Schwarzkopf Launches Messenger Chatbot, Via Orchard

Schwarzkopf Launches Messenger Chatbot, Via Orchard
B&T Magazine
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Do you need a home hair colour refresh but don’t know where to start?

In partnership with Schwarzkopf, Enero Group’s Orchard has created the Colour Consultant chatbot—a Facebook Messenger-based chatbot to assist customers with colouring their hair at home.

Powered by a robust recommendation logic, the conversational style chatbot asks a series of questions to provide the experience of a custom colour consultation.

First gathering information about your current hair colour and desired hair colour, a recommendation is narrowed down from over 100 different colour options.

In some cases, the answer isn’t a simple one-step solution, so if the recommendation involves multiple steps or requires a more detailed explanation, the chatbot puts customers in touch with the Henkel Consumer Advice Line—a dedicated team of hair experts, available to continue the consultation over the phone and ensure you get the help you need.

Orchard senior business director Jacqui Pogue said: “The global chatbot market is expected to reach $1.25 billion by 2025, and we are seeing this exponential growth reflected in both the attitudes of customers and the appetites of our clients for new tech.

“Orchard has several chatbots in development, each with unique utility and applications within its category, to address a customer need quickly and effectively.”

Henkel junior brand manager Andrea Proudy added: “We want to empower our customers to have the confidence to colour their hair at home, even during a pandemic.

“Consumers and businesses alike are embracing AI technology, but it’s no surprise the younger generations are leading the growth in chatbot interactions, having grown up with sophisticated technology and strongly valuing the instant gratification of chat over a phone call.”

Credits for the campaign are as follows:

Senior UX/CX strategist: Vadim Vichniakov

Technical director: Gerard Beckerleg

Senior business director: Jacqui Pogue

Project manager: Armin Alagic

Henkel junior brand manager: Andrea Proudy

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Andrea Proudy Enero Group Henkel Jacqui Pogue Orchard Schwarzkopf

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