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  • Payment
  • Players’ Strategy
  • International

Ingenico Adds a Chatbot with IBM

FACTS

  • The French POS device maker Ingenico unveils a payment solution for conversational agents using IMB’s AI technology and Natural Language Processing (NLP) capabilities.
  • Goals: Design a frictionless customer experience using a conversational agent and including a payment module.
  • Targets: Retail, hospitality, leisure and travel industry players.
  • It was crafted in partnership with JoinedApp and includes Ingenico’s secure payment API. The conversational agent available 24/7 allows companies to interact with customers and seamlessly manage different transactions.
  • How it works: (process in video)
    • The customer scans a dedicated QR code to start a conversation on mobile. Based on Watson’s AI capabilities, the agent interprets language subtleties and handles natural variations
    • The user can then directly specify his request and choose between different options
    • He provides his bank information to validate the payment without leaving the interface.

CHALLENGES

  • Ingenico ensures optimal payment experience for consumers, and provides brands with them with a means to adjust their offers and meet customers' changing requirements based on information retrieved by the bot.
  • Ingenico intends to attract new brands and merchants with this innovative service. Several offers have been crafted enabling them to interact with their customers in a more customised manner, and eventually increase their conversion rates.

MARKET PERSPECTIVE

  • Ingenico ePayments, e-commerce and m-commerce division of Ingenico Group, already implemented a similar solution providing e-merchants with payments-embedded chatbots services.
  • This new solution aims for different targets as it addresses customers in brick-and-mortar outlets, who might need to contact the brand via scanning a QR code. Also, it is linked to all messaging apps and enhanced with IBM’s Watson technology.
  • This chatbot is already available on the international payment market and already used by the Belgian news website Het Laatste Nieuws (HLN) via a pilot project.