Summary.

It’s Pixel Perfect is one of the first companies in the Caribbean to create a functional bot. After months of research we recognised that millennials were messaging more than calling and that companies needed to find a solution to this new phenomenon – a form of customer service that was messaging based and instantaneous. After many months of research we stumbled upon the advent of Chatbots, which is a computer program that conducts a conversation via voice commands or text chats. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner. Today, chatbots are part of virtual assistants such as Google Assistant, and are accessed via many organisations’ apps, websites, and on instant messaging platforms like Facebook Messenger. Non-assistant applications include chatbots used for entertainment purposes, for research, for customer service and social bots which promote a particular product, candidate, or issue.

Challenge.

It’s Pixel Perfect has been doing National Track and Field Event: Grace/ISSA Boys and Girls social media coverage for TVJ and Grace for a few years now, and we noticed that some users wanted instant access to real time updates while at home, on the road or at work.

Insight.

People are now spending more time in messaging apps than in social media and that is a huge turning point. Messaging apps are the platforms of the future and bots will be how users access all sorts of services.

41% of Millennials say that they would be “truly satisfied” if they could use messaging to connect with companies and organisations where they do business.

Messaging apps reduce Customer Effort Scores to a minimum when compared to the other leading channels, particularly when using mobile devices.

Solution.

After careful research and data collection, we opted to create a chatbot using artificial intelligence, with the following features so that customers could access information in real time about the event.

Point Standings

Users are able to check the current points standing and rank for participating schools.

Event Schedule

Users can immediately check for the event schedule for each day of champs.

Follow School

Follow School: Our follow school features offers personalisation for the user. It allows users to receive updates for the specific school(s) they are following. These updates are points updates and relevant updates.

Event Results

Once a race (finals) has been completed you can ask for it by typing, “Class 100m Boys Finals” and the bot will provide the race results.This allows users to easily ask for the information required and allow us to send updates as neededby the user.

This was a social bot named ChampsBot, and it allowed users to get their updates in an interface that they are familiar with – messaging.

A live example of it can be found here at m.me/champsbot.

Compelling Results.

– 4,700 Active Users

– 294,000 Total Messages

– 2.5 Average Conversation Length (in Minutes)

– 55 Female Users

– 7 Users Outside Jamaica

– 10 Ended Conversations with ‘Thank You’