The chatbot developed for Poste Italiane is an experiment to test the usability of conversational interface on Facebook Platform Messenger.
For this new touch point we have integrated several of the Italian Post Office services such as booking of tickets at the post office, the shipment tracking service, the loyalty program, and some support services.
Through the geolocation you can search for post offices and ATMs near you or near a specific address, and to reserve tickets for specific services at the counter. The chatbot will track the booked tickets, having the ability to view them when needed, alerting 10 minutes before their turn, gives you the option to cancel the reservation at any time.
By entering a tracking number, the chatbot will try automatically dispatch, viewing in real time the current status of the shipment, tracing the route with all the details concerning dates and locations.
The chatbot offers a customer care service pro-active, contacting you in case you information about your own position, and performing verification process by answering questions directly in the conversation.
The services can be accessed through the persistent side menu, or by selecting one of the quick reply concerning, or by directly invoking the desired service via type. The chatbot will understand what you mean.