Retail Wisdom

Online chatbots offer wait-free customer support at scale. But despite their convenience, generic chatbot interactions can feel impersonal.

With our partner Kia Motors, we brought the chatbot from the internet to a live, retail environment and added a human touch. It's an engaging, personalised, lifelike approach to automated customer service.

Chatting it Up

Can we enhance the customer experience by bridging the gap between AI and humans?

Mark Albrecht, our Head of Innovation, explains how a human avatar can add a personal quality to the encyclopedic and technical product knowledge that lives in the cloud.

Flexible Staffing

Pressure from online retail means tighter margins at bricks-and-mortar shops. Stores have responded by cutting staff. But while staff reductions reduce costs, fewer knowledgeable salespeople make for diminished customer experiences.

The idea: Use SAP HANA, SAP Conversational AI, and IBM’s Watson to create a lifelike, human avatar that’s both engaging to speak with and up to date on every detail of every product.

There are multiple industries where we can use an avatar, and I personally think they will change future business life, both for us and the customer,

Thomas Noermark, Director, Innovation & Technology

The Tech: NTT DATA Business Solutions Middleware

Imagine a wheel with NTT DATA Business Solutions at the center. The spokes of that wheel are the various cutting-edge technologies we needed for Kia Mia to function. Quantum Capture and Qlik provided the visuals for our product. SAP’s Conversational AI gave her the ability to speak. SAP HANA and IBM’s Watson added the data and question-answering capability for her to think and remember.

The sum of these parts was a human-like chatbot with endless product knowledge, who looks customers in the eyes, never gives a canned answer, and remembers where her previous conversations left off.

Kia Mia to the Point

Our project needed a certain tech-oriented partner, and when Kia Motors’s came onboard, we were thrilled. We knew customers interested in Kia’s new electric car, the e-Niro, would be open minded enough to engage with a new kind of customer support colleague. We called her Kia Mia. She’s friendly, engaging, and can answer any question you might have about e-Niro – literally. When she made the finals of the 2019 SAP Innovation Awards, we couldn’t have been prouder.

Kia Mia is an example of how we can innovate for better customer experiences right now.

That’s innovation to the point.

More Stories: A Series of Co-Innovation

image
Xervon Innovation Case

The XERVON cooling Towers: Learn how NTT DATA Business Solutions used machine learning to increase efficiency and better schedule maintenance.

image
Logistics Bridge Innovation Case

The logistics bridge case: Learn how NTT DATA Business Solutions used Internet of Things technology and SAP cloud resources to build a better track-and-trace solution.

Write Your Innovation Story with Us!

Every innovation project is a story of its own. Co-innovate with NTT DATA Business Solutions and write yours now!

Kia Mia is only one example of how we transfer our experiences with machine learning and human interface technology into new endeavors. We’re constantly on the lookout for projects where our experience might make the difference between good idea and great product.

Get in touch with us today, and let’s discuss where your pain points lie, what you want to achieve, and how we can help you do that. To the point.

Explore your co-innovation options

Innovation Events

Learning from Experience: B2B Commerce in Manufacturing

An exclusive On Demand event for the Manufacturing industry. Join this unique ‘On Demand’ event where we discuss the CX challenges facing the Manufacturing sector...

online
24/03/2021
Book Event
Talking SAP in Life Sciences

Watch On Demand.  You do not need us to tell you that the life science and pharmaceutical industry is constantly changing. You are equally aware...

online
19/05/2021
Book Event
All Rise? The Outlook for SAP S/4HANA in the Cloud – Watch On Demand

Watch On Demand.  All Rise? The Outlook for SAP S/4HANA in the Cloud and gain practical advice, guidance, and recommendations for embarking on your own SAP...

online
18/06/2021
Book Event
Talking SAP on Microsoft Azure – featuring Microsoft UK

Talking SAP on Public Cloud with NTT Data Business Solutions –  Grab a cuppa, take a break and watch On Demand.  Learn more about the...

online
25/06/2021
Book Event
Talking SAP on GCP – featuring Google

Watch On Demand and learn more about the options for running SAP in the Google Cloud Platform, right from the source. We sit down with...

online
27/06/2021
Book Event
Talking SAP on AWS – featuring Amazon Web Services

Watch On Demand, as we sit down with Amazon Web Services to discuss SAP on AWS. AWS and SAP partnership goes back more than a...

online
28/06/2021
Book Event
The Outlook for SAP in the Cloud – Wrap up Roundtable

Watch On Demand as we summarise the key considerations for choosing a Public Cloud route with Microsoft Azure, AWS or GCP. We’ll also share our...

online
29/06/2021
Book Event

Speak to Us Today

Are you searching for answers or would like to receive more information on Retail Wisdom? Do you want more detailed advice from our expert or wish to book one of our workshops?

Just contact us – we will be glad to help you.

Contact Us
Contact

For any questions please feel free to contact us.