How we created a robotic assistant for information business

1. Invitation to the webinar: The robot calls the telephone database, sends invitations via email and instant messengers.

2. Webinar reminder: The robot sends warm-up emails and calls in the morning and an hour before the start of the webinar.

3. Sales of tripwire products: After the webinar, the robot offers (call and e-mail) inexpensive products, such as intensive courses or master classes.

4. Sales of main product: The robot calls clients who participated in the webinar and offers the main premium product; the offer is duplicated in the e-mail newsletter).

5. Failure handling: When communicating with customers, the robot records failures and offers alternative products.

The result of each stage of communication with the client by the robot is recorded in the CRM, then, according to a script algorithm (each stage of sales has its own script), the personalized information necessary for making a decision on purchasing school products and subscription is sent to the client.

Robo-assistant communication methods

The robo-assistant uses phone calls, email, instant messengers and social networks to send invitations, a series of warm-up emails and webinar reminders.

At the stage of invitation to a free webinar, the robo-assistant, in accordance with the script, automatically calls the telephone database, sends invitations by email and instant messengers, providing information about the webinar and motivating to register.

To stimulate the client's interest in participating in a dialogue with the robotic assistant, a little humor and appropriate slang are needed, here are examples:

Client: Do you want to learn to play the guitar?

Robo-assistant: Great wish! The guitar is not only an instrument, but also a way of life. During the lessons you will learn the basics of the game and different techniques, and of course, learn your favorite tunes. And the most important thing in learning is practice, the cherished key to success! I am already sending detailed information about the course “Playing Guitar Like God”.

Client: Do you have an electronic piano course?

Robo-assistant: – Yes, we have a course “Electronic Piano Mastery” in our arsenal – this is a complete course that will help you learn how to play the electronic piano, including the basics of the game, and even the technique of creating good tracks! I will now send detailed information about this course.

Client: How to learn to play the balalaika without knowing the notes?

Robo-assistant: The desire to play the balalaika without notes is normal. We'll start with the basics: First we'll learn how to play simple melodies, and then we'll gradually move on to more complex compositions. A sense of rhythm and the desire to play are more important than knowledge of musical literacy. I am sending detailed information about the course “Balalaika folk instrument”»

Client: How much time and money does it take to learn to play drums like Mick Harris?

Robo-assistant: – Haha, Mick Harris is a legend of legends, brother. But don't worry, we'll work on your rhythm and technique as much as necessary so you can play like Mick Harris. Time and money are not as important as your motivation and practice. Catch detailed information about the “Legendary Drummer of All Time” course.

Scenario after the free webinar

Immediately after the webinar, the robo-assistant calls participants to sell the tripwire product (intensive, master class, demo version), and then sends additional warm-up emails.

For those who have not purchased a robo-assistant, it makes repeated calls and sends e-mails; in case of failure to call, the robot makes a second call a day or more later according to the schedule established by the ROP.

Communications and e-mails use scripts and texts adapted to the appropriate stage of interaction with the client (invitation to a webinar, reminder of the webinar, sales of a tripwire product, sales of the main product and failure handling).

Metrics and performance indicators for assessing the performance of a robotic assistant

We used conversion metrics at each stage of the sales funnel, response time to inquiries, number of completed transactions, customer satisfaction and employee time savings.

The introduction of a robotic assistant led to an increase in sales conversion by 9%, a reduction in response time by 40% and a reduction in operating costs by 33%. There was also an increase in customer engagement and satisfaction levels.

Development prospects

The robotic assistant learns new scenarios based on the analysis of interactions with customers and their feedback. Its algorithms are updated on a regular basis to meet the current needs of the school.

At the time of writing this article, work is underway to integrate the robotic assistant with the company’s analytics systems to segment clients according to the criteria of their requests in order to adapt communications to the individual needs of each client.

In the future, we are ready to expand the functionality of the robotic assistant as a customer support system during training, based on a neural network trained on a dataset (school educational materials). With the implementation of such a system, school students will be able to test their level of knowledge in real time and receive links to additional training material in those areas in which the test showed deviations from the norm.

Conclusion

The first stage of the project has been successfully completed, and we can already see the promising future of robotic assistants as an integral part of the information business, which will significantly improve customer experience, automate routine processes and increase sales efficiency.

As a result of adapting the robotic assistant to the needs of an online music school, it was possible not only to optimize the processes of the sales department, but also to significantly increase the conversion of sales themselves.

The project team was impressed with the results achieved, and the Customer noted that they were seeing an increase in sales efficiency and a reduction in the workload on sales managers, which allowed them to focus on strategically important tasks and improve overall business performance.

Also, from the positive customer reviews we received, in which they noted the improvement in the quality of service and the speed of response to requests, we learned that users renamed our robo-assistant a robo-consultant))