words that are less likely to deviate from the main topic and predict potential customer responses. These responses are then categorized into several intents to transition smoothly into the next stage of the service process.

4. Experimentation and Adjustment:

After completing the Roflow process, we invite employees who work in the store or individuals with deep knowledge of customer service to participate in role-playing tests to assess the feasibility of the service process. Based on the feedback collected, we adjust the wording accordingly.

5. Continuous Tracking and Optimization:

We will review the conversation records based on the actual operations in the store, examining the level of achievement of conversation objectives, conversation volume, timing of customer departure, and make improvements accordingly.