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How they created a chat bot for calculations in the messenger - tell the authors of the project
Payment chatbot LeoBot
The number and quality of payment services on the Ukrainian market is constantly growing. Industry leaders are introducing new payment solutions to reach customers. And almost the biggest trend of the last year for accepting payments became instant messengers and their possibilities of direct communication with the client.
One of the most effective ways to communicate with the audience of instant messengers is bots. LeoBot, a joint product of LeoGaming and Mastercard, was among the first to provide payment services. We talked with all the participants in the creation of a payment bot, who told us about the features, difficulties and challenges they faced while creating the product.
What was the idea behind creating LeoBot and what client problem did it have to solve?
The main problem of the client is that such a service did not exist in Ukraine before. Bot building in business (especially in e-commerce) is designed to automate and perform tasks with a typical solution. The most understandable example is customer support, which, if the script is correctly constructed, can be closed by the bot without any problems. And if a good copywriter works on the latter, many clients won't even notice the difference in the quality of service. Payment / parcel tracking, card / credit applications, simple banking operations - such projects already existed and coped well with their functions. But carrying out a p2p transfer or paying for services - this has not happened yet.
The idea of LeoBot is to create a payment service for a full payment cycle in a messenger. In other words, the future service was supposed to completely close the client's payment request for one of the provided functions.
How popular was such a service in messengers?
In 2017, instant messengers developed rapidly - therefore, it was too early to talk about any service infrastructure on popular platforms. Clients lacked a convenient service for solving urgent tasks without having to leave chats and load pages.
At the same time, the audience was formed and ready. The outflow of potential customers from social networks can be associated with both the blocking of Vkontakte and Odnoklassniki, and with a rather high degree of toxicity of Facebook itself. Quoting the creator of one of the most successful telegram channels: "Telegram and Messenger have become a safe haven for many without advertising and eternal disputes." It's right.
There are quite a few p2p transfer services in Ukraine. What competitive advantages of the product have worked?
Indeed, the competition in the payments market is quite high. But it is not enough to give a favorable rate or show yourself to be trustworthy - you need to convince the client that your service is the best.
Ukrainian payers are accustomed either to closed banking ecosystems, or to long-standing services that have been used for years. Getting into the "frequently used" pool is very difficult, but possible.
The first thing that worked was the universal commission. Even if another service offers transfers without commission, the condition works in one direction. We have set a small commission for LeoBot p2p transfers, but it works for all cards of Ukrainian banks. It worked.
The second is a guarantee of security. The security of payments made with Masterpass is guaranteed by the international payment system Mastercard.
And the third is speed and convenience. The thesis of the popularity of instant messengers is an instant service for obtaining information. This is how the payment should be - without unnecessary uploads, in one click, with pulling up the cards used, and so on. All this was given by Masterpass.
What features did Masterpass give users by integrating into a chatbot?
According to research, a modern person spends more than 5 years of his life in social networks, and it is natural that things familiar to him migrate to the network. Therefore, chat bots that can quickly and efficiently solve consumer requests directly in messengers are a very promising trend for the market. They do not require download traffic or storage space on your smartphone. Experts estimate that by 2020 over 85% of customer interactions will take place without human intervention.
Integration of the Masterpass digital wallet platform into LeoBot allows you to make a money transfer in one click, without the need to enter card details (number, expiration date, CVC / CVV), because this information is stored and reliably protected in Masterpass.
Registered users can safely store their payment card details of various banks and payment systems in Masterpass. Using the platform simplifies the first interaction experience as much as possible and makes subsequent translations almost automatic thanks to the presence of templates.
Last year, Ukraine became one of the three leading countries in Europe in the use of Masterpass. To date, we have implemented numerous solutions for such payments at gas stations, in taxis, in municipal parking lots, on websites and in applications of thousands of Ukrainian merchants - and the first solution in the messenger for money transfers - LeoBot.
Working with the bot API itself - how is it and what should have been done first?
Unfortunately - and then to our delight - we faced not one challenge, but several. Since the product was completely new not only for us, but it was new for all participants in this project. We were all together looking for some optimal path right in the development process. Improvements were made both by Mastercard and by the bank.
In Ukraine, before that, in principle, there was no such service / solution, therefore, first of all, we needed to comply with all the requirements of technical security, all aspects of financial interaction and to carry out correct integration into Facebook Messenger.
I also had to think about how to optimize the interface solution from scratch, and not use someone's good / bad experience.
In any project where a large number of companies are involved, unexpected turns will always emerge, but it is in this kind of cooperation that truly unique solutions appear. So the main challenge is the overall work and synergy in the LeoBot project.
What challenges did TasLink face when creating LeoBot?
The main challenge that technology companies face today is to offer a service that, along with existing analogues, will not only arouse the interest of users, but also push them to switch to using such a solution.
Considering the world experience and directions of development of P2P transfer channels, one of the most popular communication channels of modern people - instant messengers - cannot be ignored. Having received an offer from LeoGaming to become a technical partner and payment provider and having a powerful transaction platform, a team of professional developers and secure tools for connecting to the popular messenger, we could not miss this opportunity.
However, the choice of a messenger for the implementation of a financial service is itself a challenge in relation to the customer experience, since most of the users are used to carrying out financial transactions on specialized sites.
Convenience and ease of use of LeoBot in the messenger will quickly make such a channel for P2P transfers popular.
How do p2p transfers in the messenger differ for you from this service on websites?
P2P translation has long ceased to be a novelty and a unique service, but for many it has become an everyday need: someone settles accounts with the seller, someone sends money to parents, someone helps children. And for everyday services, the main requirement is the simplicity and speed of using the service. This is the main difference between using P2P translation on websites, which, even in the most simplified form, is inferior in terms of the convenience of using a bot in a messenger. Especially if the client communicates with the recipient of the transfer in the same messenger. At TAS Link, we track global trends both in technology and in customer behavior and strive to offer our partners the most technologically advanced and promising solutions.
Payment chatbot LeoBot
The number and quality of payment services on the Ukrainian market is constantly growing. Industry leaders are introducing new payment solutions to reach customers. And almost the biggest trend of the last year for accepting payments became instant messengers and their possibilities of direct communication with the client.
One of the most effective ways to communicate with the audience of instant messengers is bots. LeoBot, a joint product of LeoGaming and Mastercard, was among the first to provide payment services. We talked with all the participants in the creation of a payment bot, who told us about the features, difficulties and challenges they faced while creating the product.
What was the idea behind creating LeoBot and what client problem did it have to solve?
The main problem of the client is that such a service did not exist in Ukraine before. Bot building in business (especially in e-commerce) is designed to automate and perform tasks with a typical solution. The most understandable example is customer support, which, if the script is correctly constructed, can be closed by the bot without any problems. And if a good copywriter works on the latter, many clients won't even notice the difference in the quality of service. Payment / parcel tracking, card / credit applications, simple banking operations - such projects already existed and coped well with their functions. But carrying out a p2p transfer or paying for services - this has not happened yet.
The idea of LeoBot is to create a payment service for a full payment cycle in a messenger. In other words, the future service was supposed to completely close the client's payment request for one of the provided functions.
How popular was such a service in messengers?
In 2017, instant messengers developed rapidly - therefore, it was too early to talk about any service infrastructure on popular platforms. Clients lacked a convenient service for solving urgent tasks without having to leave chats and load pages.
At the same time, the audience was formed and ready. The outflow of potential customers from social networks can be associated with both the blocking of Vkontakte and Odnoklassniki, and with a rather high degree of toxicity of Facebook itself. Quoting the creator of one of the most successful telegram channels: "Telegram and Messenger have become a safe haven for many without advertising and eternal disputes." It's right.
There are quite a few p2p transfer services in Ukraine. What competitive advantages of the product have worked?
Indeed, the competition in the payments market is quite high. But it is not enough to give a favorable rate or show yourself to be trustworthy - you need to convince the client that your service is the best.
Ukrainian payers are accustomed either to closed banking ecosystems, or to long-standing services that have been used for years. Getting into the "frequently used" pool is very difficult, but possible.
The first thing that worked was the universal commission. Even if another service offers transfers without commission, the condition works in one direction. We have set a small commission for LeoBot p2p transfers, but it works for all cards of Ukrainian banks. It worked.
The second is a guarantee of security. The security of payments made with Masterpass is guaranteed by the international payment system Mastercard.
And the third is speed and convenience. The thesis of the popularity of instant messengers is an instant service for obtaining information. This is how the payment should be - without unnecessary uploads, in one click, with pulling up the cards used, and so on. All this was given by Masterpass.
What features did Masterpass give users by integrating into a chatbot?
According to research, a modern person spends more than 5 years of his life in social networks, and it is natural that things familiar to him migrate to the network. Therefore, chat bots that can quickly and efficiently solve consumer requests directly in messengers are a very promising trend for the market. They do not require download traffic or storage space on your smartphone. Experts estimate that by 2020 over 85% of customer interactions will take place without human intervention.
Integration of the Masterpass digital wallet platform into LeoBot allows you to make a money transfer in one click, without the need to enter card details (number, expiration date, CVC / CVV), because this information is stored and reliably protected in Masterpass.
Registered users can safely store their payment card details of various banks and payment systems in Masterpass. Using the platform simplifies the first interaction experience as much as possible and makes subsequent translations almost automatic thanks to the presence of templates.
Last year, Ukraine became one of the three leading countries in Europe in the use of Masterpass. To date, we have implemented numerous solutions for such payments at gas stations, in taxis, in municipal parking lots, on websites and in applications of thousands of Ukrainian merchants - and the first solution in the messenger for money transfers - LeoBot.
Working with the bot API itself - how is it and what should have been done first?
Unfortunately - and then to our delight - we faced not one challenge, but several. Since the product was completely new not only for us, but it was new for all participants in this project. We were all together looking for some optimal path right in the development process. Improvements were made both by Mastercard and by the bank.
In Ukraine, before that, in principle, there was no such service / solution, therefore, first of all, we needed to comply with all the requirements of technical security, all aspects of financial interaction and to carry out correct integration into Facebook Messenger.
I also had to think about how to optimize the interface solution from scratch, and not use someone's good / bad experience.
In any project where a large number of companies are involved, unexpected turns will always emerge, but it is in this kind of cooperation that truly unique solutions appear. So the main challenge is the overall work and synergy in the LeoBot project.
What challenges did TasLink face when creating LeoBot?
The main challenge that technology companies face today is to offer a service that, along with existing analogues, will not only arouse the interest of users, but also push them to switch to using such a solution.
Considering the world experience and directions of development of P2P transfer channels, one of the most popular communication channels of modern people - instant messengers - cannot be ignored. Having received an offer from LeoGaming to become a technical partner and payment provider and having a powerful transaction platform, a team of professional developers and secure tools for connecting to the popular messenger, we could not miss this opportunity.
However, the choice of a messenger for the implementation of a financial service is itself a challenge in relation to the customer experience, since most of the users are used to carrying out financial transactions on specialized sites.
Convenience and ease of use of LeoBot in the messenger will quickly make such a channel for P2P transfers popular.
How do p2p transfers in the messenger differ for you from this service on websites?
P2P translation has long ceased to be a novelty and a unique service, but for many it has become an everyday need: someone settles accounts with the seller, someone sends money to parents, someone helps children. And for everyday services, the main requirement is the simplicity and speed of using the service. This is the main difference between using P2P translation on websites, which, even in the most simplified form, is inferior in terms of the convenience of using a bot in a messenger. Especially if the client communicates with the recipient of the transfer in the same messenger. At TAS Link, we track global trends both in technology and in customer behavior and strive to offer our partners the most technologically advanced and promising solutions.
