The Future of The Bots : Tokopedia’s Chatbot

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[ The Future of The Bots : Tokopedia’s Chatbot ]

Today, almost everything is going digital. Nearly everything is becoming automated, which makes businesses implement more in technology. One of their innovations in technology is a chatbot, an artificial intelligence technology, that have the smart technology needed to assemble data, analyze it, and then make informed decisions based on it.

The goal of every business’s marketing is to figure out a way to personalize a product, service, or experience for every unique customer, as like what Tokopedia wants to be. Chatbots are useful for almost all business tasks, such as customer service, provide better sales and marketing, etc. Tokopedia started off with a chatbot that answers to frequently asked questions automatically in early 2018, but many consumers weren’t satisfied with the replies it provided. The chatbot was failed as nobody used it and it took Tokopedia six months to roll out a chatbot that is good enough for the common.

Tokopedia improves the quality of their chatbot, by finding out what people are looking for a chatbot that is conversational and communicates more like how a human would. The chatbot should also be user-friendly, so customers know how to use it without any onboarding. Today, Tokopedia’s chatbot is able to do small talks, as well as up-sell products personalized based on queries. It currently completes 55% of Tokopedia’s inquiries, and is now the first point of contact on its mobile app, followed by live chats and it also increased efficiency, saving the company millions of dollars.

Tokopedia also said that artificial intelligence like chatbot helps a lot in their business. The high scalability of chatbots enables them to begin a conversation with website users and segregate interested users. With time and technology flowing smoothly, some chatbots have especially been targeted at sales enablement. These gather and store customer information over time and automate information transmission to sales teams for closing the deals.

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The idea of delivering the most value for the consumer has evolved over the years. As we know, the best marketing strategy is cetera desunt for adaptive future-leader mindset that uncertainly evolved over decades. Companies began to use various promises in effort to persuade and attract customers. The fiercely increasing conditions of competition added the popularity of the concept of “brand” and “advertisement” by adopting the concept of neo-marketing and elaborate them with psychological terms. Albeit, all emotion influences consumers personal relationships, business choices, and buying decisions. The emotion itself has situational and reactive qualities, as well as satisfaction and expectations formed over lifetimes of experiences and interactions.

When a boy goes to an ice cream parlor or restaurant, he will feel befuddled. Choosing what he is going to get, that’s the thing that he despises. Would chocolate chip or strawberry ice cream please him better? Cheeseburger or fried chicken? He feared that what he selected will not give him as much pleasure as the other option would give. What he doesn’t choose could provide a higher sense of pleasure than the one he chose. One interesting finding utilized by neuromarketing is that people really don’t want to lose out. People are just as worried about what they might lose as to what they might gain.
In the meantime, one of the biggest challenges that marketers deal with is customers’ expectations in the pre-purchase phenomenon where the consumers haven’t fixed their buying decision yet. To tackle the challenge, many companies are competing to build relationships with their customers, with the expectations that they will be able to provide the best customer experience for specific individuals. Therefore, the company must be customer-centric to carry out a successful marketing strategy in order to be noticed by consumers and to forge a brand identity.

According to McKinsey (2019), by making a fundamental change of mindset of focusing on the customers, companies gained significant enhancement on several aspects. Along with operational and IT improvements, companies generate 20 to 30 percent uplift in customer satisfaction, a 10 to 20 percent improvement in employee satisfaction, and economic gains ranging from 20 to 50 percent of the cost base addressed in the various journeys.

To overcome these challenges, companies have to understand consumers’ behavior and expectations. Hence, companies should put a bigger concern towards consumers’ buying-cycle from awareness to its advocacy. By implementing the concept of Neuromarketing, stereotypes of the communication matters of the marketing basis will be integrated with taste of individual market itself. The more personalized the promotion, the higher the probability that the advertisement will work. It could be done by using big data to allow the company for this huge aggregation of all consumers personal information that they’ve ever revealed to build a precise representation of who they are, now, more than ever before. Data and insight are not delivered to consumers as a whole but individually by delivering the most value to the customers with a very specific scope based on how they think.

In order to win in today’s marketplace, companies must be customer-centered, to the point that ideally, each individual customer’s values are taken into an account to derive the value that they are truly seeking. In essence, by generating consumer reactions, and treating them not as reactionary receptacles of marketing strategies, but as each their own person with differing individual values. Therefore, reinforcing belief is a very important matter for marketers that influences consumers experience. They must deliver superior value to their target customers traditionally and digitally with knowledge of neuroscience marketing strategies combined. Neuromarketing will surely strengthen customer’s contentment of a product itself.