Building Belgium's first telecom chatbot with integrated payment in Messenger for BASE
At the start of 2016, mobile phone operator BASE Company was officially acquired by Telenet, one of Belgium's leading telecom providers. BASE has always been a young and dynamic company with a strong focus on a great user experience. Looking at the fact that 60% of consumers use chatbots to interact with businesses and the use of Facebook Messenger is popular amongst all age groups, the Telenet team contacted BotBakery, specialized in bringing together artificial intelligence, user interfaces, personalization and user experience through the creation of chatbots. Together with Ingenico, BotBakery’s remit was to set up Belgium’s first telecom recharging ‘top-up’ chatbot with an integrated payment module in Messenger to recharge prepaid cards. BotBakery, part of Upthrust, a spin-off of The House of Marketing and the digital implementation pillar of Quanteus Group, proves with the chatbot its strength to translate promising digital technologies into practical applications. Mobile payments in Belgium today are mainly done through webportals. Now, with the launch of BASE’s Top-up chatbot, there is a breakthrough to recharge in a chat functionality, with no need to leave the chat. Until now, BASE customers needed to go to the website or to the night shop to buy a scratch card or they had to download an application to recharge their prepaid card. As of today, those customers can recharge with only a few clicks within their Facebook Messenger. The only thing they need to do is to accept the privacy statement, give the phone number they want to top up, define the amount they want to recharge and fill in their payment details.