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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. • Identify problems and find solutions for KFC • Designing

    KFC Chat Commerce • Testing Phase • Learning Phase • Working State vs Ideal State Agenda
  2. Identify Problems And Find Solutions For KFC 1. Problem when

    you have 16M+ followers Many users inquiries at the same times
  3. 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)
  4. 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?
  5. 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
  6. 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
  7. Designing KFC Chat Commerce 3. New tools (Close sales +

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

    Track KPI) BOT SERVER + MESSAGE QUEUE DATABASE + CACHE (optional) ADMIN DASHBOARD EXTERNAL APIs
  9. Testing Phase 1. Identify problems and solutions again and again!

    (Aug-Sep 2021) It works!! 3,000++ Orders in 1st month
  10. 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 . . . . .
  11. 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)