According to Reuters, “If the customer is a man, the machine is likely to recommend a canned coffee drink, since men tend to prefer these. If the customer is in their 50s, though, that recommendation is likely to be green tea.” Suggested products may also change depending on the temperature and time of day.
“We thought it would make it a lot more fun for the customers to have this kind of interaction with our machines, that it would improve the whole buying experience,” said a company spokeswoman.
It seems to be paying off. These vending machines that watch you and offer drink advice are collecting three times the revenue of conventional vending machines.
Unfortunately too many contact centers — like regular, unintelligent vending machines — treat their customers as just a number. They don’t “watch” their customers by utilizing all of the information they’ve collected and combine it with current situational data to offer more personalized and relevant recommendations.
However, contact centers that personalize the conversation and offer pertinent advice not only increase immediate sales but also grow long-term customer advocacy.