01. The challenge
Enterprise technology giant Oracle launched their AI platform – and needed an expert conversational AI team to help drive users to OpenWorld and Impact events.
We worked closely with EMEA marketing, web, support and product management teams at Oracle. This resulted in the creation of a multi-site conversational assistant (chatbot) on Facebook Messenger and webchat, that would encourage users to engage before, during and after events.
02. The plan
Create a program to support event registrations to make the event easier to navigate – and follow up for lead generation. We started with developing a business and conversation design process (for target customers, separating them by geography, interest type and job role). We then showcased the best sessions, speakers and agenda to keep them engaged.
The chatbot needed to be a balance of ‘friendly assistant’ and to aid the marketing team to drive registrations before and usage during the event.
03. Steps to success
We mapped the consumer journey, and developed a roadmap for the event phases – before the event we initiated conversations with interested people, showcasing the big topics, sessions and keynotes.
During the event, in-session competitions were used to drive usage. This was supported by information about the event, what to attend, where to go.
Post-event, Oracle subject matter experts were incorporated within a live chat functionality to answer any relevant questions to drive more interest over time.
04. Steps to success #2
To ensure the optimum customer experience, we developed a ‘hub and spoke’ approach to content and bot interactions. Users could be segmented and prompted throughout the journey and be given relevant information based on their location. Signposts in conversational NLP and guided navigation were also used to help navigate through the flow.
The bot had to handle 20 country events, with high-level language detection to aid the journey.
05. Get the message out
In addition, we developed bespoke broadcast modules to help communicate to signed-up users the latest news, deep dives on technology and key topics such as autonomous databases, AI and cyber security.
Quizzes, content updates and monitoring of NLP helped us to keep interest over the course of 12 months, driving even more people to the chatbot and delivering more users for future events.
What to do next
Events, customer and staff communication can be easily enhanced with conversational AI. Drop us a line for a review of your conversational opportunity and how we can help you engage with more customers and your team.
Talk to the leading Oracle Digital Assistant agency hello@thesynthetic.co
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