Stemilt Takes Innovative Step, Adds Chatbot to Website
- by Lilian Diep
WENATCHEE, WA - Technology has come a long way in the past 20 years, and so has the industry’s ingenuity in curating value for both customers and consumers. Stemilt is embracing the convenience that technology brings by rolling out Pip the Chatbot. The automated computer program is an Artificial Intelligence (AI) feature that allows users who visit Stemilt's website to ask questions and converse with a company expert.
“Stemilt’s mission is to delight consumers, and one way we do that is ensuring we provide the best customer service,” explained Brianna Shales, Senior Marketing Manager. “Pip the Chatbot is an excellent addition to Stemilt.com and contributes to a personal experience consumers can have when interacting with our website. It provides visitors an opportunity to ask questions and get the answers they need easily and efficiently.”
Shales said that personifying the chatbot allows the user to feel like they’re interacting with a team member from Stemilt. Pip’s responses are fun and light-hearted while providing direction and answers for users.
“Pip, which is actually defined as a hard fruit seed, creates an interactive conversation for users,” Shales continued. “Pip is designed to help those who need a quick answer, a recipe suggestion, or want to locate our fruit. It acts as the navigator of the website.”
According to the company’s release, Pip the Chatbot is designed to answer questions based on keywords found in the user’s questions along with programmed questions that Stemilt’s team frequently receives. The more the chatbot is used, the smarter the program gets.
“We designed Stemilt’s website as a one-stop shop for consumers,” commented Shales. “A lot of time is spent populating and building up the site with content that delivers our fans product education, recipe inspiration, family history, farm-to-fork knowledge, and more. Pip helps consumers find what they are looking for and even provides a suggestion or two to ensure their question is completely answered.”
Since installing Pip in July, it has helped over 300 consumers find answers about Stemilt and the World Famous fruit the company grows. Shales also explains that because Pip is an interactive option on the Stemilt website, the team engages with more consumers versus if the Stemilt team were the only ones handling customer services queries via email.
“Bringing Pip into the Stemilt family has allowed us to interact with more people and help inspire them to use our fruits in new ways,” explained Shales. “Pip adds to our ability to engage with the consumer, which creates a fun and memorable experience for our site visitors and ultimately leads to increased brand loyalty around the globe.”
With AI becoming more and more easily accessible, what can the industry expect next to make interactions even more convenient? ANUK will continue to report.