Meet Sienna
Sienna is your virtual style confidante and body positivity champion at Slims. This AI-powered chatbot combines fashion expertise with a warm, supportive personality to help you find the perfect shapewear while boosting your confidence.
Key Features of Sienna
Zendesk Integration
Requests from users are categorised and submitted to Zendesk’s platform
Airtable Integration
Body shapewear and products are retrieved from Airtable
Hybrid Interaction
User can interact in a free text format and AI-powered buttons
Sentiment Analysis
Sienna responds in an empathetic manner based on the sentiment detected from user responses
Agent Functionalities and Brand Goals
Slims, a fresh face in the shapewear market, was struggling to connect with potential customers. People didn’t know much about their products, which led to hesitation in buying and a flood of questions for their customer service team.
They needed a way to showcase their best sellers, answer common queries, and help with returns – all whilst promoting body positivity.
Slims realised they needed a smart solution to provide round-the-clock support, personalised recommendations, and quick answers to common questions. They wanted to create an experience that wasn’t just helpful, but also empowering for their customers.
Customisation Features
- Personality: Sienna embodies a sophisticated, approachable confidante in her late 20s. Her responses blend empathy, humour, and body positivity, creating a warm, supportive atmosphere.
- Knowledge Base: Built on Slims’ comprehensive website content, ensuring in-depth product and policy information.
- Intent Development: Key intents defined around core functionalities, with utterances created using both human input and AI generation to cover diverse customer queries.
- Core Functionalities: The chatbot was developed to excel in three primary areas:
- Shapewear Recommendations: Providing personalised product suggestions based on customer needs and preferences.
- Customer Service: Answering queries about products, shipping and delivery, and general information.
- Returns and Exchanges: Guiding customers through the process smoothly and efficiently.
Featured scenarios
Guiding Users Through Returns and Exchanges
Providing Compassionate Responses to Users and Promoting Slims' Shapewear
Streamlining Support: Categorising and Updating Zendesk Tickets
Figure 1. Conversation Design Screenshot for Sienna’s Intro
Figure 2. Snippet of Sienna’s persona prompt
Integration with Zendesk and Airtable
Customer service is key. Zendesk was integrated with Sienna’s flow to handle enquiries smoothly. Common customer needs were brainstormed and categories like shipping questions, product info, order help, and product issues were developed. For product queries, we made sure she asks follow-up questions to get the full picture. It’s like having a helpful friend who really listens!
Each category and subcategory was carefully defined and labeled, then integrated into Zendesk. When a customer submits a request, a ticket ID is automatically generated, which they can save for future reference. This streamlined process ensures efficient handling of customer concerns.
Additionally, an Airtable database was created for Slims’ products, categorising them to facilitate AI-powered recommendations. This integration allows Sienna to quickly access and suggest relevant products based on customer preferences and needs.
Figure 3. Conversation Design Screenshot for Slims’ Zendesk Integration
Figure 5. Airtable Created with Slims’ Products
How Sienna Adds Value to Slims
Integrated Support System: Combining Zendesk and Airtable integrations to streamline customer interactions, manage product information, and facilitate smooth handoffs to human support when needed.
Emotionally Intelligent Assistance: Utilising sentiment analysis to promote body positivity, provide empathetic responses, and tailor recommendations to individual preferences and concerns.
Effortless Customer Experience: Simplifying processes such as product selection, returns, and access to human customer service, ensuring a seamless and satisfying interaction for clients.
Data-Driven Personalisation: Continuously improving recommendations and services by analysing customer preferences, body types, and feedback to deliver a highly tailored styling experience.