Brief
Christmas is a magical moment for children and families. Always looking for new opportunities to bring new experiences to its consumers and provide them privileged services, The Walt Disney Company asked FCINQ to use a new technology, Chat Bots Facebook Messenger.
This feature, new to the public, must not only be simple to use, but also offer a real added value that a simple search on an eshop cannot offer.
NOUS SOMMES TOUJOURS À LA RECHERCHE DE PARTENAIRES AMBITIEUX, AGILES ET CRÉATIFS. C’EST CE QUE NOUS AVONS TROUVÉ CHEZ VOUS, JE SUIS DONC RAVI David Popineau, Directeur Digital Experience at The Walt Disney Company
They made it
Lot of people have been working on this project, here is our part of people working on it.
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Eloïse Gaboriau -
Gwendoline Gendron -
Josué Pichot -
Stéphane Villareal
Idea
Beyond simply offering a useful service, we wanted to transcribe an atmosphere, a relationship with the brand (and its licenses). We used a tone that enables us to approach the sometimes complex moment of the choice of gifts for friends & family with proximity and empathy.
This tool based on a conversational chatbot goes beyond its primary function to become the common thread between the image conveyed by the brand, its sales strategy and the symbol it represents amongst its consumers.
UX
This tool offers a tree of 4 questions maximum allowing to deduce which DISNEY product fits the best to the personality of the people who receive the gift.
Depending on the user’s responses, the Christmas genius offers a selection of gifts from a catalog of more than 250 products from the DISNEY, MARVEL and STAR WARS universes, available from many e-retailers.
Code
When we looked at the development of our first chatbot, we had to solve the barrier of conversation trees. Our R&D led us to an existing solution: RiveScript. Due to the purpose of the Christmas chatbot, we have a very dense tree with many ramifications.
Then we incorporated this solution into a module specifically optimized for Facebook Messenger and its API, we make it evolve according to the announcements and the new functionalities.
For a more personalized relationship, we have integrated a wishlist system, which allows to save a selection of gifts for later.
