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LINE API x KFC Chat Commerce

LINE API x KFC Chat Commerce

LINE Developers Thailand

September 11, 2022
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  1. LINE API
    x
    KFC Chat Commerce

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  2. • Identify problems and find solutions for KFC
    • Designing KFC Chat Commerce
    • Testing Phase
    • Learning Phase
    • Working State vs Ideal State
    Agenda

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  3. Identify Problems
    And Find Solutions For KFC
    (In June 2021)

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  4. Identify Problems And Find Solutions For KFC
    1. Problem when you have 16M+ followers
    Many users inquiries at the same times

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  5. Identify Problems And Find Solutions For KFC
    2. Some users prefer chat to order VS APP/WEB

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  6. Identify Problems And Find Solutions For KFC
    3. Declining trend of 1150
    VS

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  7. Designing
    KFC Chat Commerce
    (In July 2021)

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  8. Designing KFC Chat Commerce
    PROBLEMS SOLUTIONS
    16M+ followers Categorizes chat, identify intents
    Chat to order Chatbot or rule-based chat flow
    (No LIFF)
    Declining trend
    of phone call
    New tools
    (Close sales + Track KPI)

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  9. Designing KFC Chat Commerce
    Inquiry/check promotion
    1. Categorizes chat, identify intents = State Management
    Spam Ready to Order
    โปรโมชั่น
    ขอดูโปรหน่อย
    สาขาแถว ...
    มีไหม
    สั่งไง?
    สวัสดีวันจันทร์
    หิวไก่ หิวๆๆ
    😀😍😝😌
    Photos/Videos
    How should we
    identify?

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  10. Designing KFC Chat Commerce
    NORMAL STATE READY TO ORDER STATE
    1. Categorizes chat, identify intents = State Management
    INTEND TO ORDER
    (Type or click)
    GIVE PHONE NO.
    (Type phone no.)
    SHARE LOCATION
    (Share location)
    + +
    +
    ORDER DETAILS

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  11. Designing KFC Chat Commerce
    2. Chatbot or rule-based chat flow (No LIFF)
    LINE API
    MESSAGING API
    TEXT
    IMAGE
    BUTTON
    LOCATION
    URL SCHEME
    https://line.me/R/nv/location
    +
    GOOGLE MAPS
    API
    FLEX + RICH MENU
    QUICK REPLY

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  12. Designing KFC Chat Commerce
    2. Chatbot or rule-based chat flow (No LIFF)

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  13. Designing KFC Chat Commerce
    3. New tools (Close sales + Track KPI)
    พร้อมสั่ง อื่นๆ
    ชื่อลูกค้า
    Address URL
    Phone No
    Status
    Tag
    Thai
    ชื่อลูกค้า

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  14. Designing KFC Chat Commerce
    3. New tools (Close sales + Track KPI)
    BOT SERVER
    + MESSAGE QUEUE
    DATABASE +
    CACHE (optional)
    ADMIN DASHBOARD
    EXTERNAL APIs

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  15. Testing Phase
    (In Aug-Sep 2021)

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  16. Testing Phase
    1st day = 14
    Orders

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  17. Testing Phase
    1. Identify problems and solutions again and again! (Aug-Sep 2021)

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  18. Testing Phase
    1. Identify problems and solutions again and again! (Aug-Sep 2021)
    It works!!
    3,000++
    Orders in 1st month

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  19. Learning Phase
    (Oct 2021-Aug 2022)

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  20. Learning Phase
    Phase 1 Phase 2

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  21. Working State vs Ideal State
    (Sep 2022 - Future)

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  22. WORKING STATE 2
    Working State vs Ideal State
    It’s impossible to build ideal state at once,
    find working state and improve it until you reach the goal
    WORKING STATE 1
    IDEAL STATE
    . . . . .

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  23. My Advices to All Developers
    Build-Measure-Learn Mindset
    (find working state and improve)
    Be Agile, be flexible
    Prove it with data
    (brand needs data after launch)

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  24. Special Thanks
    KFC & Yum Restaurant Team & Agency Partners
    LINE Best Chat Commerce 2021

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  25. View Slide